HomeComplaintsVegasino Casino - Player experiences delayed payout.

Vegasino Casino - Player experiences delayed payout.

Amount: €490

Vegasino Casino
Safety Index:High
Submitted: 30 Jan 2025 | Resolved : 12 Feb 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 week ago

The player from Germany faced ongoing delays with a payout of 490 euros requested on January 20, 2025, receiving only repeated excuses from the casino's live chat. After persistent communication regarding the status of his winnings, the issue was resolved, and the payment was confirmed to have been made.

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3 weeks ago
Translation

Hello,

I have been repeatedly given excuses regarding my payout of 490 euros.

The withdrawal was requested on 01/20/25, and nothing has happened since then. I keep getting the same excuses in the live chat.

Automatic translation:
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3 weeks ago

Dear tiedemann49,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

  • Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards,

Kristina

Edited by a Casino Guru admin
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3 weeks ago
Translation

Hello Kristina,


I requested my withdrawal on January 20th. I'm still waiting for it.

I received a withdrawal on January 21st. Is there something wrong?

How can the casino comply with its terms and conditions if the withdrawal times are so long? That can't work.

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3 weeks ago
Translation

I am put off every day. My winnings payout has still not been processed

Automatic translation:
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3 weeks ago

Thank you for your reply, tiedemann49. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

  • Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?
  • Could you please confirm that you have passed the KYC verification?
  • Did you accumulate your winnings with or without an active bonus?

Thank you.

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3 weeks ago
Translation

Hello Casino Guru,


I still don't have my money.

The withdrawal method is my credit card, which I also used to deposit.

Verification was not required.

I got my winnings without a bonus.


I think Vegasino's scam is really bad and borders on fraud. You can always deposit but when you win they don't want to pay. Why should you even play at this casino anymore? It doesn't comply with its own terms and conditions.

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2 weeks ago
Translation

Hello,


I was put off again today. My withdrawal request has still not been processed.

Have you already contacted Vegasino?

Automatic translation:
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2 weeks ago

No, the casino hasn't been contacted yet, because we need to gather as much information as possible about this case from you. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

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2 weeks ago
Translation

Hello Kristina,


I have sent you the documents.

This casino group never adheres to its own terms and conditions.

No matter which casino you play in the group, there are always problems with the payouts

Automatic translation:
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2 weeks ago
Translation

Here you can see that the answers in the live chat at Vegasino Casino are ready-made.

My chat partner must have accidentally copied too much.



Frank T***

what does shortly mean? I said that to myself 10 days ago... shortly

(11:58:15)Malik

general


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SS apologies


SS-Frustrated player


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Sensitive Info


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Ivan's templates


Thank you for your patience, we really appreciate it!


Please note that our finance department is aware of the delay in your withdrawal. Due to numerous requests, all our withdrawals are delayed.

You don't have to worry, the withdrawal will be processed, it just may take a little longer than expected.


I am happy to inform you that everything seems to be in order with your withdrawal. Please note that you will receive a confirmation email once the withdrawal is complete.


We really appreciate your patience!

(11:59:24)Frank T***

this is a prefabricated answer...I have already received this exact text four times...but my money is still not there

(11:59:55)Malik

Please accept our sincere apologies for the situation.

I am not part of our finance department.

However, our finance team is doing their best to be as fast as possible.

Please be patient, we appreciate it

(12:01:02)Frank T***

you do not comply with your own terms and conditions

(12:01:46)Frank T***

ao you are losing your customers...or does it not matter in your casino group...with over 80 casinos

(12:02:12)Malik

Sorry. Due to a shift change, I have to transfer you to another employee. Please do not close the chat. Thank you for your understanding.

*

Edited by a Casino Guru admin
Automatic translation:
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2 weeks ago
Translation

Hello Casino Guru,


the amount has been paid, the case can be closed

Automatic translation:
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1 week ago

Dear tiedemann49,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru 

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