MGM Vegas Casino - The player's withdrawal is delayed.

I've been trying to withdrawal for about a month now. I've jumped through every hoop, verifying everything. Now they've ghosted me. I get no response to emails and I log on to go to customer support and no one is ever available.

Hello melindajo07,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MGM Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you speak  to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, thank you for your quick response!

I got the KYC verification all clear on either the 7th or 8th of January. (I initially submitted the first round of documents the week before Christmas.)

I made a $30 deposit at the end of October. The deposit came with a 400% or 500%, match bonus. (It's been long enough I don't remember the exact bonus percentage)

The last time I spoke with the casino was Saturday when they were finally able to verify my Bitcoin address (I tried the wire transfer at first but got the run around with that so switched it to Bitcoin) and the said it would go to final review. I sent an email back asking how long the process would take but got no response. I logged in with the intention of asking customer support but it said that no one was available on Monday and again Tuesday before submitting this complaint.

I understand that sometimes things take time. That's honestly not my main complaint. It's getting the run around and the apparent inability to answer a simple question. Each time I've sent an email I would get a response within 24 hours. (Most less than that) But now that you've all my personal information, you quit responding? That just doesn't set well. If it's going to take another month (while honestly that would irritate the shit out of me because come on it shouldn't take that long) it is what it is...just say so, I'll deal with it.

Am I wrong?

Thank you for your time and cooperation. If you have any other questions please let me know.

Hello melindajo07,

As long as you have verified your BTC address only a few days ago, I would definitely recommend to wait for the money to arrive.

Regarding the casino support, there isn't much we are able to do with their response time. Many casinos have outsourced customer support and they may cover multiple casinos at once which prolongs the response time.

Dear melindajo07,

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.