Vegas Wild Casino - Hráč má potíže s dokončením ověření účtu.

I made a withdrawal on 28/03/23 of £200, after sending countless documents. Passport, driving licence, bank statements, bank card, proof of address they finally fully verified me and sent the withdrawal on the 03/04/23. They then ask me a day later to send my marriage certificate as they said the bank will not release funds until I do so. so I did and again all was fine. I then played again this morning and withdrew another £500 and they then asked me to send in my birth certificate, I asked for a screen shot of proof that it had been asked for, which they couldn’t but sent it anyway. I feel this site is a scam!

Dear mrsaj1986,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

They haven’t said specifically no.

They sent the £200 on Monday, I withdrew it last Wednesday. after I was fully verified. They have since asked for my marriage and birth certificate (a few days after) as they said my bank requires it to release funds. They didn’t ask for my birth certificate until straight after I made my second withdrawal of £500 this morning. They are now emailing me as I have told them I have complained to you.

and just to clarify this is for the first withdrawal of £200. They today sent an email to say that the 200 was "re-sent" today so apparently now another 5-7 buisness days

Thank you, mrsaj1986, for the update. If the withdrawal of £200 was resent please allow it a few working days to reach your bank account. I will check back with you next week and if there's no satisfying outcome we will intervene.

Brilliant, thank you I will keep you updated and about the £500

Can you please reply just to keep this thread open? It’s now been 2 weeks since my first withdrawal and still nothing

hi the £200 has now gone into my bank, but please keep the case open until the 2nd withdrawal of £500 has too. Many thanks

Happy to hear that the first withdrawal reached you already. I will be waiting patiently till you confirm the second withdrawal.

Dear mrsaj1986,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Hi yes I recieved the 500 many thanks

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, mrsaj1986, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru