The player from Italy had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The issue was resolved after the player confirmed that their account was in order and provided the necessary documentation. The Complaints Team intervened, and the player’s withdrawal of €1,500 was processed successfully, leading to the complaint being marked as resolved.
Vegasino Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Vegasino Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
Hello, I'm contacting you because I'm having a problem with vegasino.com. I've been playing on this site for a year and have made some withdrawals, all of which have been credited. This time, however, I'm a little worried because I have three withdrawals in the last 10 days, all of €500 in the process. The first was made on November 10, 2025, the second on November 11, and the third on November 12. I contact them every day, and they tell me the same thing every day: not to worry, I'll be paid as soon as possible, but to date, nothing has been credited. Can you please help me? Thanks in advance.
Automatic translation:
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2 months ago
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.
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2 months ago
Dear Fast2pablo,
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
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2 months ago
Translation
Yes, I believe my account is in order, also because I play at several sites and have never had any problems. At Dolly Casino, I even sent my card balance and proof of residence. Everything is in order. At Vegas, my account doesn't require verification, so I thought there was no problem, but more importantly, they themselves confirmed that my account is in order. That said, it seems absurd to me that it's taking so long, especially since I've been depositing and withdrawing easily for a long time and have never had any problems. In 5 days, the money was credited to my account. This time, I won €3,000 and withdrew €1,500, with another €1,500 frozen in my account. I won't play again until they've credited it all.
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2 months ago
Translation
Hi Attila, I wanted to inform you that I sent an email to [email protected] With my documents (even though they haven't asked for them yet because they're no longer responding to emails): ID card front and back, Postepay card front and back with the center and back numbers blacked out, average card balance, Certificate of residence, I also attached the ISEE certificate from INPS. I didn't attach any utility bills because they're not in my name but in my partner's.
Let's see what they do now. Thanks.
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2 months ago
Translation
Hi Attila, I wanted to let you know that the funds have now arrived in my account after I sent the documents without them asking. Now I'm just missing the other balances in my gaming account. Thank you, I think the problem is solved for now. I'll contact you again if I have any problems with the other withdrawals. Good luck and have a nice day.
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Fast2pablo,
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,
Attila
