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I opened a vegasino account and redeemed the welcome bonus of €50. I played and finished the rollover, then I won about €1500 at the casino, I requested a withdrawal on 11/05/2025, at 18:37, for an amount of €500... according to the terms and conditions the maximum time for processing a withdrawal is 72 hours... I have been waiting for 16 days and my withdrawal is still being processed, I cannot close the account otherwise they say they will confiscate my funds and customer service keeps saying they have sent reminders to the financial department. It's a joke. Please help

Ho aperto un account vegasino e riscattato il bonus benvenuto di 50€. Ho giocato e finito il rollover, in seguito ho vinto al casinò circa 1500€, ho richiesto un prelievo l'11/05/2025, alle ore 18.37, per un importo di 500€...da termini e condizioni il tempo massimo per l 'elaborazione di un prelievo è di 72h....sono 16 giorni che aspetto e il mio prelievo è ancora in elaborazione, non posso chiudere l'account altrimenti dicono che mi confiscano i fondi e il servizio clienti dice continuamente di aver inviato solleciti al dipartimento finanziario. È una presa in giro. Please help

Dear player,

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 whole situation completely.

• Could you please confirm that you have passed the KYC verification?
• When was the last time you were in contact with support via email or live chat?
• Could you please share with me your recent communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I have never been asked for any documents and as you can see from the screen the account does not require any verification, it would be really ridiculous if after 20 days of waiting and after having contacted the chat about 15 times from the withdrawal request they asked for the kyc. I contact the chat every day.

As per the manual, in addition to the apologies and pointing out that the finance department has been working hard on my case for 20 days, it was as if they were bringing me the money by hand on camels.



Non mi è mai stato chiesto alcun documento e come vede dallo screen l'account non necessita di alcuna verifica, sarebbe davvero ridicolo se dopo 20 giorni di attesa e dopo aver contattato la chat una 15ina di volte dalla richiesta di prelievo richiedessero il kyc. Contatto la chat ogni giorno.

Come da manuale, oltre alle scuse e al farmi notare che il dipartimento finanziario sta lavorando duramente al mio caso da 20 giorni, nemmeno me li stessero portando a mano con i cammelli i soldi.

Thanks for the explanation.

Has the casino processed the payout, and did it reach your bank account since your last post?

Please let me know.

Dear carlodimaurizio13,

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,
Tomas
Casino.Guru