Vegas Grand Casino - Player is dissatisfied with the verification process.

I put 9,400 UAH into the account at 20:59. 14.12.20. I played for my real money, after playing and fulfilling all the conditions, I put money on the withdrawal of 1000 UAH at 00:50. 12/15/20. Received money. Then 12/16/2020. Submitted a request for the amount of 18,900 UAH. I waited until the evening and received a verification letter, the win was rejected, I uploaded the selfie to the desired section. And now I am still waiting for the verification of the photos are not processed !! Let's go for the second day, they answer my questions, wait for the deadline, they don't give any more. There is a feeling that they want to throw to win. Help please, I am attaching screenshots where you can see the amount of money in my account now at 23,900 UAH and I am attaching a screenshot of the fact that the photos are not processed

Dear Надежда,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that every casino is unique and proceeds verification differently. It can take a few business days to review your documents to fully verify your account and a few more days until your withdrawal is successfully processed. Could you please confirm that you’ve provided all the necessary documents?

If not, I recommend you to contact the casino and find out what documents exactly are required and provide them in the best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay the withdrawal.

Please, keep us updated in case there is anything new.

Looking forward to hearing from you.

Best regards,

Kristina

After my appeal to you, the site stopped behaving altogether, now I tried to write something else that is needed for verification, so they stopped answering me and brazenly closed the chat, and the third time they did not write anything at all and did not go there. Take action !!! Apparently they didn't like that I turned to you.

Here is a screenshot of the correspondence and

After the first call, a consultant appeared in the chat, asking me what I wanted, I wrote to him and he immediately closed the chat.

Yes, of course I will now send you the photos that were sent to them to confirm my identity. I'm ready to wait until they finish it, well, the thing is that I was interested in the timing of what I received an answer, expect how many days they do not know. I asked to clarify they refused. Very much what that nastarazhivayuschee casino. In the meantime, there is no need to worry about it. "

Надежда, KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Please understand, that it can take a few days (sometimes even weeks), to fully review your documents. It's the holiday season, so the process might be slower than usual, and you've been waiting only for a few days so far.

I would recommend you waiting for at least one more week, and if there is still no development in your case, we will intervene. Please keep us updated, and let us know if there is anything new in the meantime.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by submitting new complaints and sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue, and to collect important details and data in one place. Also, I would like to point out, that resolving complaints is a time-consuming process, and your patience and understanding in this matter are highly appreciated. Thank you very much.

Ok, Christina, let me wait another week, today is the first week as I expect. I will definitely keep you informed. Thank you for understanding.

Hello, the situation has not changed, Verification has not yet been carried out from 12/16/2020 to 12/29/2020. You promised to intervene if the situation doesn't change. More than I am sure if at this casino now someone registers with my relatives and submits a photo before any win, then they will verify the account in less than a day.

Надежда, thank you very much for your patience. Before we move forward with your complaint, could you please confirm, that your account still hasn't been verified?

I didn't quite understand you that I need to confirm which training record.

Надежда, is there anything new regarding this complaint, please?

Well the casino doesn't answer anything either. I'll send everything now. Everything is as before, they have only one answer, it looks like an account freeze. Although they have nothing to show. Why do I wait so long for the completion of verification, they also do not answer anything. And I'm already waiting for 21 days when I sent the documents.

I have 35,000 UAH on my account now, I still played there. Here are the photos I took today.

Thank you very much Надежда for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Надежда,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite LasVegas Grand Casino to the conversation to participate in the resolution of this complaint.

Thank you very much Peter for your help and understanding, I look forward to hearing from you further. Happy holiday to you and your loved ones.

Thank you Надежда, I wish you the same.

We would like to ask Vegas Grand 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

I didn't quite understand what privileges it would give me if they don't answer you further.

Hello!

Considered the complaint.

A video conference was held with the player. The player was able to answer not all the questions correctly, but we still decided to pay him the winnings and give him 100 FS for waiting. The winnings will go to the player within 12 hours.

Thank you Vegas Grand Casino for the reply and help.

Dear Надежда,

Please let me know when you receive your funds.

The funds began to be withdrawn.

Hi Надежда,

That is good news, let me know when you get paid in full.

Peter the money was issued in full, but it was very difficult to withdraw. After that I tried to play again, and I was very sorry ((. They began to block games, cheated me with two bonuses, yesterday and today I demand that they block my account. This is not an honest site, you need to stay away from such people as far as possible. the fact that the games began to be blocked, and with my personal funds, 3 deposits per week, and the games did not open. They were deceived, they say, those jobs were gone and the games were turned off. I put a deposit yesterday and the games both did not work and do not work. They supposedly everything is working in a regular mode. And those games were closed just where I played and won. + They cheated on 2 bonuses. They say, wait, we will figure it out, but in time they don’t give anything again. Well done that they lowered their rating. need to be delivered.

Hi Надежда,

I'm glad to hear that you received your funds. If the casino keeps having technical issues and it causes you inconvenience, I recommend you to look for a different casino with a better overall rating and offers. There are many reviews on our website, so I'm sure you will find a good alternative.

Best regards,

Peter