Home Complaints Vegas Rush Casino - Player’s struggling to withdraw their winnings.

Amount: TT$2,000

Vegas Rush Casino - Player’s struggling to withdraw their winnings.

6.2/10 Questionable reputation Submitted: 23 May 2020 | Unresolved : 10.06.2020
Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

61 days ago - 10 Jun 2020

The player from United States had two withdrawal requests cancelled due to incomplete account verification.We closed the complaint as ‘unresolved’ because the casino failed to reply.

Written by Zuzana R
Casino analyst
Public

I submitted a withdrawal twice and both times it was canceled for lacking information. I provided all the required documents many times and asked over and over what else was needed and no response back. I tried the so called "live" customer service they claim to have but still no response. I’ve made many deposits with this casino so I figured I’d have no problems with a withdrawal. They are thieves in my book!

Public

Dear Jennifer,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 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. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you please advise how many days ago you have requested your withdrawal and started the verification process? Thank you in advance for your reply.

Best regards,

Petronela

Public

I believe it was March 5th the first time I tried,and it took over a month to learn that they denied it so I sent them my I’d, front and back, the cc form, and my CC photo, front and back, and my recent electric bill for the second time along with an email asking what else was needed and I got no reply. I played on that money and won even more and tried again April 15th and that took another month for them to reply with a denial. The withdrawal limit is 2000, so that’s all I could try, and they took most of the balance away.

Public

Thank you very much Jennifer for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana 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.

Public

Hello Jennifer,

I am very sorry to hear about your issue.


I would kindly ask the casino where is the problem with verification. We would like to know which documents you are missing, so Jennifer can provide them as soon as possible.

Public

Thank you for your help!

Public

We would like to ask the Vegas Rush 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’.

Public

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.