Vegasino Casino - Player’s withdrawal is delayed.

Hi, I won 500 euros and I've been waiting for approval since March 15th. I'll start by saying that a couple of months ago I won 150 euros and there were no problems. I go to the support chat and they always tell me the same things, that is, to be patient or the financial department to many requests or that they sent a reminder and I will have my withdrawal soon.

Hello lucamarucci2076,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vegasino Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

When I registered I went to do the verification but it told me that I didn't need verification and that I could play among other things I saw 150 euros I think a month ago and they gave it to me I also took a screenshot the winnings come from a top-up made by me the last time I spoke to them about a day ago

Hello lucamarucci2076,

As withdrawals may take up to 14 days to be processed, which has now passed, can you please advise if there's been any update regarding your payment?

If still not, we will try to intervene.

Meanwhile, please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Hi no nothing has changed the withdrawal is still stuck I really don't know what to do

Thank you for the help you are giving me

Thank you lucamarucci2076 for all the information provided. I will now forward your complaint to my colleague Martina (martina.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you so much Martina for your assistance from March 15th to today and almost a month has passed and the withdrawal is still being processed and the casino continues to tell me that there are no problems and that they are aware of my delay and they are doing everything possible

Dear lucamarucci2076,

My name is Martina 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 representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hi Martina I wanted to inform you that finally after 28 days I have been credited with the withdrawal thanks for your support have a good day

Dear lucamarucci2076,

I am so glad to hear that! 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,

Martina Bennett

Casino.Guru