The player from the United States had used bonus money to play at the Vinyl Casino and had fulfilled the bonus wagering requirements. Despite submitting all required documents, his withdrawal had been pending for two months and the casino had not responded. The player confirmed he had passed the KYC verification and his ID card had been accepted. However, he did not reply to further communication from our team. As a result, we were unable to continue the investigation and had to reject the complaint.
Vinyl Casino - Player's withdrawal is delayed.
Amount: $500
Vinyl Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case opened
Current status
Waiting for player to reply
0d 15h 30m 31s
Case summary
6 days ago
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1 month ago
Translation
Hello, I was playing at Vinyl Casino using bonus money and I had successfully met the bonus wagering requirements. However, my withdrawal has been pending for 2 months now. I have already sent them my ID and bank card. When I contacted customer service, they told me they would forward the matter to technical support. Yet alas, after 2 months I have yet to receive a response.
Automatic translation:
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1 month ago
Dear glockenhammer,
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?
Could you kindly specify what kind of bonus you took and what types of games you played? Please send me the link or the screenshot of the bonus.
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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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4 weeks ago
Translation
Hello, I haven't made any withdrawals yet. I passed the KYC verification and my ID card was accepted.
(bonus)Automatic translation:
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3 weeks ago
Before proceeding with your complaint, please forward me any communication between you and the casino that could be relevant. My email address is veronika.l@casino.guru.
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2 weeks ago
Dear glockenhammer,
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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1 week ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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6 days ago
We’ve reopened this complaint at the request of glockenhammer. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following message:
Hallo, ich habe eine email an sie geschickt
Thank you for your email. From the screenshots you provided us with, it seems that your verification has not yet been finished. Have you uploaded all the requested documents?
glockenhammer has 0d 15h 30m 31s to reply
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