The player from Italy has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.
Vegas Hero Casino - Player believes that their withdrawal has been delayed.
Opened
Current status
Waiting for a delayed payment
6d 22h 50m 11s
Vegas Hero Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.0
Vegas Hero Casino has a Safety Index of 6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case summary
Discussion
Public
Public
yesterday
Translation
I had already requested a withdrawal about 20 days ago and cancelled it by mistake. Even though the withdrawal page says "cancel" to receive the money immediately, it's clear from this that the casino is dishonest. I've also read your complaints about this casino. It's clear that it's a scam. I have screenshots where I can show you. I sent an email today saying that if you don't pay, I'll report you to the relevant authorities. If this casino doesn't pay, it should be banned from all online sources, and you should report it as the worst possible example of a scam.
Automatic translation:
Public
Public
yesterday
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.
Public
Public
yesterday
Dear moicano13,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
