Vegasino Casino - O pagamento do jogador foi atrasado.

I spoke to live chat customer support several times, and they said everything was fine, but my withdrawal was being processed but would be delayed.

Ich habe mehrfach mit dem Livechat-Kundenbetreuung gesprochen, die meinten, es sei alles in Ordnung, meine Auszahlung befindet sich in Bearbeitung würde sich aber verspäten.

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

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.

There are no verification issues. I had a withdrawal from the same casino a while ago without any problems.

Es gibt kein Verifizierungsproblem. Ich hatte vor einiger Zeit problemlos eine Auszahlung im selben Casino.

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.

Hello. No. Unfortunately the money still hasn't been paid out. I chat with customer service every day and always get the same answers. I'm pretty annoyed that I'm being taken for a ride like this. Why don't you contact the casino? I don't understand why you have to wait so long? After some research I now know that this happens very often, alongside other incomprehensible actions by the casinos. Everywhere they advertise that a payout takes between 1 and 4 days. Why is this taken so casually here? This is not serious. I really hope that a solution will be found now. It's not about the low amount, but more about the principle. Business should not be run like this.

Hallo. Nein. Leider wurde das Geld immer noch nicht ausgezahlt. Ich chatte jeden Tag mit dem Kundendienst und bekomme immer die selben Antworten. Ich bin ziemlich sauer, dass man so an der Nase herumgeführt wird. Warum wenden Sie sich nicht an das Casino ? Ich verstehe nicht, dass man so lange warten muss ? Nach einigem recherchieren weiß ich nun, dass so etwas sehr häufig passiert, neben anderen unverständlichen Handlungen der Casinos. Überall wird geworben, dass eine Auszahlung zwischen 1 - 4 Tage dauert. Warum wird das hier so locker gesehen ? So etwas ist nicht seriös. Ich hoffe sehr, dass es nun zu einer Lösung kommt. Es geht hier gar nicht um den niedrigen Betrag, sondern eher ums Prinzip. So darf kein Geschäft geführt werden.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm whether you have ever completed the verification process successfully with this casino?

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

Have you received any updates from the casino regarding the withdrawal?

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.

Hello. Are you really supposed to help someone here? More and more casinos are now acting this way.

A verification process isn't required at the casinos I play at. I've had small winnings paid out at this casino several times.

I didn't use any bonus.

I still get the same responses from the so-called customer service I contact daily.

Waiting any longer is nonsense and explains nothing. There's no justification for it.

I find this dubious and I came here because I thought I would get help here.

And why do you always have to wait until you get an answer?

I also don't understand why it's acceptable for there to be online sites that recommend casinos and say things that aren't true at all, like payouts taking 1-3 days... I think I'll take action against this kind of inappropriate behavior. I've also had bad experiences with other casinos I know. Deposits always work, but withdrawals never work. You can't put up with this. They should stick to their terms and conditions.

Guten Tag. Soll einem hier wirklich geholfen werden ? Immer mehr Casinos handeln nun so.

Ein Verifizierungsprozess ist in den Casinos, in denen ich spiele, nicht erforderlich. Ich hatte schon mehrfach kleine Gewinne in diesem Casino ausgezahlt bekommen.

Ich habe keinen Bonus genutzt.

Ich bekomme noch immer die gleichen Aussagen des sogenannten Kundendienstes, den ich täglich kontaktiere..

Weiteres Warten ist Blödsinn und erklärt nichts. Dafür gibt es keinerlei Begründung.

Ich finde das unseriös und bin hier, weil ich dachte, das einem hier geholfen wird.

Und warum muss man eigentlich hier auch ständig warten, bis man mal eine Antwort bekommt ?

Ebenso wenig verstehe ich nicht, das es erlaubt ist, dass es Seiten im Internet gibt, die Casinos empfehlen und Dinge nennen, die überhaupt nicht wahr sind, wie z. B. Auszahlungen zwischen 1-3 Tagen ... Ich denke, ich werde etwas gegen so ein unkorrektes Verhalten unternehmen. Habe nämlich nun auch mit anderen mir bekannten Casinos gerade auch schlechte Erfahrungen gemacht. Einzahlen geht immer , Auszahlen geht nicht. Sowas muss man nicht hinnehmen. Die sollen sich mal an die Geschäftsbedingungen halten.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

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

Dear Gardenias.Garden,

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,

Martina