The player from Austria had submitted a withdrawal request for 500€ on February 3, 2025, but it remained in progress despite ongoing reassurances that it would be completed soon. After multiple communications with the casino, he experienced significant delays, ultimately canceling his payouts and expressing dissatisfaction with the service. The Complaints Team had engaged with the casino to seek resolution; however, the complaint was eventually rejected due to the player's decision to cancel his withdrawals.
Vegasino Casino - Player's withdrawal is delayed.
Amount: €500
Vegasino Casino
Safety Index:HighSafety Index
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8.6
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Closed
Our verdict
Other
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
Hello
I submitted a withdrawal request for 500€ on February 3, 2025.
It is still a work in progress and I keep being told that it won't be long now.
Can you help me with this?
Automatic translation:
Public
Head of Complaint Resolution Center
Public
4 months ago
Dear Daniel1512,
Thank you very much for submitting your complaint. I’m sorry to hear about the delay with your withdrawal request.
To help us better understand the situation and assist you effectively, could you please provide the following details:
- Have you completed the verification process with the casino? If so, when was this done?
- Have you received any specific reasons from the casino for the delay, or have they only mentioned that it "won’t be long now"?
- Have you made successful withdrawals from this casino before, or is this your first time?
- Could you forward any relevant communication you’ve had with the casino regarding this withdrawal to [email protected]? This would help us get a clearer picture of the issue.
Your cooperation is crucial for us to proceed with the case. The more details and documents we have, the better we can understand the situation and advocate on your behalf.
I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.
Thank you in advance for your reply and cooperation.
Best regards,
Petronela
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4 months ago
Translation
Up until now I haven't had to and haven't been able to verify myself. It says that no verification is necessary.
No specific reasons were given. Only that the finance department needed more time to check something.
I wrote to the live chat at least 15 times but I always got the same answer.. "My balance is safe and they will get back to me".
I want to withdraw a total of 4000€ and it fails after the first 500€
Automatic translation:
Public
Head of Complaint Resolution Center
Public
4 months ago
Thank you very much, Daniel1512, for providing all the necessary information. I will now transfer your complaint to my colleague, Jana ([email protected]) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
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4 months ago
Translation
My first payout was just processed after 20 days.
I hope everyone else doesn't need that long.
Automatic translation:
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Casino Analyst & Complaint Specialist
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4 months ago
Dear Daniel1512,
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.
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4 months ago
Translation
My second payout is now also taking over 9 days.
I always get the same answer from LiveChat to my problem.
Automatic translation:
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Casino Analyst & Complaint Specialist
Public
4 months ago
Dear Daniel1512,
thank you for your update. Do I understand it correctly that you′re waiting for your second payout?
Dear Vegasino,
is there any reason why Daniel1512 withdrawals are taking so long?
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4 months ago
Translation
Yes, exactly.
My first withdrawal of €500 was successfully processed after 20 days and my second withdrawal of €500 is now taking 10 days.
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Casino representative
Public
4 months ago
Dear Daniel1512,
Thank you for your patience.
We're deeply sorry for the inconvenience caused. Rest assured, we're taking immediate action and your request is being checked with priority we would get back to you as soon as we have any news from relevant department.
Best Regards,
Vegasino Team
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4 months ago
Translation
My first 4 withdrawals of €500 each have finally been processed.
I would like it if every further payment could be processed without a long wait.
Thanks
Automatic translation:
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Casino representative
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4 months ago
Dear Daniel1512,
Thank you for contacting us.
We would like to kindly inform you that we endeavor to complete the pending withdrawal as soon as possible.
Kind Regards,
Vegasino Casino Team
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4 months ago
Translation
There are still payouts pending, so I don't know what efforts you're talking about.
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Casino representative
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3 months ago
Dear all,
Thank you for your patience.
Kindly be informed that all customer withdrawals are either completed or canceled and played down by him, therefor there is nothing more be processed on our side.
Best Regards,
Vegasino Team
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Casino Analyst & Complaint Specialist
Public
3 months ago
Dear Daniel1512,
could you please confirm that your withdrawal has been successfully completed?
Thank you
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Casino Analyst & Complaint Specialist
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3 months ago
Dear Daniel1512,
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.
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3 months ago
Translation
I was kept waiting for my payouts until I finally canceled them all and lost everything again.
I will never deposit money on this site "Vegasino" again and would not recommend it to anyone.
Thank you for your efforts.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
Dear Daniel1512,
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
