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Vegas Baby - Casino Delay Tactics

Ruling

Resolved - Vegas Baby Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Vegas Baby Casino Review.

Player's Complaint

I have played at Vegas casino for a little as a week and on the 12th of January I requested a withdrawal of £1000.

I kept playing and on the 13th of January I requested again a withdrawal of £4500.

On the 14h of january (the first withdrawal supposed to be already processed) I received an email saying I need to provide some documentation to prove from where I am taking the money I’m depositing.

On the 14th of January(same day they requested documents) I’ve sent them all right away.

On the 18th of January, I get asked for some extra documents which I promptly sent them through.

On the 24th of January (10 days after I’ve been asked the first time the documents) I asked for an update but nothing comes back to me.

Not happy enough, on the 27th of January I get asked for extra documents to be sent.

I obviously sent them on the same day once again.

On the 28th of January, for some reason I get asked for the same documents I’ve been asked on the 27th however I sent them again.

On the 31st of January, vegas “team” unfortunately wasn’t able to locate all my documents which I sent 2 times (in those documents there are very sensitive and personal informations) so they couldn’t go any further until I would send for the 3rd time the documents.

So, I sent once again the documents hoping that this will come to an end as soon as possible.

We are now on the 7th of February and I received this email from vegas support saying

“ Thank you for your wage slip and bank statement.

Please accept our apologies, the review has taken longer than expected and we understand the inconvenience and frustration this may have caused.

Your account is still under review in line with our regulatory obligations. Please allow us 10 working days from today to complete the review and once completed, we will provide you with an update”

Let’s keep in mind, I have sent last documentation on the 31st of December (last Monday) and after 7 days they saying it will take 10 working days?

Also, when I ask the team on live chat about what is going on, or having information, they’re constantly saying they don’t have access to the process, so they can’t give me any updates or explaining what is going on on my account.

With all of this I have my £5500 winning money held into the casino (as the withdrawal request from pending status has been reversed into my casino account) and I can’t do anything, I can’t request the withdrawal and I can’t have any info regarding all of this.

Read the casino review

7 Responses

User icon
thepogg
February 8, 2022

Hi lex700 - welcome to ThePOGG.com.

Please allow the operator time to complete their checks and if you are still experiencing issues after the 10 working days have concluded let us know and we will contact the operator.

Thanks,

ThePOGG

User icon
lex700
February 9, 2022

Thank you for the answer. The 10 working days have now passed from the first time I have uploaded the documents on the 14th of February.

Then they asked for more, which I sent, then more and it keeps going like this.

I don’t want after almost a month of this back and forward conversation to keep going with this documentation. In 2 days will be 1 month since I requested the first withdrawal

User icon
lex700
February 21, 2022

As mentioned above, I was meant to get an update today regarding my account review. I wrote down today on the live chat and the guy on support, guaranteed me I will receive an update within today.

The “relevant team” works from 9-5 Monday to Friday so at 4.57pm they sent me this email

Dear [EDIT],

Thank you for your email.

We do understand this process has taken a lengthy period of time and we apologise for any inconvenience this may have caused.

We are currently in the process of completing your review, and we will provide you with a further update once it has been completed.

In the meantime, if you do have any further questions please do not hesitate to contact customer support on email or live chat.

So after sending my documents several times, last time I’ve sent the documents was the 31st of Jan and they replied on the 7th of Feb saying they’ll take 10 working days to review the documents. It’s now the 21st of feb and they replied with the above email?

Could I please get some help resolving this matter?

They seems to be carrying on with this delay tactics.

User icon
thepogg
February 26, 2022

Hi lex700,

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
thepogg
March 5, 2022

Hi lex700,

Our understanding is that your withdrawal has been processed. Can you confirm receipt of your funds?

Thanks,

ThePOGG

User icon
thepogg
March 12, 2022

Hi lex700,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
March 19, 2022

Hi lex700,

If we haven't heard from you by Friday the 1st of April I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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lex700 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

February 7, 2022

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