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

Hey. Been waiting for 3x400€ cashout for almost 2 weeks.

I’ve been playing on Novaforge Ltd sites for a long time, I’m registered at many of their casinos. I lost a lot overall but when I managed to win something, the cashouts were successful. (Not on this site specifically but under the same management). Cashouts took 3 working days, as their T&C says, but this time, it’s way past that, so I thought I’d create a complaint here maybe that helps.

I didn’t play with a bonus, played raw money from the get-go. At one point I was at around 3k, but couldn’t queue more cashouts than 1.2k, ended up losing the rest during the wait.

Verification isn’t needed for my account, just like on their other sites, I could withdraw before, without verification. (Or maybe I verified myself on one of their sites a long time ago so they don’t need it for their other casinos.)

I deposited with a bank card, requested the cashout with bank transfer to the same account.

thanks in advance,

balint

Dear Balintm2,

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


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.

Dear Balintm2,

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.

Hey, I haven’t received the cashout, or got any kind of info from the casino

Looking through the complaints tab, there are hundreds of similar cases on Novaforge casinos. Is anyone getting paid or they are witholding everyone’s payments right now?

Thank you Balintm2 for all the information provided. I will now forward your complaint to my colleague Martin (martin.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Balintm2,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Vinyl Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Balintm2 can expect his withdrawal to be processed?

Hey everyone,

I just received the disputed amount half an hour ago through bank transfer.

i’m a bit sad about the 2k I lost that was remaining in the balance, couldn’t queue the cashouts so it was hard not to play with it and I gave in. I’ll get over though, but it has to be said that this kind of payment delaying is extremely unethical from Novaforge Ltd. Based on the complaints tab, they’ve been doing this on many of their sites, probably millions have been lost from players in the same way through the last month. The 400€ daily limit and the 1200€ overall withdrawal limit is ridiculously low for a conglomeration with at least 50-100 casinos, and then you combine that with a 2-3-4 week delay.. you get the point.

(To name a few of these sites: cazeus, winbay, jackpotfrenzy, wingaga, talismania, oceanspin, vegasino, spinsy, allyspin , betalice, supabet, bassbet, legiano, duospin, spins of glory)

anyway, at least this was a good time for me to reflect on my relationship with gambling a bit, haven’t played in 10 days (that’s when i gave in and gambled away the 2k) and I plan to take a longer break now.

thanks for the help Guru, and thanks for novaforge for at least having a bit of decency and paying out the remaining balance.

Dear Balintm2,

I am glad to hear that your issue has been, for the most part, resolved. However, I also fully understand your dissatisfaction with the whole situation. Longer delays are always unwelcome and sometimes even dangerous, as players often lose the money they wanted to withdraw. I am happy you are reflecting on your relationship with gambling, and I can only encourage you to continue gambling responsibly, or stop gambling overall, if that is what you believe is best for you.

However, I'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation and I hope you won't have to message the Complaint Resolution Center again. However, if an issue arises, we are here to help!

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru