Vegasino Casino - El retiro del jugador se retrasa.

Hello, I've been waiting for five days for a withdrawal that hasn't moved from 'under review' status. I'm getting worried because I invested my money thinking this casino was good, but now I regret it. A reputable casino nowadays shouldn't take so long to pay. I need an urgent response, please!

Boas estou a 5 dias com uma retirada que não passa, do estado sob revisão, estou a ficar preocupado porque investi o meu dinheiro porque realmente pensei que este casino era bom, mas estou arrependido, um casino homem em dia não pode demorar tanto tempo para pagar, preciso de um resposta urgente por favor!

Dear marianasalo1012,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I understand, but the complaints about this casino range are all identical, i.e. the house tries to accumulate the maximum number of days to pay... my money is at stake and I need it, it's normal to be worried thanks

eu compreendo, mas sobre esta gama de casino as reclamações são todas idênticas, ou seja a casa tenta acumular o máximo de dias para pagar… está o meu dinheiro em causa e dinheiro que me faz falta, normal ficar preocupado obrigado

I'm here again, I've had my request under review since the 4th of this month, in the chat they always say something different, I need your help to get my winnings out, I don't know how this casino has such a high rate here

Venho aí mais uma vez, já desde o dia 4 deste mês tenho o meu pedido sob revisão, no chat dizem sempre uma coisa diferente eu preciso da vossa ajuda para tirar os meus ganhos, não sei como este casino tem um índice tão alto aqui

I completely understand your wish to enjoy your winnings as soon as possible.

Could you please share screenshots of your withdrawal requests?

Could you also share with me your communication with the casino regarding your delayed withdrawal?

Send the communication to my email in the form of emails or chat transcripts at tomas@casino.guru. Alternative post screenshots here.

Well, here you go, in chat and customer support, they're always saying something new. I want to make a formal complaint

Boas aqui tem, no chat e no apoio ao cliente, dizem sempre uma coisa nova. Quero fazer uma queixa formal



Thank you very much, marianasalo1012, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear marianasalo1012,

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

Dear Vegasino Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka