I opened an account at vegascasino.io. I did a deposit and accepted the bonus. I won round about 14-15 BTC and after fulfilling rollover I ended up with approx. 12BTC. When I tried to withdraw 2 BTC, they asked for KYC. Everythings alright so far, but now it gets fishy:
I first replied from the registered mail to the e-mail from the security department from vegascasino.io, if I could supply the documents requested for the KYC from another email, as I used a discardmail to register (I obviously checked their T&C before. Discardmails were not forbidden. PS: I don't like to get spammed). They answered and told me, I have to send them the documents from the registered mail. Fine, fine. I find a workaround and send them the requested documents. Problem now: suddenly they deny to get any mails with documents. I tried a few times to send them the mail. I contacted live chat, but nothing. To check, if maybe the problem was on my side, I sent the mails to other addresses. And surprise: no problem with submitting.
I have no idea what to do... This stinks and I know I won't put any BTC on vegascasino.io anymore, but is there any way, any chance to get my money? 12 BTC is quite alot and feels so unfair to get ripped like this. I have all required KYC documents and proof (screenshots from live chat with date and screenshot of received emails with date) of what I accuse them.
Further more I can obv provide evidence that the account at vegascasino.io is mine, that I won, fulfilled all terms etc., if requested.
TLDR: Casino security department first got mail, than when email contains KYC docs, deny to get any mails.
As per our Terms and Conditions https://vegascasino.io/about/terms-and-conditions
3.1.3. You must enter all mandatory information requested into your registration form, including a valid e-mail address; if you do not enter a valid email address, we will be unable to help you recover any “forgotten passwords”. It is your sole responsibility to ensure that the information you provide is true, complete and correct. You are hereby notified that, in our discretion, we have the right to carry out KYC verification procedures and that your Member Account may be blocked for access or closed if you are found to supply false or misleading information.
In order to resolve the account verification issue please submit the requested documents via this link https://vegascasino.io/security
After the documents will be received you will receive a reply on the registered e-mail address within 48 hours if it has passed the verification process.
Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.
Thank you for your cooperation.
I provided them with the requested documents. They complained about the picture of my bill (727kb, 1158x2048, not blurry!), but hey, I will try a new one tommorow at sunlight. They said it was "too far away"... Well, if I get closer I probably can't get all four corners on the picture, but they should be able to zoom in. Or I provide a scan. I don't care.
Otherwise I'm positively surprised, that things are going forward. :)
I will give another update, after their live chat tells me, that they got all docs and quality is fine.
My documents got accepted and account verified.
Could withdraw all BTC.
This complaint got succesfully solved and can be closed.
Thanks to askgamblers and vegascasino.io for the good cooperation.
Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.
Thank you all for your cooperation.
- 3 of 3 resolved
- 2 days avg response
- 1 week avg complaint life
- 4,163 USD avg amount
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