Complaint #1 Vasy Casino

Unable to request a withdrawal, support not helping

By Jesse G.

4 years ago

I have been trying to get a response from their customer service thru email for 7 days, live chat just keeps telling me someone will email me, I have 10k in my account and I can’t withdraw it due to the fact their withdrawal options on the website don’t work for me there is only 2 options. Live chat said there are more options and to take a screenshot (I did and will attach it here) chat got disconnected, it is very difficult and takes hours to get someone on live chat and they just say someone from another department will email me and 7 days is a very long time for a simple response. I’ve never had this problem and played on many online sites, the customer service basically non-exists.

Disputed Casino Vasy Casino

Reason Delayed payment

Amount $10000

Discussion

Vasy Casino

• Representative

4 years ago

Hello JESSE13G,

Thanks for your confirmation.

Best Regards,
Vasy Casino.

AskGamblers

• Support Team

4 years ago

Dear @jesse13g,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

jesse13g

• Canada

4 years ago

I’ve received my first withdrawal to my Jeton wallet , I appreciate the replies from the casino and askgamblers . THANK YOU

Vasy Casino

• Representative

4 years ago

Hello JESSE13G,

We are sorry that you are facing the issue for the withdrawal. As we could see that you got an email from our side today. We request you to follow the same and help us with the required details via email so that we can check the issue and assist you accordingly.

We are awaiting for your reply.

Best Regards,
Vasy Casino.

Vasy Casino Complaint Stats

Resolved 8 / 10

Avg. Amount $1,960

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

Vasy Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 7 out of 9 complaints in this category have been resolved.

This operator's average complaint duration is 11 days, while the average duration across all operators is 8 days.

Vasy Casino Complaints

See all complaints for this casino

I ran into a problem when passing verification

Dear Askgamblers,

I ran into a problem when passing verification at Vasy Casino. The casino constantly rejects my uploaded documents.

My account was registered back in November 2023, and I sent all the necessary documents at the request of the casino. On December 15, 2023, I received a message about the successful completion of verification.

However, on September 18, 2024, I received a letter about the need to repeat the procedure. Since then, I have clicked on the link more than 8 times and uploaded photos of my driver's license (the document is valid, all four corners are clearly visible, and the photos are uploaded in the required JPG format) and immediately underwent a facial scan. I have repeatedly sent the documents by mail, and the casino has also scanned them.

Every time I get a refusal to accept documents from the casino. Moreover, the casino does not justify why the documents were not accepted. The casino does not offer alternative methods of verification, despite my requests and the provision of documents on time.

As proof of my residential address, I provided a utility bill, and the document was accepted.

On November 28th, I sent an official complaint to the casino, but the problem has still not been resolved.

In addition, due to the fact that my documents are constantly rejected, I cannot access my balance, which is 8331.36 Euros.

Please help me with the verification process.

Thank you in advance for your help.

Resolved

€8,331

Delaying Payment Several days

The Casino is Delaying a small amount for several days it is only 50€.

in the chat they said they have to check it for further details. They verified me a second time for the proof of address after the verification 48 hours past now and i still didn't receive the payment.

I would be glad if you help me with a solution.

Resolved

€50

Failed CC deposit

Dear AskGamblers Team,

I deposited 100 EUR into Vasy Casino via credit card on 05/24/24. The deposit was never credited to the casino and I never got the money refunded to my credit card.

The transfer was carried out properly and can be tracked here:

https://wise.com/en/track/91c045f6e53749789e79728cb3bb4f7a?

I have already communicated with Vasy Casino several times by email but unfortunately without success.

Best regards,

Nemacyst

Unresolved

€100

Delayed Payment time at Vasy Casino

Hello,

I withdrew two times at Vasy Casino.

One time on the 17th April 24 and one time on 19th April 24.

Both withdrawals are still pending.

The payment time at Vasy Casino is up to 48 hours like their terms say but it is still not finished.

I´ve been in chat and they tell me all the time just a little bit more and more.

I have no more ideas how I get my money withdrawal.

Can you help @askgamblers?

Kind Regards

Resolved

€150

No KYC email

On January 16th I won one of the free spins without depositing €50 and then I requested a withdrawal and a day later I discovered a banner in my account and uploaded documents for ID and address verification. Two days later I logged in and the €50 was credited back to the credit. I spoke to customer service via chat and was told that I should have received an email with a link for verification. Unfortunately none of them arrived anywhere and not in spam either. The live chat employee said that they would then send another email and be there within a few hours at the latest. I watched every 2 hours and nothing. The next day still no email. Then I go back to the live chat and it keeps sending me some standardized messages. Something to the effect of,,We will get back to you within 48 hours. Nothing just happened these days. What annoys me incredibly is that when I contact live chat or write a message via email to check what the problem is, I only receive standard emails that the process takes up to 48 hours. I feel really ripped off...

They act extra < stupid > and act like they can't even read that I've exceeded 48 hours

Resolved

€50

Account closed and 30 14 euros of balance no received

Hello my vasycasino account (username max13) had been closed there were 30.14 euros left on my vasycasino account and vasycasino says they made the payment of 30.14 euros by card to my revolut bank account. But they are lying because after having provided their RRN transaction number to my revolut bank therefore my revolut bank confirmed to me that no winnings of 30.14 euros were made carried out by card on my iban revolut and I have proof from my bank which I provided to vasycasino who doesn't care at all even though I told them that my bank revolut was in full migration for French customers like me from iban LT to iban FR and that could lead to problems and so I told them to make the payment of e30.14 euros on my other iban from my other bank Bunq (which they have on viggoslots same mountberg group). But they have nothing to do and don't want to pay my 30.14 euros please force this casino which is a scam to pay me 30.14 euros on my other bank saving account bunq who is working for the french people at this moment please those are all the prooves that their number RRN of transaction is a lie because my bank revolut confirm that with their number RRN of transation there is nothing.

Unresolved

€30

Unfairly reducing my free spins winnings

Last Time i logged in, in Vasy Casino i had 2 kinds of Freespins . One was from there time to time offers were the Max Cashout is 50€
And the other Free Spins were from a level Up Bonus . These Level Up Freespins were in the Game "Whacked".
Level Up Freespins in the Bonus Rules from Vasy under "Bonus Spins with Deposit" and have a Max Cashout from 500€

So with the Winning from Whacked i played till 135€ and Withdraw . 2 Days Later without an Email or antything else , i logged in Vasy because i received no Money. And in my Account where still 50€ . I asked the Support why ? And he Says max Cashout is 50€ . He wont even look in my Play History and Close the Chat.

So in the Attaches you can see my Play History . I started by 0 with "whacked" and ended by "legacy of Dead" with 135€

So they took me 85 €of my Winnings

Resolved

€100

Blocked from chat and payment delay intentionally

Hello @AskGamblers,

This casino again is doing their famous thing, and it is the only thing they do best.

After going through the same experience last August when i posted a complaint on them, now they are again delaying my withdrawal and this time they even toke the right from me to express my disappointment.
They namely blocked me from live chat, every time i go on chat they close it and proof are in the screenshots.

I have deposited, played and requested a withdrawal the 1st of this Month and till now i am running after them to ask why are they stating in the general terms and conditions that withdrawals takes maximum of 48h for verified users which i am one of.
They don't answer this questions because they are taught to, this is a scam from a neutral point of view because the general T&Cs are the contract between me and the casino and they are again breaching it regardless of not mentioning that WAGE Free Bonus isnt withdrawable and is a Sticky Bonus.

They now kick you out of chat if you keep asking about information that you have the right to ask for.

I attached screenshots of their Email correspondence and also of the live chat and of my transactions.

This poeple with all due respect are not professional and cant even write or experess themselves clearly in English and they just handle like you some cheap material that they use. I am a regular player and depositor and get this handling of animals, not mention also that they work 90% with Copy Paste....

I am wondering how are they operating under a licence when they allow themselves to breach their own terms and conditions. Should i breach them then the response wouldn't take more than some 5 hours or so but in this case they allow themselves everything.

I am not letting go of this matter they must adjust themselves and they have to process my withdrawals in the given timeframe because thats how everything works in this world, with respecting rules !

Resolved

€413

Wagering finished and bonus progress is still 0

Hello,

I deposited yesterday the 30th of July 2022 for the first time at Vasy Casino and took the first deposit offer which is 100% deposit bonus Wagerfree.

Its stated in the conditions that the deposit and the received bonus must be played at least once on non restricted games.

I did the wagering on Mega Don and Folsom Prison and wagered more than 80€ without breaching any terms or conditions. As you can see in the screenshots.

In the chat yesterday and today also they say the same thing you just have to play your bonus once and they say nor i or they can see the progress ! Is this a some king of sarcasm ? I cant understand how an online casino doesn't have or offer the option to track your bonus progress.

Now today as you see the screenshots they said to me in the chat that i can withdraw all and when i responded that its written that I will forfeit any active bonus they say its normal and i can withdraw all my balance.

Which is false and I see this as a misleading information to make loose the 20€ bonus which I already wagered.

When I tried to withdraw all it shows that my balance isn't enough and that I can withdraw only 47€.

And after that she kicked me off the chat as you can also see in the screenshots.

This is just a miserable service and not to be compared with sister casinos of the same company like Viggoslots.

I want to withdraw my winnings which I played fairly and ask for AskGamblers help.

Thanks in advance

Resolved

€80

Delayed payment even though 48h have passed

Saturday july 3rd I opened an account with Vasy Casino. I proceeded to deposit $20btc and received a bonus of 100% after having a few decent wins and completing the play thru requirements, I was ready to try the one thing that online gamblers fear the most the “daunting” WITHDRAWAL!!! Whether or not they were going to pay me?!

I sent the w/d request in Saturday night the 2nd and received an email stating that I needed to verify my identity with my valid ID and a bill in my name which I did both and I receive a confirmation email on Sunday the 3rd stating that I was “fully verified” and that my w/d was being sent over to the finance dept to be processed “shortly”. After waiting two whole days and still not receiving my payment I got back on the site and reached out to live support asking them about my payment and they advised me that according to their t&c’s payments were processed after 48 hrs.

According to my time chart that time had come and gone but just to be fair I gave them another day and reached back out after not being paid again and now they will not answer me on live chat or via email.

I’m officially being ghosted.

Rejected

$180