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I've been waiting for my payout for almost 3 months. Casino couldn't explain this delay to me. In the last email they wrote to me that my withdrawal had failed and that I should make it again. The problem is that I no longer have access to my account because the casino no longer accepts players from Germany. I don't feel like waiting another 3 months and explaining something. I hope you will help me

Ich warte schon fast 3 Monate auf meine Auszahlung. Casino konnte mir diese Verzögerung nicht erklären. In der letzten Email haben sie mir geschrieben, dass meine Auszahlung fehlgeschlagen ist und ich soll sie nochmals tätigen. Das Problem ist, dass ich keinen Zugang zu meinem Konto mehr habe, weil Casino keine Spieler aus Deutschlang mehr akzeptiert. Ich habe keine Lust noch 3 Monate zu warten und etwas zu erklären. Ich hoffe Sie helfen mir dabei

Dear Monis,

Thank you very much for submitting your complaint. I can only imagine how frustrating it must have been for you to wait for a withdrawal for nearly three months.

Do I understand correctly that your payment is still pending inside the account without being processed or it has been sent but never reached you? Could you please advise which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost three months is unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

The payment method was Ecopayz. Here is the last email from the casino:

"This e-mail is being sent in order to inform you that your withdrawal request has failed to go through.

Not to worry. Your funds are back in your casino account.

We kindly ask you to initiate a new withdrawal. Once this is done, we will give it high priority to be processed. "

However, I cannot make a new withdrawal because I do not have access to my account. I wrote that to the casino, but I still haven't received an answer.

Die Zahlungsmethode war Ecopayz. Hier ist die letzte Email vom Casino:

"This e-mail is being sent in order to inform you that your withdrawal request has failed to go through.

Not to worry. Your funds are back in your casino account.

We kindly ask you to initiate a new withdrawal. Once this is done, we will give it high priority to be processed."

Ich kann aber keine neue Auszahlung tätigen, weil ich keinen Zugang zu meinem Konto habe. Das habe ich auch ans Casino geschrieben, aber immer noch keine Antwort erhalten.

Thank you very much, Monis, for providing all the necessary information. I will now transfer your complaint to my colleague Nikolas who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Monis,

I'm Nick and I'll be assisting you from now on in your case. I would like to ask Vegas Hero Casino to join us and help us resolve the player's issue.

Dear Monis,

Please note that after reviewing your account, I can confirm that we have sent you an email on 24/08/2021 requesting you to make your withdrawal again, as the balance is still in your account.

Kindly request your withdrawal again and inform us once you do.

Regards,

Vegas Hero Team

Yes, I have received the email, but since I do not have access to my account, this is unfortunately impossible. When I want to log in it says "Unfortunately you are logged in from a country from which we do not accept bets." I wrote you that too, but you didn't get in touch afterwards. So you have to pay out yourself or unblock my account.

Ja, die Email habe ich erhalten, aber da ich keinen Zugang zu meinem Konto habe ist das leider unmöglich. Wenn ich mich einloggen will steht da "Leider sind Sie von einem Land angemeldet, aus dem wir keine Wetteinsätze akzeptieren." Das habe ich Ihnen auch geschrieben, aber danach haben Sie sich nicht mehr gemeldet. Sie müssen also die Auszahlung selber durchführen oder mein Konto entsperren.

Dear Monis,

We have checked your account and we can see that the relevant department have sent you an email today 03/09/2021 regarding your account.

Kindly refer to the email wee sent you for any updates on your account.

Should you have any further queries, please do not hesitate to contact us back.

Kind Regards,

Vegas Hero Team

Dear Monis,

Could you please refer to us what does the e-mail contain? If you wouldn't mind, you can also resend it to nikolas.b@casino.guru. Looking forward to your answer.

Casino asked me for the bank statement with my bank details. You want to transfer the money to my bank account. I have sent my bank statement and am now waiting for the reply.

Casino hat mich nach dem Kontoauszug mit meinen Bankdaten gefragt. Sie wollen mir das Geld auf das Bankkonto überweisen. Ich habe meinen Kontoauszug geschickt und warte jetzt auf die Antwort.

Dear Vegas Hero Casino,

Could you please confirm that you have received the right document and if it's enough to to finish the verification and withdrawal, or is there anything else required from the player?

Dear Monis,

We would like to inform you that your bank statement has been accepted and the refund of your funds has been processed on the 08/09/2021.

Kindly allow 3 to 5 working days for the funds to reach your account.

In the meantime should you have any further queries, please do not hesitate to contact us back.

Kind regards,

Vegas Hero Team

Dear Monis,

Please let us know if the money would arrive to your account so we can be sure that everything is all right.

I received the money. Thanks!

Ich habe das Geld erhalten. Danke!

Dear Monis,

Thank you very much for letting us know that the issue has been resolved. The complaint will be now closed as resolved. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you.

Best regards,

Nick

Casino.guru