Vegasino Casino - Los retiros de los jugadores se retrasan y no se resuelven.

I have 2 pending withdrawals, one for 31 euros from December 8, 2024, and another for 40 euros from December 30, 2024, and both are still unprocessed, meaning it's been almost a month since the first withdrawal attempt and nothing regarding my payment. Your terms and conditions specify that payments are to be made within 3 business days.

I have not used any bonuses.

Support only responds with the same messages as always, which seem to be written with ChatGPT, such as: "We wanted to inform you that withdrawals are taking longer than usual. Rest assured that our finance department is actively working to expedite the process and we are doing everything possible to complete your transaction as quickly as possible. We appreciate your understanding and will keep you informed about the progress."

Or they tell me there are issues with my payment provider (I use cryptocurrencies).

Or that they have escalated my case to the relevant department.

I've been dealing with this issue for almost a month and I keep getting the same responses!

Tengo 2 retiros pendientes, uno de 31 euros del 8 de diciembre de 2024 y otro de 40 euros del 30 de diciembre de 2024, y ambos siguen sin procesarse, es decir, casi un mes desde el primer intento de retiro y nada de mi pago. En sus términos y condiciones especifican que son 3 días hábiles para realizar los pagos.

No he usado ningún bono.

El soporte solo me responde con los mismos mensajes de siempre que parecen escritos con ChatGPT, como: "Queríamos informarle que los retiros están demorando más de lo habitual. Tenga la seguridad de que nuestro departamento de finanzas está trabajando activamente para acelerar el proceso y estamos haciendo todo lo posible para completar su transacción lo más rápido posible. Agradecemos su comprensión y lo mantendremos informado sobre el progreso."

O me dicen que hay problemas con mi proveedor de pago (uso criptomonedas).

O que elevaron mi caso al departamento correspondiente.

Llevo con este problema casi un mes y sigo recibiendo las mismas respuestas!

Dear diositolcl, 

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?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Have you made any successful withdrawals before?

These are my first retreats

Could you confirm that you have passed KYC verification?

I have not been asked for any type of verification and it tells me that it is not necessary.

Have you accumulated your winnings with or without an active bonus?

Without an active bonus, I have only used the real balance that I deposited

¿Has realizado algún retiro exitoso anteriormente?

Son mis primeros retiros

¿Podrías confirmar que has pasado la verificación KYC?

No me han pedido ningun tipo de verificacion y me sale que no es necesaria

¿Has acumulado tus ganancias con o sin bono activo?

Sin bono activo solo he usado saldo real que deposite

Thank you for your reply. Please forward me all the communication between you and the casino's customer support regarding the delay in processing your payments. My email address is veronika.f@casino.guru.

Dear diositolcl,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.