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

I won and they have acknowledged that I have won. They asked for me to verify my identity in order to withdrawl. I have verified with my drivers license but no matter what utility bill I send they keep telling me they cannot see my name and address clearly. I have sent several different ones and each one they keep saying the same thing and then canceling my withdrawl. You can clearly see my name and address and the date on every picture or file I have sent them but they refuse to accept it and pay out the $100.00.

Dear ChasKay,

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.

Do I understand correctly that the quality of uploaded documents seems to be the only obstacle standing between you and your winnings? Could you please forward any relevant communication and supporting evidence to petronela.k@casino.guru?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear ChasKay,

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.

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

Hello there,

Thank you ChasKay for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MGM Vegas Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear ChasKay,

Your KYC was verified on 19th April, 2023.

Kind Regards,

MGM Vegas Casino

Dear ChasKay, can you confirm that your account has been verified?

Thank you in advance!

They sent me an email stated they were sorry for the inconvenience I have caused their team and that my identity has been verified thru their kyc. I got back on my account to put in for the withdrawl yet again to find they reattached my winnings to a playthru of $4500.00. Which I had previously already completed and obviously had the $100 free of any and all playthru and all stipulations and rules were followed. So as of now I cannot resubmit my withdrawl request. I sent them a response email trying to address this new issue to see if they will comply with the previous withdrawl request or if they would kindly take the already completed playthru back off of the already completed $100. Just awaiting their response.

I now got an email from them stating that I am in violation of their terms and conditions because after they denied my withdrawl at least twice and the money was being processed for a 3rd time they sent me an email for another bonus. So I was still hoping this casino was legit and maybe they sentbit to me for my troubles. I got on and did the bonus code just like it said to do, then done my playthru, of course no win that time but then they had denied my withdrawl again and deposited the $100 back into my account. That's when I reached out to you. Well after they told you they finally verified my identity and sent a rude email saying they were sorry for the inconvenience I caused their team but that my kyc was finally verified. I go back on to start the process for a 4th time and see they reattached a play thru to it. When asked about it they said I was in violation for taking a second bonus when not allowed. It was obviously allowed when they sent me the email to claim it, allowed me to claim it thru my account and allowed me to play thru it. They had expected me to keep going and play thru the returned withdrawl as well but I didn't. It actually wasn't even denied till after I finished that bonus and bit was denied for bogus kyc excuses. So now they are refusing to pay based on the fact that after I followed all the rules, was not in violation when every withdrawl attempt was made but somehow became in violation for an offer they brought to me after the fact, that somehow voids all winnings made before the supposed violation. Can they actually do that? I could see if it was after a violation but I was with the rules, terms and conditions when all this started and never would have attempt another bonus had they not sent me an email offering it to me and allowing it to work on my account. Most casinos won't send you a prompt for it nor will they let you have it if it's a violation.

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.

They keep sending me emails stating they will not pay out even though I was in no violation and competed all requirements per their terms and conditions and playthru for the first 3 times I tried to withdrawl. According to them, they consider me in violation for accepting an invitation from them for a bonus code after my withdrawl was pending for the 3rd time. All that seems to count is that by accepting their invitation for a bonus code I went into violation which allows them somehow to put money that has already went thru everything and was eligible for withdrawl back on a playthru, that I am required to playthru, bring my account down below $5 and then deposit money before I can withdrawl. Which makes no sense because I cannot withdrawl if I'm required to play thru the $100 all over again, not allowed to cash out anything I win from it, have to play it till there's nothing in order to withdrawl ?nothing? I could see not being able to withdrawl after the violation but I can't see how they can go backwards on money that was free and clear and only denied on bogus reasons because they didn't want to pay, not based on anything I did. So I doubt they will respond, just repeat the same thing they keep emailing me which I believe is just copied and pasted. Thank you for trying casino guru.

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,

Peter