Vegas Hero Casino - As retiradas dos jogadores estão significativamente atrasadas.

Hello everyone,

I wanted to share my current issue with Vegas Hero regarding my withdrawals, in case someone has experienced something similar or can give advice.

I requested three withdrawals more than three weeks ago, and I am still waiting. The live chat support is not helping at all – sometimes they tell me I don’t need to verify, sometimes that I am already verified, and then they just kick me out of the chat. Other times, the live chat doesn’t even work.

I have also sent around 15 emails to their support, but I only received four replies. Every single time they just tell me I need to verify my account. The problem is: I already completed my verification two days after my win, when the option was still shown in my profile. Now there is no verification option visible in my account anymore, but they still keep telling me I need to verify.

I have already sent all required documents twice by email, but they still insist on more. For example, they now want an Apple transaction history from a month ago, which I can’t even access anymore. I keep resending everything, but nothing changes – they just keep asking me again to verify.

To make things even worse, in their latest email they actually threatened that if I don’t upload the documents, they can suspend my account within 30 days and even withhold my money.

At this point, I don’t know what else to do. I just want my money, but I feel completely stuck and ignored.

Has anyone had the same experience with Vegas Hero or knows what I could do next?

Thanks in advance.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents did you upload to your casino profile after your win?
2. Could you please explain why you're unable to access your Apple transaction history?
3. Has the casino requested any additional documents from you recently, and if so, which ones?
4. Are there any documents that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

After winning, I was initially asked to upload a selfie with my ID to my profile – which was no problem. However, they then requested additional documents, which I submitted in full:

Bank statements from June 15 to July 15

Apple transaction history (as far as technically possible, since only the last 15 transactions are available individually – the remaining transactions are included in my account statements, as described in Apple Wallet)

Selfie with ID

Proof of income

I have now submitted all the required documents. No further documents were requested from me.

I submitted the required documents for the first time last Wednesday by email.

Nevertheless, the processing is dragging on, and nothing has happened since. To me, it seems as if the payout is being unnecessarily delayed.

Nach meinem Gewinn sollte ich zunächst lediglich ein Selfie mit meinem Ausweis in meinem Profil hochladen – das war noch problemlos möglich. Danach wurden jedoch weitere Unterlagen angefordert, die ich auch vollständig eingereicht habe:

Bankauszüge vom 15.06. bis 15.07.

Apple-Transaktionshistorie (soweit technisch möglich, da nur die letzten 15 Transaktionen einzeln abrufbar sind – die restlichen Transaktionen sind in meinen Kontoauszügen enthalten, wie auch im Apple Wallet beschrieben)

Selfie mit Ausweis

Einkommensnachweis

Damit habe ich alle verlangten Dokumente eingereicht. Weitere Unterlagen wurden von mir nicht gefordert.

Die erforderlichen Dokumente habe ich schon Mittwoch letzter Woche das erste Mal eingesendet per Mail.

Trotzdem zieht sich die Bearbeitung in die Länge, und es passiert seitdem nichts mehr. Für mich wirkt es so, als ob die Auszahlung unnötig hinausgezögert wird.

I'm really upset. Can't they just do this? There's nothing to indicate that I wanted to withdraw money to another account. I also sent two PDF files from two months to my bank for verification, and as a thank you for waiting three weeks, they've frozen my account and kept my money.

Ich bin wirkich sehr aufgebracht. Können sie das überhaupt nicht einfach so machen. Es gibt nichts was dahin deutet das ich Geld auf ein anderes Konto auszahlen wollte. Außerdem habe ich 2 PdF Dateien von 2 Monaten meiner Bank als Verifizierung gesendet und als Dank für 3 Wochen warten wird mein Konto gesperrt und mein Geld behalten.

Am I correct in understanding that the casino has now blocked your account? If you received any emails regarding this action, kindly forward them to me at veronika.f@casino.guru. Please include all other communication that could be relevant to the investigation of your case as well. Thank you for your cooperation.

Yes, they actually blocked my account on the grounds that I had paid out to other players or transferred money

Ja sie haben tatsächlich mein Konto gesperrt mit der Begründung ich hätte an andere Spieler ausgezahlt oder Geld transferierte

Veronika thank you very much at First. I send you all Information over the last days that I send or ir recived. I send you the Documents with my Player Email which I used for the sign up there.

Hello MomoReyZ,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, MomoReyZ, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you MomoReyZ for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vegas Hero Casino for their help in resolving this complaint. We would like to know why the player's account was closed and winnings confiscated.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you Peter,

But I've already mentally come to terms with the fact that I was cheated out of €1,500. I wrote emails every day, but in the end I didn't even get a reply. I also tried to get in touch with DoItPartners, who explicitly promote and advertise this casino, but I didn't receive a reply from any of the 7 managers or anything like that. After spamming their Instagram account every day, I finally received a reply with the message that they only promote these casinos and can't help me, and that I should contact casino support. This casino really is a complete joke. I warn everyone against creating an account there, and especially not depositing money there.

Danke dir Peter,

aber ich habe schon psychisch damit abgeschlossen das ich hier um 1.500€ betrogen wurde. Ich hab täglich Mails geschrieben am Ende wurde mir nicht einmal mehr darauf geantwortet. Ich habe mich auch mit den DoItPartners in Verbindung setzen wollen die explizit dieses Casino promotet und bewirbt dort habe ich auch von keinen der 7 Manager oder Ähnliches eine Antwort erhalten. Nach täglichen zuspamen deren Insta Account wurde mir dann schließlich geantwortet mit der Nachricht sie bewerben nur diese Casinos und können mir nicht helfen ich solle mich doch mit dem Casino Support auseinandersetzen. Wirklich ein reiner Witz dieses Casino. Ich warne jeden davor dort ein Account zu erstellen und vorallem dort einzuzahlen.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Vegas Hero Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear All,

Thank you for your inquiry.

Our records indicate that the previous withdrawal requests were cancelled and the resulting balance was played through on our platform.

Please be informed that the account is currently closed and no remaining balance is available.

Best regards,

VegasHero Support

Thank you for the update Vegas Hero Casino representative.

Dear MomoReyZ, can you confirm you have ended up playing through your funds, as in that case we won't be able to assist you further. Thank you in advance for your clarification!

That's unfortunately not true. I won €2,500, of which I requested a direct withdrawal of €1,500. Since I could only make one €500 request per 24 hours, I lost €1,000 of the total €2,500. That's correct. However, while I was waiting for confirmation of my remaining €1,500, I was kept waiting for two weeks, and then my account was blocked without any plausible reason. They claimed I had transferred money to other players, and I still have all the emails to prove it. It's truly outrageous to spread lies here in this forum.

Das ist so leider nicht wahr ich hatte 2.500€ gewonnen wo ich 1,500€ direkt als Abhebung beantragte da ich pro 24H nur 1 mal einen 500€ Antrag stellen konnte von denn insgesamt 2,500 hatte ich 1.000 wieder verspielt das ist korrekt. In der Zeit wo ich aber auf die Bestätigung meines Restbetrages von 1,500 gewartet habe wurde ich 2 Wochen warten gelassen und daraufhin mein Konto gesperrt ohne plausiblen Grund es wurde gesagt ich habe Geld an andere Spieler transferiert dafür habe ich auch noch sämtliche Emails. Es ist wirklich sehr frech hier in dem Forum noch Lügen zu behaupten.

It says it all that I'm unfortunately not the only one in Germany who has fallen for this casino and been scammed. I've found many similar complaints about Vegas Hero. Since there's nothing you can do about it in Germany because the casino doesn't have a valid license, it's also very difficult to achieve anything legally.

Es sagt schon alles das ich in Deutschland leider nicht der einzigste bin der auf dieses Casno reinigefallen ist und betrogen wurde. Ich habe sehr viele ähnliche Anliegen zu Vegas Hero gefunden. Da man in Deutschland auch nicht dagegen vorgehen kann da das Casino keine gültige Lizenz besitzt ist es auch auf Juristischen Weg sehr schwammig was zu erreichen.

Thank you for the update MomoReyZ.

Dear Vegas Hero Casino representative. Would it be possible to provide me with the player's transaction and betting history to support your claim? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

I just went through all my emails again and found the ones with Vegas Hero. I have two screenshots here showing that my withdrawal was canceled by the site on September 3, 2025, at 3:31 PM. At 3:34 PM on the same day, I received an email stating that my account had been closed out of the blue. I couldn't play or do anything else at that time because I was at work. It would also be strange, as they claim, to lose €1,500 within three minutes.

Ich habe auch eben nochmal meinen ganzen Email Verkehr durchgesehen und die Emails mit Vegas Hero herausgesucht. Ich habe hier 2 Screenshots die Zeigen das am 3.September.2025 um 15:31 meine Auszahlung storniert wurden von der Seite. Um 15:34 am gleichen Tag bekam ich die Email das mein Account geschlossen wurde aus dem nichts ich konnte zu dieser Zeit weder spielen oder sonst irgendwas weil ich zu dieser Zeit auf Arbeit war. Es wäre auch komisch wie behauptet wird 1.500 innerhalb von 3 Minuten zu verspielen.

Dear Peter,

Please be advised that our records indicate a manual payment of 1,500 EUR was successfully processed to your account on September 3rd.

We kindly request that you review your bank statement for the month of September to confirm receipt of these funds.

Kind regards,

The VegasHero Team

First they said I gambled away the money, now they say it was paid out. I can gladly send them my bank details from September 3rd onwards; nothing has been credited to my account, especially not €1,500. I have screenshots of the emails showing that my withdrawals were canceled, and four minutes later my account was blocked. I can prove all of this. I find it extremely dubious to claim I gambled away the money and now say it was paid out. Something just doesn't add up.

Erst heißt es ich habe das Geld verspielt jetzt heißt es es wurde ausgezahlt ich kann gern mein Konto ab 3.September schicken da ist nicht auf meinem Konto eingegangen vorallem keine 1.500€ ich habe einen Screenshot von den Emails die zeigen das meine Auszahlungen storniert wurden, und 4 Minuten danach mein Konto gesperrt wurde dies kann ich alles beweisen. Ich finde es sehr sehr Fragwürdig einmal zu behaupten ich hätte das Geld verspielt und nun heißt es, es wurde ausgezahlt irgendwo passt die Geschichte vorne und hinten nicht.

Dear All,

Please accept our apologies for the previous misinformation regarding the 1,500 EUR withdrawal. After a thorough review with our Compliance Department, we can confirm that these funds were correctly deducted in accordance with our General Terms and Conditions.

Specifically, the Website is intended for personal entertainment purposes only. The following activities are strictly prohibited and constitute a material breach of our terms:

Terms and conditions: 9.1 "Attempting to sell or transfer your account to other persons or to acquire accounts of other persons."

Our investigation confirmed that the player was engaging in unauthorized money transfers between accounts, which is strictly forbidden.

Consequently, the deduction is final and cannot be reversed.

Kind regards,

Vegashero

It's very strange; first you say one thing, then another, and now, oh wait, it was like this after all. You are a gambling company. I understand your terms and conditions. I would be foolish to knowingly transfer €1,500, which I really needed, to other players, risking having my account blocked. However, I would still like to see your evidence and facts on which you based your claim that I violated your terms. This evidence didn't appear when I wrote countless emails, and it won't appear now either. I've already noticed that your casino likes to withhold larger payouts and block accounts, as I'm not the only one experiencing this.

Sehr komisch erst heißt es so dann so und jetzt ach ne es war doch so. Ihr seit ein Unternehmen der Glückspiele anbieten. Ich verstehe ihre Terms and Condition. Ich wäre doch selber dumm wenn ich 1.500€ die ich wirklich gut gebrauchen konnte wissentlich mit Hintergedanke wenn ich dieses Geld an andere Spieler transferiern würde, das mein Konto gesperrt wird. Ich hätte aber trotzdem gerne mal ihre Beweise und Fakten gesehen an was sie es Fest gemacht haben das ich diesen bruch ihrer Conditionen begangen haben sollte. Dieser kam damals als ich unzählige emails geschrieben habe nicht und wird auch jetzt nicht kommen. Ich habe schon mitlerweile gemerkt das ihr Casino gerne mal größere Auszahlungen einbehält und das Konto sperrt da ich hier kein Einzelfall bin.

Thank you for the update Vegas Hero Casino representative. Would it be possible to provide me with evidence of unauthorized money transfers between accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Thank you so much, Peter, for your support; I truly appreciate it! I'm very curious to see if such proof will be forthcoming, as I am 100% certain of my innocence. I'm simply an ordinary person who occasionally deposits 20-30 euros. Having to experience something like this, enduring it all without being able to do anything about it, was truly nerve-wracking. I've already resigned myself to the fact that I'll never see that money again. Nevertheless, I'm very eager to see the evidence that is supposed to prove my guilt.

Vielen Dank Peter für ihre Unterstützung das weiß ich wirklich sehr zu schätzen! Ich bin sehr gespannt ob ein solcher Nachweis kommen wird da ich mir zu 100% keiner Schuld bewusst bin. Ich bin lediglich ein normaler Mensch der ab und an mal 20-30 Euro einzahlt. Das man aber dann so etwas erleben muss und dabei noch alles über sich ergehen lassen muss und nichts dagegen tun kann war wirklich nervenaufreibend. Ich habe aber schon mit dem Geld abgeschlossen das ich dies jemals sehen werde. Alldem bin ich trotzdem sehr gespannt an die Beweise die hier meine Schuld belegen sollen.

Dear MomoReyZ,

We kindly ask for your continued patience as we await an update from the relevant department regarding your request. 

We will make every effort to provide an update at the earliest opportunity.

We sincerely appreciate your patience during this time. Thank you for your understanding. 

Kind regards,

Vegas Hero Casino team.

Hi,

Thank you for your patience.

Please be informed we are still waiting for an update regarding this case. We will inform ou as soon as possible.

Kind Regards,

VegasHero

Dear all,

Thank you for your continued patience.

Please be advised that we are still awaiting a final update from the relevant department. We are following up on this matter as a priority and will notify you as soon as more information becomes available.

We apologize for the delay and appreciate your understanding.

Kind regards,

VegasHero

Their credibility still hasn't improved. I'm not an isolated case. I've already heard that their casino is withholding larger payouts and, in some cases, not paying out at all. We can wait another two weeks if you like, but nothing will come of it. They can't provide any evidence, since I didn't commit the offense they're accusing me of.

Ihre Glaubwürdigkeit steigt nach wie vor trotzdem nicht. Ich bin kein Einzelfall. Ich habe schon mitbekommen das ihr Casino größere Auszahlungen zurückhält und in ein paar Fällen nicht auszahlt. Wir können gerne noch 2 Wochen warten. Es wird aber nichts bei rum kommen. Da sie keine Beweise liefern können, da ich das Vergehen das sie mir anschuldigen nicht begangen habe.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear MomoReyZ As we have not received any new updated, I'm afraid there is not much that can be achieved without cooperation from casino's side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter