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Cancelled withdrawal.

On the 23/12/2025, I played on Vegastars. Upon playing for a while, I managed to raise a balance of around 6000$. I tried to withdraw, (at this point I wasn't aware KYC was required) The KYC was delayed for a while, and I decided to cancel the withdrawal and play further.

On the 31/12/2026, I purchased a 6000$ bonus buy on Wanted, Dead Or A Wild game. This returned me a very healthy win.

On the same date, I attempted to withdraw an amount of $8497. On 01/01/2026, I then made a withdrawal attempt for $39,997. After this point, there was no contact from Vegastars. I emailed and emailed, went onto their live chat, and finally, KYC was requested.

I submitted documentation, passport, proof of address (after around 5-6 back and forth emails, about the required document) and the KYC was fully approved. (As per screenshot attached).

On 06/01/2026, I received an email to confirm that my earlier withdrawal of $8497 was approved, and had been sent (I received this) - I was advised the $39,997 withdrawal would be processed after some more time (due to some bank limits, or something -- it's crypto, not a bank!)

I patiently wait, a few days pass by and then this morning, I receive an email to say the $39,997 withdrawal had been cancelled.

I contacted Vegastars on their live chat, to request why this had happened.. and they replied with their are no notes on the system to indicate why this had been cancelled.

This is quite a huge balance which I need to withdraw. $150,000 +.. the casino have a $50k withdrawal limit per month, which whilst limits players to withdraw freely, I appreciate I agreed to these terms & conditions when I signed up to the site, and therefore I abide by these.

However, what isn't acceptable, is cancelling a players withdrawal, for unjust or no reason whatsoever & cancelling withdrawals, after a player has waited days for updates.

I appreciate that there is normally a 14 day waiting period for withdrawals to be processed, before Casino Guru will intervene, however, this particular withdrawal has been cancelled - i.e it's no longer pending, or processing.

This leaves me in a very sticky situation, is this a legitimate casino?

Their AI responses on the live chat, just don't fill me with hope at all.

I have attempted to liaise with the casino, but (similar to other complaints on here about Vegastars) we are left with "pushed for priority processing", "We aim to get this sorted as soon as possible".

This just isn't acceptable at all - especially when dealing with such a large amount of money.

I would like to ask Casino Guru, to invite Vegastars to enter into dialogue about this issue.

Many thanks for your assistance, I look forward to hearing back.

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Stay safe.

Dear Ritch009,

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

Further information:

Just for reference, I have today submitted another withdrawal request, as attached in the latest screenshot.

Thanks

Dear Ritch009,

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.

Good evening

I have now received some responses from the team this morning.

Not really what I expected

In their terms and conditions, nowhere does it state that it’s 50,000 AUD per month withdrawal limit - it has a dollar sign, but this would lead people to believe it’s USD, not AUD.

I submitted a withdrawal again this morning for the amount they said in the attached email & this was processed and received in around 45 minutes.

I just feel it’s unfair what they are doing & also, I’d like to add that the amount of withdrawal for this month, hasn’t even been permitted for the 50,000 AUD as they’ve said.

I’d like to ask about your opinion regarding this - I feel it’s unfair personally.

Many thanks for your help

Regards

Also just to add - my 40,997$ withdrawal attached above was declined, just to add.

Dear Ritch009,

Thank you for the update and for the detailed explanation.

To help us fully understand the current status of your case, could you please confirm the following:

1. Have you submitted a new withdrawal request with a different amount after the USD 39,997 withdrawal was cancelled?
2. If so, could you please specify the exact amount of this new withdrawal request?
3. Has this new withdrawal already been successfully processed and paid out to you?
4. Apart from the USD 8,497 withdrawal you mentioned earlier, have you received any additional payouts from the casino so far?

Once we have this information confirmed, we will be able to better assess the situation and determine the next steps.

Thank you for your cooperation.

Karla

Hi Karla

Just to clarify - the $39,997 withdrawal was declined. I then received an email telling me of new imposed limits (have no idea where they got the 50K AUD per month limit from)

I then proceeded to complete the following withdrawals:

$17,347.00 & $7,197.00 (USD)

The above withdrawals were processed correctly - however I’m still unhappy that they have suddenly changed their very LIMITED terms and conditions regarding the monthly withdrawal limit - it doesn’t stipulate AUD, one would assume naturally that it’s USD (unless otherwise stated specifically, right?)

I have to give them credit for processing some of the withdrawal, but I’m still left with a 110K USD balance, which I’m currently limited to withdraw, due to their new limit?

Many thanks.

Dear Ritch009,

Thank you for the clarification. To help us properly assess the situation, could you please confirm the following:

1. Can you provide a screenshot or exact wording from Vegastars’ Terms and Conditions showing the monthly withdrawal limit as it appeared at the time of your withdrawals, and whether the currency (USD or AUD) was explicitly stated?
2. Did the casino provide any written reason for cancelling the USD 39,997 withdrawal, and was this cancellation made after your KYC was fully approved?
3. Please confirm the total amount already paid out so far and your current remaining balance.
4. Has the casino clarified whether the AUD 50,000 monthly limit is a newly introduced rule, and whether it applies retroactively to your existing balance?

Once confirmed, we will be able to evaluate whether the withdrawal cancellation and applied limits were fair and in line with the Terms.

Karla

Hi Karla

Thanks for the reply.

The casinos T&C can be found at this link & I have attached a screenshot of the relevant section regarding withdrawal limits

https://www.vegastars.com/policy/terms/

Re the cancelled initial withdrawal, The casino made no written reason apart from this:

I can confirm that I have received a total of $33,041 USD in three separate withdrawals.

The casino has made no submission regarding the withdrawal limits & haven’t confirmed or denied whether it’s a new rule, and honestly I don’t feel it’s fair that if it doesn’t explicitly state AUD - then players should be expected to guess which currency it refers to. Otherwise, it could be, "CAD", "AUD", "NZD", "HKD", "SGD". A player shouldn’t be expected to guess this.

I have made a further withdrawal request 3 days ago, for an amount which would bring my withdrawal to the month, to just below 50,000 USD - and this is currently pending. Screenshot below:

I just want transparency & to be able to reach the 50,000 USD limit per month (which I believe majority of players would assume is USD, when referring to terms and conditions

Thanks for all your help

Regards

Ritchie

Hello Ritch009,

Thank you for the detailed updates and for your cooperation so far.

To help us clearly understand the current situation, could you please confirm the exact amount that is currently requested for payout (i.e., the withdrawal amount that is presently pending or waiting to be processed)?

Once confirmed, we will be able to assess the next steps more accurately.

Thank you very much for your patience.

Karla

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

Dear Ritch009,

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