123 Vegas Casino - Player’s struggling to complete account verification.

I truly wish I read your website about this casino and its unlicensed status. I made a $250usd deposit with the signup bonus in June with no max cashout and a $6k WR. I wagered $56k playing exclusively slots and managed to reach a $10k balance and proceeded to initiate the withdrawal process on 7/25. I've since submitted my credit card, ID and filled out their forms twice. Their KYC department cited my credit card wasn't clear and asked me to resend it. So I did. I've heard nothing back and I've continue to chase to ask for an update every 3-4 days and I never get a response.

I've reached them via chat and I am repeatedly told that their KYC department is wanting me to resend the docs, so I do. Still no response and no update.

As an unlicensed casino I understand there is little you can do to help, but if my complaint helps spread the word about how this casino operates, I do feel it is helpful to the player community.

Dear Tmaster,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela,

Thank you for your response. I do understand that while the KYC process can take awhile, they are not responding to the documents I've sent. No response to my follow up emails, and no feedback. There is also no phone number to call.

Within the 1st 10 days of submitting my docs I got an email saying the picture of my credit card was rejected and to resend. So I took high resolution pictures and sent them a month ago. No response since.

The only channel I've been able to speak with anyone is their chat and they only respond with that they will expedite. I still hear nothing back.

Thank you very much, Tmaster, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Tmaster,

I am so disappointed to hear you have been waiting so long for verification of your account. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a 123 Vegas Casino representative to join this conversation and participate in the resolution of this complaint.

Dear 123 Vegas Casino,

Could you please state why the player's account has not yet been verified and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Tmaster,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Kind regards,

Stefan

We’ve reopened this complaint at the request of 123 Vegas Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Interesting. 9 months so far.

Dear Tmaster,

I am so sorry, but we haven't heard back from the casino representative. I am afraid we will have to close the complaint as "unresolved" again. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I wish I could be of more help.

Kind regards,

Stefan