Vegasino Casino - Player's withdrawals are delayed significantly.

Good evening! I have requested three withdrawals of €500 each, with the first withdrawal on 29/11/2024, the second on 30/11/2024, and the third on 01/12/2024. It has been 8 business days since the first withdrawal, and I have contacted them via live chat and email. They keep telling me the same things or saying that my bank is not responding to their request. When I contacted my bank, they mentioned no communication with them. I'm starting to worry as they keep repeating the same automated responses. The only good thing is that they reply promptly to messages, but they keep saying the same things. They advertise fast withdrawals within 48 hours, but it has already been 8 business days.

Dear Dimitrisgk89,

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 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

My account says no verification required. I keep in touch with them and they just give me the same answers to be patient etc.

In a recent communication, just now, they answered me the same thing. "Don't worry you will get your money. The financial department is up-to-date, it just has a lot of work and a lot of assignments to manage" every day the same. I ask for a time frame to tell me when to expect the money and they don't know. Please what else do you advise me to do?

Can I send you some screenshots of conversations? I'm very stressed, I'm afraid that I won't get the money. I have made many deposits in their casino. I'll have to get my earnings.

Thank you for your reply, Dimitrisgk89. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Do I understand correctly that your account hasn't been verified yet?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

I have made successful withdrawals from another casino of a similar company with the same license. This is not the first attempt.

My account says that no verification is needed and in a recent communication with them when I asked them this question, they gave me the same answer. That I don't need anything but patience to do

Yes! No active bonus! I didn't even turn it on.

Thanks for your help

Please, if by tomorrow, when 14 days are up, they haven't given me the money, give me an email so I can send you screenshots of all the conversations I've had with them for two weeks. I am really stressed out more and more day by day.

Please mention in the incident that it has now been 14 days without my money being deposited. I am so worried.

I want to make an update!

1) After 15 days they only paid the first €500! They returned my other two withdrawals due to a technical problem. And now I have to request a withdrawal which starts today! Why did I have to wait so long for my money?

2) From what I understand, they do everything to make you play and lose money. What is happening with this casino is not good at all.

3) Tomorrow I will ask for the other €500, as it is not happening today because of the previous payment. In essence, they are taking me from the beginning again until mid-January, when I see myself getting paid! It is tragic!

Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I sent them to you via email.