Vegas Baby - I want my money back

Hi Drazil66,

Firstly - This service has not received any communications from this user account, nor the email address associated with, prior to this submission of this complaint.

Secondly - the documentation that you are being asked to provide is both standard and required by law to verify the identity of an account holder asking for a significant financial transaction.

If your passport has expired you can renew it. If you do not pay utility bills, you can request that your bank posts a statement to you. These are not insurmountable issues and you will need to provide the requested documentation before we would look to intervene in this matter.

Thanks,

ThePOGG

Hi,

I have no intention of travelling abroad in the short to long-term future. Travelling isn't my forte, especially not now that vaccines and passports are required.

I am singlehandedly looking after my sister who is medically retired with a neurological problem and have been sleeping and working in her living room for now into the 22nd month. She hasn't been outside since match of last year. We are both stuck her for the time being because she is unable to walk. I have not been able to return to my flat because my sister doesn't wish to go into residential care. Anything I say here can be confirmed by Vegas Baby. I provided them with more than enough information. If the bank writes to me the letter will go to my flat, so that isn't a practical solution.

Hi Drazil66,

Passports, whilst serving as ID for travelling, also serve as basic government issued ID used for many purposes.

Passport applications can be managed online.

I'm sorry to hear about your personal situation, but this does not preclude you being required to provide ID like any other customer in this situation. You will need to provide the requested documentation before we can do anything to help you.

ThePOGG

I never expect special treatment and I find it both fascinating and laughable that both you and Vegas Baby imagine to yourselves that this is my desire. It is something that those who imagine themselves as powerful do knowing that if it pleases them they can choose to bend or apply the rules. That said, will passport be sufficient, or will you require some other documentation once you have received it as proof of ID? I will have you know that the reason why I am unable to go home is because the social workers are looking for a reason to put my sister into residential care, which is something she does not desire to happen to her, and so, it would be very decent of you to use your power justly in understanding the situation. And no, I cannot get someone to look after her while I go to my flat. In almost two years no one has offered or volunteered to do so, and have in fact cease contacting us. Let me know if the passport is all you need from me.

Hi Drazil66,

I'm sorry to hear you feel that way and I am sorry to hear about your tough personal circumstances.

However, you are looking to us to pressure the operator to disregard a standard security verification requirement. That would be looking for an exception beyond that which other players receive and as such would by definition qualify as "special treatment".

The operator are legally obligated to conduct this type of verification check in specific circumstances - one of which is large payouts. While I understand your frustration, your personal situation does not in any way change the legal responsibilities of the operator.

And as I have already pointed out, applying for a passport can be done online. No-one has asked you to change your current personal routine.

We are not the party conducting the verification. I am simply providing guidance about how we would recommend you go about resolving the issues you are experiencing. The only party that can confirm what the operator will/will not require is the operator. However, I can state with absolute certainty that no gambling operator will knowingly accept an expired passport as proof of ID.

Thanks,

ThePOGG

Vegas Baby actually stated via email that they would accept the expired passport which I know and which I told them is not a valid document, nevertheless, for the record I uploaded it from my documents and it was promptly rejected. They then said they would accept my birth certificate which is at my flat. You tell me exactly how stating facts qualifies as me requesting special treatment? I have everything logged in writing. I only contacted you because The Malta Gamimg Authority referred you. I wasn't aware you lack the power I assumed was yours. I ask again, will you require anything else besides the passport?

You have stated that the ID is Expired.

We may be able to accept it if provided with a Birth Certificate in a separate image

Sent 20 January 2022 at 21.11

Hi Drazil66,

You are a UK citizen. The MGA license is not applicable to you in the first instance as the UK has its own licensing system which Vegas Baby are subject to. Where we do anything to assist you, we are doing so as a goodwill gesture and would appreciate your communications retaining a polite and respectful tone given that fact. If you are unhappy with our response, you are free to take your complaint elsewhere.

No operator will ever verify a document without having seen it. If an agent has told you that would happen, they have communicated poorly.

If you cannot provide your birth certificate, the expired passport will not be accepted. This brings us back to updating your passport, which you can do online without having to leave your current place of residence.

Once you have received your new passport and submitted it to the operator, let us know and we will follow-up with them.

Thanks,

ThePOGG

Right, so I will renew my passport and get back to you then..

Slight problem...

In order to renew my passport I will need to return the old one which is at my flat along with my birth certificate.

Please advise...

Hi Drazil66,

You can apply to replace a lost or damaged passport without having to return an old passport. So there are mechanisms to manage situations where you cannot access your old document. You would need to contact the passport office to discuss with them the management of your situation.

I need to be absolutely clear at this stage - if you cannot provide valid government issued ID to verify your account we will not be able to assist you. The legal requirements in this situation are not something that can be changed even where we were inclined to argue for them to be. While I sympathise with your personal situation, we cannot find solutions to the unique set of circumstances you find yourself in. This is something you will have to achieve via the appropriate agencies.

When you have submitted your passport let us know and we will contact the operator on your behalf. Before that there is nothing we can do to assist you.

While I've been away (my mother died) there seems to have been developments. Just went to upload my information and saw Vegas Baby is closing down. Wow!

Hi Drazil66,

I'm sorry to hear of your loss.

Are you now in a position to provide your passport?

Thanks,

ThePOGG

Hi,

Thank you.

I now have my expired passport. My friend gave it to me this Saturday afternoon. I hadn't been well for two weeks hence the delay getting hold of the old passport. I was also given some other documents and when I logged in to upload my birth certificate I saw the notification informing that Vegas Baby was closing on March 23rd (my birthday ironically) and that I should request a withdrawal of funds within 30 days, so before April 22. I have done that, but unsure now if the passport will actually be required, given the circumstances. My intention is to go ahead with renewing it on Monday if required. I'm sure they will let me know.

Again, thank you.

[EDIT]

Hi Drazil66,

The operator informs us that your withdrawal has been processed. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

Hi Drazil66,

I'm following-up on the above?

Thanks,

ThePOGG

Hi Drazil66,

If we haven't heard from you by Friday the 6th of May I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG