Vinyl Casino - O pagamento do jogador foi atrasado.

I have three pending withdrawal requests totaling approximately €1,500.

My account is fully verified, and I have already received withdrawals from this casino in the past. The withdrawal requests have been pending for an unusually long time, and customer support only provides generic responses about delays and high workload.

I have repeatedly contacted support but have not received a clear explanation or a specific timeframe for payment.

I am requesting that Vinyl Casino process my withdrawals or provide a detailed explanation for the delay.

I have attached screenshots of the pending withdrawals and my communication with support.

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Dear Oldangelele,

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 Oldangelele,

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, nothing at all. Just the same old thing, "Wait," and it's been two weeks already.

Нет, ничего вообще. Только одно и тоже, ждите и все прошло уже 2 недели

No, nothing at all. Just the same old thing—"Wait," and it's already been two weeks.

Dear Oldangelele, 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

There were two successful withdrawals.

It went through successfully. I also checked with tech support a few times, and they told me that yes, everything went through. 

I received my winnings from real money; there were no bonuses. 

I played at a casino 

All the screenshots are in this chat; read through the entire conversation—I've posted more than 8 of them. 

Dear Oldangelele,

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, Lucia, (lucia.s@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

Hello Oldangelele,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Vinyl 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.

Respectfully,

Lucia

Dear All,

Thank you for bringing this matter to our attention.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Vinyl Casino Team

Dear All,

We are writing to inform you that the requested withdrawals have been successfully processed and paid out.

The funds have been sent via your selected payment method. Depending on your financial institution, it may take a few business days for the transaction to reflect in your account.

Following this payout, please note that there is no remaining active account balance.

Thank you for your patience

Best regards,

Vinyl Casino Team

Dear Vinyl Casino Team,

thank you for the update.

Dear Oldangelele,

Could you please confirm whether you have received the payment?

Yes, everything has arrived.

Да все пришло

Dear Oldangelele,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,

Lucia S

Casino Guru