Vinyl Casino - A retirada do jogador foi adiada.

The casino blocked my ability to withdraw more than 2 weeks ago saying that it was the decision of superiors to do the verification. They never asked me for KYC verification or any other verification. I send emails every day and the site continues to say that they are giving the highest priority to the casino and that they will give updates. It's been over 2 weeks of this conversation and I've never received an update.

O casino bloqueou a minha possibilidade de levantar à mais de 2 semanas a dizer que foi decisão de superiores para fazer a verificação. Nunca me pediram nem verificação KYC nem nenhuma outra verificação. Envio emails diariamente e o site continua a dizer que estão a dar a maior prioridade ao casi que que vão dar updates. Já passaram mais de 2 semanas nesta conversa e nunca recebi nenhum update.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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 clarify if you've provided any documents to verify your account?
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

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.

Have you ever made a successful withdrawal before?

A: When I first tried to withdraw, they canceled it. So I've never made a withdrawal

Could you clarify whether you provided any documents to verify your account?

A: The casino never asked me to, so I never provided any.

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

A: Without any active bonus

Você já fez alguma retirada bem-sucedida antes?

R: Quando tentei a primeira vez fazer q retirada cancelaram. Logo nunca fiz nenhuma

Você poderia esclarecer se forneceu algum documento para verificar sua conta?

R: Nunca foi pedido por parte do casino por isso nunca forneci nenhum

Você acumulou seus ganhos com ou sem um bônus ativo?

R: Sem nenhum bonus ativo

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

The casino asked me for all my documents and has already verified the account. I made the withdrawal request on the 11th and so far nothing has arrived

O casino após o inicio desta reclamação pediu-me os meus documentos todos e já verificou a conta. Fiz o pedido de levantamento no dia 11 e até agora não chegou nada

Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you.

Good afternoon,

All the information has been sent to the email. The casino is still stalling on making the payment and the withdrawal is still pending. Unfortunately I couldn't get the transcript of the chat in which they said they would pay by last Friday, August 22. But as you can see, the money was never sent

Boa tarde,

Toda a informação foi enviada para o email. O casino continua a enrolar para não fazer o pagamento e o levantamento continua pendente. Infelizmente não consegui tirar a transcrição do chat em que disseram que iam pagar até à passada sexta-feira dia 22 de agosto. Mas como pode prever o dinheiro nunca foi enviado

The same withdrawal request is still pending and they keep saying it will be done as fast as possible but I am still waiting.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Igor (igor.p@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 dpbento818,

I am so sorry to hear about your problem with the Vinyl Casino. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear Vinyl Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear dpbento818,

We sincerely apologize for the withdrawal's delay and for any inconvenience caused by it.

We would like to inform you that we are looking into your request.

Once there is an update we will notify you promptly.

Thank you for your understanding and patience.

Kind Regards,

Vinyl Casino team

Hello Vinyl Casino,

Thank you for joining the conversation and explaining the situation.

Please inform us when there is an update regarding this complaint.

If you have any additional information, you can always send an email to me (igor.p@casino.guru).

Best regards,

Igor

After you guys contacted the casino it was finally processed and I just received it. Thank you for the service.

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

Dear dpbento818,

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,

Igor