Complaint #13 Vegasino Casino

Delayed withdrawal with changing explanations and no proof of payment

By Estere M.

4 months ago

Message on forum

I requested a withdrawal of €500 on 22 January 2026 via bank transfer to Revolut.

My total winnings on the account are approximately €3,000, and I have only requested one withdrawal so far, starting with a partial amount to test the payment process.

The withdrawal has remained under “Under review” for several days with no progress or clear explanation.

My original deposits were made using Apple Pay. Before requesting the withdrawal, I specifically confirmed with casino support that withdrawing via bank transfer to Revolut was possible and approved. The operators explicitly confirmed that this payment method was acceptable.

The casino support has provided inconsistent and vague responses. Initially, they claimed the delay was caused by my bank. After I contacted Revolut and received official confirmation that no transfer has been initiated or is pending on their side, the casino changed their explanation to internal processing delays and high transaction volume.

I repeatedly requested concrete proof that the withdrawal was processed, such as a transaction reference number, sending date, or confirmation of transfer. The casino has failed to provide any such evidence.

Regarding verification, I explicitly asked whether any documents or KYC verification were required to proceed with the withdrawal. The support team stated that no verification is currently needed and that they would contact me if anything became necessary. To this day, no verification has been requested.

My deposits were accepted instantly without any issues.

Despite multiple escalations to the financial department promised by live chat agents, there has been no progress on my withdrawal.

I believe the casino is deliberately delaying the payment without transparency or a valid justification.

I am requesting AskGamblers’ assistance to help resolve this issue and ensure my withdrawal is processed or proper proof of payment is provided.

Disputed Casino Vegasino Casino

Reason Delayed payment

Amount €3000

Discussion

AskGamblers

• Support Team

3 months ago

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.

M.M.

• Latvia • 1 reviews

3 months ago

Hello,

I would like to inform you that I have now received all remaining withdrawals from Vegasino in full.

The total amount of my winnings has been successfully paid, and the issue raised in this complaint is now fully resolved. I would like to thank AskGamblers for the assistance and mediation throughout this process.

You may now close this complaint as resolved.

Vegasino Casino

• Representative

3 months ago

Dear M.M.

We are pleased to inform you that your withdrawal request has been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,
Vegasino Team

Vegasino Casino

• Representative

3 months ago

Dear M.M.

Your withdrawal request has been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,
Vegasino Team

Vegasino Casino Complaint Stats

Resolved 16 / 16

Avg. Amount $2,403

Avg. Complaint Duration 14 days

Avg. Response Time 2 days

Vegasino Casino Complaints

See all complaints for this casino

Payment delay Vegasino

Complaint:

I am submitting a complaint regarding a delayed withdrawal that has not been processed within the stated timeframe.

I requested a withdrawal on 25/05/2026 and the company’s policy clearly states processing takes 1–3 business days. On 04/06/2026, the withdrawal is still not approved or paid out, and there has been no update or change in status.

This delay exceeds their advertised processing time and goes against their stated terms and conditions.

I am requesting that this issue be reviewed and addressed, and that the withdrawal be processed immediately or give me a clear explanation for the delay.

63h left

€200

Payment overdue

Hello,

I made 3 withdrawals of 500euro each, but all of them are already 16, 17 and 18 days in queue. I already had 3 successful payments before. My account is verified. On messages I sent in telegram bot, I always got an answer, I’ll look and escalate, but nothing changes. Is it possible to look at this through here? Kind regards

Resolved

€1,500

Withdrawal being delayed with multiple contradicting reasons given by support

Complaint:

I am submitting a complaint regarding a delayed withdrawal that has not been processed within the stated timeframe.

I requested a withdrawal on Monday at 10:48 a.m., and the company’s policy clearly states processing takes 1–3 business days. As of Friday at 9:28 a.m., the withdrawal is still not approved or paid out, and there has been no update or change in status.

This delay exceeds their advertised processing time and goes against their stated terms and conditions. I have also received no communication explaining the reason for the hold-up.

I am requesting that this issue be reviewed and addressed, and that the withdrawal be processed immediately or a clear explanation be provided for the delay.

Resolved

Vegasino delaying verification after providing all documents

Hello

I won around 43.000 NOK on february 27. I proceeded to make 3 withdrawals of 5000 NOK each as is the limit.

About 3-4 weeks later, I got told to verify my account. I uploaded ID and proof of address, aswell as a selfie with ID and their casino website in the background. All approved. Then they asked me for proof of payment and account ownership, where I uploaded the transaction details from my crypto exchange, aswell as a screenshot of my entire account/profile page from the verification section on the crypto exchange.

The proof of payment got approved, but they wanted a screenshot of my wallet number on the crypto exchange.

I asked them what they meant by wallet number and got told this:" By wallet account number, we mean the unique ID or address of your wallet (for example your wallet ID, account number, or registered email/username linked to the wallet, depending on the provider).

I kindly explained to them that my crypto exchange (Bitfinex) does not use a traditional account number, but that they use the email address as the account identifier. As mentioned previously here the customer service told me that the registered email would work as the wallet account number.

On the screenshot I provided for verification you can clearly see my full name, my address, phone number and the email address. I explained this to the customer service as well as sent the customer service an email on april 7 explaining the issue. Then I sent a following up email on april 12, april 18, and april 25 asking for an update on the case. All emails remain unanswered. I've contacted the customer service on live chat on two different occasions asking for an update and a reply to my email, where they have just answered that my case is in queue with the relevant department to be fixed.

Now it's been 24 days and it's unacceptable to wait any longer for this minor issue to be fixed. All documents asked for have been provided to them, and they have no reason to further prolong this case.

I kindly ask for your help in getting this issue fixed.

Resolved

kr43,000

Self exclusion ignored and account reopened without my permission

I would like to submit a complaint against Vegasino regarding the failure to properly act on my repeated requests for account closure due to gambling-related concerns.

I am a player based in Poland and I have incurred losses of approximately 20,000€ on this platform.

The issue is based on the following documented events:

- Before sending emails, I contacted customer support via live chat and clearly explained that I was losing money and wanted to stop playing. I was instructed to send an email to request account closure.

- On November 6, 2025, I sent an email requesting the closure of my account, stating that I did not want to continue losing money.

- On November 12, 2025, I sent a second email explicitly requesting the permanent deletion of my account.

- On January 9, 2026, I sent another email in English clearly stating that I had a gambling problem and requesting immediate and permanent closure.

Despite these repeated and explicit requests:

- My account was not properly closed.
- I was able to continue logging in, depositing funds, and gambling.
- At a later stage, my account was reopened, which allowed me to access it again and continue playing.

As a result of this, I incurred additional losses of approximately 11,980 PLN after my account had been reopened.

Additionally:
- At one point, my account was placed under “verification” while holding funds, restricting access.

These events demonstrate that my self-exclusion requests were not properly enforced, and that I was allowed to continue gambling despite clearly expressing my intention to stop.

I can provide supporting evidence including:
- Email correspondence (Nov 6, Nov 12, Jan 9)
- Chat communication prior to emails
- Account activity and transaction records

I am requesting:
- A review of my case
- A refund of losses incurred after my initial closure request (November 6, 2025), including the 11,980 PLN lost after account reactivation
- A clear explanation as to why my requests were not enforced

I am ready to provide all necessary documents to support my claim.

Resolved

zł10,605

My account opened after the self exclusion made me loose more

Hi I am facing a gambling issue and I informed the casino. After multiple attempts, I closed my account after losing 20-30k on 12 of feb 2026 and they opened my account on 30 march without my consent and made me lose another 4k by sending me emails about bonuses. I have all the proofs happy to submit more if required. Please look into this and I request a refund of 4500 nzd which I lost after my account was closed. Thank you.

Resolved

$4,135

Vegasino not paying withdrawals

Hello,

Simple issue. My withdrawals have been pending for two weeks now. Customer service won't and can't help. I haven't used any bonuses and they don't require me to do KYC. Please help. I have around €1500 stuck there. How is something like this even possible? Are they trying to rob my money? I really need your help.

Resolved

€1,500

Selfexclusion request ignored

In January 2026 I formally requested permanent account closure and self-exclusion from Vegasino via email.

I also contacted the operator multiple times:
– via live chat,
– via direct email,
– and via WhatsApp communication with their representatives.

In those communications I clearly stated that I no longer wanted to gamble and that I was experiencing gambling-related problems. I explicitly asked for my account to be permanently closed.

Despite these repeated requests, my account remained fully active. I continued to receive promotional emails and bonus offers (including a 300 PLN bonus). The operator kept sending marketing communications even after I informed them that I did not want to play anymore.

I was able to log in, deposit funds and continue gambling without any restriction.

As a result, I lost approximately 6,823.34 PLN after my request for permanent account closure.

The operator failed to implement responsible gambling measures and did not act upon my repeated requests.

I am requesting a refund of deposits made after my formal self-exclusion request in January 2026, as the account should have been permanently closed.

I can provide email correspondence, chat records and transaction history as evidence.

Resolved

zł6,823

Withdrawal delay 1 month

My account was put under review after requesting a withdrawal of 369 euros and since then I've been sending emails to the casino, as I cannot enter the account, but they have failed to respond. Finally, on 3rd of february they asked me for kyc which I sent, but the same, still no update on the verification and withdrawal of my funds, which has been going for a while as my account was closed mid-january probably, so around a month or even longer. I will attach the latest email in which I sent the documents.

Resolved

€369

Over six withdrawal requests declined

I am filing a complaint against Vegasino regarding an unresolved withdrawal issue.

I requested a withdrawal of $1000, which has now been cancelled eight separate times. Each withdrawal attempt was left pending for several days before being cancelled with the same vague explanation of a “technical error.” No specific reason, error code, or solution has ever been provided.

I have contacted customer support multiple times. Despite this, Vegasino has failed to clearly explain why my withdrawals are being rejected or which withdrawal method is approved for my account. I deposited using Mastercard, but withdrawals were attempted via other available methods, which may be contributing to the issue, however this was never properly explained by the casino.

I have requested escalation to the payments/compliance team and asked for a manual withdrawal to be processed, but so far no resolution has been offered.

At this point, the repeated cancellations, lack of transparency, and absence of a clear resolution have caused significant concern. I am simply requesting that Vegasino either process my $1000 withdrawal using an approved method or clearly state the exact reason why payment is being blocked.

I am seeking AskGamblers’ assistance to help resolve this matter and ensure the withdrawal is completed.

Rejected

$1,000