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

Good morning,

I made 3 withdrawals of 500€, on June 20, 21 and 22.

The processing policy is 3 working days, 8 days have passed. They don't give any kind of explanation, they don't pay. I've had daily contact with customer service, with a pre-defined response, saying only that the good news is that it's being processed... 8 working days ago...

Bom dia,

efetuei 3 levantamentos de 500€, nos dias 20 21 e 22 de junho.

a política de processamento é de 3 dias úteis, já passaram 8. Não dão qualquer tipo de explicação, não pagam. Tenho tido contacto diário com o apoio ao cliente, com resposta pré definida, dizendo só que a boa notícia é que está a ser processado… há 8 dias úteis…

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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I would add that I have already made several withdrawals on this site, occasionally with a delay of 1 or 2 days.

The justification given "automatically" since all the agents, whether via chat or email, have the same text, is that there is a high volume of requests.

The funniest thing is that when you're a VIP (i.e. you've deposited a lot with no return) you can ask the manager to speed up the process. This happens the first time because after the second consecutive withdrawal (due to the daily limits, obviously we don't deposit because we still have a balance) we are no longer VIPs and we are left completely without answers and decent solutions.

Acrescento que já efetuei vários levantamentos nesse site, tendo ocasionalmente tido 1 ou 2 dias de atraso.

A justificação dada de forma "automática " visto que todos os agentes, seja via chat ou mail têm o mesmo texto, é que há um volume numeroso de pedidos.

o mais engraçado, é que quando se é VIP (ou seja depositou-se muito sem retorno) podemos pedir ao gestor para acelerar o processo. Isso acontece a primeira vez porque após o segundo levantamento consecutivo (devido aos limites diários, obviamente não depositamos porque ainda temos saldo) deixamos de ser VIPS e ficamos completamente sem respostas e soluções dignas.

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.

Good morning,

There have been no developments. I haven't received any of the 3 withdrawals.

Thank you for your intervention and help.

Bom dia,

Não houve qualquer desenvolvimento. Dos 3 levantamentos ainda não recebi nenhum.

Agradeço a vossa intervenção e ajuda .

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 already made several successful withdrawals.

I went through the verification, and I didn't use bonuses: the winnings come from deposits without bonuses.

I emailed the support emails, I don't have screenshots of the chat.

thank you

Sim, já fiz vários levantamentos bem sucedidos.

passei pela verificação, e não usei bónus: os ganhos são frutos de depósito sem bónus.

enviei por e-mail os e-mails do suporte, não tenho prints do chat.

obrigada

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

Dear player,

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,

Dominika