Vegas Rio Casino - Player’s withdrawal has been delayed.

I have been in communication with the casino, they tell me that it is under review with the risk and compliance team. On Feb 28 they said "In a period of 2 to 3 business days, we will get in touch with you to confirm your withdrawal based on the review by our risk management and compliance team." and April 25 they said "Thank you for sending us this e-mail. Your withdrawal is processed and is under final review by Risk and Compliance team. You will soon receive the update regarding your withdrawal.  " which is what they have been saying since the beginning. They have asked me to send in my BTC address several times, which doesn't change. It may just be that it's only been 7 weeks but their own T&C says 21 days. thanks for any help you can give. user name puppywins

Dear puppywins,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation of what caused the delay? Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.

However, 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

Dear puppywins,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello. I saw your note but didn’t realize it required a reply. How can I help?

The only reason they give is "there have been many requests for withdrawals which caused the delay " and I either played with a deposit bonus of $30 or it was a no deposit bonus. Either had a max withdrawal of $300.

Thank you very much, puppywins, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, puppywins!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you. Is there anything else I need to do ?

No, now the only thing that remains is to wait for the response from the casino.

Hello, just to give you an update, I received an email from the casino yesterday stating that the utility bill I sent to them was not valid as it has both my name and my wife's name on it. I sent them a utility bill with only my name on it today.

Here is the content of the email from them

"Thank you for selecting Vegas Rio Casino!

We received your withdrawal request of $300 on 28th Feb 2023.

We are sorry to inform you that we have reviewed the documents and see that the address proof you have shared is under Two names. We do not accept documents which are multiple names.

We request you to kindly share the valid address proof which is under your name.

We need the following KYC documents as a part of our compliance and security:-

- Utility bill (recent bill under your name and address) - can be a gas /power/telephone/internet bill or your credit card or real bank account statement under your name

Please ensure that your details which are shown up in the documents are clearly visible, legible and do match the information in our records as provided by you.

For more details, please refer to the links as mentioned below: - 

https://www.vegasriocasino.com/terms

https://www.vegasriocasino.com/bonusterms

Thank you for your time and patience and for your kind understanding in this regard.

Happy Gaming!

Regards, 

Payouts Team

Contact Us: 

Online Chat (24/7) 

E-Mail:support@vegasriocasino.com

"

Thank you for your assistance.

Verification process can be extensive and tiring, but I am asking for your patience. I hope that you will receive all your funds without any problems after completing KYC and that it will be done as soon as possible.

Hi Pavel

Thanks for your response, however, I'm confused. I'd already gone through the KYC document process, they approved my documents, and are now asking for something more. I was told in March that my documents have been received, and in 25 April I received:

"Dear Paula,

Greetings from Vegas Rio Casino! I hope you are doing great.

Thank you for sending us this e-mail. Your withdrawal is processed and is under final review by Risk and Compliance team. You will soon receive the update regarding your withdrawal.  

Regards,

KYC Team,

Vegas Rio Casino"

And now that you've gotten involved, they are asking for something else.

There's nothing in the links they sent stating that a utility bill has to have only one name on it. Since I sent the new utility document, I have heard nothing. I'll reach out to them in chat today. Please let me know if 10 - 12 weeks is a normal processing time. Thanks

3 months is definitely too much of a time for the KYC, but, from the experience, it is a common practice in many casinos. However, verification is essential and often there is no other way to receive the withdrawal than to provide all required documents according to all conditions.

We would like to ask the 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 may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team