The player from Spain had requested two withdrawals of €500 each on December 16th and December 23rd, but both remained unapproved after several days. Despite repeated complaints to customer service, the player received generic responses asking for patience, which led to concerns about the casino's financial department. After 20 days without approval, the player eventually received the withdrawal and canceled the complaint, confirming that the issue was resolved. We marked the complaint as resolved in our system and appreciated the player's cooperation.
Vegasino Casino - Player’s withdrawal requests are delayed.
Amount: €1,000
Vegasino Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
On December 16th, I requested a withdrawal of €500. Five days passed, and I contacted customer service. They apologized for the delay, but nothing more happened. On December 23rd, I requested another withdrawal of €500 and since neither of these withdrawals has been approved, I have spent several days lodging complaints through your email, but without any results. They always give me the same response (That I need to be patient. That they have many requests...)
I'm starting to think there is no financial department and that they want to keep my money.
According to your conditions, identity verification is not required and the process should take a maximum of 3 days.
What can I do?
Attached is the last response from the casino to my request, submitted yesterday.
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2 months ago
Dear Potranko,
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.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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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2 months ago
Translation
Hello,
It's been more than 14 days and they still haven't approved the withdrawal.
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2 months ago
Thank you for your reply.
Have you made any successful withdrawals from this casino before?
Did you accumulate your winnings with or without a bonus?
What types of games did you play?
Have you submitted any identity documents for KYC yet?
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2 months ago
Translation
Hello,
Answering your questions:
Have you made any successful withdrawals from this casino before? NO
Did you accumulate your winnings with or without a bonus? WITHOUT BONUS
What types of games did you play? CASINO. (LIVE ROULETTE, SLOTS...)
Have you already submitted any ID documents for KYC? THE ACCOUNT DOES NOT REQUIRE VERIFICATION AS LISTED ON THEIR WEBSITE.
It's been 20 days, I hope you can help me because I think they won't give me my money.
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2 months ago
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Hello.
I inform you that today, I received my withdrawal.
Therefore, I cancel the complaint and we can consider the problem solved.
Thanks anyway
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2 months ago
Dear Potranko,
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,
Veronika Fritz
Casino.Guru
