Complaint #14 Mr Vegas Casino

Mr Vegas Casino is holding my 3316 Euro for over 42 days denying my withdrawal

By Adam W.

4 years ago

Hello!

I have account on Mr Vegas Casino for almost 2 years, fully verified, I sent my ID, skrill confirmations, bank details and selfies. Everything. All was succesfully approved and verified. I made many deposits and withdrawals in the past.

On 24th of February 2022 MrVegas Casino restricted my account, they blocked me from making withdrawals. I received this email:

"Annalisa (Mr. Vegas)

Feb 24, 2022, 14:45 GMT+1

Dear

We hope you are enjoying playing on our website.

We are required by law and under the terms of our gambling license to verify your source of your wealth.

Such a check is required so that we can justify your activities and transactions at Mr Vegas. This is not only to protect Mr Vegas, but also you as an individual.

For us to complete this process, and to avoid any further interruptions to your gaming experience, please provide one or more of the relevant documents listed below:

Employment income - payslip with a bank statement, documents confirming salary and/or tax returns;

Inheritance Income - a copy of the will, signed letter from the solicitor;

Investments – a copy of the portfolio statement or bank statement showing receipt of funds and investment company name;

Dispositions – legal agreements bank statements clearly showing receipt of funds;

Property - evidence of title, copies of trust deeds or signed contract of sale;

Ownership of business - audited accounts containing information on dividends;

Confirmation of your source of wealth from regulated professionals such as accountants, auditors, notaries and lawyers;

or any other type of documents which would assist us in understanding your total net worth.

If you have difficulty obtaining any of the relevant documentation listed above, please contact us.

Frequently Asked Questions

What happens if I don't answer the questions?

Access to your Mr Vegas account will be restricted within 30 days.

What will my documents be used for?

We use any customer documentation solely for the purpose of meeting our regulatory requirements. Documents provided will be held on a secure server and never disclosed to any third parties without a legal justification.

Am I suspected of money laundering?

No, this does not mean that any individual is a suspect of any fraudulent activity.

Best regards

Mr Vegas"

A few days later I sent them all documents needed, I sent them a document from a notary showing that I sold my property, that I received this money to my bank account, that I uploaded funds to Skrill and from Skrill, I was making deposits to MrVegas Casino. Also, I sent them Bitpanda crypto trades confirmations showing that I earned a lot of money on trading and this money was also used for future deposits to MrVegas Casino.

Another few days later I was asked to provide Skrill transactions, Bitpanda transactions. I sent them.

And for the next few weeks silence from them. Zero emails, zero information. When I was asking on live chat people were saying to me that this is a standard procedure and I need to wait a little longer. So far I am waiting 42 days since my block on withdrawals.

FILES:

1. history of disapproved withdrawals.jpg

Here is my account transaction history, you can see here that all withdrawals since 24th of February were dissaproved. After that for some time they even blocked possibility of requesting a new one, then they opened it again but every request was dissaproved. Now again I can't even request it so my ~3316 Euro is still on the account. Zero transactions approved.

2. full verification of my account.jog

Here it shows that all standard documents were verified in the past: ID, address, payment details etc. and still my Verification status has changed to Not Verified after they requested new docs for Source of Wealth (which I sent them via email as they requested).

3. mail from MrVegas about source of wealth part 1.jog

3. mail from MrVegas about source of wealth part 2.jpg

Here is email from them on 24th February showing that they need documents about my Source of Wealth

4. Explanation from them after a month (23rd of March).jpg

Here after a month from restricting my account after few emails from me they wrote to me that they are still working on my case (checking documents I sent). For a month...

"Isabel (Mr. Vegas)

Mar 23, 2022, 15:42 GMT+1

Hi < frist name removed >,

I hope you are doing great!

Our team still working on your case, once we have an update we will forward the information to you straight away.

If you have any other query, do not hesitate to get back to us.

Kind regards,

Isabel"

5. Withdrawal Denied.jpg

Here is my last withdrawal request, denied. After that I can't even request withdrawals.

6. Actual status of my verification.jpg

Here you have a livechat transcript from Tuesday (5th of April 2022) asking if there is any progress about verifying my docs towards unblocking my account for withdrawals.

Answer was simple: NONE. And that I just have to wait a little bit longer:

"Neea

We're still working on your case, when we have an update regarding the situation, we will email you immediately. I am very sorry for the wait with this, but please rest assured as soon as your source of wealth is verified, we will contact you

I have 3316 Euro on my Mr Vegas Casino, all comes from my deposits, I never used bonuses. All is mine.

Please, dear Askgamblers, make an intervention, something is off. I am waiting over a month to withdraw my funds.

I sent them all documents they wanted, all is crystal clear, all confirmations prove my story. All is easy to read.

I don't know why they delaying everything for so long, for over a month.

I want my money back, I want to withdraw all to Skrill. I am ready to cooperate on every level.

All I want is to get back my money, please help me.

Disputed Casino Mr Vegas Casino

Reason Delayed payment

Amount €3316

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

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

£6500 and deactivated account

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.

Unresolved

£6,500

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