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I have a problem with my account. €500 has disappeared after I cancelled a withdrawal of €400 and then tried to make a new withdrawal of €500.

When I attempted to submit the €500 withdrawal, an unexpected error message appeared on the screen. After that, the €500 I wanted to withdraw simply disappeared. The funds are not shown in the pending/current withdrawals section, and I cannot find any trace of them.

It appears that the money has been lost, and I would appreciate a prompt investigation and resolution of this issue.

Thank you in advance for your quick response and assistance.

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Dear MEDENI1997,

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 situation.

• Have you made any successful withdrawals before?
• Could you please confirm that your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• Have you contacted customer support? Please forward all relevant correspondence between you and the casino. You may post screenshots here.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Firstly, I have already made successful deposits and withdrawals in the past and am also a VIP customer.

Secondly, my account is fully verified. Therefore, that cannot be the problem, as I wouldn't have been able to make withdrawals earlier either.

Thirdly, I had no active bonuses with which I could have achieved the profit in question.

Fourthly, I have already contacted customer service and am currently in daily contact with them. However, I am still not receiving any concrete answers. I have the impression that they are stalling and do not intend to refund the missing money.

Almost ten days have passed, even though the matter could be easily verified. The failed withdrawal attempt should be clearly documented in the internal system logs. While this information is not visible to me, it must be present in the provider's internal logs. I will substantiate this with the evidence I am sending you. All relevant documents are attached.

First, you see the €500 withdrawal I originally requested. I later canceled this withdrawal, then requested another €400 withdrawal, and continued playing with the remaining €100. The screenshot shows the withdrawal requested at 2:20 AM. Please note that the system only displays the time of the withdrawal request, not the time of the cancellation.

The other screenshots show that I left 100 euros in my player account and requested a withdrawal of 400 euros.

After about three to four minutes of playing, I had increased my balance to approximately €225. I then cancelled the €400 withdrawal in order to request a new withdrawal of €500 and continue playing with the remaining balance of about €125.

That's exactly what I tried. However, during the process, the money suddenly disappeared completely.

This can also be verified by looking at my gaming history. Between 3:53:41 PM and 4:00:47 PM, there was no gaming activity or other transactions on my account. Looking at the two transactions in question, it's clear that €100 is missing. Adding this to the previously canceled withdrawal of €400, the total amount missing is exactly €500.

Erstens habe ich bereits in der Vergangenheit sowohl erfolgreiche Einzahlungen als auch Auszahlungen durchgeführt und bin zudem VIP-Kunde.

Zweitens ist mein Konto vollständig verifiziert. Daran kann das Problem also nicht liegen, da ich ansonsten auch früher keine Auszahlungen hätte vornehmen können.

Drittens hatte ich keine aktiven Boni, mit denen ich den betreffenden Gewinn erzielt hätte.

Viertens habe ich den Kundenservice bereits kontaktiert und stehe auch derzeit täglich mit ihm in Kontakt. Dennoch erhalte ich weiterhin keine konkreten Antworten. Ich habe den Eindruck, dass man mich hinhält und nicht beabsichtigt, mir das verschwundene Geld zurückzuerstatten.

Inzwischen sind bereits fast zehn Tage vergangen, obwohl sich die Angelegenheit eigentlich sehr einfach überprüfen ließe. In den internen Systemprotokollen müsste der fehlgeschlagene Auszahlungsversuch eindeutig nachvollziehbar sein. Diese Informationen sind für mich zwar nicht sichtbar, müssen aber in den internen Logs des Anbieters vorhanden sein. Dies werde ich auch mit den Nachweisen belegen, die ich Ihnen hiermit übersende.Im Anhang übersende ich Ihnen alle relevanten Unterlagen.

Zunächst sehen Sie die von mir ursprünglich beantragte Auszahlung über 500 Euro. Diese Auszahlung habe ich später storniert, anschließend 400 Euro erneut zur Auszahlung angewiesen und mit den verbleibenden 100 Euro weitergespielt. Auf dem Screenshot ist die Auszahlung zu sehen, die um 02:20 Uhr beantragt wurde. Dabei ist zu beachten, dass im System lediglich der Zeitpunkt des Auszahlungsantrags angezeigt wird und nicht der Zeitpunkt der Stornierung.

Auf den weiteren Screenshots können Sie erkennen, dass ich 100 Euro auf meinem Spielerkonto belassen und 400 Euro erneut zur Auszahlung beantragt habe.

Nach etwa drei bis vier Minuten Spielzeit hatte ich mein Guthaben auf ungefähr 225 Euro erhöht. Daraufhin stornierte ich die Auszahlung über 400 Euro, um stattdessen eine neue Auszahlung über 500 Euro zu beantragen und mit dem verbleibenden Guthaben von etwa 125 Euro weiterzuspielen.

Genau dies habe ich versucht. Während des Vorgangs verschwand das Geld jedoch plötzlich vollständig.

Dies lässt sich auch anhand meines Spielverlaufs nachvollziehen. Zwischen 15:53:41 Uhr und 16:00:47 Uhr gab es auf meinem Konto weder Spielaktivitäten noch andere Transaktionen. Betrachtet man die beiden betreffenden Transaktionen, ist klar erkennbar, dass 100 Euro fehlen. Rechnet man dazu die zuvor stornierte Auszahlung von 400 Euro hinzu, ergibt sich exakt der Betrag von 500 Euro, der verschwunden ist.

The latest message from Vegasino. They continue to delay the matter without specifying a clear timeframe or concrete deadline.

Die letzte Nachricht von Vegasino. Sie verzögern die Angelegenheit weiterhin, ohne einen klaren Zeitrahmen oder eine konkrete Frist zu nennen.

Dear MEDENI1997,

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, Martina, ([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,

Jean

Dear MEDENI1997,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Vegasino Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear all,

Unfortunately, we couldn't locate an account using the email address provided. Could you please provide the correct email address associated with the player's casino account so we can investigate this further?

Thank you!

Dear Vegasino Casino Team,

Could you please let us know once you have been able to locate the player's account?

Thank you very much in advance.

I have update from the chat support aswell

Dear Player,

Thank you for your clarification.

Regarding your recent withdrawal attempts, we would like to clarify the exact timeline of events based on your account data:

June 24, 2026, at 12:20 AM: A withdrawal request of 400 EUR was submitted (prior to a 500 EUR request). This was subsequently canceled on your end at 1:48 PM.

June 24, 2026, at 1:48 PM: Following that cancellation, a new withdrawal request of 400 EUR was submitted. This was also subsequently canceled on your end a few minutes later at 1:53 PM.

We hope this clarifies the matter.

If you have any further questions, please feel free to reach out.

Kind regards,

Vegasino Team

Thats cant be true i think you are using some imaginary data.500€ withdrawn at 2:20 and then later canceled with 100 left and 400 again withdrawed..after i climbed from this 100€ to 225€ i made another withdrawal with this 400+100 from the 225..and it all dissapeared,your chat support knows all about it and they sad that the withdrawal was a tehnical error and yet you dont want to admit

Dear Vegasino Casino Team,

thank you for the update!

I want to kindly ask you if you could provide me some log with deposits and withdrawals of the player to my email address? ([email protected])

Dear CasinoGuru representative,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Vegasino Team

Dear Vegasino Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear All,

We apologize for the delay in our response.

As previously communicated to Martina via email, we are currently experiencing a technical issue that is preventing us from forwarding the required documentation.

We are working to resolve this matter as a priority and will provide you with an update as soon as possible.

Thank you for your continued patience and cooperation.

Kind Regards,

Vegasino Casino Team

I think your email best demonstrates – both to me and Martina – how unprofessional your organization is and how little trust can actually be placed in you.

Ich denke, dass Ihre E-Mail am besten zeigt – sowohl mir als auch Martina –, wie unprofessionell Ihre Organisation ist und wie wenig Vertrauen man Ihnen tatsächlich entgegenbringen kann.

Dear Vegasino Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear CasinoGuru representative,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Vegasino Team

Dear Vegasino Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear All,

Please accept our apologies for the ongoing inconvenience. The technical issue remains unresolved, and our team is actively working toward a fix.

Thank you for your continued patience. We will share a further update as soon as new information becomes available.

Best regards,

Vegasino Team

Dear CasinoGuru representative,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Vegasino Team

Dear Vegasino Casino Team,

I have not received anything.

Can I kindly ask you to send it again to ([email protected]).

Thank you very much in advance

Dear CasinoGuru representative,

We would like to ask you to check resent response provided by mail.

Thank you in advance.

Kind regards,

Vegasino Team

Hello MEDENI1997,

We would like to update you that due to Martina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Martina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Martina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Vegasino Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

We would like to ask you to check resent response provided by mail.

Thank you in advance.

Kind regards,

Vegasino Team

Dear MEDENI1997,

The casino has provided us with evidence showing that two withdrawals of €500 each were marked as successfully processed, while the remaining withdrawal requests were cancelled.

I just want to make sure I understand the situation correctly. Are you saying that you received only one of these two €500 withdrawals, while the second €500 payment never reached your bank account?

If so, could you please provide us and the casino with a bank statement covering the period from 18 June 2026 until today, showing that only one €500 payment was received and the second one is still missing?

Thank you very much in advance for your cooperation.

These two withdrawals were successful, and that's correct. However, the problem arose with the third withdrawal of €500. After canceling the €400 withdrawal, I requested a withdrawal of €500. This withdrawal was unsuccessful, and an error message appeared. After that, the money was no longer available.

Diese beiden Auszahlungen waren erfolgreich und das ist auch korrekt. Das Problem trat jedoch bei der dritten Auszahlung in Höhe von 500 Euro auf. Nachdem ich die Auszahlung von 400 Euro storniert hatte, stellte ich einen Antrag auf eine Auszahlung von 500 Euro. Diese Auszahlung war nicht erfolgreich, und es wurde ein Fehler angezeigt. Danach war das Geld nicht mehr vorhanden.

Dear MEDENI1997,

Thank you for clarifying the situation. Could you please let me know on what date this happened?

Dear Vegasino Casino Team,

Could you please send the player’s complete game log, together with the withdrawal ledger, to my email address at [email protected]? I would like to compare the records and better understand what happened.

Please rest assured that the information will be treated as strictly confidential and used solely for our internal review of the complaint.

Thank you very much in advance for your cooperation.

As I mentioned above, and as can also be seen in the image, I requested a new withdrawal of €500 within 30 seconds of the cancellation of the €400 withdrawal. However, this new withdrawal was not recorded in the system.

As you can see in the image, I had a credit balance of €625 immediately after the cancellation. I then requested a payout of €500, after which the money disappeared from my balance.

That same day, I only played with the remaining balance of €125 in my account. The €500, however, simply disappeared and were neither paid out to me nor credited back to my account.

Wie ich oben bereits erwähnt habe und auch auf dem Bild zu sehen ist, habe ich innerhalb von 30 Sekunden nach der Stornierung der Auszahlung von 400 Euro eine neue Auszahlung in Höhe von 500 Euro beantragt. Diese Auszahlung wurde jedoch im System nicht erfasst.

Wie auf dem Bild zu sehen ist, hatte ich unmittelbar nach der Stornierung ein Guthaben von 625 Euro. Anschließend habe ich die Auszahlung von 500 Euro veranlasst, woraufhin das Geld aus meinem Guthaben verschwunden ist.

Am selben Tag habe ich danach ausschließlich mit dem verbleibenden Guthaben von 125 Euro auf meinem Konto gespielt. Die 500 Euro sind jedoch einfach verschwunden und wurden mir weder ausgezahlt noch meinem Konto wieder gutgeschrieben.

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.