Vegasino Casino - La solicitud de retiro del jugador está retrasada.

I've had an overdue withdrawal request for almost a month and I haven't had any kind of update to date.

Support doesn't help, they always say the same thing, that they have delays.

I've deposited at this casino before but this is the first time I've tried to withdraw.

Tenho um pedido de levantamento em atrasado à quase um mês e não tenho qualquer tipo de atualização até à data de hoje.

O suporte não ajuda, diz sempre o mesmo, que estão com atrasos.

Já depositei neste casino mas é a primeira vez que tento levantar.

Hello, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Vegasino Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you accumulated your winnings with a no deposit bonus, please?
• Could you please confirm that you have passed the KYC verification? 
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit? 

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. 

Best regards, 

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello.

I didn't understand the first question.

KYC is requested by the support team only, I can't do it of my own free will.

Yes. the method is the same ( Litecoin )

Olá.

Não entendi a primeira pergunta.

O KYC é pedido pela equipa de suporte apenas, eu não o consigo fazer por minha vontade.

Sim. o método é o mesmo ( Litecoin )

Hello,

thank you for your reply.

My first question was whether you used a bonus at this casino.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

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

Dear jsoeiro9273,

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,

Katarina