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VegasHero Casino - Delayed £730 payment and account verification

Complaint Info
Disputed casino VegasHero Casino
Reason Delayed payment
Amount £ 730
sayfm United Kingdom
Posted on July 6, 2020

Hi i hope you can help me get my winnings from Genesis Global / VEGAS HERO. I am owed a total of £730. My account is also blocked so cant log in to see anything or play. They have been stalling my withdrawal since 03/05/20. After chasing my withdraw via live chat many times through May I finally got a request for KYC which included selfies of me holding my bank card + ID together. This was on the 27/05/20, i then sent all required documents in on 29/05/20. I have since been chasing my withdrawal via EMAIL without ANY response. These are the dates which i emailed on:

6th JUNE

17th JUNE

23rd JUNE

2nd JULY

I have come to the end of my tether with this casino trying to get my winnings. I have been on live chat many times also without any success keep being told that it is with the relevant department.

< information referring to issues with other operators removed >

I would like this all to be resolved ASAP - if there is any more requirements im happy to proceed and give anything you need over.

Hopefully you can help me here


Posted on July 13, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Posted on July 16, 2020

Hello SAYFM,

thank you for your patience.

Please note that we checked your account and we confirm that your withdrawal was set to be released yesterday 15/07.

Please allow up to 5 working days to reach you.

If you will still have any issues after these days have passed, please do not hesitate to contact us and we will be more than happy to assist you further.

Also note that your account will remain blocked per Company decision, please refer to our Terms and Conditions, clause 14.3:The company may refuse to open an account or may opt to close a players’ account which has already been opened at its own discretion. Notwithstanding this all contractual obligations already undertaken or entered into will be honoured.

Feel free to contact us if you need any further information.


Vegas Hero Team

Posted on July 20, 2020

Dear @sayfm,

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.

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