MGM Vegas Casino - Hráč se snaží dokončit ověření účtu.

Before I completed wagering requirements I noticed I put a typo of one number in my address 12625 130ave when I messaged support to change one number to 11625 130ave they told me to submit proof of residency,so I submitted a bank statement downloaded from my financial institution app(which KYC verified in multiple casinos) but got a response of it not being acceptable,I submitted my lease agreement for my current tenancy,which states all utilities are included, but they replied with same message lease agreement not acceptable, I have also submitted official government medical bill addressed to me which I was told was not accepted I even submitted a Capital 1 MasterCard cancellation letter. which to no surprise was NOT accepted ...after the first few documents submitted they said I needed $250 Or more in my balance in order to cash out I believe I was at $188...so continued spinning and once balance exceeded $250 I submitted another withdrawal but they keep sending the same message in reply documents not accepted ...I DOUBLED my wagering requirement sent wayy more KYC verification than needed and still am getting the run around

Dear msheeler86,

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 serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that a missing Proof of Address seems to be the only obstacle standing between you and your winnings? Have you accumulated your winnings with or without an active bonus, please?

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

Thank you for your prompt response!

I totally comprehend and all for the KYC process ,currently I am KYC verified in approximately 12--15 casinos(with out ANY complications)using only a THIRD of the proof of residency documents that I have submitted to MGMvegas.

I am very frustrated and now worried that the abundance amount of documents/personal information MGMvegas has of mine could be in the hands of TERRIBLE people.

I originally emailed them to change a single digit typo I realized I had made on my profile information. they're response was fast with what thought was simple instructions,submitting proof of residency (MY passport was successfully verified).

I submitted(documents all dated ) my bank statement in both JPEG and PDF format of my printed physical copy after my digital PDF copy was rejected,and I keep getting the same email response back,that it isn't "acceptable" document,even though it says in previous messages what documents they accept.

I have submitted GOVERNMENT lease agreements of my rental property which states utilities are included in my rent(as I have no bills addressed to me at my address). I have submitted a Government health/medical bill, a letter from Capital 1 MasterCard,even a letter from my Childs school!!

All I am wanting is to cash out on the $150 FREECHIP bonus that I have wagered DOUBLE there asking requirements ($8000). I know it's only $100 withdraw,and this is turning into GIANT headache and hassle (I'm sure casinos purposely do this in hopes the customer gives up) but I'm not one of those customers,it's the PRINCIPAL I'm worried about not the amount.

Before this major headache with MGMvegas began,I was entertaining the thought of masking a deposit with this casino(I'm glad I didn't).if they choose to do proper and fair business with me and make things right, I would have no problem making deposits in the future and recommending them to my friends.

Thanks for your time and efforts CasinoGuru!

Thank you very much, msheeler86, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

I have reached out to Tomas.

Thank you. Your help is appreciated!

Hello msheeler86,

This is Tomas, and from now on, I will be assisting you with this case. To help you resolve the problem, I will now contact the casino.

I would like to invite MGM Vegas Casino to join this conversation and participate in the investigation.

Can you please provide us with the reason why you cannot accept any of the player's documents that prove their address?

Thank you.

Best wishes,

Tomas

Hello Tomas,

The player's KYC has been validated, and the player requested a withdrawal yesterday on February 23rd, 2023.

Kind Regards,

MGM Vegas Casino

Thank you, MGM Vegas Casino, for providing the information.

Dear msheeler86,

Can we now consider this case resolved?

Thank you.

Kind regards,

Tomas

I had cancelled the withdrawal to use a different Bitcoin address,status is pending,but it says I need to submit KYC documents,and chat representative also said to proceed with withdrawal documents need to be submitted/verified...seems like nothings changed,still going in circles

Dear msheeler86,

I believe that cancelling withdrawal and changing the Bitcoin address immediately after you have got verified could have raised suspicion, and that's why additional verification is needed. I can only recommend you do KYC once again, and then please inform us about the outcome.

Thank you.

Kind regards,

Tomas

Ok I am new to crypto and the original bitcoin address I gave them I realized payments from gambling online casinos was against there terms and conditions,so I researched and got a Bitcoin address with Kraken which is fine with online gambling.

Dear msheeler86,

I understand. Could you please inform us once KYC is again completed and the payment is received?

Thank you.

Kind regards,

Tomas

Dear msheeler86,

Could you please update us on the current situation? Is your account already verified? Have you received the payment?

Thank you.

Kind regards,

Tomas

absolutely nothing has happened since I had made my withdrawal request and I've got no notifications and when inquiring through online chat support,I am told will be emailed on the progress but I have not heard ANYTHING(as I suspected)

Dear MGM Vegas Casino,

Could you please update us on the current situation? Have you verified the player? What is the status of the withdrawal now?

Thank you.

Kind regards,

Tomas

I have received the payment! Thanks casino Guru

Dear msheeler86,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas