123 Vegas Casino - Hráč se snaží dokončit ověření účtu.

I've been trying to withdraw my winnings from my sign up bonus. I meet all the requirements defined by 123 vegas themselves. I am having problems with them not wanting to verify my address. They said a bank statement would be sufficient. I have sent then bank statements from 2 separate banks, and sent them recently dated mail from the state welfare office, medical insurance mail, mail from social security, and as if that wasn't enough I also sent them a copy of my lease agreement itself. If anything proves my address, the rental agreement for my apartment should be on top of the line. A copy of the rental agreement is the most provable document that can be provided. It is from the apartment owner themselves with all my information and both signatures. I don't understand why they are refusing to verify my proof of address. There's only one explanation for this and that is that they do not want to pay me. Especially because my winnings are from a no deposit sign up chip, but as due to their own rules and regulations and terms and conditions, they are bound by their own contract and rules to pay me for completing every step and abiding by every rule and being on the winning end. All of this is by their standards and they still refuse to verify me for the sole purpose of not paying me. I don't know who to turn to or what to do to get this solved and make them own up to their own stipulations. Any idea how to get this solved?

Dear ctustin43906,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the Proof of Address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? 

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear ctustin43906,

We have reviewed your profile and seen that you have sent your virtual bank statements for KYC verification. Kindly send your regular bank statement to get yourself verified.

Kind Regards,

123 Vegas Casino

Thank you, 123 Vegas Casino, for your assistance.

Dear ctustin43906,

Please follow the casino's instructions and keep me informed about any further developments. Looking forward to hearing from you.

Dear ctustin43906,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.