Vegas Hero Casino - general discussion (page 11)

I can only guess how things will go from here, but as I said, as long as you haven’t broken anything, there shouldn’t be any problems. If any do come up, be sure to let me know, and we’ll look into it together.

They charged me the first €2,400.

I'm glad to hear that. Let's hope it stays that way.🙂

The vip manager has been telling me for 5 days that my withdrawals are being processed in the financial department and that I will get my money tomorrow because today is a holiday. Now he tells me in a private message on what's up that "for some reason you have been asked for identification" ... please help me get my money!

If the casino has asked you to verify your account, you'll need to complete that first. Do you know what they asked you for? Be sure to focus on that and send what’s needed.

If that doesn’t work, then we can try to help you.

After all, you said you’ve already received some money, so helping you right away probably isn’t exactly what’s needed.

I have sent everything! My VIP sent me a message after 4 days telling me that the money will be deposited, that identification is needed. I go into the profile and it does not show anywhere that identification is needed. However, I sent all my proofs and documents to all the company's emails on my own. Then I talk every hour on the chat and they tell me that I will see the money soon. Every time they tell me the same things. It doesn't work anymore. I want to take legal action.

Can't you help me?

So what’s the deal, then? You say you’ve already verified yourself. On the other hand, you told me that VIP told you in a private message you still need to verify something. So are you verified or not? When the manager sent you that message, did he tell you what you need to verify, or what’s the situation?

Of course we can try to help you, but what I meant to say is that if it’s within 14 days—whether it’s a withdrawal or verification—we’ll have to wait until that time has passed. 

The VIP told me it needed some kind of verification but he doesn't understand the reason.

I logged into my account & there is no indication anywhere that verification is needed.

However, I have sent everything and have not received any response anywhere. In the chat they tell me that my withdrawals are constantly being processed and I will soon have my money & they never mentioned it to me for verification. I sent all the documents again without telling me what is needed. Also, I have requested a withdrawal since Saturday and it is Friday. They make fun of me every day.

So if that's the case and you don't know what to do, please submit a complaint using this link.

Our team will be happy to assist you.

The VIP has also disappeared.. who, while I have asked him some things, never answered me & sent a message at an invalid time and did not respond again for three days.. he still has not responded.

I have filed a complaint..

Required documents for verification must be uploaded only through the website, using the Document Verification Service. You can find it in the "Settings => Verification" section of your account.

but they won't let me verify my identity. For days now, my account has been showing an indication that no identification is required.

However, the chat tells me that I was asked for identification, I sent all the emails and documents. But it tells me that it is only done through the website.. but on the website there is no indication to upload documents because it simply does not ask me for verification!

I understand perfectly. In that case, the casino must manually approve it so that you can upload some documents and complete the verification process. However, if that’s not the case and you’re not receiving any information, submitting a complaint is a good step.

I firmly believe that we’ll manage to resolve this somehow and that everything will turn out well.

I have sent documents to the support department myself.. but I don't know 🙁 no one has responded.

The VIP manager has had to respond for 5 days.

I understand that getting an answer and figuring out how the whole situation stands would at least reassure you a little.

But I believe that our team will be able to help and assist you.

We will do our best to make that happen.

There is no one I can talk to.. only in the chat where they say the same things to me every time..

Then take a break and focus solely on your complaint. It won't help if you keep messaging them every day and don't get any answers—you'll just end up getting frustrated.

That's what I'd recommend.

What should I do? I'm disappointed. Tell me what my moves should be.

Let us handle this and try to help, and you can take a little break. I’d try contacting the casino once every few days, not all the time. That’s what I’d recommend.

Today after how many days, the KYC department sent me to upload the documents to the page. I went in to upload. I uploaded all the documents. Then I was asked via chat to upload my address and ID again but I am not able to, as the indication that I need identification disappeared.

In the chat they told me to send them to the support department. I've sent everything for days now. No progress.

In addition, my withdrawals were blocked pending identification.