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

 I'm waiting for my withdraw since 2025-07-08 22:03:47. My account was verified. Every time the answer is "please contact the finance department", but the finance department does not respond to my emails.

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?

Did you accumulate your winnings with or without a bonus?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

When was the last time you communicated with the casino regarding the delay in processing your payment?

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

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.

I've never been able to withdraw from this casino before, and this is the first withdrawal I've tried to make.

The winnings were from a clean deposit; I only played slots.

I last contacted them on July 30th. Before that, on July 21st and July 26th. During a LiveChat conversation, they always said I should contact the finance department.

Please forward me all the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru. Alternatively, you may post screenshots here. Thank you for your cooperation.

I sent it to your mail 🙂 Thanks!

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Barbora (barbora.p@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 player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Vegaz Casino representative to join this conversation.

Dear Vegaz Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear player and Guru mods,

After carefully reviewing this case, we would like to explain why the winnings in question were confiscated.

The player engaged in a practice commonly known as bonus hunting. This involves triggering features while playing with a deposit bonus (which is subject to maximum cashout and wagering restrictions), exiting the game without completing those features, and then returning to play them out later, once playing with a new deposit that does not carry any bonus restrictions.

By doing this, the player attempted to circumvent the bonus terms and conditions. The features were triggered during gameplay with bonus funds, meaning any outcome from them is directly tied to the bonus. Playing them out later on a 'clean' deposit in order to bypass max cashout limits is a clear case of manipulating game mechanics to gain an unfair advantage.

Our Terms and Conditions explicitly prohibit any form of bonus abuse, including:

18. We do not allow any fraudulent gameplay strategies which would enable you an unfair advantage over the bonus system on our Casino, such as unfinishing in-game bonus features/free spins while having bonus balance with the sole purpose of finishing them at some later point of gaming with your next deposit or real balance (known also as Bonus Hunt Strategy). In case of mentioned fraudulent activity, we reserve the right to void all winnings and confiscate the entire player's balance. Mentioned strategy can only be used without any bonus funds in question.

We would like to stress that our decision was not arbitrary. The confiscation was based on clear and identifiable manipulation of bonus mechanics, which compromises the integrity of fair play for all customers.

Thank you for your understanding.

Kind regards,

Vegaz Casino

Dear casino representative,

thank you very much for your response.

We acknowledge the importance of adhering to the rules, however we would like to ask you to provide us with more insight on the exact wrongdoing the player is accused of. This is a standard practice for us and we require such evidence from all casinos. In case more detailed information is confidential, please attach it to email addressed to barbora.p@casino.guru.

I can assure you that contents of your message will remain confidential to me and will only be used for the purposes of dealing with this complaint.

Thank you in advance.

Dear Barbora,

I provided explanation and evidence to your email.

If anything else is needed please let me know.

Kind Regards,

Vegaz Casino

It's interesting that this has only just been "discovered." For weeks, I was told everything was fine, just that the payment would be delayed. Suddenly, after 2.5 months, it turns out I'm "bonus hunting." 🙂

Dear Player,

The casino explained that your winnings were confiscated because, according to their game logs, you triggered bonus features while a bonus was active and then later returned to finish these features without an active bonus. This practice is generally referred to as delaying rounds and is not permitted under their terms.

To proceed fairly, could you please clarify:

Did you knowingly leave bonus features unfinished while playing with a bonus?

Did you later return to these features intentionally once there was no active bonus?

Your input here is important for us to assess the case further.

Kind regards,

Barbora

If I'm not mistaken, I didn't even play with bonus funds. It's hard to comment on something that happened three months ago. I asked many times if everything was okay and the casino said it was. Suddenly now it claims that I was doing bonus hunt. Please analyze the slots I played, there is no option to do a bonus hunt there (at least I think so). Can I see the evidence you are allegedly talking about?

Dear Player,

We have been informed by the casino that your withdrawal has now been processed. Could you please confirm whether you have already received the funds?

Your confirmation will help us finalize this case properly.

Kind regards,

Barbora

Yes I've received my cash so I was right after all 🙂 Thanks for help!

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

Dear AL1993,

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,

Barbora