The player from Germany had requested two withdrawals totaling €900 from Vegasino two weeks ago, but the status had remained 'Pending' despite the casino's terms stating that processing should occur within three business days. After contacting us, the issue was escalated, and the casino was invited to participate in the resolution. The casino confirmed that both withdrawals had been completed and paid out. The player confirmed receipt of the payments, and the complaint was marked as 'resolved'.
Vegasino Casino - Player’s withdrawal was delayed.
Amount: €900
Vegasino Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
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1 month ago
Translation
Hello, about two weeks ago I requested two withdrawals totaling €900 from Vegasino. Their terms and conditions state that the transfer will be processed within a maximum of three business days, but to this day it still says "Pending". Can I still expect the transfer?
Automatic translation:
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Complaint Resolution Center Team Lead
Public
1 month ago
Dear Musa3800,
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
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1 month ago
Translation
This is actually my first withdrawal from Vegasino. Vegasino states that I no longer need to verify my identity (see screenshot). The winnings were collected without an active bonus. 
Automatic translation:
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Complaint Resolution Center Team Lead
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1 month ago
Thank you for your reply, Musa3800. 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.
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1 month ago
Translation
I tried contacting the casino, but they blocked my account as well. However, according to them, the withdrawal is apparently still being processed. I'm still waiting and don't have access to see whether the request has been processed or not. 
Edited
Automatic translation:
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Complaint Resolution Center Team Lead
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1 month ago
Thank you very much, Musa3800, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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Head of Data Administration
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1 month ago
Hi Musa3800,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Vegasino Casino to the conversation to participate in the resolution of this complaint.
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Casino representative
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1 month ago
Dear all
Thank you for your patience.
Kindly be informed that both of customer withdrawals are complete and paid out on our side.
Best Regards
Vegasino Team
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Head of Data Administration
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1 month ago
Thank you, Vegasino Casino team, for the update.
Dear Musa3800,
Could you please confirm that you received the withdrawals?
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Head of Data Administration
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1 month ago
Dear Musa3800,
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,
Peter
