Vegas Hero Casino - La solicitud de retiro del jugador se ha retrasado.

Hello, I deposited at VegasHero Casino and played with a first deposit bonus.

All sales conditions were correctly met.

I have been waiting for my first payout since March 9th, 2026!

A total of 3 withdrawals of €500 each were requested. (See screenshot)

Deposit was made via crypto, withdrawal was also requested via crypto.

You only get standard answers from the live chat that lead nowhere.

I've attached screenshots of my previous withdrawal requests.

My account hasn't been verified yet. According to the website, it doesn't need to be.

I've also attached a screenshot of that.

Hallo, ich habe im VegasHero Casino eingezahlt und mit einem ersteinzahlbonus gespielt.

Alle Umsatzbedingungen wurden korrekt erfüllt.

Ich warte nun seit dem 09.03.26 auf meine erste Auszahlung!

Es wurden insgesamt 3 Auszahlungen von je 500€ beantragt. (Siehe Screenshot)

Einzahlung lief per Crypto, Auszahlung ebenfalls per Crypto beantragt.

Man bekommt nur Standard Antworten vom live Chat die zu nichts führen.

Ich hänge Screenshots von meinen bisherigen Auszahlungsanträgen bei.

Mein Konto wurde noch nicht verifiziert. Muss laut Website auch nicht verifiziert werden.

Ich füge davon ebenfalls ein Screenshot bei.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegashero.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your payouts were blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello, I played with a casino first deposit bonus, all conditions were met.

I requested my first payout on March 9th. Nothing has happened since.

The casino only responds with standard replies... I don't have any screenshots of that.

Hallo, ich habe mit einem Casino ersteinzahlbonus gespielt, alle Bedingungen wurden erfüllt.

Am 09.03 habe ich meine erste Auszahlung beantragt. Seit dem passiert nichts.

Das Casino Antwortet nur mit Standard Antworten.. davon habe ich keine Screenshots.

Unfortunately, there has still been no communication or payment!

I used the bonus to play at the casino...

Leider immer noch keine Kommunikation oder Auszahlung stattgefunden!

Ich habe den Bonus im Casino spielen umgesetzt...

Hello iak00,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

There has still been no contact or payment!

Es gab immer noch keine Kontakt Aufnahme oder Auszahlung!

Dear iak00,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear iak00,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Vegas Hero Casino to join this conversation and assist in addressing the complaint.

Dear Vegas Hero Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear iak00,

Thank you for reaching out to us.

We are writing to confirm that your request regarding your withdrawals have been successfully submitted and forwarded to the appropriate department for further review. Our team is currently assessing the information provided.

We sincerely appreciate your patience, cooperation, and understanding during this process.

Yours sincerely,

Vegashero Team

Vegas Hero Casino

Thank you for your dedication to addressing this issue. I appreciate your efforts and look forward to receiving an update from you following the review by the appropriate department.

Just like with Funbet (same provider), vegashero is also causing major problems with verification!!

I received a verification request today.

I uploaded my ID, but it was rejected because it expires next month.

What's the problem? The document is still valid! And therefore it's an official document!

I don't have any other document and I won't get any in the next 3 weeks either!!!!!!!!!!

The document is valid, so accept it!

Wie schon bei Funbet (gleicher Anbieter) macht auch vegashero bei der Verifizierung mächtig Probleme!!

Ich habe heute eine Verifizierungsanfrage erhalten.

Ich habe mein Ausweis hochgeladen, dieser wurde jetzt abgelehnt da er nächsten Monat abläuft.

Wo ist das Problem? Das Dokument ist noch gültig!!! Und somit ist es ein offizielles Dokument!

Ein anderes Dokument habe ich nicht und bekomme ich auch in den nächsten 3 Wochen nicht¡!!!!!!!!!!

Das Dokument ist gültig also akzeptiert es!

According to customer support, my ID card has now "apparently" been approved.

A reply was received via email (see attachment).

I'm still waiting for my payout!!

Next, I'll probably be asked to confirm my deposit, even though this could have happened a long time ago....

Mein Ausweis wurde laut Kunden-Support nun "anscheinend" genehmigt.

Eine Antwort kam per E-Mail siehe Anhang.

Ich warte trotzdem weiterhin auf meine Auszahlung!!

Als nächstes kommt bestimmt das ich meine Einzahlung bestätigen muss obwohl dies schon längst hätte passieren können....

Today I logged into my account and when I click on verification it says I should upload the following documents...

It's nice that you can't see what they mean... but look at the screenshots, then you'll understand what I mean...

I have now sent an email to KYC email support with further documents... (these documents were also requested and approved by Funbet!)

Heute habe ich mich in meinem Konto eingeloggt und wenn ich auf Verifizierung klicke steht dort ich solle folgende Dokumente hochgeladen...

Schön das man nicht erkennen kann was sie meinen.. aber schauen sie sich die Screenshots an, dann verstehen sie was ich meine...

Ich habe dem KYC E-Mail Support jetzt eine E-Mail gesandt mit weiterem Dokumenten.. (diese Dokumente wurden auch bei Funbet angefordert und genehmigt!)

The next email I received said I should send a new ID after all 😂😂😂

This casino is the biggest scam!!

Never play there!!!!!

Look at the last email! It clearly states that my ID has been approved!

There is still no new ID! The document remains valid and counts!

I won't send anything.

Furthermore, they want another selfie from me. This time with my new ID card, which doesn't exist, and the casino in the background.

How do they imagine that working? That you buy a projector and then project the casino onto a wall or something? 😂😂😂

Just when you think it can't get any worse, they pull something else off.

SCAM CASINO

Nächste E-Mail kam jetzt das ich nun doch nochmal eine neue ID schicke soll 😂😂😂

Dieses Casino ist der größte Scam !!

Spielt dort niemals !!!!!

Schauen sie sich die letze E-Mail an! Dort steht ganz klar das meine ID genehmigt wurde!

Es ist weiterhin keine neue ID vorhanden! Das Dokument ist weiterhin gültig und zählt!

Ich werde nichts schicken.

Desweiteren wollen sie ein weiteres Selfie von mir . Diesmal mit meinem neuen Ausweis den es nicht gibt und dem Casino im Hintergrund.

Wie stellen die sich das vor? Das man sich einen Beamer kauft und dann das Casino auf eine Wand projiziert oder was 😂😂😂

Immer wenn du denkst es geht nicht schlimmer hauen sie noch ein raus.

SCAM CASINO

iak00

Thank you for providing the updates. In the screenshot you shared on April 17, 2026, I noticed that your ID was verified and there was a request for a selfie verification. Could you please let me know if you completed the selfie verification soon after receiving the request?

Yes, of course!

Ja natürlich!

iak00

Thank you for your confirmation.

Vegas Hero Casino

In light of the players' testimonies, could you please provide clarification regarding the verification process and the subsequent handling of players' withdrawal requests? Your assistance would be greatly appreciated.

It's still not possible to upload anything because nothing is visible!!!

Now casino.guru has extended the answer option for these criminals as well 😂

It's all unbelievable here.

Es ist weiterhin nicht möglich irgendetwas hochzuladen weil man nichts sieht!!!

Nunhat casino.guru die Antwort Möglichkeit dieser Verbrecher auch noch verlängert 😂

Es ist alles unfassbar hier

iak00

Thank you for your update. I would like to emphasize that Casino Guru ensures all parties involved in a dispute are given equal and adequate time to respond. This approach is essential for a fair evaluation and timely resolution of complaints. I kindly ask for your patience as we await the casino's response. Please be assured that I will do everything in my capacity to facilitate a fair resolution to this issue.

Regards.

Please don't misunderstand me, but this casino is far from fair. Their terms and conditions state that withdrawals are processed within 3 days.

I've been waiting for over 6 weeks and my account isn't even verified yet...

It is wrong to call this fair.

I still thank them for their help, of course.

Verstehen sie mich bitte nicht falsch.. aber fair ist dieses Casino bei weitem nicht. In den AGBs wird angegeben das Auszahlungen innerhalb von 3 Tagen bearbeitet werden.

Ich warte seit über 6 Wochen und noch nicht Mal mein Account ist verifiziert ..

Hier noch von fair zusprechen ist falsch.

Ich danke ihnen natürlich trotzdem für ihre Hilfe..

Dear iak00,

I truly understand your concerns and empathize with your situation. However, it is important that we allow the resolution process to proceed as intended. We will continue to await a response from the casino. If we do not receive a reply, the complaint will regrettably be marked as unresolved, which will have an impact on the casino's rating.

Dear All,

Thank you for your patience.

Please rest assured that we are working to complete the review as quickly as possible. Once the evaluation is finalized, we will contact you promptly with the outcome or any further steps that may be required.

 We sincerely appreciate your patience, cooperation, and understanding during this process.

Yours sincerely,

Vegashero Team

Vegas Hero Casino

Thank you for your response. We would greatly appreciate a timely update from you, considering the duration the player has been waiting for a resolution to this matter.

Dear iak00,

Thank you for your patience.

We are still waiting for the requested documents to proceed with your review.

Please reply to the email we had sent previously with these files at your earliest convenience.

Best regards,

Team VegasHero

I have no idea what they're talking about... I haven't received any emails lately! My account says no further documents need to be uploaded!

See screenshot!

Over seven weeks have passed, folks! Neither verification nor payment has been successful!

Stay away from here!

Keine Ahnung wovon sie reden... Ich habe keine E-Mail bekommen in letzter Zeit ! In meinem Account steht es müssen keine weiteren Dokumente hochgeladen werden!

Siehe Screenshot!

Über 7 Wochen sind vergangen Leute ! Weder Verifizierung war erfolgreich noch gab es eine Auszahlung!

Haltet euch fern hier!

Vegas Hero Casino

Could you please provide your comments on the player's submission, particularly in regard to the difference between the player’s profile and your request for verification? Additionally, would it be possible for you to either resend the email to the player or utilize this platform to communicate your requirements to them? Alternatively, you may consider using your live chat for this purpose.

So I've gambled my account down to zero.

A reminder to everyone... never play here! Even after 8 weeks, there's been no response to verification or payout requests!

Casino Guru is absolutely no help, and I think they're in cahoots with them. After all, someone has to finance them 😉

So this crap can be closed.

So ich habe mein Konto auf null gespielt.

Nochmal an alle.. spielt hier niemals ! Auch nach 8 Wochen keine Reaktion auf Verifizierung oder Auszahlung!

Casino guru ist absolut keine Hilfe und ich denke sie stecken mit ihnen unter einer Decke. Schließlich muss sie ja jemand finanzieren 😉

Also der Scheiss hier kann geschlossen werden.

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.

We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.

Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.

If you change your mind or feel you need our support, we will be here to help.