Vegas Hero Casino - Отказ игрока от участия в турнире отложен.

They're not paying my withdrawals, and before they paid me without any problem, up to 15 withdrawals between €200 and €1000.

No me pagan los retiros y antes me lo pagaban sin problema asta 15 retiros entre 200€ y 1000€

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're experiencing. Please allow me to ask you a few questions to better understand your situation.

• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without using a bonus?
• Have you completed the full KYC verification at the casino, or at least submitted any identity documents for verification?
• Has the casino provided any explanation for the delay in processing your withdrawal?

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

Best regards

Veronika

Hello

Hola

Good afternoon, the prize was from a slot machine, there were no bonuses or anything.

On April 2nd I earned €30240, I made two withdrawals, one of €280 and another of €500, the third was €700 on April 6th.

They just keep giving me the runaround in the chat; I think I'm being scammed. Please, I need your help to recover my winnings.

I made several previous withdrawals and had no problems, about 15 withdrawals of up to €1000 each, but after winning the big prize, nothing at all. Thanks and regards.

Buenas tardes el premio fue en una slots fue sin bonos ni nada

El día 2 de abril gané 30240€ hice dos retiros uno de 280€ y otro de 500€ el tercero fue de 700€ el día 6 de abril.

Solo me dan largas en el chat creo que me están estafando por favor necesito que me ayudéis a recuperar mis ganancias 

Hice varios retiros anteriores y no tuve problemas sobre 15 retiros de asta 1000€ pero a raíz del premio grande nada de nada un saludo y muchas gracias 

I have screenshots, balance, video of the winning play, in short, everything.

Please, I need your help; this can't stay like this.

Thank you in advance

Tengo cacturas de pantalla, saldo,video de la jugada ganadora en fin de todo .

Por favor necesito que me ayudéis esto no sé puede quedar así.

Gracias de antemano

I cancelled the withdrawals and made another one for €600 to see what happens

I did well

I've also gambled around a thousand euros to see if they can see I'm still waiting. Greetings.

E anulado los retiros y e vuelto a hacer uno de 600€ a ver qué pasa

E echo bien

También e jugado unos mil euros a ver si ven que sigo esperando un saludo

When are you going to answer?

Cuando vais a contestar

Thank you for your responses, and I sincerely apologize for the delay in replying. We are currently managing over 1,400 active complaints. While we strive to respond as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Please forward me all communication between you and the casino’s customer support regarding the delay in processing your payments to [email protected].

Also, could you please specify which slot game and game provider you used to accumulate your winnings?

I already sent him everything I have: screenshots, balance, etc.

Ya le envié todo lo que tengo capturas saldo etc

Dear Beticomay

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, Lucia ([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,

Veronika

Hello Beticomay,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Vegas Hero Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia