The player from Austria is experiencing difficulties withdrawing his winnings due to uncomplete account verification. Even though we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
WinVegasPlus Casino - Player’s struggling to withdraw his winnings.
Amount: €400
WinVegasPlus Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
So I deposited and lost over 2500 €. 3 times I had a profit of € 1000 and wanted to cash it out !!! Every time they blocked payment option on my account and they always wanted more documents from me. This is an excuse not to pay off !!! Last time on a game won 150 € but disappeared due to technical trap. I reported it but they blocked my account with a profit of € 400 and my documents were wrong
Automatic translation:
Public
Public
4 years ago
Dear Ali,
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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.
Regarding the technical glitch, could you please forward any supporting evidence to petronela.k@casino.guru? 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
Public
Public
4 years ago
Translation
So I find that cheating when still trying to save time because of documents. This provokes players to get back the outstanding payout, to continue playing and to lose !!! And or block the payment option constantly and await further documents. You can already tell that it is intentional. When I spoke to Mr. Adrian on the phone, I explicitly said that I am not alone. They played the same way with almost everyone. I sent documents again! Impudence
Edited
Automatic translation:
Public
Public
4 years ago
Translation
I have sent all documents again, all new photographs are very sharp and visible. But I am sure that you can find another way out as an excuse so that time can disappear again.
Edited
Automatic translation:
Public
Public
4 years ago
Thank you very much Ali for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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
Public
4 years ago
Hi Ali,
I looked at your case and understand your situation. Could you please upload the video to some free online service like WeTransfer and send me the link here: peter.m@casino.guru? In the meantime, I will contact the casino and see what can be done.
Public
Public
4 years ago
We would like to ask the VegasPlus 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
Public
Public
4 years ago
Hello Ali,
I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without the help of the casino. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. As a last resort you could contact the Curacao Gaming Authority (complaints@curacao-egaming.com) and submit a complaint with them. It's not the best license out there, but they might be able to help. Please let me know how the gaming authority responded (my email address: peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
Public
Public
4 years ago
We’ve reopened this complaint as per the casino's request. We received this email from the casino:
"Hi Ali,
we investigated your claims and our CS took a look at your account.
there were some technical issues regarding your documents and it has been resolved.
I was advised by CS that your VIP level was increased to VIP silver due to your successful deposits.
Let us know if we could assist you in any other issue
All the best
Jerome"
Dear Ali, can you confirm your issue was resolved?
