The player from Germany faced repeated declines of withdrawal requests after 48 hours, with the reason cited as an issue with the payment service provider. Despite using different payment methods, all attempts were rejected, and customer service was not helpful. The KYC verification remained incomplete, but no requests for it had been made. The issue was resolved after the player confirmed that the case had been solved, and the complaint was marked as 'resolved' in the system.
Vegasino Casino - Player's withdrawals are being delayed.
Amount: €340
Vegasino Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
Dear Ladies and Gentlemen,
I have requested several withdrawals, all of which have been declined after 48 hours. The reason given is a problem with the payment service provider. However, I have already attempted withdrawals using different payment methods, yet all have been rejected.
The customer service has been unable to help so far, and the live chat is unreachable.
The play was without bonus money.
The KYC verification is not yet completed, but it has not been requested from me either.
I kindly ask the Casino Guru Team to assist me with this problem.
Thank you very much!
Automatic translation:
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1 month ago
Dear plxJoel,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Have you successfully made any withdrawals from this casino before?
How long have you been facing difficulties withdrawing your winnings?
Did you ensure that you selected the same payment method for your withdrawal as the one you used to deposit funds into the casino?
What solution did customer support suggest when you reached out to them regarding this issue?
Could you please share screenshots showing the error message you encounter when attempting to withdraw your winnings?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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4 weeks ago
Dear plxJoel,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 weeks ago
Dear plxJoel,
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
Casino.Guru
