The player from France was unable to withdraw his winnings, despite having used the same credit card for deposits, and expressed frustration over the issue after previously losing money while playing. He demanded action to resolve the situation to avoid filing a complaint. The Complaints Team noted that due to a lack of response from the player to their inquiries and reminders, further investigation could not proceed, leading to the closure of the complaint. The player was informed that he could reopen the complaint in the future if he chose to continue communication.
Vegasino Casino - Player is facing withdrawal issues.
Amount: €500
Vegasino Casino
Safety Index:HighSafety Index
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8.6
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
Public
Public
1 month ago
Translation
Hello, I'm trying to withdraw, but it won't let me. Because I can't withdraw my money, I demand that you do what's necessary, otherwise I'll file a complaint. It's unacceptable that after losing so much money playing roulette, I can't withdraw it now that I've won. How is that possible? It's very SERIOUS. And I can't figure out where the problem is. I'm using the same credit card to deposit and vice versa.
Sincerely
The Khamlichi El Idrissi Bilal
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear benzesalim299,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Vegasino Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Have you accumulated your winnings with the help of bonus, please?
- When you request a withdrawal, is it immediately denied or is it in the state of pending?
- Could you please provide the exact date you have requested your withdrawal, please?
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,
Katarina
Public
Public
1 month ago
Translation
So good afternoon, thank you for responding so quickly. I will try to explain myself better. It is out of frustration that I have not explained myself properly. Well, I will tell you that the first withdrawal is dated 05/15/2025 and was cancelled after 3 or 4 days. I contacted the administrator who responded very quickly and very kindly. He told me that the problem could come from my bank. I contacted the bank and they told me that there was no problem.
Now today I realized that there were 2 credit cards, one expired and the other one that is the new one, after several verifications I have been able to make a withdrawal again with the valid credit card which is the new one, I did not realize because when I credit money in the game it does work as it is the same bank account there is no problem, anyway I made a withdrawal again yesterday 05/25/2025 that is in process and as the regulations say I have to wait 3 to 4 business days, well it worries me and I am frustrated that they cancel it again, it is not fair and I do not understand if all my information is in order I have reviewed absolutely everything and I contacted the live chat and they told me that everything is in order and that I should not worry, but of course after the first experience and that I have been waiting since 05/15/2025 it is not normal understand? Now I beg you to please do what is necessary to unblock this situation. It is unacceptable that you are waiting all this time, and look how patient I have been with all of this, which is almost €3,000 that I have in my Vegas account. Now you understand why I am worried and frustrated. ??
Cordially
The khamlichi b*****
Edited by a Casino Guru admin
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear benzesalim299,
thank you for your message. My apologies for late reply, I was on a sick leave and unable to respond.
- Do I understand correctly, that your second withdrawal request was canceled by the casino?
- Have you accumulated your winnings with the help of bonus, please?
- Have you passed the KYC verification process, please?
Looking forward to your reply,
Katarina
Public
Public
1 month ago
Translation
These Vegasino scammers are scammers. I've never been able to withdraw my €5,000. They're always giving the same answers and laughing at me, so I decided to unsubscribe. I'm going to create another online casino account.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear benzesalim299,
thank you for your message.
Do I understand that you may be considering opening an additional player account at this casino? I must strongly advise against such action, as it would constitute a direct violation of the terms and conditions applicable to all online casino users.
Also I’m very sorry but you haven’t answered any of my previous questions. Please check my previous message and try to response. All requested information is essential if we wish to proceed with the case.
Thank you in advance.
Katarina
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Dear benzesalim299,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
www.kpvfaw.com
