Vegas Hero Casino - O saque do jogador está atrasado devido a problemas com o KYC (Conheça Seu Cliente).

I am facing the same exact issues as this person:

https://casino.guru/complaints/vegas-hero-casino-player-s-withdrawal-is-delayed-4

with some small differences.

I have over 35k on my account, I deposited 10.7k.

700 through Interac e transfer, and 10k through bitcoin.

Basically every time I submit documents to KYC, they keep asking for new documents, basically never ending process, they never respond to my emails and their support is pretty useless. Currently they are asking for a document that explains where I got my money to deposit the 700$ by e transfer, I am a student and currently not working, I just happen to have the money on my account (is it illegal to have money?). Basically I can’t give them anything for this, I provided my bank statement and also a letter from the government showing I received a scholarship back in may for 2500$… nothing works.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear joshtosh13, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila G.

Bank statement, photo id of me and my id, proof of sending funds from my bank account showing my name, amount, bank account and receipt email, Coinbase statement and Coinbase transactions for my bitcoin deposit, proof of address, literally everything you can think of I gave them.

Dear joshtosh13,

Thank you very much for your reply.

• Which documents were approved and which were not, to your knowledge?
• Are there any documents in your account that are currently pending verification?
• Have you received any communication indicating the status of your latest document submission?

Thank you for your patience and cooperation.

Approved documents: selfie photo, license, bank statement, Coinbase transaction.

currently asking for proof of income or proof of ownership of the funds sent of 500$ by Interac e transfer, I provided them with the exact document they requested, amount, date, my name on it, receipt. They always reject it for no reason.

i am in communication with them and they keep repeating the same thing: please wait (been waiting for over a month now) no progresss. Since this whole thing started at least 2 months.

Dear joshtosh13,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear joshtosh13,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Vegas Hero Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Vegas Hero Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear joshtosh13,

I have reached out to the casino regarding your inquiry, and they have requested your username and email address. If you feel comfortable sharing this information, you may provide it here or send it to me via email at (hadi.a@casino.guru)

Dear joshtosh13,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

Please be informed that we are currently investigating your case and will contact you with further information and updates as soon as possible.

We thank you for your patience and understanding.

Kind regards,

Vegashero Team

i mean thanks for the most useless info. I have submitted the last and only document I was able to get from my bank…

Dear joshtosh13,

Thank you for your reply.

Please be informed that your documents are currently under review.

You will be contacted as soon as possible with further information and updates.

We thank you for your cooperation and patience.

Kind Regards,

VegasHero Team

Thank you both for the updates.

I understand that your documents are currently under review, joshtosh13, and I can see why the delay has been frustrating. At this stage, we’ll wait for VegasHero to complete their verification and provide any updates.

I kindly encourage the casino to keep the player informed as soon as any developments arise so this process can move forward smoothly.

Thank you,

Hadi A.

This is a never ending loop with KYC. Everyone a document is accepted: they ask for more documents. If it isn’t accepted they just keep asking for the same thing over and over without any explanations. They just recently asked for a bank statement, ID and photo ID. I provided all of that and they just keep doing the same thing…

turns out my account has actually been verified. I am very shocked. My pending withdrawal that I made back in November was paid out to me. Will now wait until I get a few of my withdrawals out before resolving this. I have 34k to be withdrawn, I can only withdraw 2k per day and given it takes them 3 days for a withdrawal it will take around 48 days to get all my money out.

Dear all,

We truly appreciate your patience.

We would like to inform you that the account is verified, and we are working on the withdrawal request with the highest priority.

Best regards,

VegasHero Team

update, I got 6k/36k out. So for now everything is good. Only thing is can only withdraw 2k per day. To be honest I don’t mind waiting around a month but would be great if it my withdrawal limit could be increased given the circumstances.

Dear joshtosh13,

Thank you for your reply.

Please be informed that the withdrawal limit is based on your account level.

Once you account reaches a higher VIP level you may be able to withdrawal a higher amount.

Unfortunately we cannot influence this level manually as it will be calculated automatically upon the activity on your account.

Furthermore we would kindly like to inform you that we forwarded your withdrawal request with priority and expect the finalization in the nearest time.

Best regards,

VegasHero Team

Perfect. Thanks for the update.

Dear all,

Thank you for the update and for your cooperation. I am glad to hear that everything seems to be working properly.

We will wait for further updates until all funds are successfully withdrawn. Please do not hesitate to write here if there are any new developments.

Update. I got 10.9k out in total. Yesterday I made another withdrawal and this time the withdrawal is a bit delayed compared to the other ones (usually always got the withdrawals the following day, now it’s 1+ day so waiting for an explanation).

Hi,

Thanks for the update. I’m glad to hear you’ve received 10.9k in total.

Hopefully the latest withdrawal will be processed soon. Please keep us updated if there are any further delays.

Kind regards,

Hadi

i just got my withdrawal I requested a few days ago. It seems like when I was making my first couple of withdrawals that always came next day, when I was getting that money in they lowered my VIP level. I was at a VIP level 5 which is probably why my withdrawal limit was higher and only took 1 day. Now on VIP level 1 max withdrawal is 750$ and takes 3 days. All is good now. Will have to wait until March to make more withdrawals since the max per month is 10500$. Will update as it goes.

Will be able to provide further updates as of end of 1st week of march when I am able to withdraw more funds. They have a monthly withdrawal limit which I have reached

Thank you for keeping the update up

i just made 2 withdrawals since my monthly limit has been reset. Will update as I get more info

Thank you for the update. In the meantime, I will extend the timer.

Update: withdrawals are going as planned. Able to withdraw 750$ CAD every day for 3 consecutive days then all 3 are approved the same day. I did this a total of 9 times and got 6750$ out so far. I expect to be able to take out another 3750$ for the month of march and then I’ll have 13k left around. I think we can mark the case as resolved when I get all my withdrawals for the month of march which should take 6 days to do.

Dear joshtosh13,

I am pleased to hear that everything is progressing smoothly. We will patiently await your next update.

just got another withdrawal for the month. Everything is going as expected other than sometime they might delay payment by a day but only happened 2x out of like 20 withdrawals. Overall having a better experience after my initial reaction .

total withdrawn: 22k

Thank you for keeping us informed with the updates.

We eagerly look forward to your next update.

All withdrawals completed for this month. 10.5k withdrawn, everything went as expected

Please keep us informed. Thank you!

Dear joshtosh13,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Hadi
Casino.Guru

We’ve reopened this complaint at the request of joshtosh13. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

i requested my first withdrawal on April 1st. They say 3 days for withdrawal and nothing has been processed yet. Not sure why they are not paying me as usual this month…

Dear Vegas Hero Casino,

I would greatly appreciate it if you could provide some insights regarding the current situation.

After 13 days of requesting the withdrawal, I have finally been paid out the first withdrawal of the month. I will update as it progresses, only I withdraw all 10.5k for the month I will mark this as resolved. I still have 13k on the account

I understand, and I will patiently await your next update. Thank you for keeping me informed.