The player from Germany is experiencing complications verifying the email address and withdrawing winnings. It has been resolved.
Vegadream Casino - Player is experiencing difficulties completing account verification.
Amount: €1,950
Vegadream Casino
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7.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello team,
It's about the verification process at Vegadream. I've been registered with Vegadream for some time now and have already made a few deposits and withdrawals. I have already gone through various verification processes, e.g
ID
bank statements
Address verification
payslips.
It has all worked until today.
Now I wanted to make a payment on May 2nd, 2022, which is still on process because documents are probably missing. The yellow button at Vegadream also appeared that I should take further information from the email or in the deposit menu which documents are missing. Unfortunately I didn't get an email with a link or any other information. I then contacted LiveChat and he told me that an email went out on May 2nd, 2022, but I didn't receive it. The customer advisor didn't want to help any further. Check your spam and inbox again he said. Ok then I thought I would email my documents to support@hd.vegadream.com. But then I did not answer that the process is now complete. Then I thought maybe something is wrong with the email provider. I then changed my email address at Vegadream and asked for the link to be sent again in LiveChat on May 4th, 2022. The customer service representative said it took 24 hours for the email to arrive. But again I didn't get an email. Now I contacted them again on May 6th, 2022 to ask why I didn't get an email. The customer advisor then repeated again that the email had been sent to my email address on May 2nd, 2022, although I had applied for a new email on May 4th, 2022. So the customer advisor didn't seem to know what the other said. I get all other emails from Vegadream with bonuses and promotions but I don't get the verification link and I don't get a concrete answer or help in the live chat. I don't understand why it worked all the time and now it suddenly doesn't. Now I have 3 pending payouts that are not being processed. That's why I want to get in touch here today to get help.
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2 years ago
Dear mm2kix,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.
Could you please confirm that verifying your email address seems to be the only obstacle standing between you and your winnings? Did you provide all the other relevant documents needed to complete the KYC (verification) process? Have you tried requesting manual e-mail verification?
I hope we will be able to help you with resolving this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Hello mm2kix,
As we could see that your source of wealth document is pending. We request you to upload the documents on the link which was requested on 07/05/2022 to complete the account verification.
We are awaiting for your documents.
Please note that all the withdrawal will be processed once account is verified successfully.
Best Regards,
Vegadream Casino.
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2 years ago
Translation
Good day,
After a long wait, Vegadream sent me a link yesterday where I could now upload my documents. I just don't understand why no one gets back to me via email contact or the contact form. I have now uploaded the documents. Let's see how long it lasts this time.
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2 years ago
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The email came on Saturday May 7th and I provided the documents directly.
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2 years ago
Dear Marco,
We can confirm that your submitted Source of Wealth verification document has been uploaded successfully. Our verification team are working on it and will email you when this process is completed.
Yours sincerely, the Vegadream team.
Note: This email address cannot accept replies.
Operated by Gammix Limited, a company incorporated under the laws of Malta with registration number C68405 and registered address at 77, Spinola Road, St Julian, STJ 3017, Malta, contact no. +35627002270. Gammix Limited is licensed and regulated in virtue of a Type 1 Gaming Services license numbered MGA/B2C/295/2015 issued on 14th June 2016 by the Malta Gaming Authority. VegaDream © Copyright 2022Gambling can be addictive, please Play Responsibly.
For help visit our Responsible Gambling page.
Underage gambling is an offence. 18+
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2 years ago
Perfect. Thank you both sides for the update.
Dear mm2kix,
Please keep me informed about any further developments.
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2 years ago
Translation
Hello team,
I wanted to give a short update, now a week has passed and my document has still not been verified 
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2 years ago
Thank you very much, mm2kix, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello mm2kix,
I looked at your complaint and will do my best to help you. I would like to invite Vegadream Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?
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2 years ago
Translation
Hello team
Yesterday I got 2 emails that my documents were verified. My payouts are still on in progress. Let's see if anything changes today. LG Marco
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2 years ago
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Today, after a long argument and unsuccessful chat staff, my payouts were finally processed. I even got an email from the KYC department this time.
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2 years ago
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Thanks again for the help anyway. You can mark my request as resolved.
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2 years ago
Dear mm2kix,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
