Vegasino Casino - A retirada do jogador foi adiada.

Hello, about two weeks ago I requested two withdrawals totaling €900 from Vegasino. Their terms and conditions state that the transfer will be processed within a maximum of three business days, but to this day it still says "Pending". Can I still expect the transfer?

Hallo ich habe vor etwa 2 Wochen 2 Auszahlungen von insgesamt 900€ angefragt bei Vegasino. In den AGB's von denen steht drinnen das die überweisung in maximal 3 werktagen bearbeitet wird, bis heute steht immernoch in bearbeitung. Kann ich noch mit der Überweisung rechnen?

Dear Musa3800,

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 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?

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,

Kristina

This is actually my first withdrawal from Vegasino. Vegasino states that I no longer need to verify my identity (see screenshot). The winnings were collected without an active bonus.

Tatsächlich ist das bei Vegasino die erste auszahlung von mir. Bei Vegasino steht das ich mich nicht mehr zu verifizieren brauche ( siehe Screenshot). Die gewinne wurden ohne aktiven Bonus gesammelt.

Thank you for your reply, Musa3800. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I tried contacting the casino, but they blocked my account as well. However, according to them, the withdrawal is apparently still being processed. I'm still waiting and don't have access to see whether the request has been processed or not.

Ich habe das casino versucht zu kontaktieren, daraufhin haben die jetzt auch noch meinen Account gesperrt, jedoch ist die Auszahlung anscheinend immernoch in bearbeitung laut deren Aussage. Ich warte immernoch und habe jetzt auch noch kein zugriff darauf zu sehen ob die anfrage bearbeitet wurde oder nicht.

Thank you very much, Musa3800, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi Musa3800,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Vegasino Casino to the conversation to participate in the resolution of this complaint.

Dear all

Thank you for your patience.

Kindly be informed that both of customer withdrawals are complete and paid out on our side.

Best Regards

Vegasino Team

Thank you, Vegasino Casino team, for the update.

Dear Musa3800,

Could you please confirm that you received the withdrawals?

Yes I received the payment

Ya ich habe die auszahlung erhalten

Dear Musa3800,

We're glad to hear that your issue has been resolved. 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,

Peter