This Is Vegas Casino - Player's winnings were forfeited due to an identity verification delay.

$100 I won from a no deposit bonus of $25. I successfully played through the required play through amount and when I got to the point it was time to withdraw , I spoke to customer service through live chat and they said that I needed to confirm my email and submit verification documents through email.. Once received and reviewed, I would be notified by email that my verification documents were either approved or not.. SPECIFICALLY told that after my identity verification was completed, then I should make the required deposit to the casino be able to withdraw my winnings.. I never received that return email and in my conversations with not customer service through live chat or emails, not once did they mention that if I didn’t make a deposit within 30 days that my winnings would be forfeited. The email I was told I would receive from them wether they approved my identity verification or not never came..

When I went back today to try to see why that specific email never came and the status of the Identity Verification, I was told my winnings were forfeited cause I didn’t make a deposit to the casino within 30 days.. When I was told by customer support to wait to make a deposit to the casino after the Identity Verification was processed and approved..

And let’s talk facts, why would a casino ask for a deposit from someone that hasn’t proven their identity anyways.. That would avoid use of fraudulent credit cards being used and protect people from identity theft.. But I can’t withdrawal money without proving my Identity but they will accept deposits without any verification..

And why would this casino not make it a priority to advise players especially ones as myself, that won from a no deposit bonus, to make a deposit asap or funds could be forfeited..

Dear fckfakhos2024,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you received any response (confirmation email) from the casino after you sent your identity documents for verification? Could you please specify the email address you sent your documents to? Was it documents@thisisvegas.email?

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

Best regards

Veronika

Dear fckfakhos2024,

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.

That is not true.. I submitted my Identification Verification Documents on time when I was asked for them.. What I fail to understand is this, several times I spoke to customer service in live chat during this absurd payout time, none of the customer service reps ever mentioned anything about not receiving my identification documents.. The only answer I kept receiving is my account will be escalated, my account will be escalated, my account will be escalated..

Since this casino has such low ratings and reviews on every casino rating platform, you would they would step it up and say hey, we value and appreciate our customers and the buisness they bring to our casino, so we are going to be righteous and honor this customers winnings by paying what he won.. Instead, they are going to argue and cause a standoff regarding paying winnings from a no deposit bonus they offer gamblers on their site.. If this casino is that broke they cant pay a $100 then shut your site down.. Its a joke that I even have to sit here and contest something that I won fairly and by following their exact guidelines.. I cant alter their system and change the numbers to create false payouts..

I fully understand your frustration. As noted in our review, we warn players about some of the unfair practices this casino employs. I hope we will be able to help you.

Before we proceed with the investigation, please forward me all the communication between you and the casino that could be relevant to your case. My email address is veronika.l@casino.guru. Thank you.

Dear fckfakhos2024,

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.

We’ve reopened this complaint at the request of fckfakhos2024. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you very much, fckfakhos2024, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello fckfakhos2024,

I'm Michal, and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite This Is Vegas Casino to join the conversation.

Dear This Is Vegas Casino,

We kindly request an explanation regarding the delay in processing the player's withdrawal. The player has informed us that they submitted their verification documents in time, but have not received any updates regarding the outcome of the verification process. Consequently, they were unable to make the necessary deposit within the given timeframe. Furthermore, the player had multiple interactions with your live chat operator. We would appreciate clarification as to why they were not provided with instructions to proceed with the deposit in order to facilitate the withdrawal of the winnings from the no deposit bonus.

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’ which may negatively affect its rating.

I made the necessary deposit as requested by the casino.. I was told that in order to withdraw winnings I needed to make a deposit of $10 or more of bitcoin through a 3rd party, that a few different Casinos use for a players first withdraw, which is "Coindraw".. Coindraw had already verified my Identity previously, in which I submitted copies of my Drivers License and subsequent address information.. Finally, I was to make the bitcoin deposit to verify my bitcoin wallet address.. This was done almost 2 months before I was finally told my winnings were being withheld for a rules violation..

Hi everyone,

So far, not even an attempt to deposit the minimum amount required was made on our platform from the customer's side. Once the verification deposit is made, we will of course continue with the process from there.

If the customer has proof to show regarding his verification deposit as he claims, we would love to see it.

Thank you and have a great day,

This is Vegas Support

Dear fckfakhos2024,

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.

Regrettably, the player has failed to reply to our inquiries regarding the deposit status, as previously indicated by the casino team. As a result, we are unable to proceed with the investigation and have no choice but to reject this complaint.

The player can reopen this complaint at any time.