QueenVegas Casino - Player's verification process faces obstacles.

I tried to withdraw a certain amount from the casino.

Now they are asking for confirmation of my account.

I sent the documents. My bank statement and a picture of my passport.

The same images all other casinos have accepted.

I can't get an answer from Queenvegas on why they are not acceptable.

I have sent messages more often, about other matters, the answer comes several days later, sometimes it may even take weeks. Very poor and non-functional customer service at the casino. They don't answer the asked questions but skirt around. I don't believe I'll get an answer this time either.

Dear Jema77,

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 and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Please send me any responses you received from the casino regarding the issue to my email at tomas@casino.guru, alternatively post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hello, yes I have sent. The latest bank statement with the address visible. And a photo of a valid passport. These same documents and pictures are accepted in other casinos.

now again a new message came that I have to send them again. Although they are quite clear, and I can't send any clearer ones there.

I have already sent them twice and now I should send a new one. I'm not going to do that.

And yes, I sent the documents as soon as they were requested.

I have taken a picture of my passport with my phone. All edges visible and clear. It couldn't be any clearer. The bank statement is a picture from the mobile bank that I deposited and then sent. Clear too. The address is shown, and is the latest bank statement. Nothing has been modified or improved. But we still ask for new ones.

Have you tried submitting the documents per the casino representative's advice from 11/12/2023?

With what result?

Hey.

I notified the casino that I have filed a complaint with you. Shortly after that, I received an email from Queenvegas' customer service manager stating that he had reviewed my documents and they were approved.

I didn't send different documents, but the original ones, which were not accepted at first, but were finally accepted.

So this one thing is fine.

Was your request to withdraw your winnings successful? May we consider the issue resolved and close the complaint?

Hey. Yes, problem solved. Thank you.

Dear Jema77,

Thanks for the confirmation. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru