Vegas Hero Casino - El jugador afirma que el pago se ha retrasado.

I have two withdrawals pending at this casino. I contact the live chat and the answer is always the same. Could you help?

Tenho dois levantamentos pendentes neste casino. Contacto o chat ao vivo e a resposta é sempre a mesma. Poderiam ajudar?

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

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, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

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.

The situation remains the same. I assume that my check is complete, because I don't need to check that everything is ok

A situação continua igual. Presumo que a minha verificação esteja completa, pois não secção de fazer a verificação está tudo ok

Dear player, 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?

Could you please specify the bonus you used?

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.

Yes, I've removed it before and no problem. The kyc is complete, in the verification section everything is ok. The bonus I used was a 100% bonus if I'm not mistaken.

Sim já retirei anteriormente e sem problema. O kyc está completo, na secção de verificação está tudo ok. O bônus que eu usei foi um bônus de 100% se não estou em erro.

Dear player, have you received the money?

Hi, the withdrawals are still pending. I'm still waiting for the casino to resolve the situation

Olá, os levantamentos ainda estão pendentes. Continuo a aguardar que o casino resolva a situação

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Vegas Hero Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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.

To upgrade, they asked for verification. I sent all the documents, but there is one document that no casino has ever asked me for until now. Proof of wealth/funds.

They supposedly want proof of how I got the money to make the deposits in the casino

Para atualizar, pediram verificação. Enviei todos os documentos, mas há um documento no qual nunca nenhum casino me pediu até agora. Uma prova de riqueza/fundos.

Supostamente querem uma prova de como eu obtive dinheiro para efetuar os depósitos no casino

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi