Dr Vegas – Closed Account and refused final withdrawal

Ruling

Found for the Player - While we do understand DrVegas' frustration at the length of time it has taken to verify this player, we cannot view refusing to accept documents now as a valid justification for non payment. As a result DrVegas casino have been moved to Not Recommended status.

Read our DrVegas Casino Review.

Player's Complaint

This has been a longstanding dispute in which Dr Vegas have closed my account and are refusing to pay out. Their reasoning is that I didn't submit verification documents within 7 days. I have historically submitted the requested documents a number of years ago and have received a number of successful withdrawals following this.

Having won a significant amount (Approx £2250) Dr Vegas paid out the majority of this in £500 increments. The final section they processed but didn't send to me.

At this point, I was not made aware that the withdrawal had not gone through and Dr Vegas didn't ask for any verification.

They continued to allow me to deposit and lose on a number of occasions.

Finally when I realised this hadn't gone through I requested this withdrawal and was asked for verification again. I provided this but was not able to provide a printed bank statement as I had paperless banking. I requested a paper statement from my bank, however they took a number of months to carry out this request. I offered on a number of occasions to submit various forms of address verification to Dr Vegas including other letters from my bank, credit card statements and even letters from the electoral register. However none of these were suitable. Over a number of months I spoke with Dr Vegas and at no point did they indicate that they were unhappy to allow me to wait for this paper bank statement to arrive.

When this finally did arrive, I sent Dr Vegas the statement. At this point, they told me that the terms and conditions had changed and that I now had to submit documents within 7 days, or my account would be closed.

My issue is therefore firstly that these terms were not in place when I initially won the money and requested the withdrawal. Secondly that Dr Vegas at no point informed me that this was the case and there had been a change in terms. Finally, despite this, I offered to provide alternative forms of verification and Dr Vegas continued to allow me to deposit money.

I have a chain of emails that I've had with Dr Vegas. Please let me know where I can email this to as it is fairly long and if there's anything else that I can help to provide in terms of evidence or clarification.

Thannks

[EDIT]

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