Complaint #15 Vegasino Casino

Over six withdrawal requests declined

By matt3004

7 months ago

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.

Disputed Casino Vegasino Casino

Reason Delayed payment

Amount $1000

Discussion

AskGamblers

• Support Team

7 months ago

Dear @matt3004,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have cancelled your payment and played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected 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 complaints 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.

Vegasino Casino

• Representative

7 months ago

Dear matt3004,

Kindly note that your previous withdrawal requests were cancelled by the provider and not on our end.

Please note that your recent withdrawal requests were canceled per your action, and the funds have since been utilized.

Currently, there are no pending withdrawals on your account.

Kind regards,
Vegasino Casino Team

matt3004

7 months ago

Just to update -

I sent the below email to Vegasino four days ago and have since sent two further emails asking for an update. I have still received no response. Using the live chat function has proven hopeless on more than a dozen attempts as all you receive are programmed responses that don't actually answer anything.

I am writing to formally raise an issue with my withdrawal requests.

I have now had eight separate withdrawal attempts cancelled. Each time I was told it was due to a “technical error,” but no specific explanation has been provided and no solution has been offered.

At this point, I am requesting the following in writing:

The exact reason my withdrawals are being rejected (not a generic technical issue)

Confirmation of which withdrawal method is approved for my account

A manual withdrawal to be processed by your payments team instead of the automated system

I will not submit another withdrawal request until this is clearly resolved, as repeated cancellations are unacceptable.

If this cannot be resolved immediately, please provide your PAGCOR license number and the official dispute resolution contact, as I will be escalating this matter.

Please treat this as urgent and advise on the next steps to release my $1000 withdrawal.

AskGamblers

• Support Team

7 months ago

Dear Vegasino 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.

Vegasino Casino Complaint Stats

Resolved 19 / 21

Avg. Amount $2,333

Avg. Complaint Duration 12 days

Avg. Response Time 2 days

Vegasino Casino Complaint Summary

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

So far, 16 out of 18 complaints in this category have been resolved.

This operator's average complaint duration is 12 days, while the average duration across all operators is 8 days.

Vegasino Casino Complaints

See all complaints for this casino

Withdrawal declined with no clear reason provided

I am a player from New Zealand seeking assistance regarding a NZ$13,000 withdrawal from Vegasino.

I submitted a withdrawal request for my winnings, however the withdrawal was cancelled and the funds were returned to my casino balance. Customer support advised that the payment provider declined the transaction but has been unable to provide the specific reason.

I have contacted live chat several times requesting an explanation. I asked whether the issue was related to my bank account, my account verification, my bank, or a technical issue. Despite this, I have only received generic responses stating that they cannot disclose the payment provider’s error for security reasons.

Most recently, support informed me that:

* My case has been escalated to the Finance Team.
* I should not submit another withdrawal request.
* My withdrawal is currently being investigated.
* I will be contacted by email or account message with any updates.

At this stage, my NZ$13,000 remains in my casino account and I have not been given a timeframe for payment or a clear explanation for why the original withdrawal was declined.

I have attempted to resolve this matter directly with Vegasino before lodging this complaint and I have retained screenshots of all correspondence.

I respectfully request AskGamblers’ assistance in:

1. Facilitating the payment of my NZ$13,000 withdrawal.
2. Obtaining a clear explanation for why the withdrawal was declined.
3. Receiving a reasonable timeframe for the withdrawal to be processed.

Thank you for your assistance.

Unresolved

$13,000

Delayed withdrawal processing

I made a withdrawal from Vegasino for $500 on 22/07/26.

I made contact with support to check if I needed to verify my account to make sure there were no hold-ups with the withdrawal; they advised that no further information was required and that my withdrawal was being processed.

It is now the 28/07/26 and my withdrawal is still under review. I have contacted support, who says that my withdrawal will be processed soon and apologised for the delay. They also say they cannot tell me how long it will take to process, as it is with the finance department. After reminding them of their stated processing times, there has still been no resolution. And I began getting the same response on repeat.

Resolved

$500

Withdrawal not being processed after 12 days

Hi,

I made a withdrawal on the 22nd of June, and it has not been processed yet.

I have contacted customer support several times and was informed that the withdrawal was being handled. However, the status remains unchanged and still shows as “under review”.

It has been 12 days now, whereas the stated withdrawal time is 3 days.

My account is fully verified, and I have made a withdrawal on this website before.

Rejected

I requested a withdrawal of approximately 401 EUR on June 21st

I requested a withdrawal of approximately 401 EUR on June 21st. The stated processing time was 3 business days, but this timeframe has now passed.

I have contacted customer support several times and was informed that the withdrawal was being handled. However, the status remains unchanged and still shows as “under review”.

I have also not received any information about missing documents or any additional requirements from my side. I am currently waiting for an update and a resolution, as the withdrawal process has taken longer than expected.

Unresolved

€401

Payment overdue

Hello,
I made 3 withdrawals of 500euro each, but all of them are already 1 week 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

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.

Resolved

€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