Vegasino Casino - Los retiros de los jugadores se cancelan y el acceso a la cuenta se bloquea.

Good afternoon

This casino cancels withdrawals on the scheduled payment date with the indication: (If you canceled the withdrawal yourself, no further action is required.

If you did not cancel the withdrawal request, the failure may be due to a technical error on the part of the payment service provider.

When making a new withdrawal request, to avoid future inconvenience, follow the instructions below:

- Always use the same payment method used to deposit when withdrawing;

- Make sure there are no pending checks on your gaming account;

- For the best experience on our platform, we recommend using the Google Chrome browser;

Tip: You can use bank transfer for withdrawals.

- Make sure you enter your card details and personal IBAN accurately, with no extra spaces between the digits

If you have any further questions, please don't hesitate to contact us via live chat.

Sincerely,

Finance Department).

However, the data is correct and meets all the requirements mentioned above.

At the moment it is not possible to log in to the website (information attached) which makes it impossible to contact the chat or request any withdrawals.

Boa tarde

Este casino cancela os levantamentos na data prevista para os pagamentos com a indicação: (Se você mesmo cancelou o levantamento, nenhuma acção adicional será necessária.

Se não cancelou o pedido de levantamento, a falha pode ser devido a um erro técnico do fornecedor de serviços de pagamento.

Ao efectuar um novo pedido de levantamento, para evitar transtornos futuros, siga as instruções abaixo:

- Use sempre o mesmo método de pagamento usado para depositar ao levantar;

- Certifique-se de que não hajam verificações pendentes na sua conta de jogo;

- Para uma melhor experiência na nossa plataforma, recomendamos a utilização do navegador Google Chrome;

Dica: pode usar transferência bancária para levantamentos.

- Certifique-se de inserir os dados do seu cartão e IBAN pessoal com precisão, sem espaços extra entre os dígitos

Se tiver mais alguma dúvida, não hesite em nos contactar através do chat ao vivo.

Atenciosamente,

Departamento de Finanças).

No entanto os dados estão corretos e preenche todos os requisitos assima mencionados .

Neste momento não é possível entrar no site (em anexo a informação) o que impossibilita qualquer contacto com o chat ou solicitar qualquer levantamento .

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.

Have you made any successful withdrawals from this casino before?

Could you please specify if you passed the full KYC verification?

Did you accumulate your winnings with or without a bonus?

Which payment method did you select for your withdrawal request? Have you used the same payment method for depositing money into this casino?

Could you kindly specify why you are currently unable to log into your account?

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

Good morning, in Portugal we have an application that is MBway, we use it to pay but it is not possible to receive money, this casino has the option "pay with MBway", to receive the amounts we just have to give the data of the card associated with MBway, and these data were filled in correctly, I am sure because they had already made a cancellation and I contacted support and they said it was a technical failure and at that time they paid. This time they canceled and won't allow me to access the site, I contacted support and they tried to say that I was typing the link to the site wrong, which is not true (I access the link without typing and I've tried on other devices), my access to the site was blocked. The site doesn't require verification, and I haven't used any bonuses. When we submit the withdrawal request, we see "accompanied by the withdrawal", and in my case it said that the requirements were ok. As of today, I still haven't managed to make a withdrawal, and I'm still trying to make a withdrawal in 3 weeks. See attachment

Bom dia, em Portugal temos uma aplicação que é o MBway, utilizamos para pagar mas não dá para receber dinheiro, este casino tem a opção "pagar com MBway", para receber os valores apenas temos de dar os dados do cartão associado ao MBway, e esses dados foram preenchidos corretamente, tenho a certeza porque eles já tinham feito um cancelamento e eu entrei em contacto com o suporte e eles disseram que foi uma falha técnica e nessa altura pagaram. Desta vêz cancelaram e não permitem que eu aceda ao site , entrei em contato com o suporte e tentaram dizer que eu estava a digitar o link do site de forma errada o que não corresponde á verdade (acedo ao link sem digitar e já tentei em outros dispositivos) , foi bloqueado o meu acesso ao site. O site não requer verificação, e não utilizei bónus. Quando submetemos o pedido de levantamento aparece o "acompanhado do levantamento" , e no meu caso dizia que os requisitos estavam ok. Ao dia de hoje ainda não consegui fazer o levantamento, em 3 semanas ainda estou a tentar fazer o levantamento. Verificar anexo

• Please forward me all the communication between you and the casino regarding the technical issues with your payment to veronika.f@casino.guru.
• When was the last time you communicated with the casino about the problems you’ve been experiencing?
• Have you tried accessing the website via Google to see if there is another working mirror available?
• Have you also tried clearing your cookies and cache, deleting your browser history, or opening the website through a different device or browser?

Dear Enganada,

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.

Good afternoon, they've canceled the withdrawal again. This casino has no intention of stopping, I warn you. A week later and after several emails I sent, they canceled again. I ask the Guru site to classify vegasino as "unsafe" since there are several complaints and evidence that they really have problems paying out.

Boa tarde, novamente cancelaram o levantamento. Este casino não tem intenção de parar, Alerto. Uma semana depois é depois de vários emails que enviei , cancelaram novamente. Peço ao site Guru que classifiquem o vegasino como "não seguro" um ma vez que existem várias reclamações e provas de que realmente eles teem problemas em pagar.

Thank you very much, Enganada, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear Enganada,

My name is Martina, and I will be assisting you in resolving your complaint from this point forward. I’m truly sorry for the situation you’ve experienced, and I’ll do my best to help bring this matter to a satisfactory resolution as soon as possible.

At this stage, I would like to invite a representative from Vegasino Casino to join the conversation and assist in clarifying the issue.

Dear Casino Representative,

Could you please provide more information regarding this case and explain the reasons why the player’s withdrawal requests have been repeatedly canceled?

Thank you very much in advance for your cooperation and assistance.

Dear All,

Thank you for your question.

We have carefully reviewed the player’s case and can confirm that some of the earlier withdrawal requests were unsuccessful due to issues on the payment provider’s side. Unfortunately, such external processing errors are beyond the control of the casino, and we sincerely regret any inconvenience this may have caused.

We are pleased to confirm that the most recent withdrawal was successfully completed on October 4, and there are currently no pending withdrawal requests in the player’s account.

As a recommendation, we kindly suggest that the player continues using the same payment method that was used for the successful payout, as this may help ensure smoother future transactions.

Best regards,

Vegasino Casino Team

Thank you Vegasino Casino for the cooperation and update.

Dear Enganada,

can you please give us an update? Have you received your withdrawals?

Dear Enganada,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru