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Good day, unfortunately I have been waiting for almost a week for my payout. Unfortunately nothing has happened so far.

Guten Tag, leider warte ich bis ein fast einer Woche auf meiner Auszahlung Leider tut sich bis jetzt nichts.

Dear JanFrieters,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I have a total of €2,300 outstanding. I hope it will be paid out in full. I hope you can help me, because the payout is still pending.

Ich habe insgesamt 2300 € offen. Ich hoffe die werden komplett ausgezahlt. Ich hoffe Sie können mir helfen, denn bislang steht die Auszahlung immer noch in Bearbeitung.

Unfortunately still nothing

Leider immer noch nichts

Dear JanFrieters,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, unfortunately, nothing has happened yet. The payments have been pending for two weeks now. I hope you can help me get the money. I'm very disappointed with the casino that they haven't paid out anything.

Hallo guten Tag, leider ist bis jetzt immer noch nichts passiert. Die Zahlungen stehen immer noch in Bearbeitung seit ungeschlagene zwei Wochen. Ich hoffe Sie können mir helfen das Geld zu bekommen. Ich bin sehr enttäuscht vom Casino, dass da nichts ausgezahlt wird.

Thank you JanFrieters for all the information provided so far. I will now forward your complaint to my colleague Martina ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear JanFrieters,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Vegasino Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear JanFrieters,

As per checking your account we can see all of your withdrawal request which was cancelled from your side before we could process the request from our side. Apart from cancelled withdrawal request rest most of the withdrawal request was paid from our side.

Currently, there are two withdrawal request pending. From April 19th and April 22nd, 2025.

We can confirm that your withdrawal is in queue for processing by our Finance Department.

We aim to process withdrawal requests within 3 business days, from the next day that the request was made, or from the day of the last processed withdrawal.

Please note that this timeframe excludes weekends and public holidays. The status of your withdrawal will be updated in your balance history once it has been processed.

In addition, bear in mind that in case you decide to revoke an existing pending withdrawal, the withdrawal process will recommence.

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Best regards,

Vegasino team.

Thank you Vegasino Team for clarification!

Dear JanFrieters, this are good news. I totally understand how frustrating it is to keep waiting without any news. But, at this point it should only be a matter of few days before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear JanFrieters,

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.

The first money has been paid out but there is still 500 € missing

Das erste Geld wurde ausgezahlt es fehlen aber immer noch 500 €

Thank you JanFrieters, for the update!

Vegasino Team, could you please take a look on that last withdrawal from 22nd April? Thank you!

Dear JanFrieters,

We would kindly like to apologize for the delay and inconvenience this may have caused.

Furthermore we would like to inform you, that your second withdrawal request has been complete on the 04.May and should arrive to your bank account in the nearest time.

Thank you for your patience and cooperation.

Best regards,

Vegasino team.

Thank you Vegasino Team for the good news!

Dear JanFrieters, at this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Furthermore, four more payouts are being processed. I hope things will go through more quickly.

Des weiteren stehen wieder vier Auszahlungen in Bearbeitung. Ich hoffe das es mal schneller klappt.

Alright!

Keep me update please:-)

Now all payments are there

I would like to commission a self-committee of the casino

Nun sind alle Zahlung da

ich würde gerne einen Selbstausschuss des Casinos beauftragen

Dear JanFrieters,

I am so glad to hear that you have received your money!. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

When it comes to self-exclusion, it would be the best to contact the direct Vegasino Support ( [email protected] ) and within 24 hours, your account should be closed. (According to theirs Terms)

Best regards,

Martina Bennett

Casino.Guru