Complaint #32 Mr Vegas Casino

£6500 and deactivated account

By Abigail S.

2 years ago

Message on forum

Hi,

So on the 7th august I won over £6000. My account was fully verified but they requested documents before I was able to withdraw. Fair enough; sent what asked for. Then they asked for proof of owner ship for mobile number and said soon as this was sent be able to withdraw.

That was sent and then they said I had to verify an account with Videoslots even though I didn’t use it.

I also done all this. After 3 days of sending bank cards, bank statements, utility bill, passport, phone numbers etc they fully verified my account and said I could withdraw.

I was able to click withdraw and it no longer said “verify”

So in this order I withdrawn:

8.20 - £6000 - pending

8.29 £178 - approved

9.38 £200 - approved

11.05 £300 - pending

11.05 £200 - pending

So as you can see they fully verified account and approved 2 payments made after the big one.

Was told to be patient and was no issues nor did they require any extra documents, this was being manually processed as it’s a large sum.

They then declined the £6000 and £300 - £200 withdraws and deactivated my account. Then told me they now decided the account isn’t fully verified but it was fine when they approved 2 payments.

Anyways I sent the bank statements off once again - was told on live chat from what they could see the account is still fully verified and they failed the withdraws and my account balance is £6550.70.

I’ve not really had any answers as to why my account was deactivated and they’ve kept my money when the account is fully verified - other than they are now doing internal review.. but they’ve not told me what for or what the issue is. It’s now the 13th - acc still deactivated.

Disputed Casino Mr Vegas Casino

Reason Declined payment

Amount £6500

Discussion

AskGamblers

• Support Team

2 years ago

Dear Mr Vegas Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thank you in advance.

Bellarose21

• United Kingdom

2 years ago

So - the 7th august sent me £350 I withdrawn - then a further £40. Although I had over £6000 in account this is all would let me withdraw.
10th you allowed me to withdraw £6000, £178, £200 and £500 .. but only processed the £178 and £200.
Then deactivate account for 2 weeks and decide needed to do internal checks even tho they should have been done before a single withdraw was processed. Or the race you fully verified my account and done checks the morning I was able to withdraw.

Then send me £577 on august 21st and tell me confiscating the remaining £6000 by apparently breaching terms and conditions for multiple accounts - correct me if I’m wrong but 2 weeks ago you addressed this and said more documents were needed and checks due to the fact I had multiple accounts - which by the way I am unaware of. You made me fully verify an account with Videoslots which I don’t use and have never deposited on the site!!
So if I beached why did you email me about the accounts 2 weeks ago and I didn’t breach them then? As I was able to withdraw and even had some approved?
I’ll attach the email I received about it.

Bellarose21

• United Kingdom

2 years ago

So my balance on the account was £6550.70.

They’ve just sent me £577 and said they are confiscating the rest and closed account fully?

How can they pay me £577 and keep the rest?

Bellarose21

• United Kingdom

2 years ago

Still no money. All I’ve been told is doing a security check. Since I won on 7th august.
Yet like I say processed 2 withdrawals no problems made after the big one:
Seen that and deactivated account. Nobody told me what the security check is for when account is fully verified:

Mr Vegas Casino Complaint Stats

Resolved 3 / 18

Avg. Amount $3,214

Avg. Complaint Duration 5 days

Avg. Response Time 4 days

Mr Vegas Casino Complaints

See all complaints for this casino

Account was deactivated

I had no problems at first. I am a woman and I deposit with my friend's card.I won money and they asked me for verification.I sent the necessary documents and they saw that the card was not in my name and asked my friend to write that he agreed to me using his card.I sent everything again and then my account was deactivate. I waited two weeks for them to confirm my verification.My account remained deactivated.I spoke to support several times.They told me the case was being handled by a third party.I've been waiting for a month with no results.I just want to withdraw my profits.

Unresolved

Issues only when trying to withdraw

Trying to withdraw on Saturday the 22nd March and was told my withdrawal was rejected due to an ongoing standard account review (I had this standard review on Videoslots at the same time which was 2/3 weeks ago now and last week I was told the review had finished) I have £500 pending with Mr Vegas and I have no idea on a timescale to get my funds.

Resolved

£500

Withdrawal not being processed for 7 days already

I have 3 withdrawals pending which total almost $8,000. It has been 7 days since the withdrawals were requested.

On day 7 I contacted support to inquire where my funds are and am told there is a “glitch in the system” and they are investigating.

I have been told to wait for an email from the payments team. Have not received any emails. My emails are being ignored.

Seeing many other players online with this issue.

Unresolved

$8,000

Mr vegas delaying my payment of 125 eur

On friday 5.5.2023 I received a friday rainbow bonus in the amount of 1.70€, did a couple of keno game bets, had some luck with couple of numbers, so I decided to play some slots too. I ended up making 3 separate withdrawals with total sum 125 eur. Withdrawals were approved within 15 minutes but after a week I still didn't receive my withdrawal. After asking for it couple of times, I get the same answer every time, wait, we will contact you, our team is working on it etc. I would just like to get my winnings and be done with it. I will attach the chat pics, to show how our contact didn't make any difference in being answered or paid.

Unresolved

€125

Can't withdraw winnings site problem

I have been trying to withdraw winnings since Friday 17th March.

My account has closed loops that say I can only withdraw them to certain payment methods which I can’t as they are disabled old cards and my bank Dose not accept the payments, I originally had the option of my PayPal on Friday where it would only let me withdraw part of my winnings because of the payment loops. The option of PayPal has now been removed until the remaining loops are closed. I have been back and forth with live chat and emails to be told the same thing over and over that the loops are closed and I shouldn’t be having this problem.

I have asked numerous times for a manual override payment to my PayPal of my full funds which I don’t get a response to or the same response of the loops are closed. There is clearly a problem on the site I have done everything asked cleared cookies browsers history tried different devices. Nothing is working. I just want my winnings to be put into my PayPal.

Fully verified on the site, I did not have this problem on their sister site videoslots who a few months ago closed the loops the same day.

This is extremely frustrating.

Unresolved

£2,130

Payment of funds missing, issue ongoing for months

HI, the problem with Mr Vegas is due to the fact of non payments of funds 21/11/2022.

I used an IBAN to withdraw funds, but it only asked for my bank address and not my sort code or account number, because of this it went into the banks own international banking and not my personal account.

I had to get proof of payment of Mr Vegas to show my bank the money belong to me. When Mr Vegas sent me proof of payment I sent it to the bank. When my bank sent the money back, Mr Vegas wanted proof of payment from my bank which I got and then sent it to Mr Vegas. After send numerous Emails, I have still not received my funds.

This has been going on since 30/12/2022, proof of payments from Mr Vegas and my banks proof see attachments below.

Can you please help me with this issue,

Tina

Dear Tina,

Thank you for your patience and cooperation.

With regards to the missing bank withdrawal you had raised with us on 2022-12-04, kindly provide the below to your bank so that they can proceed with the investigation from their end.

< Payment Info removed >

If you should require any further information, p

To: < email removed >

Subject:Re: From Mr. Vegas

Mr Vegas Ltd | Level 2 & 3 The Space | Alfred Craig Street | PTA 1320 Pieta | Malta

Unresolved

£4,100

Unpaid balance, still waiting 1000

Hi and good afternoon,

On January the 30th I Deposited £30 and won £1000.

I tried to withdraw and my account got instantly deactivated, I reached out to customer support via live chat which I was greeted with a very kind person named Edward, Edward said it was because of verification and asked me to provide 6+ pictures of documentation relating to my identity,

This was very quick and I had it all verified within hours, after this I had to wait until my account could re-become active.

Live chat was entered once again, I was then told my account was under review for duplicate accounts which was never the case as I didn't currently have a active account with the casino.

I waited a week and then was told I can have my withdrawl processed manually when I contact customer support through email.

So February the 5th they put a request across for the withdrawl of £1000, I have been in and out of emails and live chat for another week waiting for any sort of news on this but constantly keep getting told I have to wait and it's being sorted.
I have no idea what's going on, I Feel very isolated as I have no access to the account and every support person I write to or email I sent gets replied with the same sentence.

I just want this sorted as this is going onto week 3, I have many screenshots of live chat but have attached one, The photo attached was 3/4 days ago telling me I'm high priority but still haven't heard a single word back, if you would like additional information about this then please ask I am new to this complaint process.

I would like to say I have been nothing but co-operative kind and understanding about the matter but I feel like I'm being led on, please look into this for me as I would love for this to get sorted, thankyou for your time to read this.

Email used for the account has been submitted to yourself but I'm unsure of the account name as the email was the log in.

Thankyou for all your time taken
Sam

(Withdrawl needed of £1000)

Unresolved

£1,000

Deposit is missing

Made a deposit via Neteller on 12th October. It was approved and paid from my Neteller balance, but the money never appeared in my Mr Vegas account. (Neteller receipt attached)

Contacted Mr Vegas support on 13th October. They stated that the deposit failed for some reason and the money should return to my Neteller balance within 5 banking days, but it did not.

Contacted Mr Vegas support (in my local language) on 18th October. They said they would escalate this matter to payment departmend.

Contacted Mr Vegas support again on 20th October. Was promised an update once this matter is solved. Have not heard anything back and today is 25th October. Deposit is still missing.

Resolved

€10

Pending withdrawal and verification

I was playing at Mr Vegas casino and managed to win 2273 €. I´ve made previously withdrawals without problems and my gaming account was verified. But this time was different and around 24 hours after requesting a withdrawal they deactivated my account and wanted some additional document (holding an ID next to my face). According to them it´s normal procedure to deactivate an account while reviewing a document. Okay no problem I sent it immediately and since then I´ve been waiting them to review it and pay my withdrawal. Every time I contact them they tell me to wait a little longer and promise to keep me updated but it has now taken 3 weeks to review that one document. Surely it can´t take that long to verify one simple document? I hope you could help me with this matter.

Unresolved

€2,273

Balance not refunded

It has been almost two weeks since trying to withdraw my $169.00. Although I have never made a withdrawal I was blocked from requesting my money be returned to my bank, after having provided all chequing acct details.

I was refused the ability to return it to my Visa., even after I was advised that I would need to make another deposit on my Visa and would then be able to withdraw - I deposited $10.00 and still could not make a withdrawal.

The amount being withheld is now $179.00. So, my next option was to open an “Instadebit” account which would allow me to withdraw. My account was created, and I have provided proof on numerous occasions but Mr Vegas support continues to suggest they can’t confirm my account at Instadebit.

I have been advised by Instadebit my account is active and there should be no problem. I have received dozens of emails from someone new in Support everytime and the story keeps changing.

I just don’t understand why they won’t reset my account (I have no access) but all requests are being ignored.

Unresolved

$179