MGM Vegas Casino - Player is struggling to pass account verification.

I use both forms of my name Frank and Frankie and they say because they are not the same on my documents that they cannot pay me

Dear Frank,

Thank you for selecting MGM Vegas Casino!

We received your withdrawal request of $800 on 10th May 2023.

We regret to notify you that, based on your ID evidence, our Risk and Compliance team discovered that your first name does not match our casino records.

As a result, you are not able to cash out and are given the option of having your money refunded in our casino.

If you agree, please respond to us so that we may transmit your information to the team, who will reimburse the deposit amount to the cards you used to make the deposit.

Regards,

Payouts Team

Contact Us:

Online Chat (24/7)

E-Mail:support@mgmvegascasino.com

Frank is the short form of Frankie and is used on most of my utility bills - I have a residence in the US (*** ) from which I signed up - and my utility bills there have my short form of my name Frank - I sent them a copy of my bank statement that has my full name and my address, but my CC statements all have the short form of my name Frank

I think that this is a stupid excuse not to pay me what I won - I have been trying to get this money since April 14 the KYC took a long time. with many excuses like the credit cards used were not in focus on the form. - the form date wasn't signed in ink etc. Now its my name is not the same. I hope you can help me out with this

Dear ravenwolf24,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MGM Vegas Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please explain what name did you use in your casino profile?

Did you try to explain the situation with your name to the casino? With what result?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas

As usual I used Frank on the sign up like I do at every other casino. Some casinos have changed it according to my offical ID document (passport) to Frankie. Yes I tried to explain this situation to them many time - on live chat and through emails. I sent them new documents (Bank statement) that has my legal name and address. Still no response from them.

Hello - now they are trying to make me accept the CC reimbursement - I have sent to them photos of me holding my passport and CC's I hope that works. What else can I do? Is there a body that they have to report to or else lose their license?

Hi Tomas - it's been 3 days - whats happening?

Hello Tomas - I hate to keep bothering you but its been 4 days now and I haven't heard back from you - are you having problems with the casino?

Thanks for your patience.

We have hundreds of active complaints, but try to reply as soon as possible within the allotted 7 days limit. Thanks for your understanding.

Unfortunately, the casino operates without a valid license, so there is no authority the casino is subject to.

Do I understand correctly that the inconsistency in your name is the only reason why the casino refuses to verify your casino account? All the other information in your casino profile matches with the documents you provided to the casino?

I'll await your reply.

My casino account has been verified - they refuse to pay out what I won $800 because of the difference in my name (ID Frankie) Casino sign up (Frank) I won this money April 16th - it took me over a month to get my KYC verification done - and then when I made the request to withdraw what I won they hit me with this name BS. I actually won $3070 but since I only deposited $80 their rules say cashout is 10 times deposit

If you have a private secure link I can send you a screen shot of my casino account along with my documents so you can see what I gave them

They told me that their license is in Costa Rica

Thanks for your reply.

The casino doesn't seem to have an active license based on information available on their website, therefore our conclusion is they are not licensed.

Before we contact the casino, please send me the communication between you and the casino or any relevant evidence to my email at tomas@casino.guru

I believe I have sent you everything that I have on this to your email. Let me know if you received it by responding to my email. Thank you

Tomas

Have you received the emails from me?

Yes, thanks for sending them.

In the meantime the casino representative contacted me. While we had not yet discussed the issue, as soon as there are any updates, I'll share them here.

Thank you - will wait for further news

Dear Frank,

for your CapitolOne cards, they are under 'Frank' do you have an ID different from your passport that is under this name?

No since most ID's come from a birth certificate - the only other thing I have with Frank on it is my veterans ID card and SSN - my military records are also under the name Frank - not Frankie

Do you want me to send it to you?

But what is the big deal about abreviated names - I know people that have like myself CC'd in abreviated names - My niece is maried to a guy named Robert but his CC's are in the abreviated name Bob - its a thing here in the US - we use AKA's (Also Known As) I can get my lawyer to draw up a notorized paper swearing I am who I am. But who would I deliver it to? There is no company address or name of a person to address it to. This just a big excuse to not pay me what they ower me - they know it is, or they are really stupid people.

Thanks for the suggestion.

Dear MGM Casino representative,

It seems the player seems to attempt to complete account verification in good faith. Would it be possible to continue with the verification process by providing the documents?

Please let me know.

Yes I just got this email from them 2 days ago

Dear Frank,

Greetings from MGM Vegas Casino!!

We regret to inform you that your ID proof is not valid document. Kindly share valid ID proof and address proof.

We request you to share the KYC details for verification.

A copy of the front and back of any government-issued photo ID (it can be a passport, a state-issued photo ID, or a country-issued photo ID).

Proof of Address not older than 3 months showing player's full name, address (matching the account information) and issuing date (Utility bills such as cable, internet, telephone, mobile, cable, gas, DTH connection, electricity, municipality or Bank/Credit card statement.

If you have any more concerns don't hesitate to chat with us.

Regards,

Support Team,

Contact Us:

Online Chat (24/7)

E-Mail: support@mgmvegascasino.com

So I resent my passport and my bank statement Both show my name as Frankie. I also made the request for them to change the first name on the account to Frankie - so I hope that will not cause any problems

Hello Tomas

They just sent me this email

Dear Frank,

Greetings from MGM Vegas Casino!!

We regret to inform you that your ID proof is not valid document. Kindly share valid ID proof and address proof.

We request you to share the KYC details for verification.

A copy of the front and back of any government-issued photo ID (it can be a passport, a state-issued photo ID, or a country-issued photo ID).

Proof of Address not older than 3 months showing player's full name, address (matching the account information) and issuing date (Utility bills such as cable, internet, telephone, mobile, cable, gas, DTH connection, electricity, municipality or Bank/Credit card statement.

If you have any more concerns don't hesitate to chat with us.

Regards,

Support Team,

Contact Us:

Online Chat (24/7)

What do they mean I sent them a copy of my passport and a copy of my Bank Statement from the bank. Can you ask the Casino rep to look at this? I don't know what else to send them

Dear ravenwolf24,

the casino representative contacted me, the casino already initiated a refund of your deposited funds, and the amount will reach you in several days, despite our insistence to the casino on allowing you to complete account verification in the casino.

Did you agree to this arrangement? Please let me know.

No I did not agree

They owe me $800 - I have done nothing wrong - I played by the rules and obeyed all the terms and conditions - I won $800 and they are keeping this because I use 2 different spellings of my name. This is not right and they need to pay me.

I'll try to convince the casino to reconsider. Could you explain which other specific documents you provided to the casino since the start of the complaint?

I have sent them my CC statements - my passport my bank statements my VA ID card my SSN card my tribal card my telephone bill - all will have my name and address on it - Frank or Frankie - I have no idea what they are looking for? They have never told me exactley what was wrong with my id and address verification. Ask them what the problem was with the ID?

I contacted the casino again, but haven't received a reply since their announcement you were refunded on Wednesday.

I'll keep trying.

I am setting a timer for 7 days giving the casino the time to reply.

I just sent you another email as they sent me one saying my details are not matching so I took screen shots of my casino account and screen shots of my documents side by side and the only thing I can think of is the different spelling of my name but the address is the same and the birthdates are the same and Frank is the same as Frankie as a name so I am confused as to how they can say my documents do not match my casino account.

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.

Well that doesn't help me does it - I have followed all the rules and they still haven't shown me what doesn't match up - they owe me $800

I am sorry, ravenwolf24, but the casino hasn't responded positively so far. Could you please let me know if the refund of your deposits was paid out to you yet? How much were your deposits in the casino?

No refund to my deposits have been paid out - my deposits were $150, $75, $75, $80 for a total of $380

I apologize for the late reply.

The casino representative contacted me saying they are expecting you to provide them with the veteran ID card.

Please send the ID to  kyc@mgmvegascasino.com or support@mgmvegascasino.com

Please let me know about the result. I'll monitor the case closely.

I sent that to them 5 times and to all email addresses - so tell the rep to check

It looks like I fwd that to your email also - check for it

Also they claim to have refunded my money but no refunds are showing up on my cards I don't think they did that

Dear Frank,

Thanks for being with MGM Vegas Casino!

Frank, KYC is a very significant and necessary process that the casino conducts to ensure that money is paid to the right individual. We cannot process your withdrawal since your name does not match the name on your ID evidence, and the names on your ID proof and address proof do not match as well.

As a result, you are unable to cash out, and the deposit money of $380 has been returned on 2023-06-14 to the cards you used to put funds in your casino account.

Do not hesitate to contact us via chat support if you have any further questions. 24/7, we're available to assist.

Regards,

Payouts Team,

MGM Vegas Casino

Yes, thank you I received it.

Although refunds might often take longer, I asked the casino for the status of the transaction. I'll reply when I have more news.

The card company asked me to ask them for the proof they sent it - I have yet to receive that from them also

I asked the casino for assistance with the refund, however, I am yet to receive a response.

keep me posted but I am not holding out for either my winnings or my deposits Lesson learned is all I can say

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.

Thank you for the help - but if they don't want resolve this then I guess its a buyer beware type of transaction - as of today no refund has shown up on the CC accounts and Capital One has told me they have not received any credits from them - and they still have not answered my request for proof that they refunded the money - I checked the account and the $800 is still pending withdrawl. If they had sent a refund that should show up on my account but nothing has

Dear ravenwolf24,

Unfortunately, it seems that the casino stopped responding entirely. I’m afraid there is not much that can be achieved without cooperation from its side.

The casino also wasn't helpful in providing any assistance regarding the refund they promised you.

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 am sorry I could not be of more help on this occasion.

Best regards,

Tomas