The player from Austria faced delays in withdrawing €1,500 and had not received responses from email support. He also had €5,807 remaining in his account, which he wished to be paid out. After some time of radio silence from the casino, the player cancelled his withdrawal request and subsequently gambled away his entire balance. As there were no winnings left to withdraw, the complaint was marked as 'rejected', and closed.
Vegasino Casino - Player's withdrawal is delayed.
Amount: €1,500
Vegasino Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
Vegasino Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
3 months ago
Public
Public
3 months ago
Translation
I have been waiting for weeks for my withdrawal of 1500 euros but I keep getting put off and the email support doesn't reply either!! I also have 5807 euros left in my player account that I would like to have paid out, but this casino is not willing to pay out the money, it is just delaying it!! I would like to have all my money paid out, after all I have deposited money too!!!
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
3 months ago
Dear thedaredevil0611,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?
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,
Kristina
Public
Public
3 months ago
Translation
Hello, To your questions
1, no I have not had a single positive payout
2, I didn't have to do any verification because my account says, I quote, "It looks like you don't have to verify your account" I also documented everything with screenshots
3, I won my winnings partly with bonus and after hours of playing without bonus in the casino
And I think it's a bottomless cheek that this casino is still being advertised!!!
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
3 months ago
Thank you for your reply, thedaredevil0611. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.
Sensitive attachment
Sensitive attachment
3 months ago
Translation
Thank you for your reply! I've tried everything, including contacting live chat and email support, but nothing's happened! I've canceled everything and tried withdrawing again, but nothing's happening! I've documented and photographed everything; here are a few screenshots from the casino! I'll send you everything else via email...
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
3 months ago
Thank you very much, thedaredevil0611, for your cooperation. I will now forward your complaint to my colleague Matej ([email protected]) who will be assisting you from now on. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
Hello thedaredevil0611, nice to meet you!
My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payout. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Vegasino Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. In case of sensitive information, it can be sent directly to me at [email protected].
Thank you for your patience and cooperation in advance.
Public
Casino representative
Public
3 months ago
Hello thedaredevil0611,
As per checking your account we can see you had cancelled your withdrawal request before we could help you with processing your withdrawal request.
However, we also see you have played down your balance amount. And currently there is no balance in your account.
Please let us know if you need any further help.
Best regards,
Vegasino team.
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
THank yo ufor the response, Vegasino team.
Dear thedaredevil0611, can you please confirm that you have cancelled your withdrawal request and all the balance has been now gambled away?
Public
Public
3 months ago
Translation
Oh wow, look at that, the shitty casino suddenly speaks up after several weeks ???? Yes, I canceled everything and played through it because I would never have gotten the money paid out by you!!! I waited several weeks for my payout and the chat bot always told me to be patient, 9 times in total ?? So I hope no one goes to this casino anymore because they rip you off until you have your last penny and you don't see a cent of your winnings!!!!!! I hope you choke on your money!!! And now you write so falsely and underhandedly that I should confirm that I have lost everything ???? suddenly there is an answer when it comes to the casino's reputation as a rip-off ???? I play in several casinos but I have never experienced anything so disgusting ??????
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
Thank you for the confirmation, thedaredevil0611.
I had to get the confirmation from you personally, as a proof of the casino's statement. Unfortunately, as there is now no balance to be requested from Vegasino, there is also nothing more I can do and the complaint will now be closed and marked as 'rejected'. 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, just remember in case of delayed payments to hold on until the case is closed, if you want to see any kind of results. Sometimes the payments are delayed on purpose in hopes this exact scenario would happen, sometimes the issue is on the side of the payment provider or a bank and it gets sorted eventually. Unfortunately, now we'll never know.
