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So I deposited and lost over 2500 €. 3 times I had a profit of € 1000 and wanted to cash it out !!! Every time they blocked payment option on my account and they always wanted more documents from me. This is an excuse not to pay off !!! Last time on a game won 150 € but disappeared due to technical trap. I reported it but they blocked my account with a profit of € 400 and my documents were wrong

Also ich hab über 2500€ eingezahlt und verloren. 3 mal hab ich etwas gewinn von 1000€ gehabt und wollte es auszahlen lassen !!! Jedes Mal sie haben Auszahlung Option auf meinem Konto gesperrt und.sie wollten jedes Mal noch weitere Dokumente von mir . Das ist eine Ausrede damit sie nicht auszahlen!!! Letze Mal auf eine spiele 150€ gewonnen aber wegen technische Falle gewinn verschwunden. Ich hab es gemeldet aber sie haben meine konto mit etwas 400€ gewinn gesperrt und meine Dokumente als falsch

Dear Ali,

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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Regarding the technical glitch, could you please forward any supporting evidence to petronela.k@casino.guru? 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,

Petronela

So I find that cheating when still trying to save time because of documents. This provokes players to get back the outstanding payout, to continue playing and to lose !!! And or block the payment option constantly and await further documents. You can already tell that it is intentional. When I spoke to Mr. Adrian on the phone, I explicitly said that I am not alone. They played the same way with almost everyone. I sent documents again! Impudence

Also ich finde das betrügt wenn immer noch versuchen wegen Dokumente Zeit sparen . Damit provoziert Spieler ausstehenden Auszahlung zurück holen weiter spielen verlieren!!! Und beziehungsweise Auszahlung Option ständig sperren und erwarten noch weitere Dokumente. Mann merkt schon das es absichtlich ist. Ich hab ausdrücklich beim telefonisch besproche mit Herr Adrian gesagt dass ich nicht alleine bin . Sie haben fast mit alle genau so herum gespielt. Ich hab nochmal Dokumente geschickt! Frechheit

I have sent all documents again, all new photographs are very sharp and visible. But I am sure that you can find another way out as an excuse so that time can disappear again.

Ich hab alle Dokumente nochmal gesendet alle wieder neue Photographiert sehr scharf und sichtbar sind. Aber ich bin mir sicher dass sie wieder eine weg als Ausrede finden können damit wieder zeit verschwinden konnten .

Thank you very much Ali for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Ali,

I looked at your case and understand your situation. Could you please upload the video to some free online service like WeTransfer and send me the link here: peter.m@casino.guru? In the meantime, I will contact the casino and see what can be done.

We would like to ask the VegasPlus 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Ali,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without the help of the casino. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. As a last resort you could contact the Curacao Gaming Authority (complaints@curacao-egaming.com) and submit a complaint with them. It's not the best license out there, but they might be able to help. Please let me know how the gaming authority responded (my email address: peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter

We’ve reopened this complaint as per the casino's request. We received this email from the casino:

"Hi Ali,

we investigated your claims and our CS took a look at your account.

there were some technical issues regarding your documents and it has been resolved.

I was advised by CS that your VIP level was increased to VIP silver due to your successful deposits.

Let us know if we could assist you in any other issue

All the best

Jerome"

Dear Ali, can you confirm your issue was resolved?

We assume the issue was resolved but since we haven't heard from the player, we are rejecting this complaint.