The player from Sweden, who had successfully played and withdrawn from MrVegas, suddenly encountered difficulties. He was unable to either play or withdraw his deposited money, and the casino had not responded to his queries. However, after the player's complaint was forwarded to the Complaints Team, they contacted MrVegas for clarification. The casino responded that the player was undergoing a source of wealth review, which had been completed, and the player should have been able to withdraw his funds. The Complaints Team asked the player for confirmation, but did not receive a response. Thus, the issue was considered resolved for the time being.
Mr. Vegas Casino - Player's betting and withdrawal functions have been disabled.
Amount: 10,000 kr
Mr. Vegas Casino
Safety Index:Very highSafety Index
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9.4
Mr. Vegas Casino has a Safety Index of 9.4, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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9 months ago
Translation
Hello,
I have been playing quite a bit on MrVegas and everything necessary has been verified and I've been able to withdraw money as usual. But now, when I deposit money, I'm unable to either play or withdraw it. I just get the message "Withdrawal has been disabled" when I try to withdraw, and "Your play function has been disabled" if I try to play with them. I have contacted them but have not received a response yet. Please help, I don't know what this is due to.
Automatic translation:
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9 months ago
Dear Jakwar,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr. Vegas Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly were these limitations implemented on your account?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of bonuses?
- Could you please share your attempts to communicate the issue with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
Translation
Hi, I've been a player there since about January I think, the restriction came yesterday right after I deposited. I have only played live roulette there. I have never used any bonus and my deposit guarantees have not been reached. I can send my last message with them here, where I asked them why but they just replied that a card needed to be verified even though I didn't deposit with the card (I only used paypal) but now the card is verified and it is still disabled. I will forward you the conversations via email, please help 🙂
Automatic translation:
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9 months ago
Was your card successfully verified?
Has your access to your casino account been restored?
Were you able to request a withdrawal of your funds?
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9 months ago
Translation
Hello, all cards are verified, my ID is verified, everything is verified. I have access to the account so I can see my balance but I still can't withdraw or play.
Automatic translation:
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8 months ago
Thank you very much, Jakwar, 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.
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8 months ago
Hi Jakwar,
I've just reviewed your case and am sorry to hear about your struggles with your account at Mr. Vegas. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Mr. 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 if all the necessary checks were finished and the player's documents were reviewed? What is the reason for disabling the player's account?
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
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8 months ago
Hi there,
The customer had source of wealth review on-going, which can take some time. As a casino operator, we are obligated to do these reviews.
The documents have been already approved and I see a successful withdrawal. There shouldn't be any issues anymore.
Kind regards
Mr Vegas
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8 months ago
Thank you for this information, Mr. Vegas Casino.
Dear Jakwar, could you please share any updates? Do you have access to your account now? Have you already requested a withdrawal from the casino? Let us know if you have received it.
