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

I played at this Casino 123VegasCasino, completed all of the wagering requirements, tried to withdrawal $100, which is the maximum amount that I can withdraw, but when I tried to verify my address, they gave me nothing but the run around. They keep saying that my Bank is a Virtual or Prepaid Bank when it's not and I even had my Bank verify that they are NOT either and was still denied my withdrawal request. Next I emailed another Bank Statement which was from Bank of America and these people had the audacity to tell me that my statements looked edited. I have told these people that I live with my family and I don't have any Utilities that are in my name. I have provided them with 6 Bank Statements from 2 different banks and keep being denied. I mean it's only $100 but it's MINE that I won fair and square!!! It's like they're just finding any excuse not to pay me!!!

Dear cookieschild76,

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 and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Is the casino trying to verify your home address, source of funds, or payment method? Do I understand correctly that this missing document seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?

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,

Kristina

Hello,

Yes they have already approved all of my other documents. My address is the only thing that they're claiming they're not able to verify when I have sent them several documents that verify my address. They keep denying everything that I send. I have sent them my Bank Statements around 10 times, but they keep rejecting it saying that my Bank is a Virtual or Prepaid Bank when I even had my Bank tell them themselves that they are neither Virtual or Prepaid and are a real bank like Bank of America or Wells Fargo and they still had the audacity to reject that. I've sent my United States Postal Service email from Informed Delivery that shows the mail I receive day to day, and they rejected that. I have told these people over 1000 times that I currently live with my family and do NOT receive any Utility Bills in my name. I have sent them over 25 Bank Statements. I don't know what else to send them, but I know I better get the money that I've won fair and square and have been waiting on since March, 2023!!! This is beyond ridiculous!!!

Thank you very much for your reply, cookieschild76. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear cookieschild76,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.