MGM Vegas Casino - Player's struggling to complete account verification in the casino.

i won on a welcome bonus the first time that i ever played at their casino and completed the playthrough and then some over 14000 in playthrough from the 150 free welcome chip.

they did not require a deposit to claim my winnings but they will not approve the kyc documents that i have sent. they will not accept my bank statements because i use a credit union as my bank. which makes no sense because it is a real bank and i have a checking account and a credit card with them so why that is not acceptable is beyond me.

So i then sent in my union work dues payment information that i have to pay monthly it has my name address and the dateon it also thatit have been accepted at multiple other casinos for their kyc.

so why are they not accepting it at this one doesn't make any sense at all. its not a big amount only 100 dollars.

They will not respond to any of my emails but will join the chat on the site just to tell me that my verification is not complete yet? can you help to resolve this issue please?

Dear Mikeydee707,

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.

Do I understand correctly verifying your payment method is the last obstacle before the verification process is complete?

Did the casino give any reason why they won't accept your documents?

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,

Tomas

they said they don't accept bank statements from credit unions for some reason? it is a actual physical bank with a headquarters it is just thatnit has the best rates and account options.

thenni have sent my only other bill that is in my name that comes in the mail and they wont tell menif it is good enough or not i have sent it multiplentimrs to the link they gave me.

rhe first time i did it was somehow received by a different casino but they accepted it and said it was sufficient to them. i would like to know how one casino gives me a link of where i need to send my PERSONAL INFORMATION and yet it is not handled well or professionally if a different casino is responding to the email i sent to their link or address the give out.

in a shorter terms they will not give a clear response as to whatbis going onnand why the delay of this magnitude is happening.

Dear Mikeydee707,

Could you please send me the justification you received from the casino for review?

Has the casino offered any alternative ways for you to withdraw your winnings?

My email is tomas@casino.guru

they just keep canceling the withdrawal request and sending this over and over and when i try to respond it says that the email address is invalid?

it just keeps goingnin circles since may 15 it has been this revolving door of the same nonsense.

the documents i have sent in have been approved and accepted at every other casino except this one andbthey will not give ma a clear answer on why ? i have included all the documents i sent to them in this email also maybe you can help to let me.kmow why they wont accept them? i dont have anything else thatbis in my name all other bills are in my wifes name.

Thank you very much, Mikeydee707, for providing the necessary information. 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 Mikeydee707,

I've just reviewed your case and am sorry to hear about your struggles with the verification process. 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 why the documents provided by the player were not accepted?

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

Kind regards,

Natalia

Dear Mikeydee707, have you been informed by that casino that you also need to provide proof of address? The casino representative wrote to me that you've been requested to provide it by KYC team to complete verification. Can you please advise if you already did it?

yes mamm and that is the one part that they keep refusing they keep saying that i am not sending them a complete copy i have no idea what they mean i am sendi them the exact thing that comes in the mail for me to my home it is complete but yey wint accept it i dont know what to do they are turning me in circles for 3 months now.none of this is good enough for them for some reasonit gas everything they said is required on it my name address the date. what else do they need?

Dear Mikeydee707, so far we haven't received any updates regarding the reasons for not accepting your documents for the KYC, I'm waiting for a more detailed explanation from the casino representative.

In the meantime, could you specify what was exactly the document you provided as proof of address for the KYC? Was it the mail from The United Brotherhood Of Carpenters and Joiners you attached to the thread? I'm afraid, that it's not a typical document for proof of address. Usually, casinos want utility bills, bank statements, municipality bills or government tax letters, something of this kind.

As for the bank statement from Credit Union, the explanation sounded as "Its a financial institute which is why we do not accept it".

I'm setting the timer for another week for the casino and am awaiting an answer via some personal source of communication. Thank you.

Yes it is from the United brotherhood of carpenter's i am a member and requires me to pay monthly dues to stay in good standing.

Why are they saying it is incomplete? are they members also? do they recieve the same paperwork? i dont think they are because if they were they would already know that is how it comes and is 100% of what i recieve in the mail.

What else do they think is there im.not showing them? do i have to send a video of me opening it to show it is the entire item that i get on a monthly basis?

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 Mikeydee707,

I have tried to contact the casino to find out more details 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