Grande Vegas Casino - Player’s struggling to complete account verification.

I recieved a free bonus on christmas day. I wagered the bonus funds and i made a deposit just after to help with the verification process. Now the casino dont reply to my emails and dont live chat we will get to a point and then they dont reply and i get cut off.

Dear 2darryn2,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Have you redeemed any free bonuses from this casino in the past, please?

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

Dear 2darryn2,

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.

I was told that my drivers licence was not upto standard because it doesnot have my full nameand only has initials. So i have sent my identity document off and i should hear back from them in about 3 days

Hello 2darryn2,

Have there been any developments since our last conversation, please? 

Yes everything seems to be good. Account is verified now im waiting for them to process my withdraw

Withdraw successful

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, 2darryn2, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru