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Vegas Hero - Withdrawal

Ruling

Resolved - Both Vegas Hero Casino and the submitting player have confirmed that this issue has been resolved and the player has received their funds.

Read our Vegas Hero Casino Review.

Player's Complaint

I made a withdrawal yesterday morning 14th of April for £300 and carried on playing on the site with money I had left. No message at all about having to verify my account or anything. I then made another withdrawal of £700 later at night yesterday where I was met with a message saying I must verify my account. I was then taken back to my home page of my account where is said my account was already verified. It's frustrating that I had to contact support to be told I must verify my account and the fact they didn't contact me to tell me to do this. I have made 10 deposits in all and from 2 different bank cards both in my name. I just find it strange that it asks me to verify now. And I'm just worried that by reading the reviews it will take a long time to verify me then I still need to wait for my withdrawal being processed.

Read the casino review

4 Responses

User icon
ThePOGG
April 16, 2019

Hi aeden2019 - welcome to ThePOGG.com!

As part of their license conditions all UK licensed operators are required to verify the identity of their players. To date it has been standard practice to do this at point of withdrawal (though as of the 7th of May operators will be required to do this before you are allowed to play). You will need to complete this process before any payment will be issued.

If you are still experiencing problems after you have completed the verification process let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
aeden2019
April 16, 2019

Hi thanks for the reply. I totally understand the verification process. The thing I can't understand is I had a card registered that I haven't used since February on the site. This card is now disposed of and I have a updated card due to a issue not long ago preventing fraud against myself. I made my deposit via paysafe voucher when I made my deposit and won. I made a deposit of £10 from the updated card (bearing in mind it's connect to same bank account i.e same account number and sort code. I then withdrew £300 and carried on playing later on that night with what I had left in my account I won again. I then withdrew £700. Part of my verification process I've had to provide ID which I did with my passport,proof of address which I did with a tax bill,proof of payment which I did with pictures of my bank card and lastly they want me to verify my old card that I obviously have to dispose of as soon as we get my new card. The strange thing is even the email they sent me saying there's something missing stated I need to provide proof of payment used to deposit which again was a paysafe voucher and then my bank card.

User icon
ThePOGG
April 23, 2019

Hi aeden2019,

I've spoken to the operator and my understanding is that this issue had now been resolved and that you've been paid. Can you confirm this?

Thanks,

ThePOGG

User icon
ThePOGG
April 26, 2019

Hi aeden2019,

Thanks for confirming that this issue has been resolved - it is appreciated!

ThePOGG

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Agreement

aeden2019 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:

  • Vegas Hero
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • Genesis Global Limited

April 16, 2019

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