Ag Awards

VegasHero Casino - Delayed payment and delayed verification

Complaint Info
Disputed casino VegasHero Casino
Reason Verification issues
Amount £ 1131.12
Posted on May 24, 2020

So submitted a withdrawal on the 5th may for £571.44 and then another withdrawal 6th may for £559.68. Was then asked to submit documents in a selfie manner which I done exactly as said casino asked for. Now it’s the 22nd may and neither my documents have been verified or my withdrawals paid. And each time I email I get the same generic response that they will be in touch but as you can see nothing happens. I’m sure you will agree that over two weeks for verification and payment is unjust. Regards. Kris.

Posted on May 28, 2020

Hello KRISSY72,

thank you for your patience.

Please note that we checked your account and we can see that both pending withdrawals have been set to be released today, please allow up to 5 working days to reach you.

Also, kindly note that your account will remain closed, 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.

Please do not hesitate to contact us if you need any further information, we would be more than happy to assist you.

Vegas Hero Team

Posted on May 29, 2020

Money is finally in the bank so case is closed. Just a word of wanting for others though don’t ever use the genesis casino group because sooner or later you’ll run into problems that are completely unnecessary. And in my opinion the group shouldn’t be promoted on this site. Regards. Kris.

Posted on May 29, 2020


Posted on May 29, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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