Vegasino Casino - Pelaajan kotiutukset viivästyvät ja estetään.

Hi! I played on that casino site about a month ago and I won 20,000 euros there. I tried to make a 500 euros withdrawal, which they canceled and eventually blocked my withdrawals. At this point, documents were required. It took about a week for them to send me a list of the required documents and since I sent them, it has been over a week. It feels like the casino is deliberately delaying the process.

My withdrawal was canceled on April 17th.

I received the list of documents on April 28th (I added them the same day)

The situation is still a mystery and it is already May 6th (over a week has passed since the documents were added)

I'm getting a little tired of this waiting and obvious procrastination. I'll upload a few more documents below.

In the discussion, albert also stated that "note that it says that your account does not need verification". It still blocked withdrawals.

Hei! Pelasin kyseisellä casinosivustolla n. kuukausi sitten ja olen voittanut sieltä 20000e. Yritin tehdä 500e kotiutuksen jonka he peruivat ja lopulta estivät nostot minulta. Tässä kohtaa vaadittiin dokumentteja. Meni n. viikko kun saivat laitettua minulle listan vaadituista dokumenteista ja kun laitoin ne, on mennyt aikaa yli viikko. Tuntuu että casino viivyttelee prosessia tahalleeen.

Nostoni peruttiin 17.4

Dokumenttien listan sain 28.4 (lisäsin ne samana päivä)

Tilanne on vielä mysteeri ja päivä on jo 6.5 (yli viikko mennyt dokumenttien lisäyksestä)

Vähän olen jo kyllästynyt tähän odotteluun ja selkeään pitkittelyyn. Lataan vielä alle muutaman dokumentin.

Keskustelussa myös albert totesi että "huomaa että siinä sanotaan että tilisi ei tarvitse vahvistusta". Kotiutukset se silti on estänyt.

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Dear Heto91,

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 can 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.

To better assist you, could you please answer the following:

• Did you achieve your current balance with the help of a bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please let me know which documents you have already provided?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Jean

Dear Heto91,

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.

Hi! Withdrawals have started and my documents were approved. No worries anymore. 🙂

Hei! Kotiutukset ovat lähteneet liikkeelle ja dokumenttini hyväksyttiin. Ei mitään hätää enään. 🙂

I am happy to hear that your account is fully verified now and that withdrawals are not blocked anymore.

Could you please confirm that it is okay to close the complaint as resolved?

Dear Heto91,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru