The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. Unfortunately, the player lost all winnings before we could help, therefore, we were forced to reject this complaint.
Vegadream Casino - Player’s struggling to complete the account verification.
Amount: €11,000
Vegadream Casino
Safety Index:Above averageSafety Index
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7.2
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Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello dear team, I've been waiting for the kyc process for about 2 weeks now, there are 11,000 euros to be paid out that were generated without a bonus, in the live chat I was always put off that a case was opened, but there is no progress.
Automatic translation:
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2 years ago
Dear Michael,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Would you be so kind as to advise which documents you provided? Could you please confirm that you have provided all the required documents?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hello dear team, thank you for the quick reply, as documents were submitted: my identity card sharply centered on both sides,
And a letter from the German tax office, complete A4 with all corners visible.
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2 years ago
Hello Michael,
As we could see that your account verification is under progress. We will get back to you as soon as your account gets verified or if we need any further documents to complete the verification process.
Your patience will be greatly appreciated...!
Best Regards,
Vegadream Casino.
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2 years ago
Translation
Hello dear vegadream team,
A strong sign to get in touch directly, I appreciate that very much, I hope that the verification process will be completed soon.
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2 years ago
Hello everyone,
Thank you Vegadream Casino for taking your time to help us with this case.
Michael, I will keep this complaint opened, so please let us know when there is anything new regarding your verification.
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2 years ago
Translation
Good morning dear casino guru team, what has happened here is absolutely cheeky, the new high of my profit was 40,000 euros, when I asked the vegadream casino again about the status now, I received no answer. Unfortunately, the money was gambled away again on my part, but it was clearly my mistake as a result
Due to the long waiting time and lo and behold the money is hardly gone, the vegadream casino reports. Id verification successful but address verification not successful because I would have sent a payslip. What I actually sent was my tax assessment for 2019. A bottomless impudence of the so-called specialist department not to be able to distinguish this, since I assume that several German customers have to undergo this procedure. In an emergency, there is also Google translate, the terms and conditions state clearly that official evidence has been approved.
Here it is speculated that you will continue playing and accordingly you will be put off, the absolutely most valuable behavior of a human being.
I can only advise everyone against this casino, the winnings were really good, but that's no use if you don't get your money.
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2 years ago
Do I understand correctly that you have lost all your winnings? Is there any balance left in your account?
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2 years ago
Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. Please understand that the player is the only one responsible for their account, active balance, and all the bets taking place.
Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for understanding.
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2 years ago
Hello Michael,
As we could see that your account verification is under progress. Please note that, account verification is mandatory and all the withdrawal gets processed once account is verified.
As we could see that you have played all your winnings and there is no any pending withdrawal now.
Best Regards,
Vegadream Casino.
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2 years ago
Unfortunately, since you have lost all your winnings, we are not able to proceed with this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
