Complaint #16 Vegas Hero Casino

Failed to self exclude me

By Mdolly

6 months ago

Earlier this year I requested a permanent self exclusion from Vegas Hero and instigated a complaint with Askgambers which was rejected as I didn't have the supporting documents which was due to having lost my previous phone on which the screenshots etc were saved. You can probably locate this complaint which will give the dates around which I had been sending emails etc to close my account due to gambling problems. Last week I gambled with the site again and then sent further emails and had chats on their support asking again for permanent exclusion. Again like before the site just didn't respond to me at all. I have also this morning asked for a copy of all my previous correspondence with the site to prove I have asked several times to be excluded to no avail. I also lost further monies last night again and I hope to recoup losses as I feel this site is in breach of its responsibility to safer gambling tools. I hope your site can assist me in closing my account permanently, recouping losses and helping to get the site to provide this previous correspondence that they surely have on file which will support my claim.

I am starting this complaint quickly as I simply don't expect to hear anything back from this site which is what happened previously. Can you advise me if the site has to provide me with my previous correspondence as this is the evidence I need to prove that they have repeatedly ignored my requests and kept my account open and allowed me to keep gambling on the site despite knowing about my gambling problem

I have attached proof of recent deposits also.

Regards

Disputed Casino Vegas Hero Casino

Reason Self-exclusion

Amount €1520

Discussion

Mdolly

5 months ago

My account has been closed but Vegas Hero refuse to refund any deposits or acknowledge they did not adhere to their own safer gambling policy

AskGamblers

• Support Team

5 months ago

Dear Vegas Hero Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Mdolly

6 months ago

Finally I have had a response from Vegas Hero and they have permanently closed my account but they are refusing to refund any deposits and do not acknowledge that my account exclusion was requested months ago and therefore no recent deposits should have been allowed so I dispute their refusal to refund me any money and have asked for them to acknowledge the timing of my initial request to close to account. Thier reason for not refunding me is spurious and does not take into account that they actively encouraged further gambling from me despite knowing for months I had a gambling problem and have not upheld their own so called safer gambling policy

Mdolly

6 months ago

Vegas Hero rather than do the decent thing and permanently close my account and refund deposits they should never have taken instead made me a VIP member and sent a slew of bonuses to encourage me to gamble even more and they have the nerve to say they are committed to safer gambling.

Vegas Hero Casino Complaint Stats

Resolved 4 / 10

Avg. Amount $5,757

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

Vegas Hero Casino Complaint Summary

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

So far, 4 out of 9 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

Vegas Hero Casino Complaints

See all complaints for this casino

Delayed withdrawal

I tried to withdraw 5000 NOK.
After 3 days, they say they needed 1 more day. After 4 days they say its on schedule and will be processed.
On the 5 days they say its delayed.
I have also contacted them several times on chat. There I get different answers.. its ongoing, it’s delayed, will be processed soon.
Can you help?

Resolved

kr5,000

Withholding withdrawal with not valid reason

I am following up on my cancelled withdrawal. I was previously told that my bank declined the transaction, but I have verified directly with my financial institution that no such request was ever received on their end.

Because my account is fully verified and I am using the same card I used to deposit, there should be no barrier to this transfer. If the funds were indeed sent and declined, please provide the transaction reference number so I can share it with my bank to investigate. Otherwise, please re-process my withdrawal immediately.

I was assured by the VIP Manager that my account would receive priority handling, and I expect that commitment to be honored. I look forward to your prompt response and a swift resolution.

Unresolved

£400

Withrdawals not processed and not paid out

My withdrawals are still pending. I've been playing on this casino for a year and I spent 25k+, and I always got paid out. But now my withdrawals are not paid out. I requested a withdrawal on may 1st, 2nd, and 3th. The casino keeps telling me they have more transactions than usual and that I don't need to worry, but they won't give me the exact reason or an indication of when I can expect the payout or anything.

3 withdrawals of 500 EUROS, and I still have 1000 EUROS on my balance, so a total of 2500 EUROS. ( vegashero.com )

Unresolved

€2,500

Not paying out my withdrawal

I recently started playing at vegas hero casino I deposited 240 euro to my surprise I won 5000 euro. When I went to withdraw I was informed I would only be able to withdraw 500 euro every 24 hours. That’s fine however it has been 4 days and still have not received my first withdrawal. Every time I contact support I get a generic response and told different things constantly. I am seriously concerned and think I’ve been scammed. Any help to resolve this would be much appreciated.

Unresolved

€5,000

Complaint Regarding Withdrawal Delay and VIP Level Adjustment

Dear Vegas Hero Casino Support,

I am writing to express my serious disappointment with the service I have received. According to your stated policy, all withdrawals should be processed within three business days. However, it has now been well past that timeframe, and my withdrawal remains unprocessed.

Additionally, I received a call on the 21st informing me that my VIP level was at 4. Yet, after a significant win of $9,000, I was demoted to VIP level 1, which drastically reduced my withdrawal limit. This appears to be a retaliatory measure following my big win, and I find this behavior extremely unfair.

I expect an immediate resolution to the withdrawal delay and a full explanation regarding the unjust VIP adjustment. Please respond at your earliest convenience.

Rejected

$9,000

Cannnot withdraw funds

Hi,
I’m early January I signed up to Vegas hero and over the next two months made upwards of 10 deposits and approximately $9,000 of deposits made always losing and having no troubles.

Last week I made a deposit and using no bonus or haunt any active bonus on my account won a large amount of money.
Attempted my first two withdrawals seemed to be easy enough then sent email asking how long would take they said it can take up to 3 business days but should be faster being a vip level 5. I have continually emailed them for updates and asking what is the hold up they initially replied regularly basically delaying me saying they’d look into it etc.

They have now stopped replying and have ignored multiple emails from me and have not heard from them since Friday last week and have made no progress on my account with any of them. It is now over a week since I made the withdrawals that promised would be done within 3 business days.

I am now assuming it is a scam site after reading many reviews online saying they’d look into have done the same thing but hoping you guys can help me.

I have $4,500 aud in pending withdrawals and $20,000aud in balance waiting to withdrawal. I will not be placing another wager until it is sorted out.

Attached are photos of withdrawal pending from 04/03 still saying under review. And verification still saying under review despite it already showing was verified for the last two months I was using it.

Unresolved

$24,500

KYC impossible to get verified no help whatsoever

I have contacted the casino over a dozen times, they have never responded to my emails with anything useful. I am stuck in an infinite loop of submitting my documents for KYC just to get rejected without any explanation. It’s been over a month I am trying to get verified but this casino just doesn’t seem to care and just rejects me and ignores me. I have no idea what to do.

Resolved

$35,000

Withdrawal pending for a long time 460 000 HUF

Hello,

I would like to file a complaint about a delayed withdrawal from VegasHero.

I submitted a withdrawal request on 06/10/2025 for 460,000 HUF, using USDT (BEP-20). My account username is <removed>

I contacted support regarding possible verification requirements, but I was clearly informed that no additional verification was needed at this time. Despite this, the withdrawal has been pending for over one month with no progress.

Each time I contacted support, I only received generic replies saying the request is still “under review,” without any real explanation, deadline, or reason for such a long delay. This situation is causing unnecessary stress and uncertainty.

Details:

Username: I provided a screenshot proof

Withdrawal amount: 460,000 HUF

Method: USDT (BEP-20)

Date requested: 06/10/2025

Verification: Not required according to support

I kindly request that AskGamblers assist in resolving this issue and helping to ensure that my withdrawal is processed as soon as possible, according to fair gaming and withdrawal standards.

Thank you for your assistance.

Resolved

Ft460,000

1000 EUR pending and 500 EUR cancelled after 18 days

I would like to report an issue with my withdrawals from Vegas Hero Casino.

On September 1, I made a €30 deposit, claimed a bonus, and successfully completed the wagering requirements according to the terms. I then submitted three separate withdrawal requests of €500 each, on September 1, September 2, and September 3.

As of today, September 19, none of these withdrawals have been processed.

A few days ago, several verification requests appeared in my account, and I promptly provided all the required documents. However, yesterday evening (September 18), I received an email notification stating that one of my €500 withdrawal requests had been cancelled. No specific reason was given, and from my transaction history it appears this was the second withdrawal request, submitted on September 2.

At this point, two of my €500 withdrawals remain pending (September 1 and September 3), and I am left unsure about the status of the cancelled one.

I fully understand that verification and processing can take some time, but with more than 18 days already passed since the first request, I kindly ask for clarification and assistance in resolving this matter.

Unresolved

€1,500

Withdrawal still pending review

Submitted a withdrawal and it still has not been processed even tho the terms and conditions advis 0-72 hours for a withdrawal to be processed, contacted an agent in the live chat after this time frame who had advised that all checks had been performed and it was stuck but nothing is being done to speed this process up, contacted another agent today who couldn't answer when it would be processed and then ended the chat when I asked him to confirm when the issue would be resolved.

Resolved

€300