The player from Austria faced a delay with her first withdrawal of €450, which was expected within 3 days but had taken 5 days without a specific payout date. Additionally, she was concerned about another upcoming €400 withdrawal and felt that no one was providing assistance. The issue was resolved as both withdrawals were successfully completed after the player received her payments, albeit with delays.
Vegasino Casino - Player's withdrawal is delayed.
Amount: €850
Vegasino Casino
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 week ago
Translation
I have been waiting for my first withdrawal (€450) for 5 days, even though it was supposed to be approved and paid out within 3 days. I keep only getting the response "sorry for the delays". But there's no specific date for when it will be paid out. Another €400 withdrawal should also be arriving soon. No one is helping me. Each day, I become increasingly angry. There are only statements. I want my money. I am worried it will not be paid out, even though I have already counted on this money.
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1 week ago
Dear karmenenisz,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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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1 week ago
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Hello! I can't wait 14 days, the website says the payout will be approved within 3 working days. According to the casino, I don't need verification. At the beginning I sent all my data by email for security reasons and got the answer that it wasn't necessary. Please help me! I need the money now, Christmas is coming and I was counting on this money. Please help!
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1 week ago
Thank you for your reply, karmenenisz. 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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1 week ago
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Thanks for the quick reply! I'm still waiting and hope to get my money soon.
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1 week ago
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Good day! I am happy to announce that my first payment has been completed. Can we still keep the complaint open until the other 400 euros arrives? Thanks in advance!
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1 week ago
Awesome news! Of course, I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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1 week ago
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Good day! I have received my payments. Delayed again, but I got them. Thank you very much!
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1 week ago
Dear karmenenisz,
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
