MGM Vegas Casino - Player is dealing with KYC and information issues.

I joined this casino recently and made a deposit even though their site was slow as anything. My deposit went towards a match bonus and a free chip. while playing with the free chip i asked how much wagering i had left and they told me i need to submit a whole bunch of docs in order to receive the answer. about 5 days later they finally respond and tell me my bday is incorrect. my bday is 2 double digits, very hard to mistake. the month and day are the same and the year is the same. they also start asking me for a ton of personal info but still wont disclose how much wagering i have left. i went back into chat and chat tells me that they never received any docs. and that i only needed to send those original docs that i sent, so i copy and paste as much of the message as will allow. and will enclose the rest of this convo.

Alwin, Support Agent



Visitor

how much wagering do i have left?

i sent the docs that were originally requested and still have not received an answer

Alwin

Welcome to MGM vegas casino

Could you please help me with your User Name, Registered Email Address and Phone Number?

Visitor

[hidden by Casino Guru]

Alwin

Please allow 3-5 minutes while I access your account and guide you further.

Visitor

ok

Alwin

I have seen that your KYC was not yet verified.

It is mandatory to verify the KYC to go further for a withdrawal process.

I haven't heard from you, Are we still connected?

Visitor

yes

i sent in the paper work that i was told to send in

then they asked for a lot of personal things and did NOT provide me with the wagering info

as promised

so i'm asking you

bc i wrote them back immediately and no response as per usual

i'm reporting this to the casino forums rn bc you guys are playing games

Alwin

I see that we haven't received any document from your end.

Visitor

yeah you have

and you guys responded to them

so dont tell me you didnt receive it

just tell me how much wagering i have left

my docs were sent last week

and u guys received them last week

Alwin

We need the following documents (KYC) as a part of our compliance and security:

- Government-issued picture ID (Driver’s License/Passport/State ID),

- Recent utility bill showing your full name and address (not older than 3 months)

-Completely filled the Credit Authorization form

You can get the form here: https://www.mgmvegascasino.com/caf-auth-form

Please ensure that your details which are shown up in the documents are clearly visible, legible, and match the information on your account.

The documents need to be sent to the email address - kyc@mgmvegascasino.com

Visitor

did thst

and sent it

sent it june 25 at 4:47pm

you guys responded on 6-29 at 6:35pm

saying you received it and there was a conflict with my dob

nah

my bday is [hidden by Casino Guru]

Alwin

Please wait for a few minutes and let me go through your account.

Visitor

doesnt get easier than that

oh after u said you didnt receive it? gotcha

Alwin

I rechecked and we haven't received any documents from your end.

Visitor

lol

am i able to send screenshots here?

KYC-MGMVegas

Thu, Jun 29, 6:35 PM (1 day ago)

to me

Dear J***,

We appreciate you choosing MGM Vegas Casino 🙂

We received your KYC documents and see that your date of birth does not match our records. We request that you reply back to us so that we can update the date of birth on our end. We also request that you share a full document of your address proof and CAF for cards ending with *8188 in PDF format.

We request that you share a handwritten and handsigned CAF form with card imag

Alwin

Sorry we don't have access to view any files here.

Visitor

of course you dont

i'm reporting your casino

Alwin

Okay do you have any ticket ID?

Visitor

ticket id?

i'm reporting you to the forums and will be following up with your casino regulator. this is crazy

Alwin

Sorry for the inconvenience caused to you?

Can you please resend the documents so that your YC will get verified and

It is mandatory to verify the KYC to go further for a withdrawal process.

Are we still connected?

Visitor

no

i'm posting on a forum as we speak

and this is all to find out how much wagering i have left! i'm not sure how much the disputed amount is bc they only give a runaround.

Dear jaimev33,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you ever find out if the wagering was completed? Isn't it, by any chance, visible somewhere inside your casino account? Was it your first redeemed bonus and attempt to withdraw winnings from this casino?

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

no, they never let me know. i asked in chat afterward too. its not visible anywhere on the site, i had asked that as well. yes, was my first attempt to withdraw. thank you

Thank you very much, jaimev33, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi jaimev33,

I've just reviewed your case and am sorry to hear about your struggles with the KYC check procedures. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear MGM Vegas Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you received the documents from the player? According to the player, she sent it and received the reply about the date of birth mismatch, could you please check this?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

thank you, they still have not let me know how much wagering is left, if any. and not sure if the bonus expires after a certain time but my balance there is $729.84 at the moment.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear jaimev33, though I've been in contact with a casino representative in a private conversation, there have been no particular details for a long time so I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia