The player from Austria has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.
Vegasino Casino - Withdrawal of player's winnings has been delayed.
Vegasino Casino
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8.6
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Opened
Current status
Waiting for Casino Guru to reply
4d 23h 45m 41s
Case summary
2 days ago
Public
Advanced Novice
Public
1 week ago
Translation
I won a total of €5,300 playing roulette. With my own money, without a bonus or anything like that. I deposited and withdrew using a credit card. I received the first €1,000 late, but at least €500 once a week. Now I still have €4,300 outstanding, and I haven't received a payout since June 13th. It's been almost two weeks! I've written to support every day, but it's no use! I've documented and screenshotted everything: winnings, withdrawal requests, correspondence.
Hopefully you can help me.
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Dear FloA,
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,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Advanced Novice
Public
1 week ago
Translation
Hello!
First of all, thank you for the answer.
In six hours, it will have been 14 days since I was waiting for the payout. I have three payouts pending: from June 13, 14, and 15. And I'm still €4,300 missing. I can't wait three weeks each time for €500?
Above all, their website says that they pay out €7,000 a month, but I'm far from that.
Checked and everything is fine, I've already received 500€ twice.
In a written correspondence they wrote to me that everything was fine and that I would receive the money, but they have only been writing this for 10 days!
So any help from you would be very nice.
Kind regards
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Dear FloA,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Advanced Novice
Public
1 week ago
Translation
Hello!
No, none of the 3 open withdrawals have been processed.
€1,500 is being paid out. A total of €4,300 is still missing.
Kind regards
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Thank you for your response. Has the casino explained why your withdrawal requests are delayed?
Please forward me all the screenshots and communication between you and the casino customer support regarding the delay in processing your payments at [email protected].
Public
Advanced Novice
Public
1 week ago
Translation
Hello.
They say it's because too many people want to cash out at the moment. But that's no excuse when you have to wait two weeks or more for €500. At other casinos, you get your money in minutes.
I sent them an email.
Automatic translation:
Public
Complaint Specialist
Public
5 days ago
Thank you very much, FloA, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Advanced Novice
Public
5 days ago
Translation
Thank you very much. I hope this makes a difference. The payments still haven't been processed.
Kind regards
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
5 days ago
Dear FloA,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Vegasino Casino representative to join this conversation.
Dear Vegasino Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
Public
Casino representative
Public
4 days ago
Dear All,
Thank you for reaching out to us, and we apologize for the delay.
We are checking the player's request with the relevant department.
Once we have an update we will let you know.
Thank you for your patience.
Best regards,
Vegasino Team
Public
Advanced Novice
Public
4 days ago
Translation
Hello.
It has now been 17 days since the last payout!
Kind regards
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
4 days ago
Dear Vegasino Casino,
We will be waiting for your update.
Public
Advanced Novice
Public
4 days ago
Translation
Hello.
Vegasino must have already seen it. One withdrawal was released today, while the other two were canceled.
Now I'm still missing €3,800. I hope the next payout doesn't take another 17 days.
Kind regards
Automatic translation:
Public
Casino representative
Public
3 days ago
Dear FloA,
Following our internal review, we regret to inform you that two of your recent withdrawal requests were unfortunately declined by the payment provider.
We sincerely apologize for the inconvenience caused.
To proceed without further delays, we kindly ask you to submit a new withdrawal request using an alternative method, such as bank transfer, which we will prioritize and process with urgency.
Thank you for your understanding and cooperation.
Best regards,
Vegasino Team
Public
Advanced Novice
Public
3 days ago
Translation
Hello.
I can't imagine that, it's always worked perfectly everywhere and my bank doesn't reject anything.
But good.
I have now made a withdrawal via bank transfer.
Kind regards
Edited
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 days ago
Dear FloA,
I am glad to hear, that you were able to complete the first withdrawal.
Please notify me, when you receive following withdrawals.
Public
Advanced Novice
Public
2 days ago
Translation
Thanks! I'll keep you updated; nothing else has been released yet.
Automatic translation:
Casino Guru is examining the case
