The player from Austria had been waiting for a payout since January 17th and had not received any payment. He had been receiving generic responses from support, and despite sending the necessary data for verification, he had not received a reply. He wished to withdraw his balance of €14,500 but faced obstacles in doing so. After 21 days of waiting and multiple communications, the payment was eventually made and arrived in his account. The complaint was marked as resolved.
Vegasino Casino - Player's payout has been delayed.
Amount: €1,500
Vegasino Casino
Safety Index:HighSafety Index
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8.9
Vegasino Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 month ago
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I have been waiting for my payout since January 17th at 1:30 am.
I chose this casino based on the Casino Guru recommendation.
For days now, however, I have been fobbed off with pre-written texts and no payment has been made. Live chats are closed by the staff after a very short time.
I haven't been able to verify myself yet. I have sent all the necessary data to support (although it hasn't been requested yet) but I haven't received a response from support either.
I have also earned a balance of €14,500 and would logically like to cash it out (according to their limits), but apparently that is not possible. I really hope that you can help me.
so far I have never received a payout from the casino
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1 month ago
Dear Ch1990,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which documents you have already provided and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 month ago
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Verification is not yet available on the homepage. However, on February 19, I sent all the required documents by email. So far, I have not received a response.
it was played without an active bonus
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1 month ago
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I took the liberty of sending you some screenshots by email
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4 weeks ago
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Unfortunately, I still haven't received a reply from customer service and in the chat you keep getting the same pre-written answers. It really does seem that as soon as you win a little more, they try everything to delay the winnings for as long as possible. It's just a shame because I deliberately chose this casino because it was number 1 in their recommendations. Since Thursday, I haven't played with my winnings for a second and I really hope that they will be paid out soon. It's unthinkable how long it will take in total for the entire €16,000 to be paid out...
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3 weeks ago
Thank you for your reply, Ch1990. Could you please clarify when exactly you requested the withdrawal? In your initial message you mentioned January 17, but according to your screenshots, it seems you requested the withdrawal on February 17.
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3 weeks ago
Thank you for the clarification. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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3 weeks ago
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14 days have passed and still no response. After the payout I will definitely turn my back on this casino. So far the worst support experience I have ever had. I also hope that the recommendation from Casino Guru will be reconsidered
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3 weeks ago
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Still no answer! I get daily bonus offers and free spins, but no answers from support. Funny things like claiming the free spins and bonus credit are only possible if all withdrawals are cancelled. Unfortunately I fell for two of them a week ago. Which meant that the cancelled withdrawal was of course gone. The main withdrawal has been pending since 1:30 a.m. on February 17th and support has not replied to any of my 8 emails. I can only warn all players again... these are not fair conditions!!!
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3 weeks ago
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New high point... my withdrawal was apparently cancelled. But it is still on hold... Urgently ask for help, send them the chat via email
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2 weeks ago
Thank you very much, Ch1990, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 weeks ago
Dear Ch1990,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Vegasino Casino representative to join this conversation.
Dear Vegasino Casino, could you please provide more information about this case?
Looking forward to your reply.
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2 weeks ago
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Thank you very much, I am very curious to see if I will get an answer...
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2 weeks ago
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I've been waiting a full 21 days without a single real answer. I've never experienced anything like this before!!! Terms and conditions are binding... well, probably not for Vegasino.
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2 weeks ago
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I was just asked to cancel my withdrawal myself and apply for it again, which of course I didn't do. The whole thing borders on fraud!!
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2 weeks ago
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Today the payment was actually made and has already arrived in my account!
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2 weeks ago
Dear Ch1990,
do I understand correctly, that you have received all of your funds and this complaint can be closed as resolved, please?
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1 week ago
Dear Ch1990,
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,
Katarina
Casino.Guru
