MGM Vegas Casino - Player struggles with document verification for withdrawal.

I submitted my withdrawal request on July 10th 2023, I just want to know why no repkys to any emails but one, and now when I try to chat, it says " Pending until a member reads it" I have sent my ID front and back, and I did send a Chime bank statement but was told not accepted, Well that's the bank I use, how is that not legitimate? I don't pay utilities here so I don't have bills, I sent a hospital bill, I don't know what else to send, this is my home, everything matches. I sent all this to both emails nothing..I did get a free no deposit bonus but I made the wagering requirement, I just want my account verified to send me my $100, But also because they won't reply..Nothing ..

Dear Nichols1976,

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 a missing Proof of Address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

Yes I have to both emails but like I said they have only replied once ..and now I can't even reach them by chat.

They did respond now, my address verification is all I need but I dont pay bills here, so I have no utility bills etc, my bank and credit card is Chime which they won't take, I have a Zolve card which had a location in India, a cell phone but I pay online, all I have is what I said and hospital bills which they won't take or any government mail, what can I send? I mean I live here, with my mother..I can't help I have no bills here..

That will be very difficult. Please understand that in the majority of online casinos you need to verify your address with utility bills. Have you been asked to undergo a verification call? Maybe that would help.

No I haven't I didn't realize that could be done, but they dont respond, they have twice, but say I only have 24 hours, and I have verified my address with many casinos with my bank statement, or a hospital bill, many casinos..Just because I don't pay utilities here doesn't mean it's nor my home and that I don't live here, this is where I was brought up..

Thank you very much, Nichols1976, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Nichols1976,

I've just reviewed your case and am sorry to hear about your struggles with verification. 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 not accepting the bank statement from the player? Would you consider an option of a verification call in case the player isn't able to provide you with utility bills?

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

Kind regards,

Natalia

I had a response fron them when I did a chat, I was able to send a full doctor/hospital bill as address verification, so I asked status of my withdrawal, she said it was " under process" and wait for an update by email, I stated that's the problem I do not get any updates, they have emailed me back I think twice, that's a problem, I shouldn't have to go these links for a response or update about my withdrawal .

This is ridiculous, I just was chatting with Alwin which by the way he just ended chat abruptly, the agent 2 days ago said last document was received and approved and was in final under processing, this agent said please send address verification, what? No communication, different from what other agent said, all he said was sorry for miscommunication, I stated no I was already told last document was received and approved 2 days ago, HE then said he will send issue to team and reply asap then ended Chat, no they won't, they never reply or send an update!

Can you not contact them again? Obviously they are not responding, I want my money, this is ridiculous!

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 Nichols1976,

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