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

I requested a survey that didn't go through. In the chat, all the attendants give the same answer, showing disregard and that they are automatic responses. Nobody solves the problem, they apologize for the delay and don't give a deadline.

Solicitei um levantamento que não caiu. No chat, todos os atendentes dão a mesma resposta, mostrando um descaso e que são respostas automáticas. Ninguém resolve o problema, pedem desculpa pelo atraso e não apresentam um prazo.

Dear Luccabh2,

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 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

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Luccabh2,

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.

Good morning! I haven't recieved the payment. I tried a lot of times at support chat and the reply is always the same. Keep calm, don't worry...

Dear Luccabh2, 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?
• Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at attila.g@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.

Good morning!

Yes, I've made withdrawals, I've validated them, I'm a VIP customer.

These are today's screenshots!

I also have some from other days. The answers are always the same! I'll send the transcripts to your email address

Bom dia!

Já fiz retiradas sim, já fiz validação, sou cliente Vip.

Esses são os prints de hoje!

Tenho também de outros dias. As respostas são sempre as mesmas!!! Estarei encaminhando as transcrições para o seu email

New prints

Novos prints

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.

Thank u Very much

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.

Now, after the complaint, I'm having problems accessing my account... It asks me for my password, when I type it in, the site processes it and then goes back to the main screen, without completing the login

Agora após a reclamação, estou com problemas para acessar minha conta... Me pede a senha, ao digitar, o site fica processando e depois volta para a tela principal, sem concluir o login

Hello all!

We kindly inform you that we have forwarded the issue to our payments team and we will have updates from you as soon as possible.

Thank you for your patience.

Best regards,

Vegasino team

Dear Luccabh2,

We would like to inform you that your withdrawal has been completed succesfully.

We deeply apologize for the delay and thank you for your understanding and patience during this period.

Kind regards,

Vegasino team

Dear player,

Could you please confirm, that you have received the withdrawal?

Thank you.

Dear Luccabh2,

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,
Mirka
Casino.Guru