BluVegas Casino - Withdrawal of player's winnings has been delayed.

Hello, I'm having a problem with the KYC documents. I sent the required documents on October 13th, but then was asked for documentation related to the payment method. I sent those documents immediately, but they were not accepted. I provided a receipt of the payment from my bank's website. My deposit was made via Rapid Transfer where I entered my bank account details and authorized the transaction via my bank. Now they are requesting a KYC document showing my Skrill account name. I do not have a Skrill account since I made the payment through Rapid Transfer and authorized it via my online banking service. I also sent a message via the chat function, but continuously received the same response that I have to wait 48 hours. I have been waiting and sending messages via chat, but they are not expediting the process even though this issue does not result from any mistake on my part since my payment was made through Rapid Transfer rather than a Skrill account. How can I provide the correct KYC document when my deposit was made via my bank, and not through a Skrill wallet? Could you please assist? My withdrawal request will not be processed unless I provide a screenshot of a Skrill account, which I do not possess. I also sent the receipt I received via email, which is awaiting a response and will likely not be accepted as well. I look forward to hearing from you.

Dear Zorafina,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi, so it's a rapid transfer deposit that doesn't require a Skrill account. Now when I tried to make a withdrawal, they ask for a Skrill account, which I don't have, and the withdrawal doesn't move. The other documents were accepted, but a Skrill account is still required even though I don't have one because I made the deposit via rapid transfer..

Still, one document does not work, I have asked again if this is the right document that works, and I have received an answer from them that it is. The job starts from the beginning every time, and the withdrawal does not progress at all. If it is possible, I will also send you the documents. Would you please reply quickly.

I also asked Skrill's customer service for confirmation that I do not have a Skrill account and that the transfer was made via rapid transfer. The document can be found here, which I also sent to Bluvegas customer service, where he forwarded it again, and didn't say anything about the estimate.

I think it's strange to ask/unreasonable to ask for the wrong kyc document for a week (first they required the skrill account number and said that I deposited via Skrill, even though I deposited via Rapid Transfer, I asked skrill to confirm that the deposit was via rapid transfer, (I also provided this) and now the document has changed bank statement to the document). I delivered the bank statement, which again takes 48 hours to process. This delay is starting to worry me a bit.

The appeal can now be withdrawn, I got my discharge after all the twisting..

Dear Zorafina,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru