Vegas Baby - Withdrawal delay

Ruling

Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.

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Player's Complaint

Withdrawal delay .

I won on a game in Vegas baby on 25/11/2021

I decided to withdraw funds totalling to 7000 GBP.

As I had not played on there for a while in order to withdraw I had to go through a quick verification process.

I had moved address and was asked to provide evidence of this for verification purposes alongside a photo copy of my I.D, unredacted bank statement for the past 3 months and a utility bill.

This was sent off on 26/11/21.

On 1/12/21 I received a message back asking to confirm two transactions a salary pay of 1.1K and a higher payment from another company, which was a benificary payment.

I immediately sent through evidence and confirmation for both transactions.

This was a payslip and a confirmation of payment letter from the company sent on 09/12.

Everything seemed to take 10 working days up until this point. I have asked what is causing the delay and have been told they can’t give me any updates but are working on my documentation review to process my withdrawal.

I have had the same message of :

We hope this message finds you well.

We would like to inform you that the review of your account and documents provided have not been completed yet, please accept our sincerest apologies, the review has taken longer than expected and we understand the inconvenience this may have caused.

We will provide a further update within 10 working days from today on our review process.

We appreciate your understanding and cooperation with this process, and should you have any questions please contact customer support on email or live chat.

Kind regards,

Vegas Baby – Customer Support

This is all I have got since sending the evidence for my transactions.

I feel slightly like I’m hitting a brick wall due to email and messaging the company only to be told 10 more working days for it to be updated as 10 more working days. I understand that these things take time but if I have provided the necessary evidence I don’t understand what is taking so long.

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