Vegasino Casino - A retirada do jogador está atrasada devido a problemas com documentos.

In order not to pay me the money I won, they asked me for 3 documents and 1 identity card (ACCEPTED).

2. Domiciliation (NOT ACCEPTED and I send the documents as they ask me)

3 bank account (NOT ACCEPTED)

Per non pagarmi i soldi vinti mi chiedono 3 documenti 1 carta identità ( ACCETATA)

2 domiciliazione ( NON ACCETTATA ed i documenti li invio come loro mi chiedono)

3 conto bancario ( NON ACCETATA)

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. To better understand your situation and assist you effectively, could you please provide more details by answering the following questions?

• Have you received any feedback from the casino regarding the documents you submitted?
• Have you contacted customer support about this matter? If so, what was their response?
• Which documents have you provided as proof of residence and proof of ownership of your bank account? Do these documents include all the personal information necessary to verify you as the account holder?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Yes, I am in constant contact with the casino, providing them with all the documents as they ask for, but they always take time or make excuses not to accept my winnings of over 50k.

In May 2025, with a demonstrable transaction, they refunded me an amount of 1100 and did not ask me for any documentation.

Sì con il casinò sono in costante contatto , fornendogli tutti i documenti come loro chiedono, ma prendono sempre tempo o scuse per non accettare la mia vincita di 50k passati.

nel maggio 2025 con tanto di transazione dimostrabile mi hanno rimborsato una cifra di 1100 e non mi hanno chiesto nessuna documentazione.

Please forward me all the communication between you and the casino regarding the verification of your account at veronika.f@casino.guru. Thank you for your patience and cooperation.

Sent everything

Inviato tutto

Thank you for your emails. Could you please specify if you provided the proofs of both of your residence addresses as the casino requested? Could you please specify why there are two addresses in your casino account?

As I also told the dedicated consultant, nothing but AI responses, on the website I mistakenly indicated only the street address and not the full name.

I have provided all the documents as they require and am now in the process of reviewing.

I repeat to say in May 2025 I was paid a win of around 1100 by VEGASINO demonstrable with CRO and now ???

Come dicevo anche al consulente dedicato, non altro che risposte con IA, sul sito avrò erroneamente indicato solo via e non nome completo.

ho fornito tutti i documenti come loro richiedono ed ora sono in fase di revisione.

Ripeto a dire nel maggio 2025 mi è stata pagata una vincita attorno i 1100 da VEGASINO dimostrabile con CRO ed ora ???

Thank you very much for your reply. Could you please specify which "dedicated consultant" you mean? Have you been contacted by a third party outside this complaint thread?

Could you also explain in more detail the problem with your address? Did you not enter your full address when filling out your casino profile? Which information was missing? Has all the other information in your account been filled out correctly?

I was contacted by a certain Mr. Alberto for the first time on August 8th with this email vip@vegasino.com and with the calm of the whole world, one document at a time is uploaded, but always under verification, the documentation is all very clear and demonstrable.

As for the address, I may have omitted it during registration or there may have been some inconsistency when I provided my identification document and electricity bill (with different addresses because in life you can change residence).

The required documentation is sent as requested by them.

Thank you so much for your time and have a good day.

Sono stato contattato da un certo signor Alberto per la prima volta l’8 agosto con questa mail vip@vegasino.com e con la calma di tutto il mondo un documento alla volta viene caricato, ma sempre in fase di verifica, la documentazione e’ tutta molto chiara e dimostrabile.

Per quanto concerne l’indirizzo avrò omesso la dicitura in fase di registrazione oppure si sarà verificata qualche incongruenza quando avrò fornito documento di riconoscimento e bolletta luce ( con indirizzi diversi perché nella vita può accadere di cambiare residenza).

La documentazione richiesta viene inviata come da loro richiesto.

La ringrazio infinitamente per il tempo speso e buon proseguimento di giornata.

My documentation has been accepted and now we proceed with the withdrawal in several installments 🤞🤞🤞

La mia documentazione è stata accolta ed ora procediamo con il prelievo in più tranche 🤞🤞🤞

I’m glad to hear that your account is now fully verified. Could you please confirm whether you have already submitted any withdrawal requests? If so, kindly specify the exact dates of submission, the number of requests, and the amounts involved.

The first installment of €500 has already been paid today, now we are waiting for the additional €800 each, of which a request for the latter was made today because only one can be made per day.

La prima tranche di 500€ oggi è stata già pagata, adesso attendiamo le ulteriori da 800 l’una di cui di quest’ultima una richiesta e’stata fatta oggi perché se ne può fare 1 al giorno.

We can consider the case resolved; my documents have been accepted and the payment is gradually starting. Thank you for your time; I'll contact you if I encounter any other issues.

I wish you good work.

Potremmo ritenere il caso risolto, i miei documenti sono stati accettati e piano piano iniziano a saldare. Vi ringrazio per il tempo dedicato, qualsiasi altro problema ci dovesse essere vi contatto.

Vi auguro un buon lavoro.

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

Dear bjm4rk68f5,

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,

Veronika

We’ve reopened this complaint at the request of bjm4rk68f5. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following email:

Good morning, unfortunately I am FORCED to reopen the complaint against Vegasino.

I have a winnings and of this winnings I have collected 10256 and 43000 are missing. Last payment received on October 14th of 500.

I try to send emails but no response.

Please forward me the most recent communication between you and the casino regarding the payout of your winnings at veronika.f@casino.guru. Thank you for your cooperation.

I forwarded everything to you, any other evidence or information please tell me everything.

I thank you and wish you good luck.

Le ho inoltrato tutto, qualsiasi altra prova oppure informazione mi dica tutto.

la ringrazio e le auguro un buon lavoro.

Dear bjm4rk68f5

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, Martina (martina.b@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,

Veronika

Ok thank you very much and good work

Ok grazie mille e buon lavoro

Dear bjm4rk68f5,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 provide more information about this case and state the reason why the player has not receive his last withdrawal?

Thank you in advance for providing the information.

One installment was paid this week. I await further information.

un tranche questa settimana è stata saldata. Attendo le ulteriori

That is good news! Thank you bjm4rk68f5! Please keep me posted on progress.

Of course I will keep you informed, yesterday a small tranche.

Certo che la terrò informata, ieri una piccola tranche.

Dear bjm4rk68f5,

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.

payments are proceeding regularly.

have a good day and good work!

i pagamenti procedono con regolarità.

una buona giornata e buon lavoro!

Dear bjm4rk68f5,

thank you for the update!

Is that ok to close the complaint? Or do you want me to keep the complaint opened until you receive all the money? Please let me know.

If you feel it's appropriate to close the complaint because you consider Vegasino to be a "SAFE" casino and therefore able to proceed with the payment, you can do so. However, if we encounter further inconvenient situations, I'll have to request that the case be reopened. Please let me know. Thank you, and I hope you have a pleasant evening.

se lei ritiene opportuno chiudere il reclamo perché ritiene Vegasino un casinò " SICURO" e che quindi potrebbe procedere al saldo può anche farlo, ma se poi ci troviamo in ulteriori situazioni scomode dovrei richiedere di riaprire il caso. Mi faccia sapere lei la ringrazio e le auguro un buon proseguimento di serata.

Dear bjm4rk68f5,

I completely understand your concerns. Please rest assured that you will always have the option to reopen the complaint if the payments stop being processed as they have been so far. We are here to help, and hopefully everything will continue to run smoothly.

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

Thank you in advance for your time.

Best regards