Vegas Nova Casino - O jogador afirma que o seu pagamento foi atrasado.

Hi, I need your help to collect my winnings ($94 + $10 deposit) $104. Or, worst case scenario, to get my $10 deposit back.

The site told me that I have to deposit the same amount that I want to withdraw ($94), and then told me that I have to deposit at least the minimum, which is $10, which is what I did and wager 50 times.

It's not clear what I should do. The withdrawal request is pending, and they won't return the balance to my casino account to change it from $104 to $10 and withdraw my deposit only.

The chat hasn't responded since April 3rd, so I write to him at least 20 times a day.

The support email keeps rejecting me, I don't know if I'm banned.

There is a message option on the website, they don't answer either.

I'm really desperate, the casino is licensed in Anjouan, it seemed serious.

I attach some screenshots.

The site is not listed on CG: https://m.vegasnova.co/es/

Player ID: 24*****

Hola, necesito la ayuda de ustedes para cobrar mis ganancias (94$ + 10$depósito) $104. O en el peor de los casos, que me devuelvan el depósito de 10$ que hice.

El sitio me dijo que debo depositar la misma cantidad que deseo retirar (94$), y luego me dijo que debo depositar al menos el minimo, o sea 10$, que fue lo que hice y apostar 50 veces.

No está claro que es lo que debo hacer, la solicitud de retiro está pendiente y tampoco me devuelven el saldo a mi cuenta de casino para cambiar de 104$ a 10$ y retirar mi depósito solamente.

El chat, desde el 3 de abril que no responde, le escribo al menos 20 veces al día.

El correo de soporte me rechaza, no se si estoy baneada.

Hay una opción de mensajes en el sitio web, tampoco contestan.

Estoy realmente desesperada, el casino tiene licencia de Anjouan, parecía serio.

Les adjunto algunas capturas.

El sitio no está listado en CG: https://m.vegasnova.co/es/

Id de jugador: 24*****

Dear lauarual,

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,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear lauarual,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning, I still haven't received any refund of my deposit or winnings. The casino told me they refunded me but didn't send any receipt, nor does it appear as paid on the site. Now I notice I'm blocked and can't access my casino account.

Buen día, aún no he recibido ningún reintegro de mi depósito ni del pago de mis ganancias. El casino me dijo que me reintegró pero no envió ningun comprobante ni tampoco en el sitio aparece como pagado. Ahora noto que estoy bloqueada y no puedo acceder a mi cuenta de casino.

Dear lauarual,

Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Dear lauarual,

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 Nick, I sent you the email you requested to the address , 1 minute ago, from my email: .

Greetings,

Laura

Hola Nick, te envié el mail que me solicitaste a la dirección nikolas.b@casino.guru, hace 1 minuto, desde mi mail: laura.veronica.n@gmail.com.

Saludos,

Laura

Dear lauarual,

Thank you for forwarding the email correspondence.

Based on the information provided, it appears that the withdrawal issue may be related to incomplete wagering requirements associated with your bonus. However, since your account has since been blocked, we will need further clarification from the casino to proceed.

I am now forwarding your complaint to my colleague Pavel (pavel.k@casino.guru), who will be taking over and assisting you further with this matter.

Wishing you the best of luck in resolving the issue.

Kind regards,

Nick

Hello, lauarual!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Hello, lauarual!

I have received information from the casino that they have made a mistake and are ready to help you with your problem. You should contact casino support now, please, do so and let me know what response you will receive!

Dear lauarual,

Thank you for raising your concerns.

At VegasNova, we take all customer feedback and complaints with the utmost seriousness. Your trust is incredibly important to us, and we are deeply sorry for the inconvenience you’ve experienced.

We feel it’s important to inform you that a recently identified rogue employee, who is no longer with VegasNova acted in a manner completely contrary to our standards and expectations, which unfortunately affected your account.

The employee actions do not reflect our company’s values or our ongoing commitment to our customers.

We are actively working to address any damage caused by his misconduct and have taken immediate steps to ensure this does not happen again.

To resolve this matter and ensure you have a positive experience, please contact our support team at support@vegasnova.com

We will reach out promptly to discuss your case, review any evidence you may have, and make things right.

We appreciate your patience and the opportunity to make this right for you.

I want to publicly thank Vegasnova. They contacted me via email, unblocked my account immediately, and I was able to withdraw $104 via ETH.

I received the funds in my wallet in less than 1 minute.

I appreciate the management and the willingness to resolve the case.

Thanks to CG for mediating the resolution.

They can close the case, since it has been successfully resolved.

Thank you Vegasnova, I will definitely trust you again.

Quiero agradecer publicamente a Vegasnova. Se pusieron en contacto conmigo via email, me desbloquearon la cuenta inmediatamente y pude retirar los 104$ vía ETH.

Recibí los fondos en mi wallet en menos de 1 minuto.

Agradezco la gestion y la predispocision para resolver el caso.

Gracias a CG por mediar en la resolución.

Pueden cerrar el caso, pues de ha resuelto con éxito.

Gracias Vegasnova, sin duda, volveré a confiar en ellos.

Dear lauarual,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

I would also like to thank the casino for timely and beneficial cooperation!

Best regards,

Pavel Kaczynski

Casino.Guru