Vegasino Casino - Povlačenje igrača je odloženo.

Ladies and gentlemen!

Since November 17, 2025, I have been having problems with my payout of 600 euros.

I have fully verified my account. Then the casino demanded information about certain transactions on my deposit method from other casinos, and so on. I had to provide proof of these transactions to the casino, even though this procedure is incomprehensible to me due to data protection laws and banking secrecy, and I don't find it acceptable. I've never encountered such a procedure at any other casino. Dear Casino Guru Team, I request your assistance in this matter so that I can receive my long overdue winnings of €600.

Sehr geehrte Dammen und Herren!

Seit dem 17.11.2025 habe ich Probleme mit meiner Auszahlung von Euro 600.

Ich habe mein Konto vollständig verifiziert. Dann wurde vom Casino Verlangt, was Gewisse Transaktionen auf meiner EInzahlungsmethode von anderen Casinos Bedeuten und so weiter, diese musste ich dem Casino Belegen obwohl aus Datenschutzrechtlichen Gründen und dem Bankgeheimnis dieses Verfahren für mich nicht Nachvollziehbar ist,und ich das nicht in Ordnung finde. Hatte so ein Verfahren bei noch keinem anderen Casino. Liebes Casino Guru Team, ich bitte Sie,das mir in dieser Angelegenheit Weiterhelfen um meinen längst fälligen Gewinn von Euro 600 zu erhalten.

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 across,

Thank you very much for submitting your complaint.

The requirement to request a bank statement might be part of the Anti-Money Laundering compliance of the casino. Once it's requested from the player we might not compel the casino to skip this step. Therefore we would recommend you provide the documents and let us know about the result. If this step is not successful, we'll intervene.

Checking bank statements for the last three months is important for an online casino to verify a player's income as part of Anti-Money Laundering (AML) compliance for several reasons:

1. Source of Funds Verification: Reviewing bank statements helps ensure that the money used for gambling is derived from legitimate sources. This is crucial to prevent money laundering, where illicit funds might be funneled through the casino to appear legitimate.
2. Financial Stability Assessment: By examining recent bank statements, the casino can assess a player’s financial stability. This helps to identify any unusual or suspicious transactions that could indicate money laundering activities.
3. Customer Profiling: Understanding a player’s financial situation allows the casino to build a more accurate profile. This helps in detecting inconsistencies or red flags that might warrant further investigation.
4. Regulatory Compliance: Online casinos are often required by law to conduct due diligence and monitor transactions to comply with AML regulations. Checking recent bank statements is a standard part of this due diligence process.
5. Risk Management: Ensuring that players are using funds that they can afford to lose helps protect both the casino and the players from financial harm, thereby reducing the overall risk of financial crime within the casino.
6. Transaction Patterns: Regular monitoring of bank statements can help identify patterns of deposits and withdrawals, making it easier to spot unusual behavior that could be indicative of money laundering.

In summary, reviewing the last three months of bank statements is a critical step in an online casino's efforts to ensure compliance with AML regulations, protect against financial crime, and maintain the integrity of their operations.

Please let me know of any further developments.

Best regards,

Attila

Hello Attila, I submitted the requested bank statement to the casino and answered their questions regarding the statement. Despite this, the withdrawal was canceled and further withdrawals are blocked, even though my casino website states that I am fully verified (see photos).

Hallo Attila, Es wurde der angeforderte Kontoauszug dem Casino übermittelt, die Rückfragen des Casinos zum Kontoauszug beantwortet. Trotzdem wurde die Auszahlung storniert und Abhebungen sind gesperrt obwohl ich laut Casino HP vollständig verifiziert bin.( siehe Fotos)

Dear across,

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, Martina (martina.b@casino.guru). 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,

Attila

Dear across,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Vegasino Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawals have not been yet processed?

Thank you in advance for providing the information.

Dear All,

We are really sorry for this delay.

We are writing to let you know that we need to verify your account before we can process your withdrawal.

Our verification department has been notified, and they are currently reviewing your details.

We will keep you updated on the status of your verification and the subsequent processing of your withdrawal request.

Thank you for your patience and understanding.

Best regards,

Vegasino Casino Team

Hello! Why is my account showing as fully verified? I've been waiting for my winnings for over two months! No other casino takes this process this long, usually no more than 24 hours. I consider this stalling tactic towards players to be unethical. So please get on with it and pay me out! Sincerely. (See casino reviews here; you can read about similar problems experienced by other players.)

Guten Tag! Warum wird mein Konto Vollständig Verifiziert Angezeigt? Warte seit über 2 Monaten auf meinen Gewinn! Bei keinem anderen Casino dauert dieser Prozess so lange, höchstens 24 Stunden. Hinhaltetaktik dem Spieler gegenüber betrachte ich als nicht Seriös. Also bitte gebt Gas und Zahlt mich aus! Mit freundlichen Grüßen. ( Siehe Bewertungen des Casinos hier kann man diese Probleme Nachlesen bei anderen Spielern)

Dear across,

I empathize with your feelings and understand how upsetting this situation may be.

Dear Vegasino Casino,

Could you please clarify how it is possible for a player’s account to appear as fully verified when it in fact is not?

We would greatly appreciate it if you could prioritize this case and keep us informed of any progress at your earliest convenience. Thank you in advance for your attention to this matter and your assistance.

Dear Across,

Thank you for your patience during our initial account verification process.

While your account appears to be verified, we are reaching out to inform you that additional verification is required to fully align with our internal account safety policies. These measures are in place to ensure the highest level of security for your data and to maintain a fair environment for all players.

Following up on our previous correspondence, we have consulted with the relevant department regarding the recent activity on your account.

To complete our review and ensure the continued security of your transactions, we require further documentation regarding the funding of your AT1912****0701 bank account.

Specifically, please provide one of the following:

A copy of the transaction history from the original payment method used to top up the aforementioned bank account for the period of October 15th to November 15th or if you are unable to provide the transaction history, please provide a formal explanation detailing how the funds were transferred into this bank account during that period.

Thank you for your cooperation and for helping us keep your account secure.

Best regards,

Vegasino Casino Team

Thank you Vegasino Casino for the update!

Dear across, can you let me know once you send the required documents?

Thank you very much in advance

Dear Casino Guru Team, the following message has just been sent to Vegasino Casino:

Liebes Casino Guru Team, folgende Mitteilung wurde soeben an das Vegasino Casino übermittelt:

Dear across,

Thank you for your message. However, I am unable to determine from your message whether you had the opportunity to include the transaction history that the casino requested. If you could clarify this for me, I would greatly appreciate it. Thank you in advance for your assistance.

Hello Martina,

The requested transaction history was already submitted to the casino as part of the verification process. I received the following message from the casino indicating that the problem involves three incoming payments to my account:

I have now explained this again through the following message and screenshots:

Hallo Martina,

Der geforderte Transaktionsverlauf wurde dem Casino bereits im Zuge der Verifizierung übermittelt. Folgende Nachricht habe ich vom Casino erhalten aus der hervorgeht dass das Problem 3 Eingänge auf meinem Konto sind:

diese habe ich nun nochmals durch folgende Nachricht und Screenshots erklärt:

Dear Vegasino Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the across´s verification process.

Please let us know at your earliest convenience.

Dear All,

We would like to kindly inform you that we have forwarded all the info and documents provided to the verification department.

They informed us that they have received your documents and they will try to finish verification of your account as soon as possible.

We will keep you updated.

Thank you so much for your patience and your cooperation to the matter.

Best regards,

Vegasino Casino team

Thank you Vegasino Casino for the info, please keep us updated.

Dear Across,

Thank you for submitting your documents.

Unfortunately, the files provided do not meet our verification requirements or format standards.

• Please upload your full transaction history (Inbound and Outbound) for account AT1912**70701 to the dedicated verification section on the website.

Thank you for your patience and cooperation.

Kind Regards,

Vegasino Casino Team

The transaction history has now been uploaded again, for the second time!!!

Previously, the casino said either a formal explanation OR a transaction history, then I was supposed to explain three deposits into my account that they would never know about without the transaction history.

The whole thing is neither logical nor reputable, but simply a delaying tactic by the casino.

Der Transaktionsverlauf wurde nun erneut, zum 2. Mal hochgeladen!!!

Zuvor meinte das Casino noch Formelle Erklärung ODER Transaktionsverlauf, dann sollte ich ihnen Drei Eingänge auf meinem Konto erklären, die sie ohne den Transaktionsverlauf ja nie kennen würden.

Das Ganze ist weder logisch noch seriös, sondern einfach Hinhaltetaktik des Casinos.

Dear Vegasino Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the across´s verification process.

Please let us know at your earliest convenience.

Ladies and Gentlemen!

I have never experienced such stalling tactics from a casino before!

In my opinion, the whole thing is very unprofessional. I've been waiting for my winnings for months now, and the casino's conflicting statements confirm this. Deposits are no problem, but when it comes to a small withdrawal, it's such a hassle! I've completely lost patience with this. Dear Casinoguru team, please read the reviews from other players; they'll show you similar cases! Sincerely.

Sehr Geehrte Damen und Herren!

So eine Hinhaltetaktik von einem Casino habe ich noch nie Erlebt!

Meiner Meinung nach ist das ganze sehr Unseriös, warte jetzt seit Monaten auf meinen Gewinn und die Unterschiedlichen Aussagen des Casinos Bestätigen das ganze. Einzahlungen sind kein Problem aber wenn es um eine kleine Auszahlung geht dann so ein Theater!!! Mein Verständnis dafür ist bei null Angelangt. Liebes Casinoguru Team bitte Lesen sie sich die Bewertungen von anderen Spielern durch, da kommt man auch auf meinen Beschriebenen Fall! Mit freundlichen Grüßen.

Dear Across,

Thank you for submitting your documents.

Please be informed that the deposit made on our platform is not visible in the transaction history you have provided.

We requested all transactions for November, but you provided the history from 14 October to 14 November.

We kindly ask you to re-upload the requested Transaction history in the Verification section.

Thank you for your cooperation.

Kind regards,

Vegasino Casino Account

The requested transaction history for November has been uploaded.

@Martina

Do you find the casino's behavior appropriate? No comment from your side?

Der gewünschte Transaktionsverlauf von November wurde hochgeladen.

@ Martina

Finden sie das Verhalten des Casinos angebracht? Keine Worte dazu von ihrer Seite?

Dear across,

I understand your frustration.

However, I would like to emphasize that we handle every complaint individually and without bias. In each case, we carefully gather and review all available evidence before reaching any conclusion.

While some situations may appear very similar on the surface, I can assure you from my experience that no two cases are truly identical. Each one contains its own specific circumstances and details that must be evaluated separately.

Additionally, I cannot confirm whether the individuals you are referring to have actually submitted a complaint to us. For this reason, we cannot make judgments based solely on reported negative user experiences. Unfortunately, unpleasant experiences can occur, but without a formal complaint and supporting evidence, we are unable to properly investigate the matter.

Thank you for your understanding.

Dear Vegasino Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the across´s verification process.

Please let us know at your earliest convenience.

Dear across,

We understand that this process is taking longer than expected, and we truly appreciate your patience.

Please be assured that we are actively following up with our verification department.

Your request has been forwarded for their review; however, we are currently awaiting their final approval to proceed.

We are monitoring the status of your case closely and will provide you with a status update as soon as we receive word from the internal team.

Thank you for your continued patience and cooperation.

Kind Regards,

Vegasino Casino Team

Dear Vegasino Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear All,

We are pleased to inform you that your player account has been successfully verified.

The player can now proceed with a withdrawal request for their active balance.

Thank you once again for your patience and cooperation.

Kind Regards,

Vegasino Casino Team

Good day,

Thank you for the information, the payout request has been submitted.

Guten Tag,

Danke für die Information, die Auszahlungsanfrage wurde gestellt.

Thank you Vegasino Casino for the update!

Dear across

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear across,

Your new withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,

Vegasino Casino team

The outstanding amount was fully paid today, thanks to the Casino Guru team for their support.

Der ausstehende Betrag wurde heute vollständig angewiesen, danke an das Casino Guru Team für die Unterstützung.

Dear across, I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.