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Good afternoon, I am a player at the VEGASINO bookmaker, with my account associated with this email. At the moment I have 3 pending withdrawals and 2 of them are making me super worried because it has already passed the 3 business days that the bookmaker VEGASINO says are the normal waiting time. 1. The pick-up was made on 10/03/2025 at 22:54h (500€) 2. The pick-up was carried out on the 12/03/2025 at 15:18h (320€) 3rd was made on 18/03/2024 (500€) But it is within the scheduled date. The problem is that, whenever I look for explanations about the delay in payment, the answers are not clear! They always answer "we understand your frustration", "We apologize" "keep waiting" and are not able to answer either why the delay or when they will pay and they still say that the Finance Department is the one that has these responsibilities. This bookmaker has already paid me 2x and I am on time, so I don't understand why this delay. I put the balance back there because I had confidence and now I'm losing it Can you please help me get them to pay?

Dear MiguelAmaro,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

I'm José A****, I'm writing in response to my ongoing complaint.

My requests to withdraw funds on the Vegasino platform remain unresolved.

To date, the following withdrawals have not been processed:

- Withdrawal request for €500 made on 10/03/2025 (already exceeded the stipulated payment deadline).

- A €320 withdrawal request made on 12/03/2025 (also overdue).

The third request for €500, whose total value amounts to €1,320, is not yet a cause for concern, as it is still within the 3 working day processing deadline indicated by the website. However, the non-payment of the first two requests raises serious concerns about the gambling house's compliance with the deadlines.

I'd like to remind you that whenever I contact live support, the answer is always the same: everything is fine, there's nothing to worry about and I just need to wait. However, the deadlines indicated by the site itself have already been exceeded in the first two requests, which naturally causes concern.

(I would also like to inform you that I can only make 3 withdrawal requests and I also have 1100€ in available balance)

email associated with the VEGASINO site: mig****** 1@hotmail.com

Eu sou José A****, escrevo em resposta a reclamação que tenho em curso.

os meus pedidos de levantamento de fundos na plataforma Vegasino continua sem resolução.

Até ao momento, os seguintes levantamentos ainda não foram processados:

• Pedido de levantamento de 500€ realizado em 10/03/2025 (já ultrapassou o prazo de pagamento estipulado).

• Pedido de levantamento de 320€ realizado em 12/03/2025 (também ultrapassou o prazo).

O terceiro pedido de 500€, cujo valor total soma 1320€, ainda não é motivo de preocupação, pois ainda está dentro do prazo de processamento de 3 dias úteis indicado pelo site. No entanto, a falta de pagamento dos dois primeiros pedidos levanta sérias preocupações quanto ao cumprimento dos prazos por parte da casa de jogo.

Relembro que, sempre que entro em contacto com o suporte ao vivo, a resposta é sempre a mesma: que está tudo bem, que não há motivo para preocupações ou desconfianças e que apenas preciso de aguardar. No entanto, os prazos indicados pelo próprio site já foram ultrapassados nos dois primeiros pedidos, o que naturalmente causa preocupação.

(informando ainda que só posso realizar 3 pedidos de levantamento e tenho também 1100€ em Saldo disponível)

email associado ao site VEGASINO: mig******1@hotmail.com

Ok, today I received 2 withdrawal requests, it seems that they are competing with the word, I will make new withdrawal requests soon, if there are any new problems I will contact you again.

Ok! Hoje eu recebi 2 pedidos de levantamento parece que estão a competir com a palavra, vou fazer novos pedidos de levantamento em breve se ocorrer novos problemas volto a contactar

There's no point in taking the complaint any further

Não vale a pena levar a queixa em diante

Dear MiguelAmaro,

Thank you for your latest update.

Based on your recent message, I understand that you have received two withdrawal requests successfully processed, and that you no longer wish to pursue the complaint further.

Could you kindly confirm if this means you consider the issue resolved, or if there are still any outstanding concerns regarding your withdrawals or the casino’s compliance with their deadlines?

I look forward to hearing from you and will be happy to assist if necessary.

I still have 1000€ in two pending withdrawal requests, but as they have already paid I will continue to wait, I will say that it will be resolved as soon as they pay everything that is still to be withdrawn ok?

Eu continuo com 1000€ em dois pedidos de levantamento pendentes, porém como já pagaram vou continuar a aguardar, direi que estará resolvido assim que paguem tudo o que ainda está por levantar ok?

Hi MiguelAmaro,

Thank you for the update and for letting us know about the current situation.

I’m glad to hear that some of your withdrawals have already been processed successfully — that’s a positive sign. Of course, we’ll be happy to keep the complaint open until the remaining €1,000 has also been paid out.

Fingers crossed that everything will be fully resolved soon!

let's wait for the rest of the payments! Thank you. We'll talk to you again

soon.

vamos aguardar os restantes pagamentos! Obrigado. Voltaremos a falar em

breve.

Hi MiguelAmaro,

Just checking in to see if there’s been any update regarding the remaining €1,000 withdrawal. Has it already been processed, or are you still waiting for the payment?

Looking forward to your response, and hoping for some good news :)

Dear MiguelAmaro,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru