Vegas Hero Casino - Игрок считает, что вывод его средств задерживается.

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Dear wallambo,

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

Subject: Update – Systematic Cancellation and Contradictory Information

​"I am updating my complaint as of March 17th, 2026. VegasHero (Mondero Enterprises LTD) has just cancelled all 3 of my pending withdrawals totaling €1,300.

​The casino is providing three different and contradictory excuses for this delay:

​Support Agent Ares claimed the withdrawal was in the 'final stage' and being handled with 'priority'.

​Another agent claimed the cancellation was for 'KYC/Security reasons' despite my account being previously verified.

​An automated email from the finance department stated the cancellation was due to a 'technical error of the payment provider'.

​This is a clear stalling tactic to reset the 3-business-day processing window defined in Section 6.15. I have been waiting since March 10th for the original request. I have now resubmitted my requests as instructed, but I demand an immediate manual approval given the casino's admission of 'technical errors'. They continue to block my access to a total balance of €5,005.20."

The casino is now providing three different reasons for the delay: 'Final stage' (Support), 'KYC/Security' (Support), and now 'Technical Error' (Email). They are clearly stalling and providing false information to avoid paying €1,300."

Dear Karla,

I would like to make it clear that I attempted my first withdrawal on 28th February and also on 3rd March but they were cancelled as well without any notification to myself nor a reasonable explanation. Its just to let you know its been well over 14 days as you suggested in your response to my complaint.

Please reconsider your decision to wait another 14 days and let me know should you need further information.

Subject: Evidence of Forced Daily Limits and Stalling Tactics

​"I am providing the latest transaction details as of March 19th, 2026. Following the casino's mass cancellation of my previous withdrawals due to alleged 'technical errors', I have been forced to resubmit my requests in €500 increments due to their daily limits.

​Current pending requests totaling €1,500.00:

​ID: 585ef88a-9b3b-4a9f-b7a0-082cde44344b (March 17)

​ID: 8992e481-b1cd-4083-889b-88a653cedec2 (March 18)

​ID: 87cb8d06-b38b-4716-8b7b-63f8493067f4 (March 19)

​All three are currently 'Under Review'. This process is highly irregular given that my original funds have been withheld since March 3rd. The casino is effectively resetting their 3-day deadline (Section 6.15) for each new request, even though the delay was caused by their own system failure. My remaining 'Real Balance' is still €3,505.20, which I cannot access until these requests are approved."

Update March 20th: The casino has finally moved €1,500.00 (3 requests of €500 each) to 'Completed' status after 17 days of delays and complaints. However, I still have €3,505.20 remaining on my balance. I am keeping this complaint OPEN until all funds are safely received in my bank account and the remaining balance is fully paid out

Dear wallambo,

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.

Dear wallambo, thank you for your response. 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 confirm that you have passed the KYC verification?
• What bonus you used to accumulate your winnings?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Karla