Vegadream Casino - Player's withdrawal has been delayed.

Hello everyone,

dear casino.guru team,

dear Vegadream Casino,

I deposited 200€ with this casino and managed to get to 1.042,05€. I then requested a withdrawal.

6 days ago I was asked to verify my account by uploading an ID and adress verification. I did that on the same day.

I never heard back from Vegadream since then. Also, my withdrawal has not been processed yet. KYC states "pending" in my account ever since.

I asked the live chat what's the problem. I was told that my ID is fine but the upload of my adress verification apparently failed. They wanted to send me a new link to upload it again (you can't upload documents in your account. You have to do it via a provided link.) I never received that link until now.

Since this is going on for many days now and not making any progress I hereby kindly and strongly ask Vegadream to

1.) immediately provide me with a link to upload my adress verification again (or any other possibility to verify my account - which I will happily comply with)

2.) then verify my account and

3.) process my withdrawals totalling 1.042,05€ urgently

On a side note: I deposited 633€ in the past and made successful withdrawals totalling 600€.

Dear Rattekruemel,

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.

Do I understand correctly that you have provided all the required documents?

If there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Hello Kristina,

I was asked to provide the following:

1.) ID card (back and front)

2.) Proof of adress

I did so on 25.04.2022.

After several days of no progress regarding my withdrawal or KYC I inquired about this on live chat. I was told that the upload of my proof of adress had failed. I was supposed to receive a new link via email to upload it again (they do not offer verification upload on their website. Also, they do not provide an email adress where you could send your documents.)

So the problem is: I am waiting for a simple LINK to be sent to me via email so I could upload my adress verification.

It can't be that hard to send a simple LINK via email. My withdrawal won't be processed until my account is fully KYC verified (understandably). I will happily provide my adress verification immediately.

HOWEVER, I am not able to! Because they do not send me that link to upload my document or provide me with any other option to send them my document.

Quick update:

Just minutes after this complaint was published I received a new link to upload my adress verification. I did so and received confirmation that my documents have been uploaded successfully.

I am now waiting for my documents to be reviewed and my withdrawals of 1.042,05€ to be processed.

Once everything's processed, I will give an immediate update here. Until then, this complaint remains unresolved.

Thank you for your reply, Rattekruemel. I am happy to hear that we are moving forward. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment, or if there is anything new.

My account is now fully KYC verified:

I will update this complaint once the withdrawal is processed.

Unfortunately I am not making any progress regarding this. Their live chat is absolutely horrible (waiting times of more than 30 minutes, regular disconnects, incompetent employees).

My withdrawal is pending since 28.04.2022. My account is fully KYC verified.

Still, Vegadream casino does NOT process my withdrawal for almost an entire week now. It just sits in "pending" and I do not get any help from them either.

Hello everyone,

finally Vegadream found the cashout button. My withdrawal has been processed in total - and due to it being an instant bank transfer also already received in my bank account. This complaint, therefore, is now resolved.

I just wish, this would have happened days ago and without the all the unnecessary hassle created by Vegadream.

I want to take this opportunity to thank the casino.guru team for their awesome service. It really is appreciated.

Awesome news, Rattekruemel! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.