Sxvegas Casino - The player's unable to withdraw his balance.

Hi I won 100 in this casino and they won't give me my winnings because I don't have a utility bill for identity verification.

Hello Hronis,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sxvegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

It was in July 12 and I have them my id and my id with me holding it also a phone bill but they said they need a utility bill so they won't give me my winnings

Hello Hronis,

Isn't there any utility bill you could send them? Please note that in order to complete te verification you will need to forward them all the requested documents.

I have a cellular phone bill that I sent them isn't just to verify my identity?

Hello Hronis,

If the bill contains your personal details/address then it should be enough as an utility bill. Was it rejected or you did not send it yet?

Hi I did send it and it has all that info on it

They said no cell phone bill

Hello Hronis,

Can you please advise if you have any such document which would meet all the conditions to verify your identity? I believe there must be a document which would be accepted by the casino. Didn't they offer you any other solution?

I have many documents with my identity in it and no they didn't offer me nothing

Thank you Hronis for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok thanks how long more do you think this will take?

Hello, Hronis,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. As for your question, it mainly depends on the casino and its willingness to cooperate in resolving this complaint. Now I would like to invite Sxvegas Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Sxvegas Casino Team,

Can you please clarify the player's situation? What documents are problematic? What steps should the player take in order to successfully verify their account? Could you please provide us with some examples of a utility bill or alternatives that the casino is able to accept for address verification?

Thank you in advance for providing the information.

Great and thank you

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’.

If it's unresolved that means I don't get nothing?

It does not have to mean that you will get nothing. It means that if the casino is unresponsive in resolving our complaints and we are not able to force it to cooperate with us, there is nothing we can do to help you.

However, I see the casino does not have a valid gaming license, so there are no other options on how you could speed the process up. I recommend you wait, stay patient, and follow the casino's instructions.

The main problem was providing the utility bill. Casinos require this document from their players as standard. Why is it not possible to provide the casino with this document, please?

Anyway, we are still waiting for the casino's response.

Cause I dont pay utility bills with my name on them

Alright, I understand. But, the casino needs to verify your address (address from your ID document). It means that the document would not theoretically have to be with your name on it. Maybe it could be enough to provide the casino with the document with the correct address and an affidavit from the person who pays the utility bills about your type of relationship. Did you explain your situation to the casino's Customer Support agent?

They could recommend you provide them with some alternative documents to verify your address. Therefore, I would like to wait for the casino's response regarding its recommendation. We cannot move forward without the details. However, we should count on an option that no one from the casino will comment on the complaint.

Documents should meet the casino's criteria and I am not sure what all information it has to contain. For example - provided documents/photos should be clear with all corners of a document on it. However, those are questions for the casino.

Therefore, we are waiting for the casino's response and the details.

Ok

Dear Hronis,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru