Vegasino Casino - A desistência do jogador está atrasada.

I have had a withdrawal pending since 21-10-2025 since 23:35, and today 04/11/2025 I still haven't received anything. I've been communicating with them completely by chat and e-mail, and they keep saying the same thing, that the finance department is processing it. i need the money urgently. and i don't know what to do.

Tenho um levantamento pendente desde o dia 21-10-2025 desde as 23:35, e hoje dia 04/11/2025 ainda não recebi nada. Estou completamente a comunicar com eles por chat e e-mail , e estão sempre a responder a mesma coisa , que o departamento finenceiro esta a processar. tou a precisar do dinheiro urgente. e ja não sei o que fazer.

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Dear KoalaPT, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Vegasino Casino. 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? 
• Have you accumulated your winnings with or without an active bonus? 

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. 

Best regards, 

Katarina

Have you ever made a successful withdrawal before?

Yes, I made a withdrawal of 500 euros, which was paid out in 4 days.

Could you confirm that you have passed the KYC check?

My account is verified, every time I talk to them on their chat, they say it's the fault of the finance department and not me or my account.

Did you accumulate your winnings with or without an active bonus?

I accumulated my winnings without an active bonus.

Can you help me? It's been 15 days since the withdrawal was requested and I still haven't received anything.

Você já fez algum saque com sucesso antes?

Sim, fiz um saque de 500 euros , onde me pagaram em 4 dias.

Poderia confirmar se você passou pela verificação KYC?

A minha Conta esta verficada , sempre que falo com eles no chat deles , eles dizem que a culpa e do departamento financeiro e não meu ou da minha conta.

Você acumulou seus ganhos com ou sem um bônus ativo?

Acumulei os meus ganhos sem bonus ativo.

Conseguiam me ajudar ? Hoje faz 15 dias que o levantamento foi pedido e ainda nao recebi nada.

Dear KoalaPT,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear KoalaPT,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina