Vegasino Casino - A desistência do jogador está atrasada.

Hey!

I won €400.

Nothing at all happened.

The settings state that I don't need verification, so everything should work and they have all the necessary information.

I only get the silly, pre-prepared answers that everyone else gets.

I've had difficulties withdrawing money in the past, but after months it eventually came through. This time too, no bonuses are active, and the casino just keeps putting me off, saying it will be available soon.

Hey!

Ich habe 400€ gewonnen. 

Es ist überhaupt nichts passiert.

In den Einstellungen steht, dass ich keine Verifizierung brauche, also sollte alles funktionieren und sie haben alle erforderlichen Informationen.

Ich bekomme nur die albernen vorgefertigten Antworten, die jeder bekommt.

Ich habe in der Vergangenheit schon mal mit Schwierigkeiten abgehoben aber mach Monaten kam es dann. Es sind auch diesmal keine Boni aktiv und das Casino vertröstet mich nur und sagt es kommt bald. 

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you accumulated your winnings with the help of a bonus?
• Could you please share a screenshot of the currently pending payout request? Post it here or send the information to my email at tomas@casino.guru

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

Best regards,

Tomas

No, the winnings were without a bonus. Here's the photo.

Nein der Gewinn war ohne Bonus. Hier noch das Foto.

Dear leonard-os

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, Martin (martin.l@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,

Tomas

Hello leonard-os,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you not to play your winnings any further. I would also like to invite the Vegasino Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which leonard-os can expect his withdrawal to be processed?

Dear all,

We would like to kindly confirm that the player's payment of 400 EUR has been successfully completed on 11.10 and has not any active balance in his gaming account.

If you have any additional questions please contact us.Thank you for your cooperation.

Kind Regards,

Vegasino Casino Team

Dear Vegasino Casino representative,

thank you very much for the update.

Dear leonard-os

can you confirm whether your withdrawal has been paid out?

Dear leonard-os,

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,
Martin
Casino.Guru