Vegasino Casino - Player's withdrawal is delayed.

On January 7, I requested a withdrawal of my winnings of 500 euros via bank transfer and the next day another 500 euros via credit card. Customer service told me that my account is verified along with the documentation, but they have a high volume of requests to process. With each follow-up email (support@vegasino…), they reply apologizing and saying they will proceed as soon as possible. Can you please help me? Thank you!

Dear Eli74, 

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?

Have you accumulated your winnings with or without an active bonus? 

What types of games did you play - e.g. slots, live casino games, sports betting?

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, 

Veronika

This is my first withdrawal request with Vegasino, I passed the kyc verification. I played slots, it's been a while I don't remember if there was an active bonus. Thanks

Good morning Veronika, any news for me?? Thanks

Thank you very much, Eli74, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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.

Hello Eli74,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Vegasino Casino representative to enter the discussion.

Dear casino representative, could you please check the case and clarify the current situation to us? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Eli74 can expect his withdrawal to be processed?

Good evening, the first 500 euros have finally arrived! They must be tired of receiving reminders 😅. They cancelled the second refund request via credit card so today I did it again via bank transfer, let's hope it doesn't take them another month 😫

We are happy to hear that! Please let us know if there is any update on the situation.

The other 500 euros also arrived today 🤩

Hello Eli74,

I am glad to hear that your issue has been dealt with! I will 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, 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, 

Martin

Casino.Guru