Vegasino Casino - Player's withdrawal is delayed, and winnings are missing.

Hi Casino Guru team,

I am having two issues with Vegasino:

1. Pending withdrawal - I requested a CAD $1,000 withdrawal on February 9, and it is still pending. Emails go unanswered, and live chat only provides copy-paste responses like "final stage of review" or "you will receive it soon," without any real update.
2. Missing win from settled bet - On January 31, I placed a $1,000 volleyball bet at 1.125 odds (total win $1,125). The bet was settled the same day, but the winnings were never credited. When I asked, the sports manager said it was due to a system error and that my winnings can only be manually released after my withdrawal is processed. But as mentioned on the above point, my withdrawail is still stuck so this is a dead end.

Please let me know if you need any screenshots or email replies for the above.

Thank you in advance for your assistance.

Hanjing

Dear 350busdriver,

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 the 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, please, let us know and we will intervene and try to help you.  

Regarding your missing winnings, unfortunately, we don't have a branch dealing with sports betting yet, so we can't investigate the problem with your sports bet. I’m truly sorry we couldn’t be of more help.

Thank you for your understanding.

Best regards,

Veronika

Hi Veronica,

It has been 15 days since Feb 09 and I still have not received the withdrawal of CAD $1000.

My account is all normal and verified as I have received withdrawals from them before even though it also took longer than usual like 7 days.

Appreciate it if you can help me with the withdrawal.

Thank you

Thank you for your reply.

Did you accumulate your winnings with or without a bonus?

What types of games did you play? Were they slots, live casino games, or did you bet on sports only?

Without a bonus. I did not receive nor activate any bonus.

I bet on sports only. I have done 3 successful withdrawals last month despite also taking longer than usual like mentioned in my previous response.

This time it is taking more than 2 weeks and counting.

Thank you very much, 350busdriver, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear 350busdriver,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Vegasino Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello Jana,

So I still haven’t received my withdrawal payout as of right now.

How long do we have to wait for the casino to reply and what happens if they don’t?

Dear 350busdriver,

casino still has some time to reply. I will do my best to help you resolve your delayed withdrawal.

Dear 350busdriver,

Thank you for your patience.

We are truly sorry for the inconvenience and dissatisfaction you've experienced. Please know that your satisfaction is important to us, and we're working diligently to address the issues you've raised and process your pending withdrawal as soon as possible.

Best Regards,

Vegasino Team

Dear 350busdriver,

is there any development in your withdrawal? Did Vegasino have paid you your winnings?

Thank you

Hi Jana,

Yes they haved. All issues are resolved, thank you.

Dear 350busdriver,

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,

Jana

Casino.Guru