Vegasino Casino - プレイヤーの撤退が遅れています。

Good day, on December 9th, I requested my first withdrawal of 200 euros.

On December 10th (due to the withdrawal limit), I requested a second withdrawal of 500 euros.

On December 11th, I made a third withdrawal request for 500 euros.

Today is December 23rd, and besides the usual excuses from the CHAT service, I have received nothing. I'm really frustrated and feel mocked.

They tell me that my bank is experiencing delays, but after contacting them, they informed me that there are no incoming credit requests from international sources to my account.

I am starting to believe that the COMPETENT FINANCIAL DEPARTMENT does not really exist.

In addition to these "reminders" from the chat operators, I have received no explanation, let alone any credits.

Buongiorno, in data 09 dicembre ho richiesto il primo prelievo da 200 euro.

In data 10 dicembre ( a causa del limite di prelievo ) ho richiesto il secondo da 500.

In data 11 dicembre il terzo da 500 euro.

Oggi siamo al 23 dicembre e oltre alle solite scuse del servizio CHAT , non ho ricevuto nulla . Sono davvero infastidito e mi sento preso in giro.

Mi dicono che la mia banca ha ritardi ma dopo averli contattati mi hanno comunicato che non esistono richieste di accredito sul mio conto da sedi internazionali.

Il DIPARTIMENTO FINANZIARIO COMPETENTE ormai inizio a credere che non esista.

Oltre a questi "solleciti" da parte degli operatori in chat, non ho ricevuto nessuna spiegazione, figuriamoci accrediti.

Dear ciulloalessio1,

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?

Is your casino account blocked?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

• Have you made successful withdrawals in the past? YES, WITHOUT PROBLEMS AND WITHOUT WAITING.
• Could you please confirm that you have passed KYC verification? ACCOUNT DOES NOT REQUIRE VERIFICATION AS DESCRIBED IN ACCOUNT DETAILS
• Did you accumulate your winnings with or without an active bonus? WITHOUT ACTIVE BONUSES
• Is your casino account blocked? ACCOUNT IS NOT BLOCKED AT ALL
• Could you share your communication with the casino regarding withdrawals? I KEEP THE 3 EMAILS OF THE WITHDRAWAL REQUEST BUT ON THE SITE, THEY SHOW BEEN UNDER VERIFICATION FOR 2 WEEKS.

• Hai già effettuato prelievi con successo in passato? SI, SENZA PROBLEMI E SENZA ATTESE.
• Potresti confermare di aver superato la verifica KYC? L'ACCOUNT NON RICHIEDE VERFICA COME DESCRITTO NEI DATI ACCOUNT
• Hai accumulato le tue vincite con o senza un bonus attivo? SENZA BONUS ATTIVI
• Il tuo account del casinò è bloccato? L'ACCOUNT NON è BLOCCATO ASSOLUTAMENTE
• Potresti condividere la tua comunicazione con il casinò in merito ai prelievi? CONSERVO LE 3 MAIL DI AVVENUTA RICHIESTA DI PRELIEVO MA SUL SITO, RISULTANO IN VERIFICA DA 2 SETTIMANE.

in this screen we have the 3 requests made from December 9th onwards, one per day.

Do you need specific withdrawal IDs?

in questa schermata abbiamo le 3 richieste fatte dal 9 dicembre in poi, una al giorno.

ti servono le id prelievo speifiche?

these are the 3 withdrawal requests executed.

Unfortunately the 200 was cancelled yesterday and requested again to understand if the problem was mine or the site's.

queste sono le 3 richieste prelievo eseguite.

Purtroppo quella da 200 è stata cancellata ieri e richiesta nuovamente per comprendere se il problema fosse il mio o del sito.

No news today...below is the latest chat exchange with Vegasino

After that, total silence. No credit and no resolution of the case.

Ad oggi nessuna novità...di seguito l'ultimo scambio di chat con Vegasino

Dopo questo, silenzio totale. Nessun accredito e nessuna risoluzione del caso.

Dear ciulloalessio1, can you confirm that you canceled the first withdrawal?

Are all three withdrawal requests still pending?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Good morning,

I don't keep the chats I exchanged with customer service because they always gave me the same answer.

There's not much to say here except that I've been waiting since December 9th and it will soon be a month!!!

It seems to me that they don't want to pay.

Incoming traffic is different from outgoing traffic and I repeat that I work with international transfers every day and the times, after the operation, are a maximum of 2 working days.

I feel really cheated

Buongiorno,

Non conservo le chat che ho scambiato con il servizio clienti perché mi hanno dato sempre la stessa risposta.

Qui c'è poco da dire se non che sono in attesa dal 9 dicembre e tra poco sarebbe un mese!!!

A me sembra che non vogliano pagare.

Il traffico in entrata è diverso da quello in uscita e ripeto che lavoro con bonifici intenazionali tutti i giorni ed i tempi, dopo l'operazione, sono di massimo 2 giorni lavorativi.

Mi sento davvero preso in giro

Is there anyone who could help me by any chance?

Below are the screenshots of the 3 withdrawals STILL pending.

Since December 10th it seems like too long to continue to believe that there are delays due to traffic!!!!

C'è qualcuno che potrebbe aiutarmi per caso?

Qui di seguito le schermate dei 3 prelievi ANCORA in sospeso.

Dal 10 dicembre mi sembra davvero troppo tempo per continuare a credere che ci sono ritardi dovuti al traffico!!!!

Thank you very much, ciulloalessio1, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

I just want my money!!!!

Voglio solo i miei soldi !!!!

Today's update.

After sending an email to support, they immediately replied that they had processed all three transfers on January 7th.

They asked me to wait 3 to 5 working days for the credit to my account but they covered their tracks by inviting me to contact my bank in case there were delays NOT DUE TO THEM.......

In my opinion they will credit everything back to the game account forcing me to request the withdrawal again....

Fingers crossed 🤞

I'll keep you updated

Aggiornamento di oggi.

Dopo aver mandato una mail al supporto, mi hanno subito risposto di aver processato tutti e tre i bonifici in data 7 gennaio.

Mi hanno chiesto di attendere dai 3 ai 5 giorni lavorativi per l accredito sul mio conto ma hanno messo le mani avanti invitandomi a contattare la mia banca qualora ci dovessero essere ritardi NON DOVUTI DA LORO.......

Secondo me riaccrediteranno tutto sul conto di gioco costringendomi a richiedere nuovamente il prelievo....

Incrociamo le dita 🤞

Vi aggiorno

Hello, ciulloalessio1,

I am sorry to hear about your trouble. From now on, I will assist you with the case.

After reading your update, I would like to wait for at least those 3-5 working days and wait for news from you. Then, if nothing changes, we can invite the casino to the thread and ask them for clarification. Therefore, now I am setting up the timer for you, for 7 normal days (the maximum 5 working days + some reserve on top), waiting for your update.

Thank you for your patience and understanding. Looking forward to hearing good news from you.

Good morning,

After an infinite wait, now we are back to square one but with the difference that I cannot withdraw!!!!

They credited my gaming account with the 1000 euros I had requested with the obligation to play them all!!!!!!!!!

Are you kidding me???????

I want my money, I'm fed up with this story!!!!!!!!!!!!!

Buongiorno,

Dopo un attesa infinita, adesso siamo al punto di partenza ma con la differenza che non posso prelevare!!!!

Mi hanno accreditato sul conto di gioco i 1000 euro che aveva richiesto con l obbligo di giocarli tutti!!!!!!!!!

Ma stiamo scherzando???????

Io voglio i miei soldi, mi sono rotto le palle di questa storia!!!!!!!!!!!!!!

I need your real help!!!

They closed my chat giving me a truly unspeakable response!!!!

Ho bisogno di un vostro aiuto reale!!!

Mi hanno chiuso la chat dandomi una risposta davvero incommentabile!!!!

Can anyone help me???

They ask me for the data for manual withdrawal but then 3 days have passed and no one answers me!

I want my money!!!!

Qualcuno può aiutarmi???

Mi chiedono i dati per prelievo manuale ma poi Sono passati 3 giorni e nessuno mi risponde!

Voglio i miei soldi!!!!

Thank you for the update, ciulloalessio1, and I am sorry for the delay. Let's ask the casino for an explanation.

Dear Vegasino Casino Team,

Could you please explain the player's situation in more detail? What is the estimated time frame for processing his withdrawal? If there is anything that the user could do to speed the process up, feel free to let us know about it.

The disputed amount was set up to €1,200, which we can see in the player's screenshots above (original withdrawals of 2 x €500 + €200). The casino credited his account with €1,000. Where did the remaining €200 disappear?

If needed, feel free to use my email address (branislav.b@casino.guru).

Thank you.

All 1200 euros are in my account BUT I CAN'T WITHDRAW THEM due to an error on their part.

They asked me for my IBAN data in order to proceed with the manual withdrawal but they disappeared after I sent them.

I sent 5 emails to Support but no answers.

I've been waiting since December 9th and this all seems ridiculous to me!!!!

I want my money

Sul mio conto sono presenti tutti i 1200 euro MA NON POSSO Prelevarli a causa di un loro errore.

Mi hanno chiesto i dati del mio iban in modo da procedere al prelievo manuale ma sono spariti dopo averglieli inviati.

Ho mandato 5 mail al Supporto ma niente risposte.

Sono in attesa dal 9 dicembre e questo mi sembra tutto ridicolo!!!!

Voglio i miei soldi

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.

Hello ciulloalessio1,

As we checked your account we can see your withdrawal request were cancelled by the payment provider. Hence, we kindly suggest that you reattempt your withdrawal request via alternative bank. Thank you!

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

Best regards,

Vegasino team.

The problem is precisely this:

You have credited the amount back to my gaming account without giving me any more chance to try to withdraw!!!

You asked me 5 times for the data of an alternative bank to proceed with the manual withdrawal but then you disappeared.

The last email was two days ago and, despite my immediate response, you disappeared without giving me any existence!!!

I want my money, I lost my job and I told you in every email: I need that amount I won regularly!!!!!

Il problema è proprio questo :

Avete riaccreditato sul conto di gioco l'importo senza darmi più modo di riprovare a prelevare!!!

Mi avete chiesto 5 volte i dati una banca alternativa per procedere al prelievo manuale ma poi siete spariti.

L'ultima mail è di due giorni fa e, nonostante la mia risposta immediata, sparite senza darmi esisto!!!

Voglio i miei soldi, ho perso il lavoro e ve l ho detto in ogni mail: ho bisogno di quell importo vinto con regolarità!!!!!

Greetings all,

Thank you both for your replies, and I am sorry for the delay.

Dear ciulloalessio1,

If there is any news or progress, please let us know about it.

Until then, thank you for your patience and understanding.

Dear Vegasino Casino Team,

Since you provided us basically with nothing relevant, and it looks like you did not go through the entire thread at all, I believe you will do it now.

The player cannot withdraw himself because every time he attempts to withdraw, he receives an announcement that it cannot be done (due to some wagering requirement, which you can see in one of his screenshots - posted above on January 11, 2025). In addition, the casino customer support asked him to provide details of an alternative payment method to issue a manual withdrawal, however, they stopped responding and nothing happened at all.

Therefore, please go through the thread and read everything from the player, translating screenshots. Then, please provide us with your suggestion on how he can move forward and proceed with a withdrawal.

Thank you. Looking forward to hearing clear instructions from you.

Al. I think I've solved it for now.

Al. Momento credo di aver risolto.

Dear all,

Please be informed that one of the customer's withdrawals was paid out. We are working on paying the remaining withdrawal as soon as possible.

However, as we see, as a result of the customer's gaming activity, the remaining 200 EUR were played down.

Best regards,

Vegasino team

Thank you both very much for your replies and updates! Great to see things moved forward.

Since a significant time passed without any news posted here, I would like to ask for an update.

Dear ciulloalessio1,

Can you confirm you lost €200 by playing but that you have already received all the remaining disputed funds?

Can I consider the matter closed, or is there anything else I can help you with?

Thank you.

Dear ciulloalessio1,

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, based on the information above, we will consider the matter successfully closed/resolved.

Greetings all,

Based on the above-stated, we consider the matter closed, and I will now mark the complaint as 'resolved' in our system.

Dear ciulloalessio1,

Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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/casino.guru. 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.

Thank you, Vegasino Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru