Vegasino Casino - Η ανάληψη του παίκτη έχει καθυστερήσει.

I made a deposit of €150, which I think gave me a 70% bonus. Now, when it comes to withdrawing my €800, they just keep giving me the runaround. They tell me to relax, that there's a high volume of requests, that the department is working on it, and it's the same story every day. I've made withdrawals with them before, up to €500, and I didn't have any problems. The thing is, I won quite a bit playing with the bonus, and they won't even let me withdraw this money, even though I've already lost a significant amount with them. Thanks.

Hice un depósito de 150€ me daban un 70% creo,y a la hora de sacar los 800 euros solo me dan largas,me dicen que este tranquilo,que hay mucha demanda de solicitudes, que el departamento está en ello,y así todos los días,antes ya hice reintegros con ellos de hasta 500 euros y no tuve ningún problema,es que al jugar el bono gane bastante cantidad y no me dejan ni sacar este dinero,cuando con ellos ya he perdido bastante ,gracias

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Patograna,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• Which payment method have you opted for to withdraw your winnings? Was it the same one you used in the past?
• Can you confirm that your KYC verification was completed?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I requested my last withdrawal on 2-4-2026 and received it on 5-4-2026 for €500 (3 days)

The payment method was the same as the one I used to log in (card).

I'm not sure if KYC verification has been completed. I checked the Vegasino platform and it said that verification wasn't necessary; my username is my email address, and I always log in to the Vegasino website with that address.

El último retiro lo pedí el 2-4-2026 y me llegó el 5-4-2026 de 500€ (3 días)

El método de pago fue el mismo que con el que ingrese (tarjeta)

Verificación kyc no sé si se ha completado,en la plataforma de vegasino me informe y ponía que no hacia falta verificarse mi nombre de usuario es mi correo electrónico,con ese ingreso siempre en la página de vegasino

always the same answers

siempre mismas respuestas

Now it says that withdrawals are blocked by the provider, this is a joke.

ahora me pone que los retiros están bloqueados por el proveedor,esto es un cachondeo

Thank you for your reply, Patograna. Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected], or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

It's still under review; I'll send you the latest emails they sent me.

sigue bajo revisión,ahora te mando los correos últimos que me mandaron

It's almost been a month and the withdrawal hasn't arrived, nor has anyone provided any information. Where can I ask for more help?

Cerca de llegar al mes y no llega el retiro ni nadie informa,donde puedo pedir más ayuda?

It's been more than 25 days and nothing has been resolved, I just keep getting the same answers

Ya son más de 25 días y no se soluciona nada,solo me dan las mismas respuestas

Dear Patograna,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Let's see if it can be sorted out, but I don't know because I have considerably more money in the till than those 800 euros.

A ver si se puede solucionar,pero no sé yo porque en caja tengo bastante más dinero de esos 800 euros

Dear Patograna,

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? Please also include evidence if needed.

Thank you in advance.

It's been one month since the attempted withdrawal...

1 mes hace hoy del intento de retiro...

Today, after a month and a day, they sent me an email to verify KYC, but there's still no deposit.

Hoy después de un mes y 1 día me han mandado un correo para verificar kyc,eso sí todavía no hay ningún ingreso

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.

So if he doesn't respond, you'd leave him...

Entonces si no responde lo dejarías ...

Dear Patograna,

I am trying to get in touch with the casino outside of this thread. I will notify you, if there are any updates.

Okay, thanks.

I've been waiting for my account verification since June 18th and for my money withdrawal since May 17th, and there's no way they're going to give me an explanation.

Vale, gracias

Desde el 18 de junio llevo esperando la verificación de mi cuenta y desde el 17 de mayo el retiro de dinero y no hay manera de que me den explicación

Dear Patograna,

We are trying to get in contact with the casino through a new communication channel. I will notify you, if there are any updates.

Thank you for your patience.

Okay, I'll wait.

Ok, esperaré

I had my first withdrawal today, Sunday. I hope the following ones go smoothly. Thank you for everything.

Hoy domingo me han hecho el primer retiro,espero que los siguientes ya vayan fluidos ,gracias por todo

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

Dear Patograna,

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,

Mirka