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

Hello, I recently won a large sum on Vegasino. Following this, I requested three withdrawals of €800 each, for a total of €2,400, in accordance with my VIP level (level 3).

The withdrawals were requested on March 10, 2025, March 12, 2025, and March 13, 2025. Contrary to other withdrawals, which were always processed within the specified timeframe, I have not received my money to date. All payments are in the "Processing" status. After repeated inquiries to the casino, I was repeatedly confirmed that everything was fine with the withdrawals and that there were minor delays due to high volume and verification steps. However, my money and the withdrawals are safe and will be processed shortly. The first inquiry about this was on March 17, 2025.

According to my profile, my account does not need to be verified at this time.

I won the money through my own deposits and did not use a bonus.

Hallo, ich habe auf Vegasino kürzlich eine höhere Summe gewonnen. Daraufhin habe ich, gemäß meinem VIP Level (lvl.3), drei Auszahlungen in Höhe von jeweils 800 Euro, also insgesamt 2400 Euro beantragt.

Die Auszahlungen wurden am 10.03.2025, 12.03.2025 und 13.03.2025 beantragt. Entgegen der sonstigen Auszahlungen, welche immer im angegebenen Rahmen erfolgt sind, habe ich bis heute mein Geld nicht erhalten. Die Zahlungen stehen alle im Status "Verarbeitung". Auf mehrfache Nachfrage beim Casino, wurde mir mehrmals bestätigt, dass mit den Auszahlungen alles in Ordnung sei und es zu kleinen Verzögerungen kommt, aufgrund von hohem Volumen und Verifizierungsschritten. Mein Geld und die Auszahlungen seien aber sicher und würden in kürze Durchgeführt. Die erste Nachfrage hierzu war am 17.03.2025.

Mein Konto muss laut meinem Profil zum aktuellen Zeitpunkt nicht verifiziert werden.

Ich habe das Geld durch eigene Einzahlungen gewonnen und hierfür keinen Bonus genutzt.

Dear tinocasino,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hello, it's been 14 days since I requested my first withdrawal. Unfortunately, I still haven't received my money. Whenever I contact support via chat, I'm always told that everything is fine and I'll receive my money shortly. Unfortunately, I've been told this for over a week now.

Hallo, jetzt sind 14 Tage rum, nachdem ich die erste Auszahlung beantragt habe. Leider habe ich mein Geld immernoch nicht. Wenn ich beim Support im Chat nachfrage, wird mir immer gesagt, dass alles in Orednung sei und ich mein Geld in kürze erhalten werde. Das erzählt man mir aber leider auch schon seit über einer Woche.

Thank you tinocasino for all the information provided. I will now forward your complaint to my colleague Jana ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear tinocasino,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Vegasino Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello,

I recently contacted Vegasino personally again and asked via chat how my withdrawals were progressing. I also asked why the withdrawals were taking so long. They then told me to contact support via email. No sooner said than done. Here, too, I asked the reasons for the delayed withdrawal and when I could expect a payout. I also wrote down my complete information and attached a copy of my ID and a bank statement with my address, in case the delay was due to the verification process.

In response, I received more reassurances and promises that my payout would be processed as quickly as possible and that a notification would be sent to the finance department.

Vegasino wrote:

"I'm sorry about the delay in your payouts. I've forwarded a request to the finance department for expedited processing and can assure you that your payouts will be processed as soon as possible. Please expect notification via email.

I cannot currently see any request to verify your account. However, if documents are required in the future, you will be notified via the verification section in your profile."

I feel like my inquiries aren't taken seriously and that I always get the same old, standard responses. And I'm starting to question what "as soon as possible" means at Vegasino. It's very annoying, especially since everything went great at first. I had a lot of fun playing in January/February and also made several thousand euros (approximately €15,000) in withdrawals, which were always transferred within the specified timeframe.

Hallo,

ich hatte mich aktuell noch einmal persönlich an Vegasino gewandt und im Chat nach dem Stand gefragt, wie weit meine Auzahlungen sind. Zusätzlich habe ich den Grund erfragt, wieso die Auszahlungen so lange dauern. Daraufhin sagte man mir, dass ich mich an den Support per Email wenden soll. Gesagt - getan. Auch hier habe ich die Gründe für die verspätete Auszahlung erfragt und wann ich mit einer Auszahlung rechnen kann. Zusätzlich habe ich meine Daten noch einmal vollständig dazu geschrieben und eine Kopie meines Ausweises und einem Bankauszug mit Adresse angehangen, falls die Verspätung am Verifizierungsprozeß liegen sollte.

Als Antwort bekam ich wieder Besänftigungen und Versprechen, dass meine Auszahlung schnellstmöglich bearbeitet wird und eine Mitteilung an die Finanzabteilung gemacht wird.

Vegasino schrieb:

"Es tut mir leid wegen der Verzögerung Ihren Auszahlungen. Ich habe eine Anfrage zur Beschleunigung an die Finanzabteilung weitergeleitet und kann Ihnen versichern, dass Ihre Auszahlungen baldmöglichst bearbeitet werden. Bitte erwarten Sie eine Benachrichtigung per E-Mail.

Ich kann derzeit keine Anfrage zur Verifizierung Ihres Kontos sehen.Wenn jedoch in Zukunft Dokumente benötigt werden, werden Sie über den Verifizierungsbereich in Ihrem Profil benachrichtigt."

Ich habe das Gefühl, dass meine Anfragen nicht ernst genommen werden und immer standardmäßig mit den gleichen Antworten geantwortet wird. Und was baldmöglich bei Vegasino bedeutet ist auch so langsam fragwürdig für mich. Sehr ärgerlich, zumal anfangs alles super geklappt hat. Ich hatte im Januar/Februar viel Spaß beim spielen und auch mehrere Tausend Euro (ca. 15000€) an Auszahlungen, welche immer in der angegeben Frist überwiesen wurden.

I just received my money.

Thank you for your support.

Ich habe mein Geld soeben erhalten.

Vielen Dank für die Unterstützung.

Dear tinocasino,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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.

Best regards,

Jana

Casino.Guru