MGM Vegas Casino - Player’s withdrawal has been delayed.

Played with their $150 bonus incentive for new players. Cleared the requirements. Followed the T&C. Submitted the requested documents. NO COMMUNICATION. I’ve sent 2 follow up emails, in which they ignore. I’ve spoken to 2 chat reps, one told me 24-48. One told me "wait kindly". After reading other complaints regarding the same issue, this needs to be addressed.

Dear kayrichey18,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Understood. I will follow up at that time. Thank you.

since I filed the complaint here - I did receive correspondence from them. However, they’re blatantly jerking me around. I sent them the ID once, they requested again. I sent a utility bill, my address, my name, recent (this is on their docs as approved for verification). First they said it’s an envelope so they denied. (It’s not an envelope by any measure it is a sheet of paper). Then they said it was a "notice". I responded clearly stating it was a BILL from my county utility company. It’s literally a sheet of paper. Unbelievable really. Copy pasting some correspondence below. The document in reference below never changed - their reason for denial changes. It’s exactly what they ask for. A direct bill with all information from my utility company.

5/18 1:44 AM

Dear K,

Greetings from MGMVegasCasino!!

We are glad to inform you that we have updated the date of birth and verified the ID proof successfully. However, the address proof yous hared is invalid as it is an envelope. We do not accept envelopes.

5/18 8:44 PM

Dear K,

Greetings from MGM Vegas Casino!!

We regret to inform you that we're unable to process the request because the address proof you shared is invalid as it is a notice. Please share the valid documents to complete the verification of KYC.

5/19 2:56 AM

Dear K,

Greetings from MGM Vegas Casino!!

We regret to inform you that we're unable to process the request because the address proof you shared is invalid as it is a notice. We do not accept notices. Please share the bill of the address proof to complete the verification of KYC.

Dear kayrichey18,

Have you received your withdrawal from the casino yet?

No. No correspondence since the last message above telling me my form for verification was invalid

Checking back since I haven’t gotten a respomd

hi Again! Really hoping for some help 🙏🏻

Thank you for your reply, kayrichey18. Could you please advise which documents you have already provided? Was the notice the only rejected document?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

They approved my documents and verified that I have successfully passed KYC on May 21 I logged into the account to find that the account still doesn’t reflect this, and it still showing as though I’ve provided nothing.

I emailed them multiple times.

finally today May 26 they did email me again. Advising for me to request the withdrawal and provide my btc address. I CANT REQUEST, but they never updated the account.

their responses are staggered, and delayed. They’re obviously just stalling and messing me around. They know what needs to be done they’re simply not doing it.

Thank you very much, kayrichey18, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you kayrichey18 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 withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear kayrichey18, I was in contact with a casino representative and they advice you to contact the live chat to help you with the withdrawal request. Let me know if they will be able to help you with your issue.

Thanks in advance!

Dear kayrichey18,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of kayrichey18. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Requested a specific character Bitcoin address, that I’d never heard of. Was finally able to figure it out and obtain the address. Sent it to them, finally received a response and now they’re saying I have to go through the KYC process again. It’s been about 2 months. They hassled me with nonsense to approve the KYC. It’s just a constant effort to avoid following through with payout

Just checking to see if there’s been any movement? Thanks for your help

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 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