Vegasino Casino - Player's account is facing verification issues.

Good afternoon, my problem has been providing the verification documents of my card transactions. As I attached in a photo, my bank is refusing to send them to me in PDF, even though in the conversation you can see they said they would. This is not true; I can only download them in Excel and then convert them myself to PDF, but the casino says that doesn't work for them. Besides contacting the bank via message, I have also reached out by phone and in person at my branch, and the response is the same... I am also attaching the documents they requested in PDF after I converted them myself so you can see that this is truly what they are asking for. They are clear, and I don't understand why the casino won't accept them. I hope you can help me, thanks.

Dear peina2noe,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegasino Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you tried exporting your bank statement using the guide on the bank's website?
• https://www.cajamar.es/es/comun/te-ayudamos/infografias/banca-electronica/financiacion-movimientos-cuenta/
• Do you receive monthly bank statements via post or to your email?
• Have you contacted casino support and asked them for assistance?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Good morning

First of all, I have tried to extract the documents several times but unfortunately the ones the casino asks me for cannot be extracted in PDF but in another format, I have to convert it to PDF myself and that is when they reject it... I do not receive bank statements either by post or email and regarding whether I have communicated the problem to the casino, yes of course on many occasions by chat and by email, I do not have the chat conversations but I am sending you a capture so that you can see that they do not offer me any other solution or help. Thank you.

I apologize for the late response.

Is the deposit made to the casino in the list of transactions?

Could you please identify which of the transactions corresponds to this deposit?

Good afternoon, the payment is made on October 18 at 3:08 p.m. I will send you photos of the document that proves it.

Thank you very much, peina2noe, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear peina2noe,

I have reviewed your case and I'm sorry to hear about your difficulties with the verification process. I will do my best to help you by reaching out to the casino. We will see what can be done once they respond. In the meantime, could you please clarify why the PDF documents of the card transactions that you attached to your initial message do not include the deposit the casino needs to verify, dated October 18th at 15:08? However, your later screenshots do show this deposit.

Dear Vegasino Casino,

I would like to invite you to join this conversation to help resolve the player's complaint. Could you please provide more information regarding the case? It seems that Cajamar Bank does not offer an option to download bank statements in PDF format. Could you consider other methods for verifying the player's payment method or deposit?

I look forward to your response. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Dear peina2noe,

We hope you find this email well!

We would want to inform you that we have requested to upload additional documents to help you with your account verification. We kindly suggest you to please upload the requested documents via verification tab from your profile so we can help you further accordingly. Thank you!

If you have any additional questions, please, do not hesitate to contact us via email support@vegasino.com or via Live Chat.

Best Wishes,

Vegasino Team.

Good afternoon, thank you for the answer. As you asked, I entered the casino and went to the verification tab and it tells me to upload additional documents, but nowhere does it say what documents you are requesting from me now (I attach an image that verifies it). I spoke to an agent in the chat as you suggested and his response is that I need the usual pdf documents of card movements directly from the bank, those that I can't get.... I explained the problem to the guy and that you had contacted me for another solution and his response is that the guy in charge of that doesn't know that it belongs to another department and blah blah blah as long as they always give me... So I still can't verify my account and can't move forward on this matter. I hope you can give me a reasonable solution soon. Thanks.

Dear Vegasino Casino, could you please specify what additional documents were requested from the player?

Dear peina2noe,

We kindly suggest you to please share the transaction history of your card :- 415006******7075 from period :- 18th of September 2024 till 18th of October 2024 in a pdf downloaded from your bank account.

Please note do not modify or edit and should be in PDF format.

Please also note that your transaction history should contain all the transaction you made using the card within the period mentioned above.

Please be advised that you can extract a transaction history from your online banking.

We recommend trying to do so via your bank’s mobile app or directly on their website or you can also take help from your bank.

Once again we want to remind you that we require a valid proof of your actual transaction history, without any modifications.

Best wishes,

Vegasino Team.

Dear Vegasino casino, I remind you that these are the same documents that, as I have already shown on different occasions by attaching image evidence, my bank does not provide me in the format that you are asking me for. If you would be so kind as to suggest other options to verify the account, I would be happy to provide them, but what you are asking me is practically impossible... On the other hand, I would like to greatly thank Natalia and Tomas for the enormous effort that you are putting into solving this, but sincerely, after what I am seeing from Vegasino casino, they have no intention of solving the problem... Greetings to you all!!!

Dear Vegasino Casino,

We understand that the player is having difficulty downloading bank statements in PDF format. We would be happy to help resolve this issue and suggest an alternative method for verifying the payment method and the deposit.

Would you be willing to review a screen recording? In this recording, the player demonstrates how she downloads her bank statement from her mobile app or website in the format supported by her bank. She can then open and send this document to you, ensuring that it is an original copy.

Dear peina2noe, could you please confirm if you are able to provide the casino with such a recording?

We hope this solution will help. If Vegasino has any other suggestions for alternative ways to verify the deposit, please let us know.

Yes, of course Natalia, I would have no problem recording the operation at Vegasino casino...

Thank you for your readiness to cooperate, peina2noe. I hope that Vegasino Casino provides us with the updates as soon as possible.

Dear peina2noe,

We hope you find this email in good health!

We would like to inform you that you had managed to upload a statement in the correct format on the 23rd of October, however for the wrong period. The statement you are uploading recently cannot be accepted.

We have attached the correct format you had uploaded earlier on 23rd of October and sent it to you via email.

We kindly suggest you to please share the transaction history of your card :- 415006******7075 from period :- 18th of September 2024 till 18th of October 2024 in a pdf downloaded from your bank account (in the same format as attachment shared via email).

We are waiting for your response. Thank you!

Best regards,

Vegasino Team.

The format is not correct because, as I have already said a thousand times, my bank does not provide it to me in PDF but in Excel and, on the other hand, the period must be longer until October 20 because otherwise the deposit I made to the casino is not visible. The reason is that my card charges the payments I made online a couple of days later... even so, I have sent you the document again by email. Thank you.

Do you need my transactions to the casino?? But I only made one!!!

I am already very tired of this Natalia!!! They are asking me again for documents in pdf when they know perfectly well that I can only get them in excel... I don't know what part of... THE BANK IS NOT PROVIDING THEM TO ME IN PDF, THEY DO NOT UNDERSTAND!!! I don't know if they are laughing at me or this is all a strategy to avoid paying or I don't know what to think anymore, the truth is that I do know that I am already very tired of this whole story, I sincerely appreciate all the help you have given me in this forum but I think it is best that I let them keep my money and that I make the most of it because I am not seeing that they are going to give me a logical solution, the truth is. I would like to know your opinion Natalia. Greetings!!

Thank you for the updates, peina2noe. Could you please forward me the email you received from the casino that states that you had previously uploaded the bank statement in the correct format? Please, send it to natalia.b@casino.guru, thank you.

Dear Vegasino Casino, as mentioned by the player her bank doesn't provide an option to download the bank statement in PDF format, it can only be downloaded in Excel. The player also mentioned that she had to convert it to PDF herself.

We suggest that the player creates a screen recording while downloading the bank statement and sending it to you so that you can see that the document is authentic.

Dear peina2noe,

We hope you find this email in good health!

We are happy to inform you that your account has been verified and we can see you have attempted withdrawal request.

We aim to process withdrawal requests within 3 business days, from the next day that the request was made, or from the day of the last processed withdrawal.

Please note that this timeframe excludes weekends and public holidays. The status of your withdrawal will be updated in your balance history once it has been processed.

In addition, bear in mind that in case you decide to revoke an existing pending withdrawal, the withdrawal process will recommence.

Best regards,

Vegasino Team.

Thank you for the updates, Vegasino Casino.

Dear peina2noe, please, keep us informed about the status of your withdrawal request. It will supposedly be processed within several days, and I hope you will get the payment soon.

Good afternoon Natalia!! Don't worry, as soon as I receive the withdrawal I will inform you... Thank you so much ❤️

Dear peina2noe, have there been any updates? Have you already received your payment from the casino?

Good afternoon Natalia!! Today I received the two withdrawals that I had pending!!! It took a little more than three business days but the matter is resolved. Thank you very much for helping me all. I hope you have a happy new year!! A big hug ..❤️❤️❤️

Dear peina2noe,

I'm so glad to hear that your issue has been finally resolved, therefore I'll mark your complaint as 'resolved' in our system. Your cooperation throughout the whole process was very much appreciated. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time and happy new year to you!

Kind regards, 

Natalia