English in United States
Declined - This player has submitted a claim to this operator's official UK ADR. As such we will take no further involvement in this case.
Read our Vegas Baby Casino Review.
I joined Vegas baby on 24th of September 2021, I played on the casino site and won £35,235. Then I was kicked out while I was in middle of playing roulette. I had a message on my account stating “my account is temporarily blocked from playing games,contact support to re store the acces”. So I was temporarily blocked from accessing to play,but still had acces to my account so i made the amount above stated withdrawal on 25th of September then contacted casino via live chat and was asked to verify my account,which the requested documents where, driving licence,proof of home adress utility bill and also prove of payment method which was front and back of the card which I provided to them.and this was again done on 25th of September. I had to wait 5-6 days for all the documentation to be verified and approved.
In mean time my withdrawals were still on pending.
Once I was approved the requested documents I was talled then that they require futher documents as I’ve breach the fresh hold on depositing and withdrawals there for they have asked me to provide “3 months of bank statements showing my source of income and showing the transaction to Vegas baby(one click limited) also I was asked to provide 3 months of my pay slip and sorce of funds declaration form to fill,which then I got all the documents and I’ve uploaded all the requested documents to the casino online and also sent them via email. I had to wait for all this to be reviewed and had response back from them almost 8-9 days later.
In the response it stated that they have reviewed and validated the documentation provided how ever in order to meet their regulatory obligations they require some additional from me to complete the review…
They requested for me to provide an understanding of the loan I took out with my bank is regarding and also provide documentation to evidence the loan payment
Secondly they asked me to provide an understanding of the £2000 pound cash deposit which I payed in at my local branch.
And also they’ve asked me to provide any evidence my winnings from different online casino site. Of £16110 which is clearly states on my bank statements the payment out to casino amd Recived from the casino..
As this was too much privacy the requested information they’ve asked and it has nothing to do with the Vegas casino to pay out my funds ,l, Then sent the agreement of my loan that was took from my bank as I stated in the email it has nothing to do with them wheather I pay the bank or not for them to ask me evidence documentation to repay the loan.
As this is very unfair and very frustrating and they are looking for any excuse to approve my funds as I have completed all the requested documents to them along with proof of my salar.
As well as the the stress the put on me the still hold my winnings from 25th off september and they delays from them to respond back to me is awful.
Can you help? What would you advise me.
Thanks in advance.
In total for me to win over 35k I deposited 8100, they also approved my payments that I left in my account and I did withdrawals for £800 on 3rd of October but left out my big withdrawals of 35k on pending.
Yes - I have provided evrything they’ve requested,
I have provided my pay slips and also 3 months off bank statements which clearly states my sorce of funds. In their email they’ve come back to me asking me to provide evidence of my loan repayments which I’ve took out with my bank,which I’ve replyed it has nothing to do with them wheather I pay my loan back or not.
I have provided them the loan agreement that I’ve took as well
If they have requested something and you have refused to provide it, you have not by definition "provided everything they've requested".
Loan repayments do in fact become the operator's concern at this juncture as if your are failing to repay a debt of this nature this becomes a responsible gambling issue alongside an anti-fraud process.
Please provide what the operator has requested and let us know when you have done so.
I have provided them with the loan agreement documentation and also explained them that I was pre approved on my Barclay app and took the loan out electronically I also explained why loan was taken out.
I have provided them with my source of income (pay slips as well). Still since 25th of September it’s in review as they are taking their time. I also pointed out they shuld of asked for request documentation before allowing me and excepting payments from me going above threshold.they even went futher asking about my deposits that I made to my account at my local branch. I have explained all my transactions are monitored with my bank.
I’ve pointed out as they’ve had enough time for the review to be completed as I’ve verified my account and sent all the requested documents. I wouldn’t use their sites ever again all I’ve asked for my own money to be withdrawn
I have over 35k in my account all i want is to withdraw my funds and close my account with them.
They seemed to be trying evry tactics not to pay you out after providing evry documents as it was requested,but they were quick enough to take your money £8200 without requesting any documentations and allowing you to deposit,once I’ve won and tryed casing out that’s when they request all these documents that I’ve provided.
They always put long delays responding back .
Can you help?
Have you provided evidence of your loan repayments?
No I haven’t- as I explained to them that it was done electronically online app as I was pre approved personal loan,amd I’ve excepted it on my app and it was in my account within minutes after excepting it.
So when your offered on your app and if you except the offer it lands within minutes once you do your electronically sign there then.
The amount I borrowed still remains as they have the proof of it on my statements as it’s available if I wanted to make the full repayment back.
If you have taken a loan, there will be a repayment agreement (£X/month). You need to demonstrate what this agreement is and provide the operator with evidence of the repayments being made. If no repayments are due yet, that's fine, but you still need to show the loan agreement detailing where and when loan repayments should be made.
I have done so- it clearly shows on my statements that I’ve provided to them the instalment of loan past 2 months have gone out on evry 27th each month.
It shows on my statements repayments where made by direct debit August and September months.
This information have bin provided along with the agreement.
Can you help??
I have requested evry information as it was requested, I recived email beginning of October stating that they will finish their reviw within 10 working days ,once that 10 days were up they sent me exsact email asking for another 10 days which was finished on 3rd November,the amount of time they’ve had was more then for it to be completed as they are absolutely redicullas and the way they have bin messing with me putting lots of stress …
The amount I’m owed is just under 36k .. I’ve emailed many times I’ve gone on to live chat many times as they are no helpful and all they say they have not much info as it’s under review.
Never seen anything like this it’s absolutely disgusting. I’ve asked for their home number as they say they are only available on live chat and email (which all u get is under review) can u get in contact with them please?
I would appreciate if you could advise me what to do or contact the casino.
I have provided all the information as requested by the casino. I have also received confirmation email from casino that they need 10 working days to review my documents and provide me with an update which was beginning of October…
Once the time frame they were given me has come to an end they have sent me second email stating “it has taken longer then they expected for the review to be completed” therefore they’ve asked for extra 10 working days which was over on 3rd of October.
The amount I’m owed is just under 36k and it’s very frustrating when it comes to pay out as they are looking for evry excuse to delay you.
I have contacted them via email and live chat and stated that the time frame that was given from their selfs has come to an end 3 times now from the first date I’ve submitted all the requested documents.
I have bin treated very unfairly and I’ve request them to update me rather keep extending time frame and putting long delays as there have bin enough time to finalise. For the past 5-6 weeks all I get from live chat is that “it’s in review “ once the time frame given from them it’s over then they request extra 2 weeks and this has happened 3 times now.
I would appreciate if you can contact them on my behalf as it’s unexceptional with their delay tactics.
I have talled them at this stage I’m not interested keeping my account, all I want is withdraw my funds also warne any players to avoid this casino as it seems they are very quick enough to take your money but try evry excuse with long delays when it comes to paying out. It’s disgrace from customer service it is pointless having live chat as they don’t do anything to resolve your issue.
Just an update
When I first signed up with vegas baby on 24th of September 2021 and deposited 18x just over £8000 without verifying my account.
On my last deposit of £280 i managed to build my balance back up to 35,890 then I recived message that my account was temporarily blocked from playing games contact support.
So then I went to withdraw my balance as max withdraw per each transaction was £5k
So I did
Then contacted them via live chat.
I was asked to verify my account upload requested documents under account verification which was
Proof of payment method, I’ve uploaded all requested straight away,After 3 days when I’ve gone back in my account it was verified but all my withdrawals were still on pending when I checked on pending withdrawals.
So I’ve contacted them on live chat and inquired about “why my withdrawals are still on pending”
I was talled the email have just bin sent after verifying my account now they need futher documentations as I’ve gone over the thresh hold with depositing and withdrawing
So they’ve requested
3 months of bank statements (showing transactions to one click limited)and proof af my funds.
3 months of pay slips .
declaration of wealth.
I got all requested documents together and sent them via email.
On 8th of October in their response email they’ve said they have reviewed and validate the documentations provided and at this stage they require additional information to complete the review and once the information they requested is provided they aim to provide update within 10 working days.
The information they requested I provided to them
On 11th October.
I recived response back on 20th October with apologies also stating the review have taken them longer then they’ve expected and please allow 10 more working days to complete the review.
At this stage it is un exceptional the time they’ve had to complete my account,speacialy in each email and continuously asking for extra 10 days once the time comes to an end.
Now on 3rd of November the time frame given on 20th October (10 working days)that was asked for has come to an end yet I’m still waiting for my funds to arrive..
it is un acceptable with their long delays and the way I’ve bin treated unfairly.
They were quick enough to take my money and allow me to deposit just over 8 thousand with out any verification,but since I’ve requested my withdrawals they seem to remember to ask for verification then all other requested documentation to provide.
My first question- are they allowed to let me deposit just over 8 thousand without asking for any verification?
After submitting all requested documents also giving them understanding of transactions in my statements they have extend the time period 3x once the first 10 days comes to an end?
Bare in mind during this process they left my big withdrawals on pending from 25th of September but some how on 3rd of October what I’ve had left in my casino balance I did 2 withdrawals total of £800 that was processed on 3rd of October and paid in my account then on 5th of October I had little balance left that got stuck on pending.
I have sent many emails and put complaint to them as well for them to finalise it, no response what so ever.
I have contacted them thru live chat many times as it’s very frustrating and irritating all they say your account is in review and they do not hold futher information to hand.
I’ve asked for their contact number to discuss the matter on phone they’ve talled me that only contacting options are thru email and live chat.
I have explained to them that I will not be interested to have account with them and at this stage with immediate effect I would like all my funds to be sent to my payment method and close my account.
I will also leave a review and warne all players to avoid this place. It is absuletly disgusting.
What ive experienced with this place it needs shutting down and it shuldnt be on UKGC their licence Shuld be taken.
Can you do anything as I was advised to get in touch with your selfs?
I would appreciate if you could respond as I’ve not had any response from your selfs since 28th October.
It has bin pointless infact stressful to get an answer from your selfs or even bothered to respond to my messages… if you look the last message I recived from your selfs was on 26th October and since then I’ve wrote to you about 6 times and you’ve not even bothered to answer,it’s rude! And you spose to be independent ADR to help me to solve my issues and problems that I’m having with the operator.
How can i move forward with your selfs when there’s no acknowledge from you, it’s bin pointless waste of time. Can you close the case all together there’s no pint bin on here , I’ve even gone futher sent email and had no response to that as well from your selfs,
How rude !
Can you delete all my msgs and account please
I'm sorry to hear that you feel that way however there are a number of inaccuracies in what you have sent through.
Firstly, you are a UK player and we do not function as an ADR in the UK market. Where we help players we are doing so informally and as a goodwill gesture to the player in question. We are not obligated to do anything.
Secondly, if you want to understand where and when you will receive a response I would recommend reading our Complaint Guidance. If you haven't done this, then you will experience unnecessary frustration. We also signpost where and when you can expect response from us in the red box directly above the comment field (meaning that you'll see it every time you look to comment on your complaint).
You are one of hundreds of complainants that we are managing at any given time. Spending time - as I am doing right now - responding to requests for updates when we have nothing useful to communicate to you is simply wasting resources that could be utilised productively for other players. We were still discussing this matter and you would have received a response at a relevant juncture.
Best of luck with whatever steps you choose to take next to address your issue.
I understand that,but atleast you could of come back to me and stated that you have no futher or useful information for me at this stage to help me.
I do understand and have also read the message in the red box,that you will only respond when you have new information,but I was totally un aware wheather your selfs have bin in contact with the operator to get information from them on my behalf.
I just thought that I was totally ignored and felt that we are not moving forward or bin in contact with the operator. I have read some of your responses to other players who also are having same issues with the operators where you have bin in contact with the operator on the player’s behalf to help players to solve their issues.
I was advised to get in touch with your selfs to seek help from your selfs, I was highly recommended by friend to have your selfs involved.
I do thing I have bin treated very unfairly by the operator even tho I have supplied all the information as they requested, I did recive email from the operator at the beginning of October stating that the have reviewed and validated my documents and they request extra 10 working days to complete the review and this was ment to be done around 20th October.
I’ve sent many emails ,I’ve bin ignored!I have bin on live chat, again all I get is reviw has no time limit,
Each time the requests of 10 working days reaches deadline they send exsact same email requesting futher 10 working days. This has happened 4 times now. They seem to be doing all this deliberately so they don’t pay you out. Wish they stuck to their words from their email at the beginning of October.
It’s very frustrating,mental abuse they way they mess you round,speacialy when the amount I’m owed is just under 36k.
I have all this amount pending from 25th of September I have supplied all the information as they requested.
I understand they have to do their checks but no checks last this long after having evrything they’ve requested, and I can see lot of complaints from players towords same operator when it comes to cash out.
I would like to adress my issues to your selfs,can you help to solve it?
In fact, there are several legitimate reasons that verification checks can last this long and in fact significantly longer.
If you wish us to continue to look into this matter on your behalf we will be happy to do so. You will receive updates at the appropriate junctures when we have new information that is relevant to you.
Would be appreciated if you can continue to look into this matter on my behalf please.
I have sent them couple emails asking if there is any reason why it’s taking this long(maybe I can clearify it to speed the process.) They have updated me that they have reviewed and validated documentation and request additional 10 working days to complete the review which was 11th October.
I do understand that these verifications have to be done and I have bin patient during this process as I have bin on hold in total since 25th of september. It’s almost 60 days.
I haven’t read there terms and conditions as I belive it’s all set for the operators favour,
My deposits where taken with in minutes just over 8k without any verification,so it’s very irritating and frustrating when it comes to take your money with out any basic verification but when it comes to cash out they request for all this documentation.
Even after supplied all documentation as requested they still absuletly make you fed up with their delays.
What gets me is when I send email and forward all this to them they get very arrogant and rude don’t even reply back. Only response I get is once evry 10 working days reaching deadline they request additional 10 working days with their automated same email, It’s like dealing with robots.
I do think they will concider it and take it serious when third party involved.
The operator has informed us that you have submitted this complaint to IBAS. Is that correct?
Yes it is thanks
In that case we have to step back as a professional courtesy to IBAS, given that they are the operator's official UK ADR.
Sorry we cannot be of further help.
Thanks for your help.
They are involved .. any chance to remove my comments??
Ever complaint receives a published report. However we will redact any information that could be used to identify you personally.
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necla12 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:
October 16, 2021
Hi necla12 - welcome to ThePOGG.com.
You are being asked to comply with a Source of Wealth check, so establish how you came to be in possession of the funds you gambled with is the point of the exercise.
Have you provided everything that the operator has asked for?