Vegasino Casino - O jogador acredita que o seu pagamento foi atrasado.

Hello,

I requested a payout on September 7, 2025.

My player account is fully verified. The deposit method is also the withdrawal method. There's no apparent reason to delay my withdrawal request. I've since requested a second withdrawal, also for €500, which is also still pending.

So a total of €1000 must be paid out.

For the second payout, less than three business days have passed.

But the casino should have transferred the first withdrawal amount to me long ago, but instead I still see that the withdrawal status isn't even in processing yet.

I always get the same standard response to my inquiry: you will receive an update regarding the processing, but nothing of the sort happens.

Hallo,

ich habe am 07.09.2025 eine Auszahlung beantragt.

Mein Spielerkonto ist voll verzifiziert. Einzahlungsmethode ist auch die Auszahlungsmethode. Es gibt kein ersichtlichen Grund mein Auszahlungsantrag zu verzögern. Inzwischen habe ich eine 2. Auszahlung ebenfalls mit 500 € beantragt, die ebenfalls noch aussteht.

Also sind 1000 € insgesamt auszuzahlen.

Bei der 2. Auszahlung sind noch keine 3 Werktage vergangen.

Aber das Casino hätte mir den 1. Auszahlungsbetrag längst überweisen sollen, stattdessen sehe ich immer noch, das die Auszahlung im Status noch nicht mal in Bearbeitung ist.

Auf meine Anfrage bekomme ich jedes mal die selbe Standartantwort : sie erhalten ein Update bzgl. der Bearbeitung, aber es passiert nichts der gleichen.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I have requested two withdrawals of €500 each. The first on September 7, 2025, and the second on September 13, 2025.

The withdrawal requested on September 13th has already been transferred to my account. The withdrawal I requested on September 7th, 2025, has still not been processed. I'm kept waiting every day in the casino's live chat, always saying the money will arrive soon. I requested it on September 7th, but today it's already September 22nd.

İch habe 2 Auszahlungen beantragt zu je 500 €. Die erste am 7.9.2025 und die 2. Am 13.9.2025.

Die am 13.9. beantragte Auszahlung ist bereits auf mein Konto überwiesen. Die U erst beantragte Auszahlung vom 7.9.2025 wurde noch immer nicht bearbeitet. Im livechat des Casinos werde ich jeden Tag nur hingehalten, es wird immer gesagt das Geld kommt bald. Antrag am 7.9. heute ist bereits der 22.9.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Were both of your withdrawals connected to the same bonus? Could you please specify which bonus was used?

Have you contacted the casino to confirm that no further verification steps or documents are required from your side?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Hello,

Thank you for your effort, the money has been paid out.

I have now made a deposit without a bonus.

I have diamonds in my player account that I can convert, but strangely enough, I'm not allowed to; it's simply blocked. I won 20 free spins from a bonus offer, but they're also blocked without explanation.

I told them that I wanted clarification, otherwise I would close my gaming account there.

Hallo,

Danke für die Mühe die gelder wurden ausgezahlt.

İch gabe inzwischen eine Einzahlung vorgenommen ohne bonus.

İchbhabe Diamanten auf meinem Spielerkonto die ich umwandeln kann aber komischerweise nicht darf , es wird einfach bkockiert. Aus einem bonus Crab habe ich 20 freespins gewonnen, die mir ohne Begründung ebenfalls blockiert werden.

İch habe denen gesagt , dass ich um Aufklärung bitte, da ich sonst mein spielkonto dort schließen werde.

Dear player, thank you for your update, and I’m glad to hear that the withdrawal issue has finally been resolved.

Regarding the blocked diamonds and free spins, I’m sorry to hear about this inconvenience. May I ask — have you been able to resolve this issue with the casino in the meantime, or is the situation still the same?

Please kindly note that, unfortunately, we won't be able to assist further in this specific matter. Bonuses such as free spins and loyalty rewards (like diamonds) are considered goodwill offers, and the casino reserves the right to decide when and to whom these are granted or made available.

Dear Yesim,

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,
Dominika
Casino.Guru