Vegas Hero Casino - L'elaborazione del prelievo delle somme vinte dal giocatore è in ritardo.

The issue that I have experienced was: I won £500 at 01:58 on 20 June and my withdrawal is still sitting at "under review". I’ve had numerous live chats and it’s like it’s AI generated as they all say the same stuff and cannot respond to certain questions. I also raised a complaint to which I got a response advising my withdrawal has been sent to their specialised team then I’ve visited live chat again only for them to say it’s with their finance team but cannot give a detailed answer as to what the holdup is. I’ve got numerous screenshots because you can talk to a live agent as they say and it gives you a profile picture and the name for eg "Anne" then you can go back on to live chat and it’s the same profile picture but with a different name. They are unlawfully withholding my winnings: one of the attachments you will see the name Nova who basically ended our chat without giving me the explanation I asked for. You will see from what I have attached I’m getting the total runaround, just getting fed lies after lies! And what is more frustrating is that if you log into your account a message pops up saying "you can cancel your withdrawal and the funds will immediately be credited back to my account" that’s exactly what they are hoping for.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear pollyw8427,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

But I was advised numerous times it’s 1-3 business days maximum so we are now on day 7! My account is fully verified.

Dear pollyw8427,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear pollyw8427,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru