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

I won in their casino using free spins, to which I fulfilled their wagering requirements and with the remaining 120 attempted to make a withdrawal.

I provided all of the verification documents requested, and waited.

During the time waiting for my withdrawal, I deposited multiple times (using neosurf) as I had been enjoying the games.

I received a rejection and they requested that I send in a photo of myself holding my ID. Which I did to the specified security email.

Week after week I have been rejected saying they are missing this photo, but I have proof that I have sent it over and over again.

One night I decided to continue to wager those winnings, and ended up over 300 when I decided to try to withdraw again.

The chat option has not been available to me (Although it was at first) and I am not receiving responses to my emails.

Today I am unable to log in, getting a "maintenance" notification. I asked my friend to try to log in and she had no issue, but on top of that the chat option was available to her.

Dear lindsaygander,

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.

Do I understand correctly that verifying your selfie seems to be the only obstacle standing between you and your winnings? Has the casino approved the rest of your documents?

Additionally, if there is any other communication between you and the casino, please forward it to kristina.s@casino.guru (or you can post it here). 

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,

Kristina

Hi Kristina! Thank you for responding so quickly!

I wish I could say the verification seems to be the only issue, however as I said in my first message (as of yesterday, November 10th) I am no longer even able to log in. It doesn't say my account is terminated, but that the "site is down for maintenance".

I joined on October 12th, and I have an email stating I was fully verified on the same day (I uploaded the 3 main items they requested).

I made deposits on October 13th, 14th and 17th of $30 neosurf vouchers each.

On October 20th I received my first rejection, requesting a selfie holding my ID, which I fulfilled on the same day via email to the security address I was given by the online chat.

The following week, in October 27th I received my second rejection. To which I replied again with all requested documentation including what they ask for on my profile just for safe measure.

I received my last rejection on the 2nd of November with the same reason as the previous two, which is that "we are missing your handheld picture ID." Again, I sent over all information to both the security email and the support email.

After the second rejection I contacted their online chat, and during that conversation the chat option disappeared from my dashboard. I am no longer able to contact them from the website, but anyone else can (I have had 3 separate people now create accounts to see if the website is "under maintenance" for them (it's not) and if they can access the support chat (they can).

I have attached as well a screenshot from my inbox showing all of the outgoing emails fulfilling their requests, and absolutely no response from them minus the automated "rejected your withdrawal".

I reached out to them again yesterday with every document requested, and asked that we resolve this issue cordially before I am forced to go public with my complaints.

Again today, I am still unable to access my account.

I really don't like to complain or shame a company publicly, but I really have been backed into a corner here. I am getting no response, strange and erratic behavior from the website, and all after depositing.

I can email you proof of the vouchers as well if you'd like. Checking their balance through neosurf it shows where it was redeemed (I also have screenshots of this)

Where I was told to send the final document:

First submission of requested selfie:

Second and third:

All of the incoming and outgoing messages (a thread):

Please let me know anything else you need.

Sincerely,

Lindsay

Oh goodness! I completely forgot! I believe they mightve had bonus spins to begin with, I'm unsure, but to play a promotion they had of getting a mystery prize from a pumpkin you had to deposit $25+.

So I did that! Im actually fairly certain it was from a Mastercard? (prepaid, as my personal visa will not allow online casino purchases)

But I cannot confirm that as of right now, as I cannot even log into my account to view my transaction history.

Anyhow, I just didn't want forget to disclose something. I want to be completely transparent so that we can work through this together and get it resolved.

I would be happy to walk away and never bother them again if they would just fulfill my withdrawal.

Still waiting on a response for my withdrawal and still unable to access my account.

Thank you very much lindsaygander for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you.

Hi Tomas. Still no response from them, and I'm still unable to access my account and get a "site is under maintenance" notification.

Hello lindsaygander,

I apologize for the late reply. I will assist you with the complaint from now on. I didn't notice anything unusual about the documents you provided. I'll contact the casino in order to learn more.

Extra Vegas Casino,

Could you explain why lindsaygander can't access her account and her withdrawal request wasn't processed yet?

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.

Hello,

Kindly note that the account is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Extra Vegas has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Extra Vegas may block regular or tournament play and/or prize distribution.

I've attached evidence in the email. Let me know if you've any other questions.

I haven't created multiple accounts!!! And I submitted my information for weeks while still being able to access my account so that makes no sense. Not only did I continue to access my account but I continued to deposit. So you claim I was committing fraud (I wasn't) but wasn't fraudulent enough to stop taking my money?

I don't even care about the winnings at this point, I just want back what I put into this fraudulent casino that they never intended to honor!

Hello all,

Dear lindsaygander,

the supporting evidence from the casino shows another account was created from an email address similar to yours using the same personal information. Both of these accounts also claimed at least one bonus.

Extra Vegas Casino team,

could you explain if lindsaygander is eligible for any refunds on her deposits made since the verification process began?

Similar to mine? The same information? I would like to see this "evidence" or how that is even possible.

This is so infuriating. I never made multiple accounts!

Without explicit permission from the casino, we cannot share this evidence, unfortunately.

Hello,

Unfortunately the account is not eligible for refunds. The last deposit was made on the 17th of October.

If it's MY info as they say, then why can it not be shared with me?

This all seems to be connected as a scam together. I know I didn't create multiple accounts, and I know I attempted to withdraw for weeks while still depositing and accessing the site. So after two months they're pulling this non existent excuse out of a hat and you're backing them up on it. Where is the consumer protection here?

If there were multiple accounts, why did they continue to ask for more documentation (that I provided each time) instead of removing me immediately?

I'm telling you, I didn't create multiple accounts.

Hello lindsaygander,

After your win and since the verification started, did you use your deposits to play? I am referring to these deposits:

I made deposits on October 13th, 14th and 17th of $30 neosurf vouchers each.

Also, could tell us what is your current active balance?

Much appreciated!

I have no idea what the current active balance is exactly (because they blocked me from using the site stating "maintenance" and NOT that I've breached any conditions), but the withdrawal I attempted to make first was $120 on the evening of October 12th (I have text messages including a screenshot of the withdrawal on that day) On that same day I uploaded all of the documents on their website that they requested to which i received an email saying I'm verified. Deposited for the next week thinking I was getting a payout but was rejected on the 20th.

Over the next few weeks I realized that they were scamming me and stopped depositing. My last request for a withdrawal was for $300, after I said "well whatever" and started playing with the 120 balance again and more than doubled my initial request.

I checked that website EVERY day over the course of those weeks and was always able to access it.

It wasn't until the 8th or 9th of November that I was unable to access my account with the "maintenance" excuse notification.

Thanks, lindsaygander, for the detailed explanation.

Under these circumstances, I am afraid we won't be able to help you any further. We can't force the casino to return you your deposits or winnings. Casinos have a very strict policy regarding multiple account cases that have been used to claim bonuses.

Please note the casino is currently operating without an official license. For situations where you have any issue where you can't come to an agreement with a casino directly or via an alternative dispute resolution service, It might be a good idea to look for a casino that has a valid license. In such cases, there is at least the option to contact the casino's regulatory body and ask for assistance.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.