Vegasino Casino - У игрока возникли задержки с выводом средств из казино.

Hello, I need help with Vegasino. My account has €3993 plus three €500 withdrawals pending since November 3rd. Vegasino hasn't requested any documents from me, and my account states that no verification is necessary. Furthermore, my withdrawals are blocked, and absolutely nothing is happening.

I played using the Welcome Bonus and would like help to receive my withdrawals. Screenshots are attached.

Hallo ich bitte um Hilfe bei Vegasino. In meinem account befinden sich 3993€ + 3x 500€ Auszahlung die seit 03.11. ausstehend sind. Vegasino hat keine Dokumente von mir angefordert und im Account steht keine verifizierung notwendig. Außerdem sind meine Auszahlungen gesperrt und es passiert absolut gar nichts.

Ich habe mit Welcome Bonus gespielt und bitte um Hilfe meine Auszahlungen zu erhalten. Screenshots habe ich beigefügt.

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Dear Honeywife, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Vegasino Casino. 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 advise which games you focused on - slots, live casino, sports betting, etc.?  
• How long have you been a player at this casino, please?

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. 

Best regards, 

Katarina

Hi Katarina, I've been playing at Vegasino since November 1st. I've only played slot machines and haven't received any payouts yet.

Hi Katarina, ich spiele seit 1. November im Vegasino. Ich habe nur Spielautomaten gespielt und noch keine Auszahlungen erhalten.

Dear Honeywife,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina, unfortunately I didn't take any screenshots of the live chat history.

Unfortunately, nothing has changed so far. My withdrawals are still pending without any updates from the casino.

Hi Katarina, ich habe leider keine screenshots gemacht vom live chat verlauf.

Es hat sich bisher aber leider immer noch nichts geändert. Meine auszahlungen sind weiterhin ausstehend ohne updates seitens des Casinos.

Dear Honeywife,

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, Samuel ([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,

Katarina

Dear Honeywife,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Vegasino Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Vegasino Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Honeywife,

Thank you for your patience.

We would like to inform you that account verification is required on your profile, and the necessary documents have already been requested internally by the relevant department. Please upload the requested documents in your account as soon as possible so that we can proceed with the verification and continue processing your withdrawals.

Kind regards,

Vegasino Casino Team

Dear Vegasino Casino,

thank you for your response.

At this stage, I kindly ask for clarification regarding the verification status. The player has consistently stated that no verification was required on the account and that no document upload requests have been visible or communicated prior to this point, despite the withdrawals being pending since November 3rd.

To proceed with the case, please clarify the following:

1. When exactly were the verification documents requested and through which channel (account interface, email, or internal notification)?
2. Which specific documents are required for verification in this case?
3. Whether the player’s withdrawals were blocked solely due to pending verification, and if so, from which date this requirement applies.

Clear answers to these points are necessary to determine whether the verification request was communicated in a timely and transparent manner.

Dear Honeywife, thank you for your patience. Once the casino provides clarification, I will review the information and advise on the next steps.

Dear Samuel,

Thank you for your message and for the opportunity to clarify the situation.

Please note that all withdrawal requests are subject to internal checks and verification procedures, which are standard practice and apply to every payout. As outlined in Section 5 of the Terms and Conditions, identity, payment method, and security checks may be carried out both before and after deposits and/or withdrawal requests, and their duration is not fixed, as it depends on the circumstances and complexity of each case.

While these checks are usually completed within a shorter timeframe, in some cases additional reviews are required before a formal document request is triggered. Once it was determined that documentation was required to proceed, the player was notified via the account interface, and an email notification was sent on December 12 informing them of the verification request.

For clarity, the documents requested in this case are the following:

-Government-issued ID (both sides)

-A selfie

-Proof of ownership of the crypto wallet showing the player’s name

-A selfie holding the ID, with the website visible in the background

-Proof of deposit

The withdrawals are currently pending due to the ongoing verification process. Once the requested documents are uploaded and the verification is completed, the case will be processed with priority by the relevant department.

We understand the player’s concerns and would like to reassure all parties that the verification process is being handled in accordance with the applicable Terms and Conditions, and transparently communicated once the document request was initiated.

Kind regards,

Vegasino Casino Team

Hi Samuel, just to clarify:

Vegasino only requested the documents on December 12th. And I suspect that's only because I filed this complaint. So I was made to wait for five weeks.

I have uploaded all the documents and request a prompt review and subsequent payment of my balance.

Hallo Samuel, zur Klarstellung:

Vegasino hat die Dokumente erst am 12. Dezember angefordert. Und ich vermute nur weil ich diese Beschwerde eröffnet habe. Also ich wurde erstmal 5 Wochen warten gelassen.

Ich habe alle Dokumente hochgeladen und bitte um schnelle Prüfung und anschließender Auszahlung meines Guthabens.

Dear Honeywife,

thank you for your message and for clarifying the timeline. I acknowledge that the documents have now been uploaded. I will follow up with the casino regarding the next steps and keep you informed of any progress.

Dear Vegasino Casino,

thank you for your detailed response.

Since the player has now confirmed that all requested documents have been uploaded, I kindly ask if you could check internally with the relevant department and inform us whether the verification is progressing as expected, or if any further action is required from the player at this stage.

An approximate update on the next steps or expected processing timeframe would be appreciated.