Vegasino Casino - Las opciones de retiro del jugador están bloqueadas.

Hello dear Casino Guru Team,

On April 6, 2026, I deposited €400 for a casino bonus of 75% up to €355.

Real money and bonuses are kept separate in this casino.

I was then able to make a profit with my real money . After wagering the deposit amount once, I tried to request a withdrawal.

I then discovered that all withdrawal options were blocked. The live chat support was unable to help me.

So on the same day I sent an email to the casino support and asked them to lift the block on withdrawals.

To this day, I have not received a reply to my email from casino support.

I hope you can help me clarify this case.

Best regards,

[Redacted]

Hallo liebes Casino Guru Team,

Am 6.4.2026 habe ich 400€ für einen Casino Bonus 75% bis zu 355€ eingezahlt.

Echtgeld und Bonus sind in dem Casino voneinander getrennt.

Mit meinem Echtgeld konnte ich dann einen Gewinn erzielen. Nachdem ich die Einzahlungssumme 1x umgesetzt hatte, habe ich versucht Geld zur Auszahlung zu beantragen.

Da habe ich festgestellt, das alle Auszahlungsmöglichkeiten gesperrt sind. Im Live-Chat konnte man mir nicht weiterhelfen.

Also habe ich am selben Tag noch eine Email an den Casino Support gesendet und darum gebeten die Sperre für die Auszahlung aufzuheben.

Bis heute habe ich auf meine Email keine Antwort vom Casino Support erhalten.

Ich hoffe sie können mir bei der Klärung dieses Falls weiterhelfen.

liebe Grüße,

[Redacted]

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 Popy71,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?
• Was the bonus still active at the time when you requested the withdrawal?

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,

Attila

Hello Attila,

Here are the answers to your questions:

Have you ever successfully made a withdrawal?

No, it was my first win at the casino.

Could you please confirm that you have passed the KYC verification?

No, KYC verification has not been required so far. And there's nothing about it on the casino's verification page either.

Was the bonus still active at the time of your withdrawal request?

I deactivated the bonus after my real money win. As mentioned in the first message and shown in the screenshot, I cannot submit a withdrawal request because all withdrawals are blocked.

kind regards,

[Redacted]

Hallo Attila,

hier die Antworten auf ihre Fragen:

Haben Sie schon einmal erfolgreich Auszahlungen vorgenommen?

Nein, es war mein erster Gewinn in dem Casino

Könnten Sie bitte bestätigen, dass Sie die KYC-Verifizierung bestanden haben?

Nein, eine KYC Verifizierung wurde bis jetzt nicht verlangt. Und auf der Verifizierungsseite vom Casino steht auch noch nichts.

War der Bonus zum Zeitpunkt Ihrer Auszahlungsanfrage noch aktiv?

Ich habe den Bonus nach meinem Echtgeld-Gewinn deaktiviert. Wie schon in der ersten Nachricht erwähnt und im Screenshot dort zu sehen ist, kann ich keine Auszahlungsanfrage stellen, da alle Auszahlungen gesperrt sind.

lieben Gruß,

[Redacted]

Dear Player, thank you for your response. I have read the casino's terms and conditions and I have found this:

7.13 Customers attempting to withdraw funds before the wagering requirements are met will have their bonus balance and all winnings derived therefrom voided.

Could you please attach a screenshot of your current account balance? Additionally, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you in advance for your reply.

Hello Attila,

Response to your research in the bonus terms and conditions:

In my last message I already wrote that I did not activate the bonus I received, but deactivated (cancelled) it after I won with real money.

The bonus was therefore never active!

Nevertheless, the deposited real money amount must be wagered at least once before a withdrawal can be requested. After wagering the deposited amount once, I accessed the withdrawal page.

It then stated: "Withdrawals blocked"

Here's the screenshot again:

Could you please attach a screenshot of your current account balance?

Here is the requested screenshot:

I will send you the email I wrote to support on April 6, 2026, via email.

kind regards,

[Redacted]

Hallo Attila,

Antwort zu ihrer Recherche in den Bonusbedingungen:

In meiner letzten Nachricht hatte ich ja schon geschrieben, das ich den erhaltenen Bonus nicht aktiviert, sondern deaktiviert (storniert) habe, nachdem ich mit Echtgeld gewonnen hatte.

Der Bonus war also zu keiner Zeit aktiv!

Trotzdem muss man den eingezahlten Echtgeldbetrag mindestens 1x umsetzen, bevor man eine Auszahlung beantragen kann. Nachdem ich den eingezahlten Betrag 1x umgesetzt hatte, habe ich die Auszahlungsseite aufgerufen.

Dort stand dann: "Auszahlungen gesperrt"

Hier nochmal der Screenshot dazu:

Könnten Sie bitte einen Screenshot Ihres aktuellen Kontostands beifügen?

Hier der gewünschte Screenshot:

die Email, die ich am 6.4.2026 an den Support geschrieben hatte, werde ich ihnen per Mail senden.

lieben Gruß,

[Redacted]

Thank you for your response. I would like to clarify that in most casinos, the rules regarding bonuses apply to the entire balance from the moment the bonus is activated until the wagering requirements are fulfilled or the bonus is canceled. Based on your message, it appears that the bonus was deactivated only after your winnings were achieved. This implies that the bonus remained active during your gameplay, which resulted in those winnings.

To assist you further with this complaint, could you please provide a screenshot of your bonus history and the KYC verification tab from your profile? Additionally, have you received any response from the casino's customer support regarding your message?

I look forward to your reply.

Hello Attila,

Here are the answers:

"... this means that the bonus was active during your gameplay and therefore also during your winnings."

No, I wrote that I first played with my real money and was able to win that way. The bonus was never active! In this casino, you have to activate the bonus manually. I didn't do that.

To help you with your complaint, please send us a screenshot of your bonus history.

...and the KYC verification section from your profile.

Have you already received a response from the casino's customer service to your message?

No, I haven't received a reply yet.

kind regards,

[Redacted]

Hallo Attila,

hier die Antworten:

"...dies bedeutet, dass der Bonus während Ihres Spielverlaufs aktiv war und somit auch während Ihrer Gewinne."

Nein, ich habe geschrieben, das ich zuerst mit meinem Echtgeld gespielt und damit den Gewinn erzielen konnte. Der Bonus war zu keiner Zeit aktiv! In diesem Casino muss man den Bonus manuell aktivieren. Das habe ich nicht gemacht.

Um Ihnen bei Ihrer Beschwerde weiterhelfen zu können, senden Sie uns bitte einen Screenshot Ihrer Bonushistorie

...und des KYC-Verifizierungsbereichs aus Ihrem Profil.

Haben Sie außerdem bereits eine Antwort vom Kundenservice des Casinos auf Ihre Nachricht erhalten?

Nein, ich habe noch keine Antwort erhalten.

lieben Gruß,

[Redacted]

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, Stefan (stefan.m@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,

Attila

Dear Popy71,

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 Casino Guru,

We have requested additional information from the relevant department regarding this case and the player's concerns.

We will provide an update as soon as we receive a response.

Kind regards,

Vegasino Team

Dear Vegasino Casino,

Thank you for your response and continued cooperation.

Please keep us updated regarding the matter.

We look forward to your response.

Dear Popy71,

Your withdrawal issue should be resolved. Please try processing it again at your convenience.

Kind regards,

Vegasino Team

Dear Popy71,

Did you manage to request a withdrawal?

I look forward to your response.

Hello Stefan and Vegasino Casino Team,

Yes, I submitted my first withdrawal request today. It worked.

I will keep you updated here as soon as a payout is made.

kind regards,

Michael

Hallo Stefan und Vegasino Casino Team,

ja, ich habe heute einen ersten Auszahlungsantrag gestellt. Es hat funktioniert.

Ich werde Sie hier auf dem laufenden halten, sobald eine Auszahlung getätigt wird.

lieben Gruß,

Michael

Dear Popy71,

Could you please clarify how much have you withdrawn so far and what is the remaining balance to be withdrawn?

I look forward to your response.

Hi Stefan,

On May 20, 2026, a payment of €500 was made.

Three further payments of €500 each have been requested.

There is still €4541 outstanding.

kind regards,

Michael

Hallo Stefan,

am 20.5.2026 wurde 1x500€ ausgezahlt.

3 weitere Auszahlungen a 500€ sind beantragt.

Offen sind noch 4541€

lieben Gruß,

Michael

Dear Popy71,

Thank you for your response. Please let us know once other payments are processed and paid to your bank account.

I look forward to your response.

Hi Stefan,

On May 23, 2026 and May 24, 2026, one payment of €500 was made each time.

Three further payments of €500 each have since been requested.

€3541 is still outstanding.

kind regards,

Michael

Hallo Stefan,

am 23.5.2026 und am 24.5.2026 wurde jeweils 1x500€ ausgezahlt.

3 weitere Auszahlungen a 500€ sind inzwischen wieder beantragt.

Offen sind noch 3541€

lieben Gruß,

Michael

Dear Popy71,

Thank you for your response and the information provided.

Since the casino appears to be paying the funds in accordance with their stated terms and conditions, we would like to kindly ask whether we could proceed with closing the complaint as resolved for the time being.

Please note that if the casino stops processing the payments or any further issues arise, you will always have the option to request a reopening of the complaint, and we will intervene again at our earliest convenience.

We hope we can come to a mutual agreement regarding this solution.

I look forward to your response.

Hi Stefan,

If you don't mind, I would like to ask you not to close the case yet. I will continue to post updates here as soon as I receive any payments.

kind regards,

Michael

Hallo Stefan,

falls es Ihnen nichts ausmacht, würde Sie gerne darum bitten, den Fall noch nicht zu schließen. Ich werde weiterhin hier bescheid geben, sobald Auszahlungen bei mir eingehen.

lieben Gruß,

Michael

Hello Popy71,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Popy71,

Could you please update us on a situation regarding the withdrawals from the casino? How much have you withdrawn so far and what is the remaining balance to be withdrawn?

I look forward to your response.

Hi Stefan,

I'm currently undergoing an audit by my bank. That's why the last payments were declined. I have to wait until the audit is complete before I can request new withdrawals from the casino.

Could you please keep the case open for now? Thank you.

kind regards,

Michael

Hallo Stefan,

ich befinde mich gerade in einer Prüfung von meiner Bank. Das ist der Grund, weshalb die letzten Zahlungen abgelehnt wurden. Ich muss warten, bis die Prüfung abgeschlossen ist, damit ich im Casino neue Auszahlungen beantragen kann.

Können Sie den Fall bitte solange offen halten, danke.

lieben Gruß,

Michael

Dear Popy71,

Thank you for letting us know about the situation with your bank and for keeping us updated.

Please let us know once you are able to request and receive another withdrawal. Any updates regarding the withdrawal process will help us monitor the progress of your case and determine the appropriate next steps.

I look forward to your response.

Dear Popy71,

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.

Hi Stefan,

Thank you very much for the information.

I have just requested a withdrawal of €500 and am now waiting for the payment.

kind regards,

Michael

Hallo Stefan,

vielen Dank für den Hinweis.

Ich habe gerade eine Auszahlung 1x500€ beantragt und warte nun auf die Auszahlung.

lieben Gruß,

Michael

Dear Popy71,

Did you manage to receive the payment from the casino to your bank account?

Additionally, I would like to kindly ask you to try requesting up to three withdrawals simultaneously, as permitted by the casino's terms and conditions, which state:

"6.13 At any time, a customer may have a maximum of 3 (three) pending withdrawals on the account."

Please let me know whether you were able to submit multiple withdrawal requests at the same time and whether the system allowed you to do so.

I look forward to your response.

Hi Stefan,

I have just requested the third payout. Now there are three payouts of €500 each.

You cannot request three withdrawals simultaneously or in quick succession. You may request one withdrawal per day.

I will keep you updated as soon as I receive the first payment.

kind regards,

Michael

Hallo Stefan,

ich habe soeben die Dritte Auszahlung beantragt. Nun sind es 3 Auszahlungen a500€.

Gleichzeitig oder kurz hintereinander darf man nicht 3 Auszahlungen beantragen. Man darf 1x am Tag eine Auszahlung beantragen.

Ich werde sie auf dem laufenden halten, sobald ich die erste Auszahlung erhalten habe.

lieben Gruß,

Michael

Dear Popy71,

Thank you for your response and the information provided.

Could you please let us know once you receive the first payment from the casino? This will help us monitor the progress of the withdrawals and assess whether the casino is adhering to the stated payment schedule.

I look forward to your response.

Hi Stefan,

Of the three requested withdrawals, only one (€500) was paid out on June 25, 2026. I am waiting for further withdrawals.

A total of €3041 is still outstanding.

Kind regards,

Michael

Hallo Stefan,

von den 3 beantragten Auszahlungen wurde erst 1x500€ am 25.6.2026 ausgezahlt. Ich warte auf weitere Auszahlungen.

Insgesamt sind noch 3041€ offen.

Lieben Gruß,

Michael

Dear Vegasino Casino,

Could you please explain why the player's withdrawals have been taking so long to process?

According to your Terms and Conditions, the withdrawal limits are €500 per day and €7,000 per month. Based on these limits, the player's withdrawals should have been processed by now.

We therefore kindly ask you to adhere to your published Terms and Conditions and process the player's withdrawals without further unnecessary delay.

We appreciate your cooperation and look forward to your response.

Hi Stefan,

A payment of €500 was made on July 3, 2026. I will keep you updated as soon as further payments are made. I have requested a total of three payments of €500.

kind regards,

Michael

Hallo Stefan,

am 3.7.2026 wurde 1x500€ ausgezahlt. Ich halte sie auf dem Laufenden, sobald neue Auszahlungen getätigt werden. Insgesamt habe ich 3x500€ zur Auszahlung beantragt.

lieben Gruß,

Michael

Dear Casino Guru,

Withdrawal is being processed, and we are doing our best to speed up the request.

Kind Regards,

Vegasino Team

Dear Vegasino Casino,

Thank you for your response.

We would like to kindly ask you to adhere to the withdrawal limits stated in your Terms and Conditions, which specify a maximum of €500 per day and €7,000 per month.

Please keep us informed of the progress and let us know once the player's next withdrawal has been processed.

I look forward to your response.

Hi Stefan,

On July 5th, July 6th and July 7th, 2026, one payment of €500 was made each day.

There is still €1040 outstanding. Two payments of €500 each have already been requested.

kind regards,

Michael

Hallo Stefan,

am 5.7, am 6.7 und am 7.7.2026 sind jeweils 1x 500€ ausgezahlt worden.

Offen sind noch 1040€. 2x 500€ sind bereits wieder zur Auszahlung beantragt.

lieben Gruß,

Michael

Dear Casino Guru,

We are processing 2 pending withdrawals now, and will reply once completed.

Kind regards,

Vegasino Team

Hi Stefan,

On July 11, 2026, two payments of €500 each were made.

There is still €41 outstanding.

kind regards,

Michael

Hallo Stefan,

am 11.7 2026 sind 2x 500€ ausgezahlt worden.

Offen sind noch 41€

lieben Gruß,

Michael

Dear Popy71,

Thank you for your response.

Please let me know once you have received the remaining payment of €41.

I look forward to your response.

Dear Popy71,

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.

Hi Stefan,

I can confirm, albeit somewhat belatedly, that the remaining amount of €41 was paid out on July 18, 2026.

Thank you so much for the great support!

kind regards,

Michael

Hallo Stefan,

etwas verspätet kann ich bestätigen, das am 18.7 2026 der Restbetrag von 41€ ausgezahlt worden ist.

Vielen Dank für die tolle Unterstützung

lieben Gruß,

Michael

Dear Popy71,

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,

Stefan

Casino.Guru