The player from Ontario had had an issue with an online casino, as her account had not been verified despite her providing all necessary documents, which had resulted in a pending withdrawal of $3500 since February 13, 2024. We had requested more information about the documents and the player's communication with the casino. After some time, the player's account had been verified and the funds had been successfully deposited. The issue had thus been resolved, and the complaint had been marked as 'resolved'.
firevegas Casino - Player's withdrawal delayed due to account verification issues.
Amount: Can$3,500
firevegas Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
I have provided all of the required documents (including having my bank print out a bank statement stamped with date) 2 forms of ID passport and license..
They are still refusing verification..
I have 3500 dollars pending since Feb 13 2024
They asked for another document and ended email, we SHOULD be able to verify your account
Something is very wrong here,I have used other casino sites in the past and never had any issues with the verification process
Thank you
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8 months ago
Dear sandimckay17,
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 take KYC lightly.
- Could you please advise which document the casino requested in addition to what you already submitted?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,
Tomas
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8 months ago
hello tomas, i have sent an email with more information in regards to this situation...
thank you and i am hopeful everything works out
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8 months ago
wanted to update...my account has been verified as of this morning..
will update once withdrawal goes through..
thank you
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8 months ago
update...funds have been deposited...i suggest being patient with firevegas for verification...it took some time compared to other sites, but once verified there shouldn't be any issues with withdrawals...
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8 months ago
Dear sandimckay17,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
