Vegasino Casino - O levantamento dos prémios dos jogadores está atrasado.

Good day,

I made a deposit of €25 at Vegasino including a deposit bonus (which was 250%)

The wagering requirements were met and the bonus was converted into approximately €1,000 in real money.

I requested the first withdrawal and continued playing with my real money balance, ultimately winning €11,500.

I have been registered with Vegasino since the beginning of the year and have already made two different withdrawals (€100 & €500), which were otherwise paid out to my credit card without any problems.

Now I have 3x €500 withdrawals in process and another €10,000 in real money balance, but unfortunately I've been put off by email for weeks and no payout has been made - I chose the same deposit and withdrawal method as in the past.

There is no live chat at all, you wait for an hour and no operator is assigned.

Guten Tag,

Ich hatte bei Vegasino eine Einzahlung über 25€ getätigt inkl. Einzahlungsbonus (Dieser lag bei 250%)

Die Umsatzbedingungen wurden erfüllt und der Bonus ging in ca. 1.000€ Echtgeld über.

Ich habe die erste Auszahlung beantragt und mit meinem Echtgeld-Guthaben weitergespielt und letztendlich einen Gewinn von 11.500€ erzieht.

Ich bin seit Anfang des Jahres bei Vegasino registriert und habe bereits 2 verschiedene Auszahlungen (100€ & 500€) getätigt, welche sonst problemlos auf meine Kreditkarte ausgezahlt wurden.

Nun habe ich 3x 500€ Auszahlungen in Bearbeitung und weitere 10.000€ als Echtgeldguthaben, nur leider werde seit Wochen per Mail vertröstet und es wird nicht ausgezahlt - es wurde die selbst Ein- und Auszahlungsmethode gewählt wie in der Vergangenheit auch.

Ein Live Chat ist gar nicht erst erreichbar, man wartet auch eine Stunde und es wird kein Bearbeiter zugewiesen.

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.

Hello, the two weeks are over today. I haven't received any of my three payouts from June 27, 28, and 29.

Hallo, die 2 Wochen sind heute um. Ich habe noch keine meiner 3 Auszahlungen vom 27.06. , 28.06. und 29.06. erhalten.

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 haven't received any of my three payouts from June 27, 28, and 29. (As of July 11, 2025)

Ich habe noch keine meiner 3 Auszahlungen vom 27.06. , 28.06. und 29.06. erhalten. (Stand : 11.07.2025)

Unfortunately, I still haven't received any of my three payouts; they're still being processed. It's been 17 days now! (As of July 14, 2025)

leider habe ich immer noch keine meiner 3 Auszahlungen erhalten, diese sind immer noch in Bearbeitung. Nun seit 17 Tagen! (Stand : 14.07.2025)

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?

Could you please specify the bonus you used?

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.

• Yes, I have already made two successful withdrawals from Vegasino (€100 - May 10, 2025 / €500 - April 13, 2025). Both were processed within a few days using the same credit card I requested.
• KYC verification is not currently necessary, and was never necessary for withdrawals in April and May.
• I don't remember the exact bonus, but it was a €200 deposit bonus with a 40x wagering requirement on a €25 deposit, which I made. I played according to the bonus terms and conditions, and there was no winning limit for this bonus either; I specifically checked that before using it.

• Ja, ich habe bereits 2 erfolgreiche Auszahlungen bei Vegasino (100€ - 10.05.25 / 500€ - 13.04.25) . Diese wurden beide nach wenigen Tagen durchgeführt über die selbe Kreditkarte wie jetzt auch beantragt.
• Die KYC Verifizierung ist aktuell nicht notwendig, war sie bei den Auszahlungen im April & Mai auch nie.
• Den genauen Bonus weiß ich nicht mehr, es handelte sich aber um einen 200€ Einzahlungsbonus mit 40x Umsatz - bei einer Einzahlung von 25€, welche ich getätigt habe. Gespielt wurde nach Bonusbedingungen, ein Gewinnlimit gab es für diesen Bonus auch nicht, das habe ich extra nachgesehen bevor ich diesen verwendet habe.

No money received even after 18 days (as of 15.07.25)

I have sent you all the information by email, attached a picture of the bonus history

Auch nach 18 Tagen kein Geld erhalten (Stand 15.07.25)

Ich habe Ihnen alle Informationen per Mail geschickt, anbei noch ein Bild vom Bonusverlauf

Day 19, still no payout. (As of July 16, 2025)

Tag 19, immer noch keine Auszahlung da. (Stand 16.07.25)

Day 21, still not received a single euro! (As of July 18, 2025)

Tag 21, immer noch keinen einzigen Euro erhalten! (Stand : 18.07.25)

Dear player, could you please confirm whether you have received any of the three requested withdrawals from June 27, 28, or 29?

If yes, have you submitted any new withdrawal requests since then?

I received the payouts for July 28 and 29 on July 19!

I am currently waiting for two more payouts of €500 each.

This casino group employs some very shady tricks. The more funds you have, the longer you wait for your withdrawals! Of course, it's not possible to set limits, nor can you deactivate an account with active funds.

They really bet everything on you losing your money out of frustration.

So the average payout time for higher winnings is 3-4 weeks.

I am now waiting for all my remaining payouts and am distancing myself from the casino group

Die Auszahlungen vom 28. & 29. Juli habe ich am 19.07. erhalten!

Aktuell warte ich noch auf 2 weitere Auszahlungen je 500€.

Diese Casino Gruppe arbeitet mit ganz schmierigen Tricks. Je mehr Guthaben man hat, um so länger wartet man auf seine Auszahlungen! Limits sind natürlich nicht möglich zu setzen, ebenso wie das Konto mit aktivem Guthaben zu deaktivieren.

die setzen wirklich alles darauf, dass man aus Frust sein Geld verspielt.

also durchschnittliche Auszahlungsdauer beträgt bei höheren Gewinnen 3-4 Wochen.

Ich warte jetzt auf meine ganzen restlichen Auszahlungen und nehme Abstand von der Casino Gruppe

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.

Dear Jan3521,

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,

Mirka

Dear Jan3521,

Our sincere apologies for your experience.

Your request has been forwarded to the appropriate department.

We will inform you as soon as we have further information.

Thank you,

Vegasino Team

Dear Vegasino Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear Jan3521,

We are pleased to confirm that your withdrawal has been successfully completed on our end.

Should you have any questions or require further assistance, please do not hesitate to contact us.

Thank you,

Vegasino Team

Dear Jan3521,

Could you please confirm, if you have received the mentioned withdrawal? How much you have received by now?

Dear Jan3521,

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