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I requested a withdrawal of $485 on 10/14.

Up until then, withdrawals were processed normally, but this time it has been about a month and the funds have not yet been credited to my account.

When I made the withdrawal request, the option for VEGA Wallet was available as a withdrawal method, so I used VEGA Wallet to make my request.

However, upon checking now, the VEGA Wallet is available as a deposit method, but it has disappeared from the withdrawal methods. (I’m not sure if this is the case only for me or if it’s the same for other users as well.)

I have inquired with support about three times, but each time they say:

"We will check with the finance department."

"We will contact you as soon as we receive a reply from the finance department." But I have received no further contact after those assurances.

I feel like the casino side has no intention to process my withdrawal, so if possible, I would like some assistance with my withdrawal issue.

Thank you in advance for your help.

＄485を10/14に出金申請しました。

それまでは普通に出金されていましたが、今回は約1か月たった今も着金しません。

私が出金申請した時はVEGAウォレットの項目が出金手段にありましたので、VEGAウォレットにて出金申請を行っています。

ただし、今確認すると入金手段にはVEGAウォレットがありますが、出金手段からVEGAウォレットが消えてしまっている状態です。（私だけなのか他のユーザーも一緒なのか不明です）

サポートに3回ほど問い合わせしましたが、

財務部門に確認します。

財務部門から返信があり次第ご連絡します。と言われて3回ともその後連絡すらありません。

出金する意志をカジノ側から感じないので、可能であれば出金のお手伝いをして頂きたく思います。

宜しくお願いします。

Dear minminzemi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please share a screenshot of your withdrawal request with the status visible?
• Could you please share a screenshot of the available withdrawal methods?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@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.

Best regards,

Tomas

Here is a screenshot of a withdrawal request with its status displayed:

Here is a screenshot of the available withdrawal methods:

I passed KYC a long time ago and have been able to make withdrawals many times since then.

I have used bonuses before, but this time I am withdrawing without using the bonus.

Chat conversations will be sent to your email address.

ステータスが表示されている出金リクエストのスクリーンショットはこちらです。

利用可能な引き出し方法のスクリーンショットはこちらです。

KYCは遥か昔に合格していて、その後何回も出金が出来ています。

ボーナスを使用した事はありますが、今回はボーナス未使用での出金です。

チャットのやり取りは、メールアドレスに送ります。

Thank you very much, minminzemi, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear  minminzemi,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the PachiPachi Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear PachiPachi Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response!

Best Regards,

Romi

Dear all,

Thank you for being so patient. We indeed had some issues with the VegaWallet provider so we couldn't process the payment earlier. However, the payment of $485 was processed from our side this morning.

Please let us know if you have received it.

Best regards,

PachiPachi Casino

Hello all.

Thank you, PachiPachi Casino, for confirming the state of the withdrawal.

Dear minminzemi, please let us know whenever you receive the payment.

Thank you in advance.

Regards,

Romi

I apologize for the delay in confirming this.

When I checked, the money had arrived.

Thank you for your cooperation.

確認遅れてしまい申し訳ありません。

確認したら着金しておりました。

ご協力ありがとうございました。

Thank you, minminzemi, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru