Vegasino Casino - El retiro del jugador se retrasa y se cancela.

Hello good, I played at Vegasino and withdrew 500 euros on March 29th, after 3 days I started to claim and the answers were to be patient for the money to arrive, a week went by and I wrote again, they told me not to worry that the money would arrive, I asked them if I had to verify something etc, etc, but they told me that my account did not need to be verified, then when a little more than 2 weeks had passed I wrote saying that if they were laughing at me or playing with my money, that I was going to contact people who understood more than me and we would see what would happen ... that same day they canceled the withdrawal, they said that the provider had canceled the payment which is not true: first because the payment was never approved it was always under review and second because I called my bank and they told me that there was no transfer received from anyone for 500 euros, to all this they never answer the support email or support and the online chat they tell you day after day the same thing, and it is that I already I need the 500 euros and I'm tired of writing to you practically every day, please help me. By the way, yesterday I made the withdrawal again to see if they would do it for me, but as of today it's still under review.

Hola buenas, jugué en vegasino y retiré 500 euros el día 29 de marzo, pasados los 3 días empecé a reclamar y las respuestas eran que fuera paciente que el dinero llegara, pasó una semana y volví a escribir, me dijeron que no me preocupara que el dinero llegaría, les pregunté que si tenía que verificar algo etc, etc, pero me dijeron que mi cuenta no hacía falta que fuera verificada, entonces ya cuando habían pasado un poco más de 2 semanas escribí diciendo que si se reían de mí o que si estaban jugando con mi dinero, que iba a contactar con personas que entendieran más que yo y veríamos lo que pasaría… ese mismo día me cancelaron la retirada, dijeron que el proveedor había cancelado el pago cosa que no es cierta: primero porque el pago nunca se llegó a aprobar siempre estaba bajo revisión y segundo porque llamé a mi banco y me dijo que no había ninguna transferencia recibida por parte de nadie con razón de 500 euros, a todo esto al mail de soporte o support nunca contestan y el chat online te dicen día tras día lo mismo, y es que yo ya necesito los 500 euros y estoy cansado de escribirles prácticamente todos los días, por favor ayúdenme, a por cierto, ayer volví a realizar el retiro otra vez a ver si me lo hacían pero a día de hoy sigue bajo revisión

Dear borjatorralbo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegasino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Do I understand correctly that your payout was 'pending' for 14 days and was canceled afterward?
• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

No, they have not given me any alternative withdrawal method, I do not have any email because they have not responded to any that I have sent to them, it is my first withdrawal, the conversations have always been through live chat and they have always told me the same thing to be patient, that the money will arrive, that they have escalated me to priority but nothing to do with it, and not even in the withdrawal status it got to say approved, so if it did not say approved how could they make the transfers? It always said under review, I have not accumulated any bonuses or anything, my earnings were from my income, apart from that I continued making deposits and there was no problem, but to withdraw they do let me, after they canceled the withdrawal yesterday Monday I did it again this time by bank transfer and to this day it is still under review

No no me han dado ninguna forma alternativa de retiro, no tengo ningún mail porque no me han respondido a niguno que les he enviado, es mi primer retiro, las conversaciones han sido siempre por el chat en vivo y siempre me han dicho lo mismo que tenga paciencia, que llegará el dinero, que me han escalado para prioridad pero nada que ver, y ni si quiera en el estado del retiro llego a poner aprobado, con lo cual si no ponía aprobado como pudieron hacer las transferencia? Siempre puso bajo revision, no he acumulado ningún bono ni nada mi ganancia fue de un ingreso mío, aparte yo seguí haciendo ingresos y no hubo problema, pero para retirar si me los ponen, después de que me anularon el retiro ayer lunes volví a realizarlo esta vez por transferencia bancaria y a día de hoy sigue bajo revisión

I just got paid today, thank you very much for the effort, now I will close my account with them

Me acaban de pagar hoy,, muchas gracias por el esfuerzo, ahora cerraré mi cuenta con ellos

Dear borjatorralbo,

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,

Tomas

Casino.Guru