Vegasino Casino - Player has delayed withdrawals from casino.

Hallo ich bitte um Hilfe bei Vegasino. In meinem account befinden sich 3993€ + 3x 500€ Auszahlung die seit 03.11. ausstehend sind. Vegasino hat keine Dokumente von mir angefordert und im Account steht keine verifizierung notwendig. Außerdem sind meine Auszahlungen gesperrt und es passiert absolut gar nichts.

Ich habe mit Welcome Bonus gespielt und bitte um Hilfe meine Auszahlungen zu erhalten. Screenshots habe ich beigefügt.

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Dear Honeywife, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Vegasino Casino. 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 advise which games you focused on - slots, live casino, sports betting, etc.?  
• How long have you been a player at this casino, please?

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, 

Katarina

Hi Katarina, ich spiele seit 1. November im Vegasino. Ich habe nur Spielautomaten gespielt und noch keine Auszahlungen erhalten.

Dear Honeywife,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina, ich habe leider keine screenshots gemacht vom live chat verlauf.

Es hat sich bisher aber leider immer noch nichts geändert. Meine auszahlungen sind weiterhin ausstehend ohne updates seitens des Casinos.

Dear Honeywife,

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, Samuel ([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,

Katarina

Dear Honeywife,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Vegasino Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Vegasino Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Honeywife,

Thank you for your patience.

We would like to inform you that account verification is required on your profile, and the necessary documents have already been requested internally by the relevant department. Please upload the requested documents in your account as soon as possible so that we can proceed with the verification and continue processing your withdrawals.

Kind regards,

Vegasino Casino Team

Dear Vegasino Casino,

thank you for your response.

At this stage, I kindly ask for clarification regarding the verification status. The player has consistently stated that no verification was required on the account and that no document upload requests have been visible or communicated prior to this point, despite the withdrawals being pending since November 3rd.

To proceed with the case, please clarify the following:

1. When exactly were the verification documents requested and through which channel (account interface, email, or internal notification)?
2. Which specific documents are required for verification in this case?
3. Whether the player’s withdrawals were blocked solely due to pending verification, and if so, from which date this requirement applies.

Clear answers to these points are necessary to determine whether the verification request was communicated in a timely and transparent manner.

Dear Honeywife, thank you for your patience. Once the casino provides clarification, I will review the information and advise on the next steps.

Dear Samuel,

Thank you for your message and for the opportunity to clarify the situation.

Please note that all withdrawal requests are subject to internal checks and verification procedures, which are standard practice and apply to every payout. As outlined in Section 5 of the Terms and Conditions, identity, payment method, and security checks may be carried out both before and after deposits and/or withdrawal requests, and their duration is not fixed, as it depends on the circumstances and complexity of each case.

While these checks are usually completed within a shorter timeframe, in some cases additional reviews are required before a formal document request is triggered. Once it was determined that documentation was required to proceed, the player was notified via the account interface, and an email notification was sent on December 12 informing them of the verification request.

For clarity, the documents requested in this case are the following:

-Government-issued ID (both sides)

-A selfie

-Proof of ownership of the crypto wallet showing the player’s name

-A selfie holding the ID, with the website visible in the background

-Proof of deposit

The withdrawals are currently pending due to the ongoing verification process. Once the requested documents are uploaded and the verification is completed, the case will be processed with priority by the relevant department.

We understand the player’s concerns and would like to reassure all parties that the verification process is being handled in accordance with the applicable Terms and Conditions, and transparently communicated once the document request was initiated.

Kind regards,

Vegasino Casino Team

Hallo Samuel, zur Klarstellung:

Vegasino hat die Dokumente erst am 12. Dezember angefordert. Und ich vermute nur weil ich diese Beschwerde eröffnet habe. Also ich wurde erstmal 5 Wochen warten gelassen.

Ich habe alle Dokumente hochgeladen und bitte um schnelle Prüfung und anschließender Auszahlung meines Guthabens.

Dear Honeywife,

thank you for your message and for clarifying the timeline. I acknowledge that the documents have now been uploaded. I will follow up with the casino regarding the next steps and keep you informed of any progress.

Dear Vegasino Casino,

thank you for your detailed response.

Since the player has now confirmed that all requested documents have been uploaded, I kindly ask if you could check internally with the relevant department and inform us whether the verification is progressing as expected, or if any further action is required from the player at this stage.

An approximate update on the next steps or expected processing timeframe would be appreciated.

Dear Honeywife,

Thank you for your patience.

We would like to inform you that your ID has been successfully reviewed and accepted by our KYC team.

At this stage, we are still awaiting the following documents in order to complete the verification process:

• Crypto wallet proof of ownership, clearly showing the wallet holder’s full name
• Proof of deposit related to the transactions made.

Once these documents are uploaded and verified, we will be able to proceed further with your account review.

If you have any questions or need assistance with uploading the documents, please do not hesitate to let us know.

Kind regards,

Vegasino Team

Hallo ich hatte bereits des Einzahlungsnachweis hochgeladen vor einigen Tagen. Es wäre nett wenn Sie dies bitte genauer prüfen können.

Ebenfalls hatte ich den Nachweis des Besitzes meines Crypto Wallets hochgeladen. Mein Wallet Anbieter Trust Wallet erfordert keine Angabe Persönlicher Daten daher ist ein Nachweis der meinen echten Namen enthält unmöglich.

Dear Honeywife and Vegasino Casino,

Thank you both for the updates.

Honeywife, thank you for clarifying the situation regarding the submitted documents. I understand your concern, especially in relation to the crypto wallet ownership proof and the limitations imposed by your wallet provider.

Vegasino Casino, thank you for confirming that the player’s ID has been approved. Regarding the remaining requirements, I would kindly ask you to recheck internally whether the proof of deposit already uploaded by the player is sufficient, as the player states it was submitted a few days ago.

Additionally, concerning the crypto wallet proof of ownership, please note that many non-custodial wallets (such as Trust Wallet) do not display the holder’s real name. In such cases, casinos usually accept alternative forms of verification (e.g. screenshots from the wallet interface, transaction history linked to the player’s account, or a signed message, if applicable).

Could you please confirm:

• Whether the already uploaded proof of deposit can be accepted, and
• What alternative form of crypto wallet ownership verification would be acceptable in this specific case, given the limitations described?

Once this is clarified, the player will be able to proceed accordingly, and we can move the verification toward completion.

Dear all,

Thank you for the patience .

We kindly inform you that the relevant department is reviewing the documents and will inform you once there is an update.

Kind regards,

Vegasino Casino.

Es ist doch wieder 1 Woche vergangen. Wieso wurde es immer noch nicht geprüft?

Dear Honeywife and Vegasino Casino,

thank you for the updates.

Honeywife, I understand your frustration with the waiting time. To make sure nothing is missing from your side, could you please confirm whether you have submitted any additional documents since your last message, or if there is any new information you have received from the casino directly?

Vegasino Casino, thank you for confirming that the documents are under review. To help move this complaint forward, I kindly ask you to provide a status update on the review and, if possible, an estimated timeframe for when a decision can be expected. Please also let us know whether any further documents or clarifications are required from the player.

I will await updates from both sides so we can determine the next steps and progress toward resolving this case.

Thank you both for your cooperation.

Ich habe gerade gesehen dass immernoch ein Nachweis von meiner Krypto Wallet mit meinem Namen gefordert wird. Können Sie bitte dem Casino mitteilen dass Krypto Wallets keine echte Namen enthalten. Ich habe es bereits mehrfach erklärt aber wie Sie sehen werden meine Auszahlungen nur weiter verzögert. 2 Monate warte ich bereits und es werden keine Fortschritte erzielt.

Gerade wurden alle meine Auszahlungen storniert. Ich habe schon mehrfach alle Dokumente gesendet. Ich möchte endlich meine Auszahlungen erhalten.

Dear Honeywife,

Thank you for your feedback. We fully understand that wallets like Trust Wallet do not display personal names.

We would like to clarify the requirements to avoid any further confusion.

As your account verification is still pending, please ensure that the following mandatory documents are uploaded to your player profile:

*Proof of Deposit: Screenshots of the specific transaction from your wallet, clearly showing the transaction ID (hashes), amount, and date.

*Verification Photo: A selfie of you holding your ID document, with our website clearly visible in the background on a screen.

Please upload these documents directly to your player profile under the verification section. Once they are uploaded, our team will prioritize the finalization of your account. Thank you for your cooperation.

Best regards,

Vegasino Casino Team

Dear Honeywife and Vegasino Casino,

Thank you for the latest update.

To ensure we avoid any further misunderstandings or repeated requests, I would like to clarify the current status of the verification.

Honeywife has already:

• uploaded proof of deposit showing the transaction details from her crypto wallet,
• submitted the required verification selfie with ID,
• and explained the technical limitation of Trust Wallet, which does not display the holder’s real name.

Vegasino Casino, to move this case forward, I kindly ask you to confirm specifically:

• whether the proof of deposit already uploaded by the player meets your requirements (transaction hash, amount, date), or
• if not, what exact element is missing or insufficient.

Re-requesting the same documents without clear feedback makes it difficult for the player to comply and prolongs the process unnecessarily.

Once this clarification is provided, the player will be able to respond accordingly, and we can proceed toward finalizing the verification and addressing the cancelled withdrawals.

Thank you both for your cooperation.

Dear Samuel,

Thank you for your message. We would like to clarify why the previous documents were not accepted and exactly what we need from the player to finalize the verification:

*Verification Photo: The selfie previously uploaded was just a standard photo of the player. Our security protocol requires a selfie where the player holds their ID document, with our website clearly visible on a screen in the background. This ensures the photo is current and specifically for this verification. The previous photo lacked these details.

*Proof of Deposit: While the player provided some details, we specifically need screenshots from their crypto wallet (not PDF exports). These screenshots must clearly display:

• The Transaction ID (hashes)
• The Amount
• The Date Comparing the raw wallet interface (screenshots) with the blockchain data is a standard procedure for crypto transactions to ensure authenticity.

We understand the limitations of Trust Wallet regarding real names; however, providing the clear transaction hashes via screenshots will allow us to link the deposit to the player's account.

Once these two specific items are uploaded in the correct format, we will be able to proceed immediately.

Best regards,

Vegasino Casino Team

Dear Vegasino Casino Team,

thank you for the clarification and for explaining the situation in more detail. I appreciate your cooperation in helping move this case forward.

Dear Honeywife,

thank you for your message. Based on the casino’s latest response, I recommend following their instructions and submitting the requested documents in the specified format, so the verification can be completed.

Please let me know once the documents have been uploaded, and I will follow up with the casino accordingly.

Thank you both for your cooperation.

Dear Honeywife,

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.

Hello Honeywife,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel 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 Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru