Extra Vegas Casino - Player’s struggling to complete KYC verification.

This casino keeps on rejecting my Identification (my drivers license & Visa card used for deposit) and documents (my bank statement) to verify my account for withdrawal of my winnings. I tried multiple times uploading all that was required on their casino site and emailed them too after their support chat said to email my ID & Bank statement. Got rejected both ways. I have double checked that my name and address registered matches my uploaded ID and documents and it does. The casino keeps on making excuses and same answers on what I’ve already given them. I feel exhausted by them and terribly frustrated of uploading everything that was required multiple times. I made a deposit and now feel trapped by them as though I’ve lost by their casino and can’t do anything, my winnings of 570 is sitting there. Please help me get my deserved winnings by this casino.

Suzanne

Dear Angeleys14,

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.

Do I understand correctly that none of your documents has been approved? Have you received any explanation from the casino about what is wrong with your documents?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru.  Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina, sorry it’s taken a while to get back to you here. I have since sorted it out with a support agent at the casino, they accepted my verification for now and I made a withdrawal request of 650 to my Bitcoin account (as played a little longer and got it up higher). The withdrawal request has been pending since Saturday, support agent told me 5 business days for them to approve it. Today (Friday) is the 5th business day so I emailed them today about it. They said I will get an email from them to let me know about my withdrawal progress, whether it’s been approved. I’m still waiting for them. Please don’t close this case until they have approved my withdrawal and I receive it.

Thank You,

Suzanne

Thank you for your reply, Angeleys14. Of course, I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment or if there is anything new.

Hi Kristina, I received the winnings but it was only 100, this was because I was playing on their free spins, so even though I made a 25 deposit they took out the 550 I made (as got it to 650). Overall, I’m disappointed with this casino. They said it was on their terms. A learning experience for me and I don’t think I will ever play with Extra Vegas again. There verification rejection and delay was a terrible time for me, did not enjoy it at all. I have made notes for myself to read terms and ask questions with free spins offers from casinos next time to avoid disappointments happening again. You can close this case.

Unfortunately, most free spin bonuses have a maximum cashout limit. I checked the general Bonus T&Cs and I found this:

"2.1.9. Free Bonus/Spins withdrawal limits

Maximum withdrawal amount from free bonus money are as follows:

(i). Basic maximum C$100, ..."

I am afraid that if you played with such a bonus, there is not much more we can do. Please, let me know if there is anything else we could help you with, but if you received the withdrawal according to these bonus T&Cs, we will consider this issue resolved.

Hi Kristina, thank you for your help, it’s much appreciated. Yes, I received the 100. You can close this case.

Many Thanks,

Your Friend Suzy (Angeleyes14)

Thank you very much, Angeleyes14. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.