Hi guys im new to this so any advice is much appreciated. I have been in hospital coming up for 5 weeks now with covid. I had started to feel a bit better so decided to log into my Vegasbaby account that i signed up for in January to play a few games. Back in January i was asked to send ID and proof of address before i was able to deposit. I did this and everything was verified. I made a few deposits back then but didnt win so hadnt been back on until just over a week ago. I made around 4 seperate deposits and won £1000. I decided to withdraw £800. The next day i recieved an email saying I had to upload proof of ID. I went onto live chat and explained I had back in january and it was verified. I was then told it was verified in error and had to be uploaded again with loads of different documents. They wanted proof of my bank account i deposited with in January despite that account being closed and a new payment method being added to my account. I explained I was in hospital so did not have access to old statements. They refused to accept this so I have spent the last 6 days whilst in hospital gathering all these documents by contacting my old bank etc. The documents were rhen rejected several times for apparently being poor quality or the wrong format. After what feels like a hundred live chat conversations and emails back and forth all my docs were funally approved today and live chat said my withdrawal will now be processed. I have now recieved an email saying I have to complete a telephone verification call before the process my withdrawl. I already explained several times I dont have my mobile with me, only my ipad and that i would struggle on the phone as im on hi flow oxygen. I asked if they could video call me via skype or zoom and they refused. I have no idea what else to do I cant even get someone to bring my phone as i have my house keys with me at hospital and due to current covid regulations there is no visiting allowed. All my documents are verified should'nt this be enough ?
Not paying out
Oh, I'm really sorry about your situation. The truth is that what you provided should be enough, on the other hand, the verification calls are a very common method. I actually believe that the issue might be that you logged in from the hospital - have you been using wifi? That could flag your account as a potential fraud and multiple accounts holder since there was probably another player logging from the hospital into the same casino.
I believe that this is just an unfortunate situation. I also believe it must be difficult for you to do the verification call due to your health condition, on the other hand, the casino probably heard many similar excuses from people who pretended to be someone else.
I'd recommend you here to set a loss limit in the casino for a week to make sure that you can still play in the casino, but you won't lose your winnings. Then you can do the verification call when you feel better. Yes, it's annoying to wait for the money, but I don't think you'll manage to speed up the process 😕
Get well soon!
Hi thanks for reply. I use my own wifi dongle. They must know im not pretending to be someone else as I had to send a picture if myself holding my ID and I also asked them if they can video call me as well to see I am in hospital in a pretty bad way. Its just frustrating that all my ID was already verified then because I made a withdrawal request it all suddenly gets rejected and their excuse was it was approved in error. I have bent over backwards to provide everything they askrd for and have screenshots from live chat saying as soon as everything I sent had been checked and verified my withdrawal would be processed instantly but now its being held yet again.
I found a complaint submitted against a casino that's related to Vegas Baby: https://casino.guru/royal-slots-casino-player-s-struggling-to-withdraw
The complaint has been unresolved, because the casino has "no reaction policy" to complaints, but my colleague mentioned The Independent Betting Adjudication Service (IBAS) on this link: https://www.ibas-uk.com/ so you can alternatively try to submit a complaint there.
Anyway, as I mentioned earlier, I'd do this after the verification call and when you do it, I recommend you to recorded in case they claim you said something wrong in the call and they won't pay you due to it.
