Bitvegas.io Casino - Player's struggling to complete account verification.

Having problem cashing out, I couldn't find btc in the list above , but it's 3.2 mbtc , I have submitted documents(utility) and told me that that's not a form of residency, and then told me they would accept the document, but still have not done so

Dear zuzim2334,

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.

Could you please indicate what is the mismatch between the address on the ID you submitted and the information in your casino profile?

What explanation did you provide the casino?

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,

Tomas

I live in brazil for 2 years, been working here and have gained a family here, but I come from the states , My ID says USA, and I asked this casino from the very first day that I joined what is needed for a cash out , I specifically asked , do I just provide my btc address , and confirm the cash out via email, a very direct question, the agent told me to wait and then came back and told me to wait just a little longer to confirm the details , and told me yes that's that's all I needed to cash out , so at the time of cash out I got hit with kyc , which I have no problem doing, but now it's becoming a problem because they see my id is from USA, but I have proof of residency in brazil with energy bill I sent, they told me it wasn't a way to prove residency, they are saying it doesn't match the address in my profile, well I put the address that my id has , which is from the states , only reason I did that , is so it matches if I had to send ID, it would atleast match that, if I would of put my brazil address where I live now, they would of asked why it didn't match the ID I submitted, so I chose the best option I think and that was to have address match id, I feel when I asked about cash out from the start they should of mention this to me , they want to hold players to this high standard of I should of read the rules, well they should be held accountable for answering a question about those rules, when I asked about cashing out they never mentioned this, and again, I don't have a problem with the kyc I'll do it, but to not mention it when I asked weeks ago, and wait until I make a cash out , and then tell me I need kyc, well I could have already submitted the id and utility bill and if they had a problem verifying me 2 weeks ago I would have known not to play here , pretty much I could have tried to submit the documents when I asked about cash out 2 weeks ago and had this problem with 0$ in my account, but instead I'm dealing with it now with money in my account instead of 2 weeks ago when nothing was in my account, and they also told me they would accept the utility bill I submitted and then now saying it's taken out of context

I have gone in circles with this casino, they won't answer questions that I'm asking keep telling me to upload documents and then deny them , they ask for one I upload it and they say it doesn't match ,they even told me to upload my USA utility bill, I been using this bank all my life, but I uploaded it, and they told me it didn't match my ID, which is a false claim, then they tell me that they sent the info to right department, to update address, but when I come back to check on it they tell me the same exact thing , and when I ask which one they don't answer me , and say they comply strictly with rules , but don't say anything else , they have been told my id is from USA but my utility document is from Brazil , and they say ok, and then document I upload is denied , and when I asked them to tell me what request I have in process they don't answer and tell me to upload document again

I understand your frustration.

Were you able to fill out 'the US' as the country in your casino profile?

Could you please forward the recent communication between you and the casino so we have a complete picture of the situation? My email is tomas@casino.guru

Dear zuzim2334,

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.