FreddyVegas Casino - Die Gewinne des Spielers wurden noch nicht ausbezahlt.

I requested a withdrawal on July 12th, and they asked for documents to complete KYC validation on the 13th. Today is the 20th, and the account verification still hasn't been completed. When I contacted customer support, they said they couldn't process the withdrawal until the verification was finished. When I submitted the documents, they said I would get a response within 48 hours. It has now been 12 days since the withdrawal request, and the answer is always the same: they apologize but say they have a high volume of requests. This is my first experience with Freddy Vegas, and it has been terrible.

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 NunoCerdeira,

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 NunoCerdeira,

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.

Good afternoon, The situation remains exactly the same. There has been no progress whatsoever; they still haven't even performed the check, and they keep giving the same responses.

Thank you for the update.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

Thank you in advance for your reply.

They said they processed the withdrawl last friday, 24th of Jully, but today is wednesday, 29 of Jully, and i didnt received the money yet in my account. I sent them deveral emails since the and they dont answer. Ill send you all communicatios as you requested. Regards

Dear NunoCerdeira,

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, Ayberk, (ayberk.a@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,

Jean

Hello NunoCerdeira,

My name is Ayberk, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear FreddyVegas Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Ayberk

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 NunoCerdeira,

As we have not received any relevant evidence or meaningful update from the casino, we have no other option but to close this complaint as unresolved.

I understand that this is not the outcome you were hoping for. However, unresolved complaints negatively affect the casino's rating, which may encourage it to cooperate and resolve the issue in the future.

If the casino decides to react, we will reopen the complaint and you will be notified by email.

Best regards,

Ayberk