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Complaint against VegasNow Casino – Delayed payout (€4000) and lack of transparency

I would like to file a complaint regarding an outstanding payment of €4000 at VegasNow Casino.

The payout has been processed for over 7 days. I have fully completed all required verification processes (KYC) and submitted all requested documents. However, the payout has not yet been processed.

Every time I contact customer support, I only receive standardized replies stating that a "security check" is being conducted. When I ask for specific information about the status or details of this check, I am told that no further information can be provided.

I was also informed that my case had been forwarded to management. However, since then:

- no concrete updates

- no timeframe specified

- no discernible progress

This situation is very worrying for me because:

- my money is withheld without a clear explanation

- There is no transparency whatsoever

- the support team provides only repeated standard answers

- I receive no meaningful information about the status

Timeline:

- Payment request submitted on: [insert date]

Verification complete: Yes

- Current status: Pending (for over 7 days)

- Last response: "Security check / no further information available"

I request Casino Guru's assistance in clarifying this case and in working towards the following:

1. A clear explanation for the delay is given.

2. the review is completed promptly

3. My payment of €4000 will be processed immediately.

I can provide all relevant documents and previous communications if required.

Thank you for your support.

Beschwerde gegen VegasNow Casino – Verzögerte Auszahlung (€4000) und fehlende Transparenz

Ich möchte eine Beschwerde bezüglich einer ausstehenden Auszahlung in Höhe von 4000 € beim VegasNow Casino einreichen.

Die Auszahlung ist seit über 7 Tagen in Bearbeitung. Ich habe alle erforderlichen Verifizierungsprozesse (KYC) vollständig abgeschlossen und sämtliche angeforderten Dokumente eingereicht. Dennoch wurde die Auszahlung bislang nicht durchgeführt.

Bei jeder Kontaktaufnahme mit dem Kundensupport erhalte ich lediglich standardisierte Antworten, dass eine „Sicherheitsüberprüfung" durchgeführt wird. Auf konkrete Nachfragen zum Status oder zu Details dieser Überprüfung wird mir mitgeteilt, dass hierzu keine weiteren Informationen gegeben werden können.

Zusätzlich wurde mir mitgeteilt, dass mein Fall an die Geschäftsleitung weitergeleitet wurde. Seitdem gab es jedoch:

- keinerlei konkrete Updates 

- keine Angabe eines Zeitrahmens 

- keinen erkennbaren Fortschritt 

Diese Situation ist für mich sehr besorgniserregend, da:

- mein Geld ohne klare Begründung zurückgehalten wird 

- keinerlei Transparenz besteht 

- der Support ausschließlich wiederholte Standardantworten liefert 

- ich keine aussagekräftige Auskunft zum Status erhalte 

Zeitlicher Ablauf:

- Auszahlungsantrag gestellt am: [Datum einfügen] 

- Verifizierung abgeschlossen: Ja 

- Aktueller Status: Ausstehend (seit über 7 Tagen) 

- Letzte Rückmeldung: „Sicherheitsprüfung / keine weiteren Informationen möglich" 

Ich bitte Casino Guru um Unterstützung bei der Klärung dieses Falls und darum, darauf hinzuwirken, dass:

1. eine klare Begründung für die Verzögerung gegeben wird 

2. die Überprüfung zeitnah abgeschlossen wird 

3. meine Auszahlung in Höhe von 4000 € unverzüglich bearbeitet wird 

Alle relevanten Unterlagen und die bisherige Kommunikation kann ich bei Bedarf zur Verfügung stellen.

Vielen Dank für Ihre Unterstützung.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear CSper,

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear CSper,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla