Vegasino Casino - Player's withdrawals are delayed.

I have made 3 withdrawal requests on 19.01 (€500), 21.01 (€500), and 22.01 (€300), and none have been completed. Specifically, for the first one, 5 business days have already passed, while the company states that withdrawals are completed within 3 business days. When speaking with live chat, they ask me to be patient and mention that my request has been forwarded to the finance department, without giving me a timeframe for the completion of the transaction.

Dear vaskele3,

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

Thanks for the quick response.

I inform you that I have not been asked for KYC verification, and as the website states, my account does not require verification.

Also, the withdrawals have not been approved by the finance department and are still pending.

Thank you for the information. As I mentioned in my initial response, we recommend that you wait the full two weeks for your winnings to show up in your account. If you do not receive your first withdrawal by February 2, please let me know, and we will proceed with the investigation. Thank you for your understanding and patience.

Dear vaskele3,

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.

You can dismiss the complaint. I cancelled the withdrawals and lost the money.

I'm sorry to hear that. Since there is no balance in your account, we are unable to continue with this case.

The complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.