Vegas Hero Casino - Player’s struggling to complete account verification.

On February 24th, i won $2,600 CAD on the VegasHero Casino site.  I even received an email from Dean, the account manager, offering promotional money to increase my earnings – money that I have refused as I never play with Casinos’ money (we all know it is often a trap for them not to pay, saying that we won with their money).

On March 2nd, after several requests of documentation, I have received an email stating that all my file was approved.

All together, in about 2 months we have exchanged no less than 60 emails and despite my repeated requests, I still have not been paid. I have kept all email exchanges with them – not counting the messages that have bounced undelivered.

Most emails, at least 20 came from Dean, the AM, asking me for proofs of revenue, bank statements form the last 3 months, statements from credit cards, if I had inherited any money, etc. After answering all their questions, and depositing documents on their server or forwarding them by mail, I still have received no foreseen date of payment. They say they care about the players playing responsibly. If it is the case, why don’t they do their credit check before we play, not after we have won some money. Hypocrisy – just to avoid pay outs.

My reference with VegasHero: Case # 05593344

I have had enough with this nonsense – I want to be paid.

Daniel V*******

Dear Grognard,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

They just keep on asking for the same documents everytime. End of March they ask for 3 months of bank statement - which we provided again.. on the 31st we got an email saying: We are pleased to inform you that your documents have been approved at Vegas Hero.Thank you once again for your cooperation!

Then April 4th - again they ask for bank statement PDF. How many copies do they need? I have reloaded again today the 3 bank statements on their website - hopefully for the last time.

Hello Grognard,

Have there been any developments since our last conversation, please? 

No development since.

Thank you for the follow up.

Thank you very much, Grognard, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Thank you so much for your assistance. It is really appreciated.

They are getting ridiculous.. again today asking for another statement!

See below text of message

Dear Daniel,

Account manager Dean here, I hope you are having a wonderful day.

Firstly, I would like to thank you for your cooperation. Your statements provided have been perfect for our verification process and give us a clear indication of your monthly incoming/outgoings. Due to using additional payment methods such as card ending ***3715, could you provide a statement for this card from February?

(Would you like me to apply a restriction on your account so your winnings remain safe?)

Thank you once again. Have a great weekend ahead

Kind Regards,

Dean

VIP Account Manager

Vegas Hero VIP Team

Hello, Grognard,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Vegas Hero Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Vegas Hero Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are missing? Can you please provide us with a complete list of missing documents needed to successfully verify his casino account?

Thank you in advance for providing the information.

Hi Branislav,

The issue is not only verifying the account but to also pay the 2,600 gains!

Why provide so many proofs that i can afford to play after i have spent the money twice the money i hjave gained.

Thank you

Dear Grognard,

I am aware of that. However, the main issue at the moment is your verification. After verification, the withdrawal should be processed without any problems.

I would like to wait for the casino's response.

Dear Grognard,

We are sorry to hear that you are experiencing verification issues.

As I can see after reviewing your account and from the email that was recently sent to you, due to using multiple payment methods to deposit on your Casino account, we would require a bank statement verifying this payment method.

A detailed email was sent to you by your account manager on the 29/04 explaining the documents which are required to be able to complete your account verification and process your withdrawals.

We kindly ask you to send us these documents at your earliest convenience and the relevant team will proceed with completing the account verification.

Thank you for your cooperation and we look forward to hearing from you.

Kind Regards,

VegasHero Team

Again!

This is what we have deposited in your website:

1. March and April - Bank Statements - requested December to February
2. We have provided from December to March - as march included transfers of funds to VegasHero
3. April - Credit card statement showing transfers to Global Genesis (VegasHero)

These deposits have been done numerous times since February - and some even transfered in copy by mail to VIP or Support.

I know you have been getting my deposits as i always get a message confirming you have received and another one couple days later saying the documents are as per requested.

I do not understand that you keep on loosing or not finding all the information you require. Are you simply trying to find excuses not to pay me?

I am sorry but this is getting ridiculous.

2022-05-02

Again tonight i have uploaded my credit card statements for February and March as well as bank statement from March showing highlighted in Yellow the $5,100 transfers i have made to Genesis (VegasHero).

These documents were also sent as attachement in reply to his email.

I do not know what else i can provide.

Greetings all,

Thank you for the updates.

Dear Vegas Hero Team,

Could you please check it on your side and let us know about the results regarding the lastly sent documents?

We would like to ask Vegas Hero 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 will have a negative impact on the casino's rating.

Unbelievable..

On April 29th i received the following message : Firstly, I would like to thank you for your cooperation. Your statements provided have been perfect for our verification process and give us a clear indication of your monthly incoming/outgoings.

This week, they are requesting a new form be filled.. and they will grant me a bonus of 200.. I do not want a bonus.. i want my earnings.. I don't know why this is so complicated.

How many more surprises do they have up their sleeves?

Hi Grognard, 

Kindly note that your documentation has been reviewed by the team handling your case and they have been verified accordingly. 

As a result of this we have tried to process your Withdrawals however due to a technical issue they have failed. The withdrawal funds have now reverted back onto your casino account, we kindly advise you to request a new Withdrawal request in order to process your payment accordingly. 

We would like to thank the opportunity to thank you for your continued patience throughout your case, should you have any queries do not hesitate to contact us, we are more than happy to help. 

Regards,

Vegas Hero Team

Dear Grognard,

Your account should be fully verified now, so there are not any obstacles that could cause another payout delay.

Can you please provide us with an update on your issue? Is there any progress?

Have you already requested a new withdrawal?

Good evening

Another withdrawal request was submitted and I will know within 48 hours if it went according to plan.

I thank you for your help. I sense you might have made things develop.

Cheers,

Daniel.

Hi Grognard,

Kindly note that your Withdrawal has been processed earlier this morning, Kindly wait 3-5 working days in order for the balance to reflect into your account accordingly.

We would like to take the opportunity to thank you for your patience throughout your case, we congratulate you on your winnings and should you require further assistance do not hesitate to contact us, we are more than happy to help.

Regards,

Vegas Hero Team

Hi,

Yes withdrawal has been processed finally and amounts transfered. After 3 months.

Thank you, Grognard, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Although I sincerely hope it will not happen, 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.

Thank you, too, Vegas Hero Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru