The player from Poland's account was closed, and after providing the requested ID, selfie, and bank details for a withdrawal of approximately 2200 PLN, he had not received his funds since submitting the information on 28.11.2024. The issue was resolved as he confirmed receiving his funds. The Complaints Team marked the complaint as 'resolved' and appreciated his cooperation.
Vegasino Casino - Player’s account is closed and funds are delayed.
Amount: 2,200 zł
Vegasino Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 days ago
Public
Public
4 days ago
hi, casino closed my account, they asked for ID and selfie, I sent that. After that they asked for bank details to send my money manually (around 2200 PLN), I sent it 28.11.2024 and still haven't receive anything.
Public
Public
4 days ago
Dear literalny,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify if your identity documents have been approved by the casino?
Did the casino explain why your account was closed?
Please forward me all the communication between you and the casino customer support regarding your account closure and the manual payout of your balance at veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
2 days ago
Dear literalny,
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,
Veronika Fritz
Casino.Guru
