V.Vegas Casino - La retirada del jugador se ha retrasado y cancelado.

I was lucky enough to win €25,000 on May 30th. I had already verified my account beforehand and never had any problems with withdrawals. As of today, June 23rd, €20,000 has been paid out. The terms and conditions state a 14-day withdrawal period. Despite contacting support (live chat and email), the only response I received was to wait.

My withdrawal was cancelled today, which has extended the waiting time even further. According to support, it was a technical error.

Ich habe glücklicherweise am 30.05 25.000€ gewonnen. Ich habe mich bereits vorher verifiziert und nie Probleme mit der Auszahlung gehabt. Bis heute 23.06 wurden 20.000 ausgezahlt. Laut AGB sind 14 Tage angegeben. Trotz Nachfrage beim Support (Live+Mail) kam nur die Antwort ich soll warten.

Heute wurde meine Auszahlung storniert, damit also auch die Wartezeit noch einmal verlängert. Laut Support technischer Fehler.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Grml,

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 fully understand the situation.

• Could you please confirm that your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• Looking at the screenshots, some withdrawals were cancelled, and some were already successful. Could you please clarify the date you requested the remaining 5000?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Grml,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean