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Formal Complaint Regarding Blocked Withdrawals and Unlawful Retention of €7,100

I am submitting this formal complaint against VegasHero Casino regarding the unlawful blocking of my withdrawals and the continued retention of my funds.

My player account has been fully verified, and I have complied with every request made by the casino. Despite this, VegasHero has blocked my withdrawals without providing any legitimate reason or evidence of any violation of their Terms and Conditions.

The casino is currently withholding €7,100 of my money. I have repeatedly contacted customer support and requested an explanation, but I have received only generic responses and no meaningful resolution.

I believe that this conduct is unfair, abusive, and contrary to the obligations of a licensed gambling operator. Retaining a player's legitimate funds without proper justification undermines consumer protection and the integrity of the online gambling industry.

I respectfully request that you:

Investigate this matter immediately.

Require VegasHero to provide a full written explanation for blocking my withdrawals.

Order the immediate release and payment of my €7,100.

Take any regulatory or disciplinary action that you consider appropriate if the operator is found to have breached its licensing obligations.

I am prepared to provide all supporting evidence, including account statements, screenshots, email correspondence, chat transcripts, and proof of identity verification.

If this matter is not resolved promptly, I reserve all my legal rights and will continue pursuing legal action and reporting this case to every competent regulatory and consumer protection authority.

I kindly request confirmation that my complaint has been received and information regarding the next steps of your investigation.

Yours faithfully,

[Your Full Name] [Your Email Address] VegasHero Username: [Username] Date: [Date]

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Hello,

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

• Could you please specify how many days ago was your withdrawal requested?
• Was your account, including the payment method, successfully verified?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you.

Thank you in advance.

Best regards,

Attila

Hello attila , my withdrawls are blocked from 10th of july and they still blocked . I uploaded any documents for verification a lot of months ago and i uploaded again a week ago nut nothing solved. I was to take my deposits back because this is illegal ... if i deposit and i cant take my withdrawls back ...

Hello dnachs,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Are there any documents in your account that are currently pending verification? If so, could you please confirm which documents have you already provided to the casino?

Additionally, could you please advise if you have initiated a chargeback process regarding your deposits with your payment provider?

Thank you for your cooperation.

Dear dnachs,

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.

Hi. No there is no pending documents and they closed my account without reason. What can we do;

Thank you for your reply. Could you please forward your communication with the casino in relation to the account closure? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, could you please advise if you have initiated a chargeback process regarding your deposits with your payment provider?

Thank you for your cooperation.

Hello Attila. Yes i am trying a chargeback from revolut but i think that i will not take back any money. And i have no conversations with casino. They just close my account without inform. I went to the police already

Hello dnachs,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Player,

Thank you for your reply and for clarifying the situation.

Based on the information you provided, it appears that a chargeback process has already been initiated with your bank in relation to the disputed transactions.

Please understand that once a chargeback has been started, the payment dispute is transferred to the relevant financial institution (your bank and card provider), which becomes the primary authority responsible for investigating and resolving the transaction. In such cases, we are no longer able to effectively continue mediation with the casino, as the financial resolution process is already being handled externally.

We would also like to remind you that initiating a chargeback can have broader consequences, including potential restrictions imposed by the casino and possible limitations on future transactions with certain operators.

When a casino player initiates a chargeback request, they're essentially disputing a transaction with their bank or credit card issuer, claiming that the transaction was unauthorized or fraudulent. This action can have significant repercussions. Firstly, casinos take chargebacks seriously and may blacklist players who initiate them, effectively preventing them from accessing the casino's services in the future. Moreover, there are legal and financial consequences, as the casino may pursue legal action to recover the disputed funds and the player could be held liable for associated fees. Additionally, initiating chargebacks can negatively impact a player's credit score, making it harder to secure loans or credit in the future. Even if the chargeback is successful and the funds are refunded, any winnings derived from those funds may be forfeited. Furthermore, a history of chargebacks can lead to difficulties with future transactions, as some merchants may refuse to do business with individuals with a track record of initiating chargebacks. Therefore, players should carefully consider the potential consequences before resorting to a chargeback and explore alternative methods of resolving disputes with the casino.

For the aforementioned reasons, this complaint will now be closed. 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.

Best regards,

Attila