Vegas Hero Casino - El jugador cree que el reintegro se ha retrasado.

Good morning

I've requested two withdrawals of €980 each from Vegas Hero after 8 days, and they just keep giving me the runaround in the chat and haven't credited the funds. I also have €16,150 in my account that I'm waiting to withdraw. What can I do?

Buenos días

He reclamado en vegas hero dos retiros de 980 euros cada uno después de 8 dias y solo.me dan largas en el chat y no.me ingresan. Además tengo en la cuenta 16150 euros también por retirar.que puedo hacer

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Dear Chipota,

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 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

Dear Chipota,

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.

I still haven't received anything, and I've complained every day.

Aún no he recibido nada y he reclamado todos los dias

Have we heard anything about my claim? It's been 18 days and I haven't received anything, and I urgently need the money.

Sabemos algo de mi reclamación ?hoy llevo 18 días y no.me han mandado nada y necesito urgente el.dinero

Dear Chipota, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Good afternoon, yesterday I was asked for documentation to verify the account, I am waiting for a response.

Buenas tardes ayer me.pidieron documentación oara verificar la cuenta ,estoy a la espera de contestación

Dear Chipota,

Thank you very much for your update.

I understand that the casino has recently requested additional documents to verify your account. Please keep me informed once they respond regarding your verification.

In the meantime, I would kindly ask you to answer the questions from my previous message, as they are important for me to fully understand your case:

• Have you made any successful withdrawals from this casino before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? You can send emails or chat transcripts to karla.m@casino.guru or attach screenshots directly to this complaint thread.

Thank you very much for your cooperation. I look forward to your reply.

Karla

I answer the questions.

I have made other withdrawals without any problems.

I accumulated the profits with an active bonus

Win it all at the casino

There are many complaint emails; if you'd like, I can send you the last response they gave me yesterday. I'll send it to your email tomorrow.

Contesto a las preguntas.

Si he realizado otros retiros sin problema

Las ganancias las acumule con un bono activo

Gane todo en el casino

Son muchos correos de reclamación si quiere le.mando lanultima contestación que me dieron ayer se lo envió.mañana al email

Dear Chipota,

Thank you for your reply.

Unfortunately, I have not been able to locate your email in my inbox.

Could you please let me know which email address you used to send the documents and communication? This will help me search for your message more effectively. If necessary, you can also resend the email to karla.m@casino.guru.

Thank you in advance for your cooperation. I look forward to your reply.

Karla