Vinyl Casino - La retirada del jugador se retrasa.

Hello, I was playing at Vinyl Casino using bonus money and I had successfully met the bonus wagering requirements. However, my withdrawal has been pending for 2 months now. I have already sent them my ID and bank card. When I contacted customer service, they told me they would forward the matter to technical support. Yet alas, after 2 months I have yet to receive a response.

Hallo, als ich im Vinyl Casino mit bonus Geld gespielt habe, hatte ich mein bonusumsatz erfolgreich umgesetzt. Doch mein Geld wird schon seit 2 Monaten nicht ausgezahlt. Ich habe bereits mein Personalausweis gesendet sowie meine bankkarte. Im Kundendienst meinten die zu mir das die das an den technischen Support weiterleiten und naja ebenfalls 2 monate keine Antwort erhalten.

Dear glockenhammer, 

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?

Could you kindly specify what kind of bonus you took and what types of games you played? Please send me the link or the screenshot of the 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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello, I haven't made any withdrawals yet. I passed the KYC verification and my ID card was accepted.

Hallo, ich noch keine Abhebungen gemacht. Die KYC Verifizierung habe ich bestanden, der Personalausweis wurde angenommen.

Before proceeding with your complaint, please forward me any communication between you and the casino that could be relevant. My email address is veronika.l@casino.guru.

Dear glockenhammer,

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.

We’ve reopened this complaint at the request of glockenhammer. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following message:

Hallo, ich habe eine email an sie geschickt

Thank you for your email. From the screenshots you provided us with, it seems that your verification has not yet been finished. Have you uploaded all the requested documents?