The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. After 14 days of waiting and multiple inquiries to the casino with no satisfactory responses, the player finally received his money. The Complaints Team had facilitated communication with the casino and ensured the player's concerns were addressed, leading to the resolution of the withdrawal issue. The complaint was then marked as resolved in the system.
Vegasino Casino - Player claims that payment has been delayed.
Amount: €2,400
Vegasino Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
3 months ago
Translation
Hello, I recently won a large sum on Vegasino. Following this, I requested three withdrawals of €800 each, for a total of €2,400, in accordance with my VIP level (level 3).
The withdrawals were requested on March 10, 2025, March 12, 2025, and March 13, 2025. Contrary to other withdrawals, which were always processed within the specified timeframe, I have not received my money to date. All payments are in the "Processing" status. After repeated inquiries to the casino, I was repeatedly confirmed that everything was fine with the withdrawals and that there were minor delays due to high volume and verification steps. However, my money and the withdrawals are safe and will be processed shortly. The first inquiry about this was on March 17, 2025.
According to my profile, my account does not need to be verified at this time.
I won the money through my own deposits and did not use a bonus.
Automatic translation:
Public
PR Assistant
Public
3 months ago
Dear tinocasino,
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.
Public
Public
3 months ago
Translation
Hello, it's been 14 days since I requested my first withdrawal. Unfortunately, I still haven't received my money. Whenever I contact support via chat, I'm always told that everything is fine and I'll receive my money shortly. Unfortunately, I've been told this for over a week now.
Automatic translation:
Public
PR Assistant
Public
3 months ago
Thank you tinocasino for all the information provided. I will now forward your complaint to my colleague Jana ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
Dear tinocasino,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Vegasino Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Public
Public
3 months ago
Translation
Hello,
I recently contacted Vegasino personally again and asked via chat how my withdrawals were progressing. I also asked why the withdrawals were taking so long. They then told me to contact support via email. No sooner said than done. Here, too, I asked the reasons for the delayed withdrawal and when I could expect a payout. I also wrote down my complete information and attached a copy of my ID and a bank statement with my address, in case the delay was due to the verification process.
In response, I received more reassurances and promises that my payout would be processed as quickly as possible and that a notification would be sent to the finance department.
Vegasino wrote:
"I'm sorry about the delay in your payouts. I've forwarded a request to the finance department for expedited processing and can assure you that your payouts will be processed as soon as possible. Please expect notification via email.
I cannot currently see any request to verify your account. However, if documents are required in the future, you will be notified via the verification section in your profile."
I feel like my inquiries aren't taken seriously and that I always get the same old, standard responses. And I'm starting to question what "as soon as possible" means at Vegasino. It's very annoying, especially since everything went great at first. I had a lot of fun playing in January/February and also made several thousand euros (approximately €15,000) in withdrawals, which were always transferred within the specified timeframe.
Edited
Automatic translation:
Public
Public
3 months ago
Translation
I just received my money.
Thank you for your support.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
Dear tinocasino,
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/www.kpvfaw.com. 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,
Jana
www.kpvfaw.com
