The player from Italy had requested three withdrawals totaling 1,200 euros, starting on December 9th. As of December 23rd, he had not received any funds, only excuses from the chat service, and his bank confirmed that there were no incoming credit requests. After extensive communication, the casino confirmed that one of the withdrawals had been paid out, while the remaining 200 euros had been played down due to the player's gaming activity. The matter was then considered resolved, with the player receiving the majority of his funds.
Vegasino Casino - Player’s withdrawal has been delayed.
Amount: €1,000
Vegasino Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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3 months ago
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Good day, on December 9th, I requested my first withdrawal of 200 euros.
On December 10th (due to the withdrawal limit), I requested a second withdrawal of 500 euros.
On December 11th, I made a third withdrawal request for 500 euros.
Today is December 23rd, and besides the usual excuses from the CHAT service, I have received nothing. I'm really frustrated and feel mocked.
They tell me that my bank is experiencing delays, but after contacting them, they informed me that there are no incoming credit requests from international sources to my account.
I am starting to believe that the COMPETENT FINANCIAL DEPARTMENT does not really exist.
In addition to these "reminders" from the chat operators, I have received no explanation, let alone any credits.
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3 months ago
Dear ciulloalessio1,
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.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Is your casino account blocked?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
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.
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3 months ago
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- Have you made successful withdrawals in the past? YES, WITHOUT PROBLEMS AND WITHOUT WAITING.
- Could you please confirm that you have passed KYC verification? ACCOUNT DOES NOT REQUIRE VERIFICATION AS DESCRIBED IN ACCOUNT DETAILS
- Did you accumulate your winnings with or without an active bonus? WITHOUT ACTIVE BONUSES
- Is your casino account blocked? ACCOUNT IS NOT BLOCKED AT ALL
- Could you share your communication with the casino regarding withdrawals? I KEEP THE 3 EMAILS OF THE WITHDRAWAL REQUEST BUT ON THE SITE, THEY SHOW BEEN UNDER VERIFICATION FOR 2 WEEKS.
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3 months ago
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in this screen we have the 3 requests made from December 9th onwards, one per day.
Do you need specific withdrawal IDs?
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3 months ago
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these are the 3 withdrawal requests executed.
Unfortunately the 200 was cancelled yesterday and requested again to understand if the problem was mine or the site's.
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2 months ago
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No news today...below is the latest chat exchange with Vegasino 
After that, total silence. No credit and no resolution of the case.
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2 months ago
Dear ciulloalessio1, can you confirm that you canceled the first withdrawal?
Are all three withdrawal requests still pending?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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2 months ago
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Good morning,
I don't keep the chats I exchanged with customer service because they always gave me the same answer.
There's not much to say here except that I've been waiting since December 9th and it will soon be a month!!!
It seems to me that they don't want to pay.
Incoming traffic is different from outgoing traffic and I repeat that I work with international transfers every day and the times, after the operation, are a maximum of 2 working days.
I feel really cheated
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2 months ago
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Is there anyone who could help me by any chance?
Below are the screenshots of the 3 withdrawals STILL pending.
Since December 10th it seems like too long to continue to believe that there are delays due to traffic!!!!
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2 months ago
Thank you very much, ciulloalessio1, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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 months ago
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Today's update.
After sending an email to support, they immediately replied that they had processed all three transfers on January 7th.
They asked me to wait 3 to 5 working days for the credit to my account but they covered their tracks by inviting me to contact my bank in case there were delays NOT DUE TO THEM.......
In my opinion they will credit everything back to the game account forcing me to request the withdrawal again....
Fingers crossed 🤞
I'll keep you updated
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2 months ago
Hello, ciulloalessio1,
I am sorry to hear about your trouble. From now on, I will assist you with the case.
After reading your update, I would like to wait for at least those 3-5 working days and wait for news from you. Then, if nothing changes, we can invite the casino to the thread and ask them for clarification. Therefore, now I am setting up the timer for you, for 7 normal days (the maximum 5 working days + some reserve on top), waiting for your update.
Thank you for your patience and understanding. Looking forward to hearing good news from you.
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2 months ago
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Good morning,
After an infinite wait, now we are back to square one but with the difference that I cannot withdraw!!!!
They credited my gaming account with the 1000 euros I had requested with the obligation to play them all!!!!!!!!!
Are you kidding me???????
I want my money, I'm fed up with this story!!!!!!!!!!!!!
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2 months ago
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I need your real help!!!
They closed my chat giving me a truly unspeakable response!!!!
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2 months ago
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Can anyone help me???
They ask me for the data for manual withdrawal but then 3 days have passed and no one answers me!
I want my money!!!!
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2 months ago
Thank you for the update, ciulloalessio1, and I am sorry for the delay. Let's ask the casino for an explanation.
Dear Vegasino Casino Team,
Could you please explain the player's situation in more detail? What is the estimated time frame for processing his withdrawal? If there is anything that the user could do to speed the process up, feel free to let us know about it.
The disputed amount was set up to €1,200, which we can see in the player's screenshots above (original withdrawals of 2 x €500 + €200). The casino credited his account with €1,000. Where did the remaining €200 disappear?
If needed, feel free to use my email address (branislav.b@casino.guru).
Thank you.
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2 months ago
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All 1200 euros are in my account BUT I CAN'T WITHDRAW THEM due to an error on their part.
They asked me for my IBAN data in order to proceed with the manual withdrawal but they disappeared after I sent them.
I sent 5 emails to Support but no answers.
I've been waiting since December 9th and this all seems ridiculous to me!!!!
I want my money
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 month ago
Hello ciulloalessio1,
As we checked your account we can see your withdrawal request were cancelled by the payment provider. Hence, we kindly suggest that you reattempt your withdrawal request via alternative bank. Thank you!
Our team wishes you all the best for your future activities!
Best regards,
Vegasino team.
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1 month ago
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The problem is precisely this:
You have credited the amount back to my gaming account without giving me any more chance to try to withdraw!!!
You asked me 5 times for the data of an alternative bank to proceed with the manual withdrawal but then you disappeared.
The last email was two days ago and, despite my immediate response, you disappeared without giving me any existence!!!
I want my money, I lost my job and I told you in every email: I need that amount I won regularly!!!!!
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1 month ago
Greetings all,
Thank you both for your replies, and I am sorry for the delay.
Dear ciulloalessio1,
If there is any news or progress, please let us know about it.
Until then, thank you for your patience and understanding.
Dear Vegasino Casino Team,
Since you provided us basically with nothing relevant, and it looks like you did not go through the entire thread at all, I believe you will do it now.
The player cannot withdraw himself because every time he attempts to withdraw, he receives an announcement that it cannot be done (due to some wagering requirement, which you can see in one of his screenshots - posted above on January 11, 2025). In addition, the casino customer support asked him to provide details of an alternative payment method to issue a manual withdrawal, however, they stopped responding and nothing happened at all.
Therefore, please go through the thread and read everything from the player, translating screenshots. Then, please provide us with your suggestion on how he can move forward and proceed with a withdrawal.
Thank you. Looking forward to hearing clear instructions from you.
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1 month ago
Dear all,
Please be informed that one of the customer's withdrawals was paid out. We are working on paying the remaining withdrawal as soon as possible.
However, as we see, as a result of the customer's gaming activity, the remaining 200 EUR were played down.
Best regards,
Vegasino team
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1 month ago
Thank you both very much for your replies and updates! Great to see things moved forward.
Since a significant time passed without any news posted here, I would like to ask for an update.
Dear ciulloalessio1,
Can you confirm you lost €200 by playing but that you have already received all the remaining disputed funds?
Can I consider the matter closed, or is there anything else I can help you with?
Thank you.
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3 weeks ago
Dear ciulloalessio1,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, based on the information above, we will consider the matter successfully closed/resolved.
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2 weeks ago
Greetings all,
Based on the above-stated, we consider the matter closed, and I will now mark the complaint as 'resolved' in our system.
Dear ciulloalessio1,
Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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.
Thank you, Vegasino Casino Team, for your help and cooperation!
Best regards,
Branislav, Casino.guru
