Vegas Now Casino - O jogador acredita que o seu pagamento foi atrasado.

I am filing a formal complaint against VegasNow Casino regarding significant delays in processing my withdrawal requests.

Player Details

•  Playing from: Australia

•  Currency: AUD

•  VIP Status:The Spectre Level 2 member (with dedicated VIP team)

Issue Summary

I won approximately AUD 140,000 through pure cash play (no bonuses were used at any time). Starting from 01 April 2026, I requested multiple withdrawals of AUD 6,000 each via INPAY Bank Transfer Local.

•  Successfully received: AUD 18,000 (1 Wire + 2 Inpay)

•  Remaining: ~AUD 122,000 still Pending (now over 13 days as of 14 April 2026)

The VIP team personally contacted me and explicitly promised to process AUD 6,000 per day on Monday and Tuesday in early April. Only one withdrawal was processed on Monday. Since then, all remaining requests have been stuck in Pending status.

Despite multiple follow-ups, Support responses have been consistently vague:

•  "Escalated to management team for further review"

•  "Additional security checks"

•  "This information cannot be shared as it is internal"

•  "Exact timeframe cannot be provided… processed as soon as possible"

No specific reason, timeline, or required documents have been provided, even though I have already received AUD 18,000 successfully and my account is fully verified.

I request your assistance to:

1.  Contact VegasNow and obtain a clear status and realistic payment timeline for each pending withdrawal.

2.  Help secure the full release of the remaining AUD 122,000.

Attached evidence:

•  Screenshots of all pending withdrawals (dates and amounts)

•  Bank statements showing the successful AUD 18,000 deposits

•  Screenshots of VIP team promise conversations

•  All recent support chat/email screenshots (including the latest vague responses)

I am happy to provide any additional information or cooperate fully.

Thank you for your help.

Best regards,

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.

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Stay safe.

Dear BigwinNoPayOut,

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

Hi,

thanks for looking into this matter.

however, The VIP team personally contacted me and explicitly promised to process AUD 6,000 per day on Monday and Tuesday in early April. However, this promise was not kept. Only one withdrawal was processed on Monday, and all remaining requests have been stuck in Pending since then.

I have contacted Support multiple times, but they have only provided vague and unhelpful responses such as:

• "Escalated to management for additional security checks"

• "This information cannot be shared as it is internal"

• "Exact timeframe cannot be provided… processed as soon as possible"

I just need to ensure that it will be paid and share the schedule of it

Dear BigwinNoPayOut,

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.

Hi,

I haven’t heard anything back from the casino side at all.

Requested for the contact details and just got general contact

Dear BigwinNoPayOut, thank you for your response. 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?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Hi Karla,

responded through email.

thank you for looking into this.

Hello,

Thank you for your email.

Based on the information you provided, could you please clarify how much money has already been successfully paid out to you (received withdrawals)?

Thank you in advance for your clarification.

Karla

Hi

36,000 so far 🙂

Dear BigwinNoPayOut,

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, Lucia, (lucia.s@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,

Karla Mayfly

Hello BigwinNoPayOut,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

Thanks for your help 🙂

Just an quick update,

Vegasnow has paid me to 60k as of today 🙂

Thanks for keeping the promise

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 BigwinNoPayOut,

thank you for the update. Please keep me informed in case of any new development.

Dear BigwinNoPayOut,

Could you please provide an update? Have you received your funds?

Hi Lucia,

i have received 78k as of today.

Hopefully i could get the remaining 60k within their monthly payout limit

Dear BigwinNoPayOut,

I’m glad to see that the withdrawals now appear to be progressing properly and that there are currently no further issues with receiving your funds. Based on this positive development, we will go ahead and close the complaint as resolved.

Please keep in mind that if you experience any additional problems after the complaint is closed, you can contact us at any time and we will reopen the case and continue assisting you. Hopefully everything will continue smoothly from here and the remaining process will be completed without any further complications.

Thank you very much for your patience, cooperation, and understanding throughout the entire process. We truly appreciate it and wish you all the best moving forward.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Lucia S

Casino Guru