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

After meeting all the required playthrough and providing all the necessary documents, they are refusing to pay me my winnings. At first, they told me that my water utility bill is an acceptable document for verification purposes, but after I provided it, they changed their stance and claimed that it's not sufficient.

I strongly believe that they are using this as an excuse not to pay me because I won off a no deposit bonus code. It's incredibly frustrating because I followed all their rules and played fair and square, yet they are not honoring their end of the deal.

Their customer service has been unhelpful and unresponsive, and it's evident that they don't value their customers. I wouldn't recommend anyone to use their services, and I caution others to be wary of their shady business practices.

Dear Rwg120283,

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

Do I understand correctly that the water bill was the only rejected document? Has the casino approved the rest of your documents? Have you provided all the water bill in the correct format? Were all the necessary information clearly visible (full name, address, issue date, etc.), and was the document less than 3 months old?

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,

Kristina

In response to your questions no it was not the only document that was not accepted I also submitted a turnpike bill and my insurance bill along with the ones I obviously know they weren't going to accept but I decided to send it anyways was my physician bills and tax forms and W2 all current within under 90 days I've submitted PDF and non PDF I also id verification has been verified already its the address what they repetitively reject water bill is current. Now what I don't understand is why they don't have a problem taking your money all day without verification. I mean we hand them our money without asking for credentials which is a bigger risk then vice versa, only difference is they're a business. They can easily ask for a selfie to match my id. But to finalize this reply yes I was very thorough and did it all correctly and it's only this casino that's giving me issues and the only difference is the fact that I won on a no deposit bonus code. And also I use Bitcoin which they should be more lax about.

Thank you very much for your reply, Rwg120283. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes I will send you all the evidence I have give me one min. Because now they arent even saying anything about my kyc now theyre say in some off the wall nonsense literally. Ill show you.

So MGM just sent me another one of their typical emails again when I've already had my ID verified but not my address. I will forward you the email.

Thank you very much, Rwg120283, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Rwg120283,

I've just reviewed your case and am sorry to hear about your struggles with the verification procedure. 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 what are the reasons for rejecting a water bill the player sent to you?

I'm looking forward to hearing from you.

Kind regards,

Natalia

I am eager to hear a response with a mediator present. I know there's got to be some kind of professionalism amongst this casino and I hope we can get some of their support training adjusted or policies fixed, because I have too much sufficient evidence supporting my case. And I am 100% willing to change my bad review if they're willing to fix this not just for me but for any other patron who faces this in the future. I've read the terms and conditions and policies so rejected a document that falls in to their requested requirements for the reason of we can't accept your water bill is plan out of line. Like I said this can all go away and get your reputation in tact if you do right by your patrons. There's too much competition out there to be having these negative marks against your casino. I know when I realized I can get screwed I turn to guru and trust pilot before I made a deposit with Yabby or brango and never had these types of issues.

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.

I'm not backing down like everyone else it's about principal now. They messed with the wrong guy. It's funny cause they keep sending me these promotions to deposit this or that and my question to them is why would I even consider handing money over to A casino who requires account to get verified in order to withdraw but they won't verify my sh$t

I've even gave them my Comcast cable bill now too that theyve rejected

Hi Rwg120283,

I have tried to contact the casino repeatedly but had no success. 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