Vegasino Casino - プレイヤーのアカウントは閉鎖されました。

My account has been blocked for over a week, and I have never been able to verify my identity. Withdrawals are suspended.

Account bloccato da più di una settimana, non mi è stato mai possibile verificare la mia identità e prelievi sospesi.

Dear tendenz,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• When did you create your casino account and when was it closed?
• 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

Could you tell me what games you focused on: slots, live casino, sports betting, etc.?

Live Casino (Lightning Storm - xxxRoulette)

When did you create your casino account and when was it closed?

I created the account on January 8, 2025 and it was closed on Thursday 16 (while withdrawal requests are from January 12)

Did you accumulate your winnings with or without an active bonus?

I accumulated my winnings without any active bonus

Potresti indicarmi su quali giochi ti sei concentrato: slot, casinò live, scommesse sportive, ecc.?

Casino live (Lightning Storm - xxxRoulette)

Quando hai creato il tuo account del casinò e quando è stato chiuso?

Ho creato l'account l'8 gennaio 2025 ed è stato chiuso giovedì 16 (mentre le richieste di prelievo sono dal 12 gennaio)

Hai accumulato le tue vincite con o senza un bonus attivo?

Ho accumulato le mie vincite senza alcun bonus attivo

Thank you very much for your reply, tendenz. Have you tried contacting the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent what you requested via email.

Ho inviato tramite email quanto richiesto.

Thank you very much, tendenz, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) 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.  

Four days ago Vegasino sent me an email asking for my bank account details but my profile is still blocked and they don't let me access the support chat.

Quattro giorni fa Vegasino mi ha mandato una e-mail chiedendomi i dettagli del mio bank account ma il mio profilo continua ad essere bloccato e non mi fanno accedere alla chat di assistenza.

Dear tendenz,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Vegasino Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Vegasino Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

I got an email saying my account was reopened, but that's not true, I can't even access the customer chat service. I really don't know what to do anymore. This is outrageous.

Mi è arrivata una email dicendo che il mio account era stato riaperto, ma non è vero, non posso accedere nemmeno al servizio chat destinato ai clienti. Non so davvero più cosa fare. E' una cosa oltraggiosa.

Updates:

They evaded my first three withdrawals.

The problem is that since I have a blocked account I cannot request withdrawals for the remaining sums, that is, more than 20 thousand euros. Vegasino does not respond to any email. What can I do?

Aggiornamenti:

mi hanno evaso i primi tre prelievi.

Il problema è che avendo l'account bloccato non posso richiedere i prelievi per le somme residue, vale a dire più di 20mila euro. Vegasino non risponde a nessuna email. Cosa posso fare?

It's a paradoxical situation. There is no way to contact customer service, they don't answer any emails and my account is blocked so I can't even process withdrawal requests. Why doesn't VEGASINO answer?

E' una situazione paradossale. Non è possibile contattare il servizio clienti in nessun modo, non rispondono a nessuna email e ho il conto bloccato per cui non posso elaborare nemmeno le richieste di prelievo. Perché VEGASINO non risponde?

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 tendenz, 

We would kindly request to check the updated email and provide us the required payment details in order to complete the payout.

Thank you in advance.

Kind Regards,

Vegasino Casino Team

Dear tendenz,

Have you checked the updated email from the casino and provided the requested payment details as they claimed?

I provided everything immediately but the account is still blocked and they did not respond to an email yesterday asking for updates

Ho fornito tutto immediatamente ma l’account è ancora bloccato e non mi hanno risposto ad una e-mail di ieri chiedendo aggiornamenti

No update yet. Is this behavior really possible from the site? I am shocked. Please help me

Nessun aggiornamento ancora. È davvero possibile questo comportamento da parte del sito? Sono esterrefatto. Per favore aiutatemi

Dear Vegasino Casino,

The player states that he provided the requested information right away. Could you please confirm whether this is accurate and check on the status?

Thank you for your assistance.

I have contacted customer service twice via chat (before I was not even able to do that) and each time the operators reply that an answer will be given "as soon as possible". Let's hope Vegasino can at least answer you.

Ho contattato due volte il servizio clienti tramite chat (prima non mi era possibile nemmeno quello) e ogni volta gli operatori rispondono che sarà data una risposta "quanto prima". Speriamo che Vegasino possa rispondere almeno a voi.

Dear tendenz,

Thank you for your patience.

We would like to to inform you that your bank details had been forwarded to relevant department and manual withdrawal of your balance should be completed as soon as possible. We would notify you as soon as the withdrawal is complete. Please accept our apology for the inconvenience caused.

Best Regards,

Vegasino Team

Still no news and account still blocked. Customer service can only tell me "we will let you know as soon as possible".

Ancora nessuna novità ed account sempre bloccato. Il servizio cliente sa soltanto dirmi "quanto prima ti faremo sapere".

Dear Vegasino Casino,

Are there any updates regarding the review of the player's bank details and manual withdrawal? Could you please provide an estimated timeframe for when this issue will be resolved?

Thank you.

Dear tendenz,

Thank you for sharing your details.

We are checking your request with our relevant department. We are willing to proceed positively. Therefore, we will give you an update at the earliest as possible.

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

Best regards,

Vegasino team.

Dear tendenz,

As per checking with the relevant department it seems your IBAN is incorrect we kindly request you to please re-check and share the correct details so we can proceed accordingly. Thank you!

Waiting for your details.

Best regards,

Vegasino team.

It's incredible, the data is correct, I just sent it again and it was exactly the same as the one already shared. It really seems like a scam. It's impossible to continue like this.

E' incredibile, i dati sono giusti, li ho appena inviati di nuovo ed erano esattamente uguali a quelli già condivisi. Sembra davvero una truffa. E' impossibile continuare così.

Withdrawal finally processed. I thank this site so much for the assistance you have given me, I really have no words to thank you. I also thank vegasino who, despite the delay, made the transfer. Thanks again. You are a magnificent support

Prelievo finalmente evaso. Ringrazio tantissimo questo sito per l’assistenza che mi avete dato, non ho davvero parole per ringraziarvi. Ringrazio anche vegasino che, nonostante il ritardo, ha effettuato il bonifico. Grazie ancora. Siete un supporto magnifico

Dear tendenz,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo