Vegasino Casino - A retirada do jogador está atrasada.

Hi, I won 500 euros and I've been waiting for approval since March 15th. I'll start by saying that a couple of months ago I won 150 euros and there were no problems. I go to the support chat and they always tell me the same things, that is, to be patient or the financial department to many requests or that they sent a reminder and I will have my withdrawal soon.

Salve ho vinto 500 euro e dal 15 marzo che aspetto l approvazione premetto che un paio di mesi fa ho vinto 150 euro e non ci sono stati problemi vado nella chat dell assistenza e mi dicono sempre le stesse cose cioè avere pazienza o il dipartimento finanziario a molte richieste o che anno fatto un sollecito e a breve avrò il mio prelievo

Hello lucamarucci2076,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vegasino Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

When I registered I went to do the verification but it told me that I didn't need verification and that I could play among other things I saw 150 euros I think a month ago and they gave it to me I also took a screenshot the winnings come from a top-up made by me the last time I spoke to them about a day ago

Quando mi sono registrato sono andato a fare la verifica ma mi diceva che non avevo bisogno di verifica e che potevo giocare tra l altro ho visto 150 euro mi pare un mesetto fa e me l'anno dati ho fatto anche lo screenshot le vincite provengono da una ricarica fatta da me l ultima volta che ho parlato con loro circa un giorno fa

Hello lucamarucci2076,

As withdrawals may take up to 14 days to be processed, which has now passed, can you please advise if there's been any update regarding your payment?

If still not, we will try to intervene.

Meanwhile, please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Hi no nothing has changed the withdrawal is still stuck I really don't know what to do

Salve no non e cambiato nulla il prelievo e ancora fermo non so proprio cosa fare

Thank you for the help you are giving me

Vi ringrazio per l aiuto he mi state dando

Thank you lucamarucci2076 for all the information provided. I will now forward your complaint to my colleague Martina (martina.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you so much Martina for your assistance from March 15th to today and almost a month has passed and the withdrawal is still being processed and the casino continues to tell me that there are no problems and that they are aware of my delay and they are doing everything possible

Grazie mille Martina per la tua assistenza dal 15 marzo ad oggi e passato quasi un mese e il prelievo e ancora in elaborazione e il casino continua a dirmi che non ci sono problemi e che sono a conoscenza del mio ritardo e stanno facendo il possibile

Dear lucamarucci2076,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Vegasino Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hi Martina I wanted to inform you that finally after 28 days I have been credited with the withdrawal thanks for your support have a good day

Salve Martina vi volevo informare che finalmente dopo 28 giorni mi e stato accreditato il prelievo grazie per la vostro supporto buona giornata

Dear lucamarucci2076,

I am so glad to hear that! We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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,

Martina Bennett

Casino.Guru