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Delayed withdrawal of 4,356 RON and unclear verification process – LasVegas Romania

I am submitting this complaint regarding LasVegas Romania because my withdrawal has been delayed for an unreasonable period of time.

On 30.05.2026, I requested a withdrawal of 4,356 RON, which has still not been processed.

I fully cooperated with the verification process and submitted all requested documents. My documents were approved.

After that, I was asked to participate in a phone call, but no explanation was provided regarding the reason for this request or any specific issue with my account.

Despite my cooperation, I have not received a clear explanation or a specific timeframe for processing my withdrawal.

I have screenshots of my withdrawal status, chat conversations, emails, and all submitted documents.

I kindly ask Casino Guru to assist me in resolving this matter and helping me receive payment of my 4,356 RON withdrawal.

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Dear LoTo9IoN4,

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

Dear Karla,

Thank you for your response. I would like to clarify that my situation is not just a standard processing delay, but rather a continuous cycle of unexplained rejections by the casino.

Here are the exact facts of my case:

Initial Withdrawal Request: I have been trying to withdraw my funds since 30/05/2026 at 10:12:12.

The Rejection Cycle: The date I provided in my initial complaint was just the latest attempt. The casino repeatedly rejects my withdrawal requests after keeping them pending for a few days.

Lack of Explanation & Support: The casino does not reply to my emails. When I contact them via live chat, the agents provide no real explanation; they simply tell me that "everything is fine now" and instruct me to initiate a new withdrawal request. Once I do, they reject it again a few days later.

Verification Status: I have already provided a vast amount of documents to satisfy their requests, yet the loop continues.

I have screenshots of my transaction history showing these multiple rejections, as well as copies of the chat logs. Please let me know how and where I can upload or send these screenshots to you to prove this loop.

Thank you for your help, and I look forward to your guidance on how to proceed.

Dear LoTo9IoN4,

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 Karla,

Thank you for your message.

Unfortunately, I have not received my withdrawal, and I have not received any update, email, or message from the casino regarding my case. The situation remains unchanged, and I am still waiting for both my funds and a proper response from the operator.

Thank you for your assistance, and I would appreciate it if you could continue investigating this matter.

Kind regards.

Hello LoTo9IoN4,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear LoTo9IoN4, 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?
• Did you accumulate your winnings with or without an active bonus?
• 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 karla.m@casino.guru, 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

Dear LoTo9IoN4,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru