Mr. Vegas Casino - Player struggles with account deactivation and delayed withdrawal.

Hi,

on the 7th august I won over £6000 on mrvegas. I tried to withdraw and wasn’t able to; they said I needed to verify my account. This was already fully verified: they asked for proof of bank cards so I sent them over. They were approved and was told I could withdraw. Still could not. They then told me I had to verify proof of ownership for my mobile number.. I did this! Still unable to withdraw - then told me I had to verify my account with sister site Videoslots even tho I’ve not used this account for over a year.

anyways I sent documents and they emailed me to say account was fully verified. Mrvegas fully verified my account and told me I could now withdraw.

I withdrawn £6000 and it stayed pending - after that I withdrawn £178 then £200. Both approved instantly. I then withdrawn a further £500 - pending.

I asked on live chat why it was pending and was told to be patient it had to be manually processed. Was told no more documents were needed, account was fully verified and all approved.

next thing I go to check my withdrawal to find my account deactivated! I contacted live chat and each person told me something different. Then had an email to say I now needed to send additional documents of bank statements: I fail to see why they processed 2 withdrawals made the same time as the £6500 one’s and didn’t need any documents.

I emailed the bank statements over 9 hours ago and not heard a single thing back.

I then go back on live chat to be told that wasnt documents needed they are undergoing internal review on my account. I am unsure what this means but it’s fully verified - I’ve sent every document possibly bank cards, statements, passport, utility bills, bank app, transactions to casino.. soon as they seen the £6500 they deactivated account. Nobody has told me about this internal review in 9 hours apart from one person and I’ve spoken to over 20 on live chat. Even the email stated they needed more documents!! I want the money manually transferred to my bank account. I have a few on the account all verified.

also I asked for one of the banks to be removed as it’s no longer in use. Was told they’d remove it.

They didn’t and then requested a bank statement from the one I’ve asked to be removed and said if I can’t provide one then I won’t get my money. So I rang the bank and got one sent to me via email and sent it to them!

so I’m no further forward as acc is fully verified .. processed 2 withdrawals made after the £6000 and then closed my account.

Dear bellarose21,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that those two smaller withdrawals have been successfully processed?

Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.? Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Hi, yes. So for 3 days they said my account wasn’t verified (when I won the money) yet it was before this. So was sending document after document. Finally when all verified again with the green status saying verified they said I’m able to withdraw - so in this order and status

£6000 - pending

£178 - processed

£200 - processed

£300 - pending

£200 - pending

they then deactivated my account and said it’s not verified and I need to send more documents. I sent the requested ones over yet again, next thing my account was deactivated with £6500. Went on live chat a they told me the pending withdraws were declined and the money is back in account balance which I can’t see as can’t access it. I’ve sent countless emails with no replies.

was no bonus’s.

and casino - slots: I had a £2300 and £2200 win on Wild West gold. Have the sceeenshots with amounts I won. Then had other wins also.

I literally have hundreds of screenshots, from the live chat convos to emails, my account verified then no longer verified when won the money, all the documents sent and uploaded and approved. Then verifying my account fully again and saying I’m able to withdraw - then telling me was being processed manually as was a large sum and will receive it soon.. processing 2 withdrawals and leaving the £65000 sat there even tho was withdrawn before the others. Not needing documents or to verify account to withdraw that money but do for the 6k. All emails chats telling me they can’t do anything as verification team have decided ti decline to big withdraw and close my account without a valid reason.. then getting told the doing a internal review even tho account fully verified.

the list is endless. Won this money on the 7th with a fully verified account! They allowed me to withdraw £350 on the 7th and processed it no problems, but not the 6k then went ahead to process 2 smaller payments but the second the see the 6.5k I’m no longer verified and close account. It’s disgusting.

who else can I go to? I have started a claim with IBAS and also will ring gambling commission.

Thank you very much for your reply, bellarose21. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Just sent them all in here screenshots. Still had no update. Been no actual reason as to why they processed 2 withdraws after the £6500 was made and then deactivated my account which was fully verified that morning after 3 days of sending documents as kept rejecting for no good reason. Wanted a bank statement from the day I made a deposit which I told wasn’t released until September. Then said could use one this months statement which I done and finally approved.

Truth be told; I don’t even think they know why they’ve deactivated it and kept funds hence why I’ve not been given a single explanation or told what it is they are reviewing.

quick enough to let deposit but not to pay out.

I lie - they do approve small withdraws but this is the first time I’ve ever won big with this casino. But judging by all the reviews for mrvegas and Videoslots on trustpilot, askgamblers etc they do it quite a lot. Seems a lot are going through the same situation as me. How can they be approved by GC but be allowed to keep funds and close accounts?

And now apparently I haven’t followed the rules by complaining to sites about what’s happened and that’s why won’t release money. Then the sarcasm reply about enlightening them.

Thank you very much, bellarose21, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

great, so what happens now?

My balance was £6550.70

They emailed me to say they have decided to send me £577 and confiscate the rest of the winnings and fully close the account?

I don’t understand how they can pay me £577 then close the account.

Hi bellarose21,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Mr. Vegas Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and confiscating their winnings?

Thank you.

Best regards,

Tomas

Told me I breached terms and conditions for multiple accounts - yet they happily paid out £178 and £200 made after the £6500. Also sent me £350 on 7th then additional £40. Asked me to fully verify mrvegas and Videoslots before could withdraw my big win.

they approved documents and fully verified then blocked acc.

sent me £577 yesterday and told me confiscating the £6000!!

Almost 2 weeks ago.. was no issues then.. but all of a sudden now they see a big win they’ve used that as an excuse not to pay yet account is in good condition?

Hi,

We can confirm the player account has been closed due to breach of our Terms & Conditions.

The deposits were returned but the winnings were voided as a result of the breach in terms.

The player had a complaint with us already, to which we have replied with a final decision already, redirecting the player to our designated ADR.

As a result of the above, and the fact the player already said to us they were already in contact with IBAS, we are afraid we will not be commenting on this case further and must refer the case to our designated ADR.

Kind Regards.

I do have a case open with IBAS. Currently being handled.

you said I breached terms and conditions and sent me the section for multiple accounts - yet few weeks ago you told me few extra verification checks were needed due to multiple accounts - the others had been blocked and thanked me for verifying with you and Videoslots and account was in good condition.

went ahead to approve more withdraws again leaving the £6500; then decided I breached terms and conditions

Dear bellarose21,

As you have contacted the ADR - IBAS, we will now close your complaint as ‘Waiting for decision of regulator’.

I’d like to kindly ask you to let us know once you have received a reply from them.

My e-mail address is tomas.k@casino.guru.

Once the decision of the ADR is known, we will classify the complaint accordingly.

Kind regards,

Tomas

Dear bellarose21,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear bellarose21,

Have you received any response from IBAS? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your 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.

Kind regards,

Tomas

Casino.Guru