MrVegas Casino - Player experiences withdrawal and account access issues.

Won’t allow my to withdraw winnings. Requested proof of Apple Pay details as that’s where I wanted winnings withdrawn to. I have provided this numerous times but they keep rejecting documents without valid reason. They also requested proof of my email address which I have also provided. I have held this account for over 5 years and never have I once had a problem with receiving any winnings I have made some of which have been over £1000. I don’t know why all of a sudden problems have arisen as my account has been fully verified for over 5 years also. They have also placed a restriction on the games so I can only access account on a very limited basis. I have requested a call back which I have never received and I can’t use live chat any longer as every time I fill my details in and press go it just sends me back to the main page. This has been 3 days now and I feel I am giving them everything they ask for and they just keep moving the goal post which is extremely frustrating. I have today received a chat stating they have completed the verification but they are now saying my account has been restricted due to sharing the same email address as another user which is completely and utterly ridiculous.

regards

Jenna W***

Dear Champ2512,

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 the casino has closed your account? Could you please clarify the dispute value (£11,479)? Is this the amount of winnings that is being held in your casino account? Have you accumulated your winnings with or without an active bonus?

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. 

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Dear Champ2512,

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.