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

I have been waiting over 2 weeks for this Casino to pay me. I have wrote them and emailed them many times and they always make an excuse.

I would like to start getting my payments

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 Drakon3,

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

Dear Drakon3,

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.

No update or anything. I need someone to contact the Casino, as I have been trying to chat everyday and its not working.

Dear Drakon3, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Have you made any successful withdrawals before?

No, this was the first one and I have been trying to withdrawal for 14 days

Could you please confirm that you have passed the KYC verification?

No I have asked them many times about this, and they said I don't need it.

Did you accumulate your winnings with or without an active bonus?

It was with an active bonus which I wagered all

Did you play casino games or bet on sports?

Casino Slots

I have sent you all the information you requested to - karla.m@casino.guru

It now has been almost 3 weeks and I have received just lies . I need to get this withdrawal completed. It's taking way to long.

Can you scontact the casino please?

Dear Drakon3,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor, igor.p@casino.guru

. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Thank You. Waiting for this to be completed.

Dear Drakon3,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Vegasino Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Vegasino Casino representative to join this conversation and participate in resolving this complaint.

Dear Vegasino Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hello, Great. i have been trying to contact them every day and still get the same reply.

I hope they can just pay me.

Thanks

Dear all,

Thank you for reaching out.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Vegasino Team

Thank You. I have been working to resolve this with your team for 3 weeks, I hope its possible to get full payment at this point.

Dear Vegasino Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear all,

Thank you for contacting us.

We kindly advice you that we are still checking the case and we will update you when we will have updates.

Kind regards,

Vegasino Team

Hello, I have been in contact with your team and the issue is I still have not received any payment going on 1 month

Dear Vegasino Casino,

As I mentioned in my previous message, thank you for informing us that you are reviewing this case.

If there is anything the player or I can assist you with, please let us know.

Also, please let us know if there are any updates regarding this complaint.

Hello,

Yes I have been waiting over 1 month now to sort this out. 0 payments

Hello,

Can someone please get back to me and pay the funds? I have been patiently waiting for 5 weeks now.

Dear all,

Thank you for contacting us.

We kindly advice you that we are still reviewing the case with the relevant department regarding your verification and we will update you when we will have updates.

Kind regards,

Vegasino Team

Dear Vegasino Casino,

Please note that it has been more than two weeks since you joined this complaint.

So far, no information or evidence has been provided that would help move this case toward a successful resolution.

It would be greatly appreciated if you could share any detailed information from your side.

Thank you for your cooperation.

Dear all,

Thank you for the patience.

We kindly advice you that the relevant department inform us that you need to provide the following Documents:

Selfie ID AOS (A Selfie photo holding your ID document against the background of our website ( casino name to be visible)

Crypto ownership proof + Proof of deposit.

Kind regards,

Vegasino Team

Hello, Yes I have sent everything in to the website and via email to Support.

Please check all details.

Dear Vegasino Casino,

The player has successfully uploaded all the required documents to the website and has also sent them via email. Additionally, these documents are available in this thread.

We kindly ask that you review them at your earliest convenience and share your findings with us. Thank you for your cooperation and support.

Hello,

I received a reply from the Casino, that none of the images pass, so I will do them again.

They also don't accept the proof of my wallet ownership. I explained that Trust Wallet doesn't have a section where I can put my name / address. This is a wallet similar to Meta Mask, where you only have a 12 word passcode.

I have sent all information showing that it's my wallet, and the deposit came from that wallet. No where does it say I can't deposit via a Trust Wallet anywhere on the site . This should be approved.

Dear all,

Thank you for the patience.

We kindly inform you that the relevant department inform us that you need to upload Selfie ID AOS with better quality, website of the casino should be clearly visible + Proof of ownership of the crypto wallet used (names should be visible)

Kind regards,

Vegasino Team

Hello, I have done everything asked and reuploaded it.

Please understand that TRUST WALLET, doesn't require a KYC (with name or email ) on the wallet.

This is a No Kyc Wallet. Please check the information for a trust wallet. You have to accept this as I have given you all information pertaining of what I have. I can't control what a Wallet doesn't have

Dear Vegasino Casino,

Please note that Trust Wallet does not require KYC, so no name is visible within the wallet.

Could you please let us know how you would proceed with the verification of the crypto wallet?

Thank you.

Hello

I have sent the documents on the site as well.

Dear all,

Thank you for reaching out.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Vegasino Team

Dear Vegasino Casino,

I would like to point out that this complaint has now been active for several weeks.

In most of your messages, you have only informed us that you are investigating and reviewing the case and have asked us to remain patient.

However, no valuable information has been shared, and no significant progress has been made.

Therefore, I would expect you to provide any information or outline specific steps that will move this complaint toward a successful resolution.

Thank you.

Hello, They haven't done anything and I have sent in all the documents over and over again.

Dear all,

Thank you for contacting us.

We kindly inform you that your account is now verified.

Kind regards,

Vegasino Team

Dear Drakon3,

According to the casino, your account is now verified.

Please check whether this information is correct and whether you can now start withdrawing your balance.

Thank you for your cooperation and patience so far.

Yes, they started payouts. We can close the case, and thank you for helping me ! The Casino is working out well

Dear Drakon3,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P