V.Vegas Casino - プレイヤーが賞金を受け取れずにいます。

I passed the verification (KYC) this morning. The casino terms and conditions state that after confirmation, withdrawals up to 499 euros must be processed within 5 minutes - 12 hours.

However, more than 12 hours have passed and I still haven't received my funds. Support initially denied there was a delay, then contradicted their own terms and conditions, and finally closed the chat without resolving the issue.

I consider this a violation of player protection policies and unfair practice.

I ask you to influence the situation so that the casino fulfills its obligations and makes the payment without further delay.

I am attaching screenshots of the chat as evidence.

Я пройшла верифікацію (KYC) сьогодні зранку. Умови казино зазначають, що після підтвердження, виведення коштів до 499 євро має бути оброблено протягом 5 хвилин — 12 годин.

Однак минуло більше 12 годин, а коштів я так і не отримала. Підтримка спочатку заперечувала наявність затримки, потім суперечила власним умовам і врешті закрила чат без вирішення питання.

Я вважаю це порушенням політики захисту гравців і недобросовісною практикою.

Прошу вплинути на ситуацію, щоб казино виконало свої зобов’язання та здійснило виплату без подальших зволікань.

Додаю скріншоти чату як докази.

Dear player,

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 the 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear all,

We've looked at the case and could not identify any violations of T&Cs.

("8.13.For the players who successfully completed KYC check, a withdrawal amount of up to 499 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 12 hours, but not exceeding 2 working days from the date of the request, except for weekends and holidays.")

The withdrawals are scheduled to be paid according to casino rules specified.

The transactions were created at 09.07.2025 10:18:44 (UTC) and at 09.07.2025 13:01:29 (UTC)

Regards

Greetings,

According to our records, the player received their winnings in full.

Kind regards

Dear Vulkan Vegas Casino, thank you for the information provided.

Dear player, could you please confirm whether you have received the funds in full?

Dear player,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.