Good evening! I have requested three withdrawals of €500 each, with the first withdrawal on 29/11/2024, the second on 30/11/2024, and the third on 01/12/2024. It has been 8 business days since the first withdrawal, and I have contacted them via live chat and email. They keep telling me the same things or saying that my bank is not responding to their request. When I contacted my bank, they mentioned no communication with them. I'm starting to worry as they keep repeating the same automated responses. The only good thing is that they reply promptly to messages, but they keep saying the same things. They advertise fast withdrawals within 48 hours, but it has already been 8 business days.

Dear Dimitrisgk89,

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,

Kristina

My account says no verification required. I keep in touch with them and they just give me the same answers to be patient etc.

In a recent communication, just now, they answered me the same thing. "Don't worry you will get your money. The financial department is up-to-date, it just has a lot of work and a lot of assignments to manage" every day the same. I ask for a time frame to tell me when to expect the money and they don't know. Please what else do you advise me to do?

Can I send you some screenshots of conversations? I'm very stressed, I'm afraid that I won't get the money. I have made many deposits in their casino. I'll have to get my earnings.

Thank you for your reply, Dimitrisgk89. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Do I understand correctly that your account hasn't been verified yet?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

I have made successful withdrawals from another casino of a similar company with the same license. This is not the first attempt.

My account says that no verification is needed and in a recent communication with them when I asked them this question, they gave me the same answer. That I don't need anything but patience to do

Yes! No active bonus! I didn't even turn it on.

Thanks for your help

Please, if by tomorrow, when 14 days are up, they haven't given me the money, give me an email so I can send you screenshots of all the conversations I've had with them for two weeks. I am really stressed out more and more day by day.

Please mention in the incident that it has now been 14 days without my money being deposited. I am so worried.

I want to make an update!

1) After 15 days they only paid the first €500! They returned my other two withdrawals due to a technical problem. And now I have to request a withdrawal which starts today! Why did I have to wait so long for my money?

2) From what I understand, they do everything to make you play and lose money. What is happening with this casino is not good at all.

3) Tomorrow I will ask for the other €500, as it is not happening today because of the previous payment. In essence, they are taking me from the beginning again until mid-January, when I see myself getting paid! It is tragic!

Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

I sent them to you via email.

Thank you very much, Dimitrisgk89, for your cooperation. I will now transfer your complaint to my colleague Natalia ([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.  

Hi Dimitrisgk89,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Vegasino Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please specify what technical issues prevented you from processing the player's withdrawal requests. What is the current status of the remaining withdrawal requests and when Dimitrisgk89 can expect them to be processed from your side?

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email [email protected].

Kind regards,

Natalia

There is only one withdrawal left which they cancelled for me due to a technical problem. They cancelled two and I withdrew one as well as the other, unfortunately I gambled the money. They achieved what they wanted, that is.

Dear Dimitrisgk89, thank you for the updates. So as I understand you correctly, you currently have one pending withdrawal for €500 and the other one was declined and you lost that money.

I lost them because I gambled them. The casino is not responsible for them.

The casino is responsible for not being consistent in its withdrawals.

They canceled two of my withdrawals for technical reasons. I requested a withdrawal on Sunday of €500 and they still haven't put anything in, it's been 5 business days.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Dimitrios,

As we checked your account we can see most of the withdrawal request were cancelled from your side before we could check and process.

However, we do see you have a pending withdrawal request. We kindly request you to please give us some more time as the the current pending withdrawal request was attempted on 26th of December 2024 and there was a weekend in between. Therefore, we need some more time to help you with your request and will give you an update regarding your pending withdrawal request at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

Vegasino team.

Good evening! You canceled the first two. I made the rest and I lost one withdrawal while playing as you gave bonuses in between. But you canceled the first two of the three possible ones while I waited 15 days.

I requested account closure from this particular casino. 29/11 I managed to make 3 withdrawals and only received 1. I did everything to play the money. A completely friendly casino towards players. Knowing about other player complaints, in my opinion its rating should drop and it should no longer be recommended for players.

Dear Dimitrisgk89, could you please confirm whether you received the last withdrawal you requested on 26th December? Do I understand correctly that your balance was zero when you asked to close your casino account?

Yes I didn't get anything. It's the worst casino I've ever encountered. They are liars and they play with the psychology of the players.

Dear Vegasino Casino, please let us know if the player's withdrawal request was processed on your side.

Dear Dimitrios,

As per checking your account we can see the first two withdrawal request you were referring to was cancelled by the payment provider and not us. And the rest of the withdrawal request were cancelled from your side.

Similarly, before we could procced with the withdrawal request attempted on 26th of December 2024. The withdrawal request was cancelled and played the amount from the cancelled withdrawal request. Later, your account was closed on 3rd of January 2025 as per your request.

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Best regards,

Vegasino team

Was it canceled by the provider? That's a lie! You canceled them.

Dear Dimitrisgk89,

Unfortunately, we cannot take any action at this point if you deliberately gambled your money away, regardless of the reasons your withdrawal requests were not processed. If the money was returned to your player's balance after unsuccessful withdrawal attempts and you chose to use it instead of waiting for the technical issues to be resolved or trying another withdrawal method, we cannot impact this situation, as the lost balance during gameplay cannot be reinstated.

If you encounter a similar situation in the future, please be patient, as it may take some time for the issue with the payment provider to be fixed. To prevent losing your money, you can also contact casino support and ask them to set up responsible gambling tools for you, such as a loss limit or a cool-off period, if the casino offers such options.

Due to the reasons mentioned above, this complaint will now be rejected. Thank you for your understanding. I’m sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you encounter any issues with this or any other casino in the future.

Regards,

Natalia