Vegas Baby - Non-Payment of Funds
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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.
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