Vegasino Casino - Player’s withdrawal has been delayed.

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.

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.

• 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.

in this screen we have the 3 requests made from December 9th onwards, one per day.

Do you need specific withdrawal IDs?

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.