English in United States
Declined - This player has withdrawn their consent for us to act on their behalf. As such we have discontinued our involvement in this issue.
Read our Vegas Baby Casino Review.
I joined Vegas Baby on the 11 November 2021.
I made 3 withdrawals totalling £830 without any issue. Before withdrawing I checked to see whether I needed to provide anything to verify my account and it said no documents were required at this time and the withdrawals were duly processed.On the 13th November I submitted a withdrawal request for £1,200. I received an email asking for the following documents to verify my account: Proof of Address / Proof of Identity and Proof of Payment. I had no problem with this and submitted the documents.
I submitted a redacted bank statement for my proof of address as I did not wish to share certain personal information and this was rejected. The Vegas Team provided me with alternative options and so I submitted my credit card statement in place of the bank statement and this was accepted. The account was verified on the 19th November and I was told that the payment had been passed for processing which normally takes up to 72 hours.
I still have not received the funds despite exchanging various emails with Vegas. They have also sent me 3 emails asking me to provide my Santander bank statement - I do not have a Santander account! They have subsequently asked for the correct statement which I have challenged as I provided an alternative for the proof of address. I wrote 3 emails to them on the 3rd December which they have not responded to. I asked them in the email why they now needed the bank statement as I had provided an alternative, accepted, option for proof of address. I also stated that I did not believe they were complying with UKGC regulations in asking for further information as a condition of my pending withdrawal. As I say, they have not responded.
Please, please can you help.
They either don't respond to me or do not answer the question I have asked and I am continually going round in circles with them. It feels like they are using stalling tactics not to pay out. On the system, the original Proof of Address request is still sitting there with a rejected status awaiting a further upload. I asked them to remove this as they had accepted an alternative and verified my account. They said they can't remove it and that it didn't matter as my account had been verified however they are continuing to ask for another upload of the original. It makes no sense.
Thank you for you help.
Hello. Thank you. I don't think we can assume that. They have not confirmed that this is what they are looking for despite me asking the purpose. I believe because I sent a bank statement originally for proof of address and because they have not updated the system,
they are still asking for it. If I had sent the credit card statement originally, I do not believe they would be asking for my bank statement now. Also, asking for this after both the withdrawal request and also after they verified my account when they had plenty of time to do this initially I don't believe it's fair or in line with UKGC regulations. I have provided my bank card which has been approved. I notice on your site that they was a very similar complaint last year with considerably larger funds at stake and this was settled without the bank statement being provided. It sets a precedent. I appreciate that they can ask for source of funds but they should not be making it a condition of this particular withdrawal. As I said, I believe they are only asking for it because it was previously rejected as proof of address and still showing as pending on the system.
I'm sorry you feel that way, but based on over a decade of managing complaints for players the assumption is an effective certainty.
Only partial information on any other case is in the public domain. As such no other case has bearing on your claim based on your interpretation of what has occurred from the public complaint report.
You will need to comply with the request before we can do anything to assist you.
I notice on many reviews about this organisation that it is common place to ask for documentation when a withdrawal is requested. However, even when all documentation is provided and the account is verified they then ask for more and more information. Many people are saying and feeling the same; that these are stalling tactics to get out of paying. People have become so frustrated they have walked away.
My issue is that it is not within UKGC regulations to ask for additional information as a condition of the withdrawal when they could have done so before. (especially as everything that was asked for at the time of the withdrawal has been provided and verified). If possible, this is what I would like you to address with them on my behalf.
They have not answered the three previous emails I have sent!
Their practice is surely questionable and certainly not my experience at all of a reputable gambling organisation.
My level of my spend is not even high to give any cause for concern.
I still truly believe that they are seeing on the system that an upload is required for proof of address for the rejected bank statement (and this is what they are asking for again) and not taking into consideration an alternative has been provided and verified. I do not believe it is to do with source of funds or they would have requested that on the system in the same way as they did the other documents under that specific category.
Further to my last post. On checking my VB account, they have declined the withdrawal and placed the funds back into the account. I will send them another email to ask for confirmation of exactly what is required and why it is required and then I will come back to you to update.
Re my earlier post. I subsequently contacted VB to ask why they have declined my withdrawal and returned the funds to my account. They have responded to say "I can see your Address document is Approved, the Address document you see as Rejected was a previously Rejected Address document sent. At this time, we do not require further documentation however if required, you would be e-mailed. Your account is currently under review in line with our regulatory obligations, unfortunately your account is blocked until the review has been completed.
Once there is an update or once this process has been completed you will be contacted by the relevant team via email. "
This is the exact wording they used weeks ago when I queried why they hadn't processed my withdrawal, having received and verified all of the requested documentation to enable processing of the withdrawal request. They then started asking for the bank statement that was previously rejected as proof of address, now they are saying no documentation is required.
I asked "Please can you tell me why you were asking for a document last week and now you are saying no document is required at this stage as my account is under review. Weeks ago I was told the account was under review and then emailed asking for the document and now it seems we have gone back to the original position.
I would like an explanation of what is being reviewed, why my account is now blocked and why you are sending emails encouraging me to log on and bet when the account is blocked!"
I do not think it is acceptable not to respond to a customer (several emails unanswered), ask for incorrect information on more than one occasion and then put their account on hold without informing them and also conduct a further review without informing them. Also, not to give any indication whether this is still the original review or another one. I cannot get a straight answer whatsoever. All they do is continually quote that they are registered and regulated and following UKGC regulations (which is not wholly correct in my case) and say they can't give any further information.
If I had done something illegal or demonstrated dubious activity I could understand the need for a review of my account and this level of scrutiny but that is in no way the case. I deposit and withdraw to and from one card only (for which I have uploaded a copy to them) and I am not a high gambler. My account is verified and yet I'm being told yet again it is under review but no reason given.
The number of bad reviews online about VB really gives cause for concern about their operating procedures and behaviour. They may be registered and regulated however they are not demonstrating good operating practice. They won't even provide a number to call someone, saying that I have to communicate by email and chat. When I asked about their complaints process, they told me to email my complaint to the Vegas support team and they would escalate. You can't get past the front line which is always a bad sign.
I'm sorry about the long rant like post. I am just extremely frustrated. I joined the site and placed a bet in good faith and was lucky enough to win some money. I have done everything they have asked to have my account verified which they confirmed has been done and yet they won't pay out. That is wrong.
I really need advice on the way forward please.
To address your various points:
i) Other cases are non-relevant to your claim as has already been stated.
ii) The UKGC regulations do not in fact prohibit operators carrying out further verification checks at point of withdrawal. This is a common misconception. In fact, anti-fraud/money laundering laws will require licensees to conduct a variety of checks depending on various risk factors associated with any given accounts activities. These requirements - relating to overarching legal requirements that all businesses are subject to in terms of preventing fraud and the funding of terrorism - would supersede any guidance given by the Gambling Commission.
iii) As is explained in our Complaint Guidance there are a variety of situations where an operator may not be able to discuss your account further until various security reviews have been concluded. You will need to be patient and wait for this to happen.
Many thanks you for your response.
The points above are accepted.
Is there a timeframe in which I should reasonably expect a response from them?
This depends on the specifics of what exactly is going on and as such we could not give you an exact answer. However, we will pursue the matter with the operator in 31 days if you have not received further information.
I have decided not to pursue this further. My emails to them go unanswered and then when I chase they take days to come back. Even if I managed to get the issue resolved I don't want to deal with this type of organisation. I simply don't trust them. I have asked them to close the account.
Thank you for the information you provided.
You must be logged in to post a comment.
Vegas Baby - Non-Payment of Funds
Posted by Cline2049
December 6, 2021
Cline2049 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:
December 6, 2021
Hi Cline 2049 - welcome to ThePOGG.com!
The operator are clearly conducting a Source of Wealth check. You will need to provide an unredacted bank statement.
Once you have done this, let us know and we'll follow-up with the operator.