Vegasino Casino - El retiro del jugador se retrasa debido a la verificación.

Hello,

Account verification started immediately after withdrawing attempt, verification process has been on going for one month now. Chat always gives the same reply which is that it can take up to 3 working days to confirm the documents.

Its been a month now and still nothing after multiple attempts trying to reach out and get clarity whats going on. And on top of that, profile says theres no need for KYC...so I can only send documents via email.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Since it is not possible to complete verification directly in your casino account, have you sent any identity documents to the casino’s email address?
• Which documents have you submitted for verification, and when exactly did you send the last one?
• When was the last time the casino communicated with you regarding your account verification?
• What types of games did you play — were they slots, live casino games, or did you place bets on sports?

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

Best regards

Veronika

Hi,

Yes, I have sent it. KYC started via emails because I couldn't send anything in my profile. Then, with the last document, I noticed that the same request had come to my profile and I sent the document there as well. After that, there was silence and I can't send anything to my profile anymore.

This latest one was sent on 9/10, it has a screenshot of a withdrawal from another casino. So they were asking for clarification on what is the one larger transfer on my statement.

Other documents they have requested and I have sent via email: A photo of your ID, a photo of your ID with a selfie, a transaction history of the account used at the casino from August 20th to September 20th, and a selfie with your ID with the casino in the background.

They last contacted each other on October 9, 2025.

I played slot machines.

Thank you, regards. Teemu

Moi,

Kyllä olen lähettänyt. KYC alkoi sähköpostien välityksellä, koska en pystynyt profiilissa lähettämään mitään. Sitten viimeisimmän documentin kohdalla huomasin, että sama pyyntö oli tullut profiiliin ja lähetin dokumentin myös siellä. Sen jälkeen ollut hiljaisuus eikä profiiliin myöskään pysty lähettämään enää mitään.

Tämä viimeisin on lähetetty 9.10, siinä on kuvakaappaus toisesta kasinosta otetusta nostosta. He olivat siis kysyneet selvennystä mikä on yksi isompi rahasiirto tiliotteessani.

Muut dokumentit joita he ovat pyytäneet ja olen lähettänyt sähköpostin kautta: Kuva henkillöllisyystodistuksesta, kuva henkilöllisyystodistuksesta selfien kanssa, tapahtumahistoria kasinossa käytetystä tilistä ajalta 20.8.–20.9. sekä selfie henkilöllisyystodistuksen kanssa siten, että kasino näkyy taustalla.

He ottivat yhteyttä viimeksi 9.10.2025.

Pelasin kolikkopelejä.

Kiitos, terv. Teemu

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the verifcation of your account at veronika.f@casino.guru. Have any of your documents been reviewed by the relevant department in the meantime?

Forwarded all the necessary emails from my email [email address hidden by Casino Guru].

I think that ID identification, selfie and address documents were approved.

Communication stopped after bank statement document and extra clarification document about the withdrawal from another casino (vegasino wanted to know the origin source of one bigger deposit to my bank account)

Thank you very much, temeee, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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 temeee,

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 Vegasino Casino to join this conversation and assist in addressing the complaint.

Dear Vegasino Casino,

Could you please provide your comments regarding the situation?

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

Dear temeee,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

We would kindly like to inform you that your account has been successfully verified since the 15th of October.

Additionally please note that there are currently no open or pending withdrawal requests on your account.

Please don't hesitate to contact us in case of further questions.

Kind regards,

Vegasino Casino Team

Dear Temeee,

As your account has been successfully verified, would you like to proceed with a withdrawal request? If so, could you please confirm whether you have been able to submit the request?

I look forward to your response.

Couple withdrawals of 500e have been accepted for now so everything seems to be okay.

Dear Temeee,

Could you please inform us of the total amount you have withdrawn so far, as well as the remaining balance yet to be withdrawn?

Thank you for your cooperation. I look forward to your response.

Dear temeee,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Everything seems to be working as it should, 1195e left to withdraw, the rest has arrived as it should. Thanks for the help!

-Teemu

Kaikki näyttää toimivan niinkuin pitääkin, 1195e enää nostossa, loput ovat tulleet niinkuin pitääkin. Kiitän avusta!

-Teemu

Dear temeee,

Thank you for letting us know. Please let us know once you receive the remaining balance.

I look forward to your response.

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

Dear temeee,

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,

Stefan