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

On 08/27 I made the first withdrawal request for €500, the maximum allowed by the casino, on 08/28 I made the 2nd request for €500 and on 08/29 I made the 3rd request for €500. The working days passed and I started talking to the chat and the answer was always the same: don't worry, everything was fine, I just had to wait. On September 10, I still haven't received my order. On the advice of an agent, I decided to cancel the 3 withdrawal orders and place new orders, i.e. I placed the 1st order on September 10 for €400, on September 11 for €300 and on September 12 the third order for €500. Today, September 23rd, I still haven't received any withdrawals and the chat message is exactly the same: there was a delay but everything is fine, I just have to be patient and wait. I still have another €5,400 in my account to withdraw and at this rate I'll never get it back. I hope you can help me. Thank you

No dia 27/08 fiz o primeiro pedido de levantamento de 500€ máximo permitido pelo casino, no dia 28 2° pedido de 500€ e dia 29 o 3° pedido de 500€. Passou os dias úteis e comecei a falar com o chat e a resposta foi sempre a mesma para nao me preocupar que estava tudo bem, só tinha de aguardar. Dia 10/09 ai da sem receber aconselhado por um agente decidi cancelar os 3 pedidos de levantamento e fazer novos pedidos ou seja fiz o 1° pedido dia 10/09 de 400€, dia 11/09 de 300€ e dia 12/09 o terceiro pedido de 500€. Hoje dia 23/09 ainda nao recebi nenhum levantamento e no chat o discurso continua exatamente o mesmo que houve um atraso mas que está tudo bem só tenho de ter paciência e aguardar. Ainda tenho mais 5,400€ na conta para levantar e por este andar nunca mais. Espero que me possam ajudar. Obrigado

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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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.

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When you say 14 days, do you mean 14 working days?

Quando diz 14 dias refere-se a 14 dias úteis?

How can you help me, it's already been 14 days

Como me podem ajudar, já fez os 14 dias

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.

Everything is the same, I'm still not getting paid and the casino chat only says that everything is fine and that I'll get paid soon. It's a shame

Esta tudo na mesma continuo sem receber e no chat do casino só dizem que está tudo bem e que vou receber brevemente. É lamentável

Dear player, 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?

Could you please share your communication with the casino regarding the withdrawals? 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.

Yes, I've done several and I always use the same method.

I didn't need to do that check. It says everything is fine

Everything I've earned has been without a bonus.

Yes, I've already sent some conversations

Sim já fiz várias e uso sempre o mesmo método.

Nao foi preciso fazer essa verificação. Diz que está tudo bem

Tudo o que ganhei foi sem bónus.

Sim já envio algumas conversas

Dear player, have you received any of the pending withdrawals? If yes, how much and when?

Have you requested any new withdrawals since your last message? If so, please let me know when they were requested and for what amounts.

How much money do you still have left in your casino balance that needs to be withdrawn?

Today, 22 days later, I have received 3 withdrawals totaling 1200€.

Now I need to withdraw another 4000€

Hoje passados 22 dias recebi o 3 levantamentos no total de 1200€.

Agora falta - me levantar mais 4000€

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Today I made a withdrawal of €500, tomorrow I'll make another of €500 and on Saturday I'll make another of €500. I hope they're quicker this time.

Thank you

Hoje fiz um levantamento de 500€, amanha vou fazer outro de 500€ e no sábado vou fazer outro de 500€,l. Espero que desta vez sejam mais rápidos.

Obrigado

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Vegasino Casino representative to join this conversation.

Dear Vegasino Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello all!

Dear Marcelojsf,

Thank you for contacting us.

Excuse us a lot for the previous delay in your withdrawals and we are really sorry for the inconvenience caused. We kindly inform you that we have forwarded the issue so that your recent withdrawals to be completed as soon as possible.

Thank you again for your understanding.

Best regards,

Vegasino team

Yesterday, October 7th, I already received the 1500€, I'm going to make 3 more withdrawals for a total of another 1500€.

Ontem dia 7 outubro, já recebi os 1500€, vou fazer mais 3 levantamentos no total de mais 1500€

Thank you for the update.

Please notify me, when you receive the rest of the disputed amount.

I've only just received €500, and payments have been quicker within 3 working days. This last one is already on the 4th working day

Ja só me falta receber 500€, os pagamentos têm sido mais rápidos dentro dos 3 dias úteis. Este último é que já vai no 4 dia util

I still haven't received the 500 euros

Continuo sem receber os 500 euros

Dear Vegasino Casino,

Could you please specify, when the player can expect to receive the last withdrawal?

Thank you.

Dear Marcelojsf,

Thank you for your patience.

We kindly inform you that your withdrawal has been completed successfully.

Best regards,

Vegasino support team

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

Dear Marcelojsf,

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,

Mirka