Vegas Hero Casino - Учетная запись игрока закрыта, вывод средств задерживается.

Hello this is the second time I send you a complaint about this casino.

First time you said that you cannot help because I played live sports.

I would to mention that this casino didnt tell me why my account is closed. Also asked for me to send them my bank details to complete the withdrawal. I did but nothing happened. Moreover they don't even reply to my emails.

Isn't that a scam behaviour?

In my opinion this is unacceptable regardless if I played sports or casino.

Thank you for your time.

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Dear Nikosav,

Thank you very much for submitting your complaint.

I’m sorry to hear about your experience and the lack of communication from the casino regarding your account closure and withdrawal.

To better understand your situation and determine how we can assist you, I would like to ask you a few additional questions:

• When was your account closed, and were you given any reason at all (even a general one)?
• When was the last time you contacted the casino, and have you received any response since then?
• Could you clarify whether your balance consists of real money, bonus winnings, or a combination of both?

Please note that while complaints related to sports betting are outside our standard scope, the situation you describe regarding account closure, lack of communication, and unpaid balance is something we would like to review more closely.

If you have any relevant communication with the casino, please feel free to upload it here or forward it to [email protected] so we can examine it in detail.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

My account was closed around January 25th. I was given no explanation for the closure of my account. They last emailed me on February 17th asking me to send them my ID and a selfie. While I sent them, they never responded to me again.

I haven't received any bonuses.

They are holding my money without any explanation and without any response. This is a scam!

Ο λογαριασμός μου έκλεισε περίπου στις 25 Ιανουαρίου. Δεν μου δόθηκε καμία εξήγηση για το κλείσιμο του λογαριασμού μου. Τελευταία φορά μου έστειλαν email στις 17 Φεβρουαρίου στο οποίο μου ζητούσαν να του στείλω την ταυτότητα μου και μια selfie. Ενώ εγώ τα έστειλα, δεν μου απάντησαν ποτέ ξανά.

Δεν έχω πάρει κανένα μπόνους.

Μου κρατάνε τα χρήματα μου χωρίς καμία εξήγηση και χωρίς καμία απάντηση. Αυτό είναι απάτη!

Hi Nikosav,

Thank you for your reply and for providing additional details.

Before we proceed further, I would like to ask one more important question that could help us better understand your case:

• Have you ever made any successful withdrawals from this casino in the past?

Additionally, if you have any further communication with the casino (especially regarding the verification process or your submitted documents), please feel free to share it with us.

Thank you.

Yes, I have made two withdrawals in the past.

For my part, I have sent what they asked for, I have nothing to hide.

But they never answered me.

Their behavior is unacceptable.

They keep my money and don't give it to me, they don't even talk to me!

Ναι έχω κάνει δύο αναλήψεις στο παρελθόν.

Εγώ από τη μεριά μου έχω στείλει ότι ζήτησαν, δεν έχω να κρύψω τίποτα.

Αυτοί όμως δεν μου απάντησαν ποτέ.

Η συμπεριφορά τους είναι απαράδεκτη.

Κρατάνε τα χρήματα μου και δε μου τα δίνουν, ούτε καν μου μιλανε!

Dear Nikosav,

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, Romi ([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.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Vegas Hero Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Vegas Hero Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the request with the highest priority.

Best regards,

Vegashero Team