Vinyl Casino - Withdrawal of player's winnings has been delayed.

Hello, I play at Vinyl Casino and I deposited some money. I won some money and made a withdrawal of €500.00 (I'm limited to 3 withdrawals of up to €500.00 each). This withdrawal was within the 3 working days stated in the terms and conditions!

After receiving this withdrawal, I made 3 withdrawals of €500.00 (on 31/03, 01/04 and 02/04). After these withdrawals exceeded the 3 working days of the terms and conditions, I've been talking to the casino who always gives me the same information (that I'll soon have the funds in my account, that everything is fine with the account and we just have to wait. They're in the final stages of reviewing it) ... it's been 9 working days and I still haven't received it! They don't process withdrawals at weekends.

Dear Dannimarto7,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hello, thank you and after this complaint I inform you that the casino has already withdrawn my funds! Thank you for the information. However, it was a delay that had never happened before and I've been playing for a few years now.

Thank you

Dear Dannimarto7,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru