Vegas Rio Casino - The player struggles to verify his account.

I began playing with the $125 new sign up bonus. Did very well, my first withdrawal attempt their system accepted as i had met the wagering and other requirements. I was told by an agent i had not, we went back and forth a while before i finally cornered him and he admitted he was wrong AFTER i had cancelled the request at his instruction. I resubmitted. I sent in my KYC 4-5 times with them attempting everything possible to reject it. at one point claiming my util bill was tampered with.(I should add this withdrawal initially began probably march 18th-20 somewhere in that range. 4-11 is the most recent attempt for the same funds after their run arounds and stalls) I finally after many arguments get my KYC approved and still have the email (i have 95% of the emails between them and i and am willing to provide them) so i resubmit again. Promtly rejected as i had gambled my winnings below $225 (100 for my max withdrawal and 125 to cover the initial chip) okay fine....i am beyond frustrated and now just want to burn em for the principle of the fact. I read the email, go back in @$101.27 grind on it for 2 hours and resubmit @$440+ and also respond to the email from 2hrs ago stating i have now made sure every possible reguirement is met and i want this transaction completed and to be done with it. And poof.....they go ghost. i don't get a confirmation email, i don't get a rejection email. nothing. Now since the 11th my withdrawal is still under review or risk assesment or something. I have inquired numerous times both via live chat and email. and have been told its approved, it was rejected for balance too low. my kyc wasn't approved. But mostly for the last 2 weeks ive been told that the payouts dept has it and to not contact them, wait they will contact me soon. to be honest there is sooo much more and the emails really show the insane legths they've gone to in what i believe is an outright attempt to not payout. I will gladly forward them to you because this really isn't doing the situation justice. It is by far the absolute worst customer service and blatant disregard of the procedures they claim they follow that it blows my mind. outright lying. I think you reading them and seeing the timeline would floor you. unfortunately as of this week i think I am about to do it over again with a sister site....MGMvegascasino? as i have submitted, KYC rejected, re-sent and poof....they've gone ghost.

Im going to apologize rright now for the mess you're about to recieve i had it going in order pretty good and was renaming them as i went.....and then that all kind of went to hell. i think i got them all....but then again i mightve missed a few. Im not including the live chat screenshots as i think you have enough as it is. if you would like them as well let me know. appreciate any help you can offer at this point. and be prepared for another one of the same nature about MGMVegascasino

****i am unable to upload all the relevent emails, please contact me with a email address and i will get a zip file to you

Hello Luckless82,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vegas Rio Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Did you deposit any sum of money into the casino?

Looking forward to your answer.

Regards,

Nick

I have the email stating my KYC is approved. I will attach it specifically here as well as the latest email exchange. The issue is the non payent. Claiming it is under review by risk and compliance a claimed 2-3 day timeframe and i submitted request the 3rd or 4th time on 4-11. for the same winnings that i initially requested sometime around 3-25 and rejected but I kept going through their hoops and attempts to avoid payout until they ran out plausible rejection reasons and just went ghost and continue to say wait for a response from their end that it is still under review (that 2-3 days they claim) but I submitted on 4-11 and havent recieved a denial, an approval or anything other than being told to wait since then. and no i did not make a deposit. all winnings were gained through the $125 NDB

disregard previous pics, in fact pull them down if you would please. some info doesn't need t be public access lol i went through and organized the emails i still have from start to finish and made notations to explain gaps/or situation

Hello Luckless82,

Thank you for the information provided. Can you please clarify since when is the new withdrawal pending (the one you requested after you collected enough balance to request the payout)?

Well my initial request on the 26th or 27th certainly did. as did the next..... it was not until 8th or 9th that i dropped below the threshold maybe the 7th, I found out on the 11th from that email, went back in brought it up again and made ANOTHER reqest and thats when they went ghost for the most part. But i remember teliing my buddy "oh sure as soon as i dip down they go whoa whoa whoa, we can't pay ya. it's like they f&*K*N% waited for it I swear "

The real kicker is now I'm starting this game again with what I'm sure are the exact same people.- at what i believe is a sister site MGMVegas. Same Promo, say page layout, same games and they're starting off the exact way....i mean damn near word for word with KYC again with the same docs. if you look at the signature line from the balance denial letter its got a third casino name on it.

I'm sorry i read that wrong, the most recent request for my payout was made on 4-11, and I am aware that they claim a maximum payout time of 21 days. But understand the funds i am trying to withdraw are still the very same funds from my first payout request that was made on March 26th or 27th. Thats when they began this game. The ridiculous verification objections, the stalling claiming they don't have my bitcoin address, and then continued to myself not recieving an email approval or rejection notice. Note that rejection letters were sent in the timeline they specified (2-3 days). Why would the flip side of that be any different? And their claims of it is still under review by risk and compliance being the reason i have yet to recieve an approval email that they say should take 2-3 days -for over 3weeks?? So yes, there may be some gray area in the fact that the most recent request was made on 4-11. But that is only because of their unreasonable objections, and the fact that everything on their end apparently takes 2 or 3 days to get a response , if you get one at all. Like I said these are still the same funds i attempted to withdraw on March 26th. I believe they do this intentionally hoping people give up forget.

Thank you Luckless82 for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Luckless82,

I am sorry to hear about your unpleasant 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 Rio Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Vegas Rio Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Has the KYC been completed? Why the player's withdrawal has not been processed yet, and when can he expect the payment?

Thank you in advance for providing the information.

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.

Dear Luckless82,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru