Vegas Hero Casino - Player claims that payment has been delayed.

I requested a withdrawal at VegasHero. Support informed me that my account would receive a verification request shortly and that withdrawal processing depended on it.

No verification request was ever sent. Instead, my withdrawal was later canceled.

I contacted live chat multiple times and received only vague answers such as "as soon as possible."

I am willing to complete any KYC immediately, but no request has been provided. I believe the withdrawal was unnecessarily delayed and then canceled without proper justification.

I request that the casino either:

Reprocess my withdrawal immediately, or

Send the required KYC request without delay.

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 aleksimikael,

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

Dear aleksimikael,

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.

Hello,

Still same situation and nothing new. All withdrawals has been cancelled and I could not make new withdrawal. All my money are in casino balance. They have not asked any KYC documents, and they tell the same every day in live chat, that KYC Department will be in touch as soon as possible.

Dear aleksimikael, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Hello,

27.4. Casino broke radio silence and they asked KYC documents from me. So I have sent them and now I am waiting.

• I have not done withdrawals before on that casino
• I have not passed KYC yet, it has been started
• I had welcome bonus and I successfully did the wagering requirement
• I did play casino
• I will send you email

br Aleksi

Dear aleksimikael,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter Č., (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello there,

Thank you aleksimikael for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vegas Hero Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the request with the highest priority.

Once there is any update, we will inform you immediately.

Best regards,

Vegashero Team

Dear aleksimikael,

Our team has reviewed the documentation you recently submitted. Unfortunately, we are unable to accept your ID, Selfie, and Selfie holding ID in their current format.

To successfully verify your account and resolve this matter, please re-submit these documents with .jpg or .jpeg photos.

Please upload these updated files directly through your account profile section at your earliest convenience. Once received in the correct format, our team will expedite the review to ensure your account is fully verified without further delay.

Thank you for your cooperation and understanding.

Kind regards,

Vegashero Team

Hello,

Thank you for your answer. I have provided new photos what asked for in your website.

Verifying says in website that everything is done and my account doesn't need verification anymore but still I am not able to make withdrawal.

Dear aleksimikael,

Thank you for the reply.

We would like to inform you that your account is verified, and you should be able to withdraw your winnings.

Could you please provide us with more details of the issue? In case if possible, please provide us with screenshot of the issue.

Thank you for the cooperation.

Best regards,

Vegashero Team

Hello,

Thank you for your reply.

My account may show as verified, however withdrawals are still blocked by the operator.

When attempting to withdraw, I receive the message:

"Withdrawals blocked by operator."

Please see the attached screenshot demonstrating the issue.

I kindly request that the withdrawal restriction is removed and that I am able to withdraw my balance normally.

Best regards,

A***

Dear aleksimikael,

Thank you for the patience.

We would like to inform you that the relevant team is working on the request. Once there is any update we will inform you immediately.

Best regards,

Vegashero Team

Hello everyone,

My name is Michal, and I am taking over this complaint since Peter is no longer part of our company.

Dear Vegas Hero Casino,

Could you give us an update on the situation?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Vegas Hero Casino,

I am setting a last timer. If the issue won't be addressed or solved by then, I will be forced to close this complaint as unresolved.

Dear all,

We truly appreciate your patience.

We would like to inform you that the account was verified on 06.06.2026, and we are working on the withdrawal requests. Once there is any update we will inform you immediately.

Best regards,

Vegashero Team

Dear Vegas Hero Casino,

Thank you for the update and for your willingness to resolve this complaint. We are looking forward to hearing from you.

Hello,

They have paid now some of withdrawals, but they declined last 2 of 375€ withdrawals, total of 750€. For no reason again.

Dear all,

Thank you for the patience.

We would like to inform you that the last withdrawal request was successfully completed from our side on 03.07.2026, and there is no remaining balance to be paid.

Best regards,

Vegashero Team

Dear aleksimikael,

Let me know as soon as you receive the last payment, so I can close this complaint as resolved.

Yes they have paid it.

Dear aleksimikael,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal V

Casino.Guru