BillionVegas Casino - Player's verification in the casino is delayed.

Scam site. Everything went okay until verification. I then communicated with them by email and sent them everything.

Then they've just stopped responding. After EIGHT emails without reply and ONE MONTH, chat support still says I cannot make a withdrawal because of a lack of verification. Chat support pretend they cannot do anything, write more emails, and that I should wait for a reply that never arrives.

Dear jochez,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you further questions, so I better understand the situation.

Could you please advise if your account is still open? Is the transaction currently still pending in your account?

Have you accumulated your win using an active bonus?

Thank you in advance for your reply.

Best regards,

Tomas

Dear Tomas,

Yes, my account is still open. I could still play with the funds but I won't do that until I know whether I can trust the casino. The account is still listed as pending, starting from the end of January. I've tried to restart it with a smaller amount, hoping it'll get their attention, without luck.

There's no active bonus on the account.

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

Dear jochez,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear BillionVegas Casino,

Could you please state why the player's withdrawal account has not yet been verified?

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’ which may negatively affect its rating.

Dear jochez,

We are trying to contact the casino representative, and this might take some additional time. I will extend the timer by additional seven days.

Thank you very much for your patience.

Kind regards,

Stefan

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan