The player from the United States has been waiting 6 weeks for a withdrawal from Vegas Strip Casino and encounters no chat support, only auto responses to emails. After providing requested documents, including a driver's license, there has been no communication since October.
Vegas Strip Casino - Player's withdrawal has been delayed.
Amount: $813
Vegas Strip Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.4
Vegas Strip Casino has a Safety Index of 5.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for casino to reply
6d 18h 16m 51s
Case summary
5 hours ago
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2 weeks ago
Vegas strip casino. No chat available. Mostly auto response to email. Gave documents on 19th of Sept they asked for driver license in Oct. No response since then
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2 weeks ago
Dear realekeith,
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 casinos take 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
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2 weeks ago
Sent them 6 times. Keep saying I need to send them. Just sent them again today
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2 weeks ago
Thank you very much, realekeith, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.
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1 week ago
Dear realekeith,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Vegas Strip Casino representative to join this conversation.
Dear Vegas Strip Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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5 hours ago
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.
Vegas Strip Casino has 6d 18h 16m 51s to reply
