BillionVegas Casino - Player is struggling to pass the KYC.

Hi, peatically and for 8 days I have made the withdrawal request and it is canceled. They asked me for various documents and I sent them, then they asked me for a bank statement showing the transitions made on their casino, and I sent them, I re-apply the withdrawal request and it is canceled again. I try to send emails, but they don't reply anymore. I chat on the site and they tell me to send a selfie with the identity card, I send it, the next day they cancel the withdrawal again. I go back to chat and they tell me to repeat the request this is the right time, and it has been going on for 8 days.

https://billionvegas.com/casino/home

Dear billyplay,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. (or alternatively post it here).

Lastly, I would like to inform you, that this casino hasn't been added to our database yet and it can lead to a small delay in resolving this complaint. Your patience and understanding are highly appreciated.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi, basically I only have the emails where I sent the documents, and then other emails where I asked why they cancel the withdrawal, but they never answered me. I don't have chat screens.

Thank you for your reply, billyplay. Do I understand correctly that the whole amount of withdrawal always returns back to your player account?

Would you be so kind and clarify whether you accumulated your winnings with or without an active bonus?

I have not accumulated any winnings, and I have not used any bonuses. Yes, the withdrawal is canceled the day after the request is made

If you haven't accumulated any winnings, what are you trying to withdraw, please? Your deposits?

Yes, I have accumulated winnings for a total of 1000 euros, I did not understand the question.

Thank you very much billyplay for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello billyplay,

I looked at your complaint and will do my best to help you. I would like to invite BillionVegas Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hi they finally checked me and paid me

Dear billyplay,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru