Declined refund, no communication in over 2 weeks

Wednesday the 24th of august I requested a withdrawal of £3000. It’s still being processed and even though my ID was verified that very morning I’ve still not had any luck with the withdrawal, I have then gone ahead and made another withdrawal request on Friday the 26th of august of £2000, which I had tried withdrawing several times and it kept being sent back to my casino account, but seems to now finally be processing, I have contacted them several times possibly even sent over 20 emails and always get the same reply of it can take up to 72 hours to process a withdrawal.

As the Wednesday withdrawal of £3000 is still to be processed and is now the 29th I’m concerned about my funds (hit a max win) there is also another £189 to withdraw and they say it’s failed several times and they have sent it back I’ve recently requested again and now it’s completely gone from my account and no trace, please if there’s anything to do to speed up this process please respond as I’m worried I’m going to lose a lot of money and I always spend enough spinning on the site.

< name removed >

Hi all,

I fear that something weird is going on. I am a new player in this casino (registered on 24.5.2022). Just took their welcome bonus, deposited 100€, and managed to win 530,70 € after wagering the bonus. Instantly after that, I made a request to withdraw the money. Soon after that, they asked me for documents like a utility bill, etc, which I sent. Then after almost a week, the money had not been sent and they asked for a new kind of document, where I should take a selfie with my ID and a handwritten note. I did that and sent it to them on 30.5.2022. It was exactly what they wanted, I wrote everything that they wanted in that note.

Now, it is 3.6.2022, 5 days after that. I still dont have my money. I tried to log in to my account to check the payment status, but saw that my account is closed! Could you AskGamblers please help me? I am worried if I get my money or not :( Thanks very much!

Hi askgamblers I am having problems with my withdrawals at vegas hero casino.

I tried to make a withdrawal on 19/04/22 it was not paid so I went to the live chat and was told that there was a tech error and that the withdrawal will be placed back to casino balance and to make a new withdrawal so I made a new withdrawal and the same thing happened.

This has happened now 6 times all rejected due to tech error I have to ask them to fix this issue but they refused to do this they now will not answer my emails so I have no other choice but to make this complaint thx. Also when I make a withdrawal it's not showing as pending there is clearly a glitch in their system which they have agreed but refuse to fix. My last 3 emails have went unanswered the amount is for £600.

Hi, just wanted to say that, there have been some issues with the Vegas Hero casino.

I won 16.12.2021 an amount of money, a couple of thousand. I did withdraw money but it didn't come. Then in the next day I contacted their customer service and after asking them, I got an answer that I need to send them my 3 months bank account papers. I did that on 17.12.2021.

So now is 11.01.2022 and today when I was trying to sign in on my account, it was closed!? Ok, maybe I understand that they have to close account for the checking process, but I don't understand, why there is a message appearing " you requested to close the account"??

I did not request to close my account, I have been waiting for papers to check and to get everything sorted out.

It's just the thing with the very small amount of information they are giving.

For the customer, if os novice, then it's just not normal that casino is acting like this!!

I just want to know, when my paperwork will be ready and the account opened, and I can withdraw my money. Hope the withdrawals will be done faster than this paperwork checking process.

I got 5 whitdrawals pending, 3 are 15 days old and 2 is 11 days old. Asked few times on livechat and I have received two different answers, "ur whitdraw is last stage, its will be approved soon" or "you just have to be patient". Got fully verified account so dunno why they don't accept my whitdrawals. And then my account was locked without saying anything and asked on livechat, they said I had supposedly sent an email for then and asked to close my account. I have never sent this email for u! I asked livechat and they said it was a misstake they side and my account will be open soon. I received an email from them and went through the account opening process, then got email again that my account is unlocked and I will be able to play again. But surprise why account was locked. Livechat said my account was unlocked but immediately went back to the lock.

Waited 2 days but haven't received a response and still all five withdrawals are waiting ....

Already been paid one of my withdrawals however now they are stating they need my bank card to verify me…as this card no longer exists I have issued them by bank statement and still waiting for a response. They have locked my account so I can longer see any updates or contact live chat. Any help would be greatly appreciated.

So I have been playing on vegashero casino for a while now and my withdrawals have always come in quick and fine. Recently I withdrew £5000 + £1000 in 2 separate transactions. I was then asked for verification. This was in the middle of July and it’s now 6th September. It took me 4 weeks to get all of my documents and my account fully verified. I ended up sending 13 documents that had to get accepted. After all of this it was around the 18th august.

So since then they emailed me saying everything is verified and they will review and process my pending withdrawals. It’s 6th September and I’m yet to receive an email and still shows my withdrawals as pending on their site. I’ve contacted them via email and live chat around 30 times… Always get the ‘ your case is high priority’ ‘sorry for the delay’ ‘ your case has been escalated’ but never hear anything from them. I feel like they just don’t want to pay me out even though I verified everything and complied with all the t’s&c’s on their site.

Very annoying and frustrating how you can deposit and when your waiting for your money with a verified account the ‘relevant team’ don’t even look at it. They say they have a high number of priorities but come on… 2 months is a joke.

I originally tried to withdraw this money on 25th June 2021. They asked for documents to verify me, I did so. I am fully verified. They cancelled my withdrawal stating that I had to withdraw back to same method. So I did this. Now it has been over 4 days since 3rd request of withdrawal and they keep telling me it is with management and has been accepted to be paid out. Why is it with management if it has already been "accepted" to be paid out!? And also, why is it still in my pending withdrawals if it has been accepted (this is what a chat advisor told me a couple of days ago). I was told that someone would be in contact from the withdrawals department, a few days ago but still nothing. I believe they just want to take money from you but not pay out.

I have been waiting from the 15th of this month for my withdrawal and sent all documents into the site. I keep getting the same email saying they are onto it and have sent the issue to the relevant department to be reviewed, but still no correspondence from them. Even tried calling and there not taking calls, ridiculous service and no help whatsoever.

Maybe the gambling commision can help? I have won on the site previously and had my winnings?

Came here as I've seen a lot of people have waited months on their winnings from here andI'im not prepared to wait that.

I have been waiting on a withdrawal from Vegas Hero Casino from 17th March, initially they asked me to send through verification documents which I did, after waiting for them to be processed they then sent another email on 26th March requesting further documents ie. passport picture with me holding the ID. I waited then for verification checking my account but my verification was not processed. I emailed asking what was happening an on the 23rd April they contacted me via email saying that they required a phone call and would contact me via phone. This didn't happen so I chased the call they then contacted me on 26th April saying that they still needed to contact me via phone and this would happen shortly.

On 27th April I received a call and answered all of the questions and at the end was cut off. I then received an email from the person who had contacted me saying that sorry the call had dropped but she confirmed that the now she had spoken to me the withdrawal would be escalated and I would receive an email when it was completed.

I chased the withdrawal again saying that I was unhappy with the situation and concerned with the site and the fact that they would not make payment of my withdrawal. They sent a further email on 30th April saying that due to high volume of cases there were delays but that the withdrawal would be reviewed and I would be contacted when it had been made. I once again emailed back to say that this was not acceptable and that I needed to know when the withdrawal would be made.

I have now received another email 5th May saying that the situation has once again been escalated and that I will be updated soon. During this whole period I have also made a complaint which should have been resolved within 10 days of making the complaint and which hasn't. I have just responded to the 5th May email stating that I need a firm timescale as to when the monies will be returned to me as this has been going on nearly two months.

The withdrawal amount is for £3350.00. I did not take a bonus, I have played on other Genesis Global sites and have not had these problems. I cannot therefore see what more I can do as I cannot get in touch with anyone other than via email. I have also asked them to call me to discuss to no avail. I have these emails but cannot seem to attach them to this complaint if your require them could you let me know how to send them to you.