Withdrawal delayed for over a month

I opened an account with Mr Vegas on 9th February and have been enjoying their offering; I have deposited several thousand pounds, all using PayPal as the payments method, and have made some withdrawals, also to PayPal, and all without issue. I had uploaded all requested verification documents using their direct upload facility and my account was verified.
On 20th March, after finding a forgotten £100 balance in my Paysafecard account, I used this to make a deposit to the casino. I played about 10 low-value spins, before finding that I had reached a loss limit and was unable to play further. I contacted Live Chat support to confirm this, and the support agent informed me that although my weekly loss limit had recently rolled over, there were still a few days until my monthly limit would do the same and therefore I would be unable to play until that day. I said that I would withdraw the money and deposit it at another casino and the agent confirmed that MrVegas does not support withdrawals to Paysafecard. I asked whether I could withdraw to PayPal and the agent informed me that this would not be processed automatically, but would require a manual intervention by the payments team, who would start work at 8am. The agent said that he would add a note to my my account/the withdrawal request explaining the situation.
At 9:30am, I tried to log in to my account, but found that it was suspended. My attempted withdrawal of an unplayed deposit to a different payment method seems to have triggered additional AML verification requirements, despite its low value relative to my overall deposits in the preceding weeks/months, and despite the involvement of MrVegas support staff when the request was made. Shortly thereafter, I received an email telling me that my withdrawal had been cancelled; this contained no explanation, but suggested that I contact the support team for further information. I also received a further email informing me that the casino was required to confirm my "source of wealth" and asking for:
- payslips from Jan-March
- bank account showing wages credited - PDF statements from 1-Jan-23 to 21-Mar-23
- PayPal PDF statement from 1-Jan-23 to 21-Mar-23.
This email stated that access to my account would be restricted within 30 days, if the documents were not provided. This seems like a reasonable timeframe in which to complete this process, but my account had pre-emptively suspended before the document request had even been sent.
I
I replied to this email with some questions, as I did not fully understand the request:
- I first asked why the withdrawal was cancelled, as agents on Live Chat support were unable to answer the question, despite me having been directed there for answers;
- I did not accumulate my wealth between January and March 2023, so I asked whether the casino had, perhaps, meant to ask for Source of Funds evidence; the distinction is significant, as I want to be able to provide the casino with sufficient, though not excessive, documents for their stated purpose. It is not unusual for casinos to presume that the documents they request will contain particular data, which they do not in fact contain. I therefore need to understand why they are asking for specific documents, or what information they hope to find there, so that I might identify the correct documents that will actually provide the information they need to see;
- If the casino meant to ask for Source of Funds, then I asked why the request asked for documents going back further than the date on which my casino account was opened;
- As far as I am aware, PayPal do not provide formal PDF statements, so I made a suggestion as to what I thought they might be asking for, and asked them to confirm whether this was correct;
- I also asked how I might provide the documents, since I was no longer able to access the direct upload facility due to my account having been deactivated. I advised that unencrypted email is not an appropriate mechanism to deliver such documents, as advised by the National CyberSecurity Centre and the Information Commissioner's Office.

I sent this email on 21st March - two weeks ago. I received no response and so I chased via email on 24th March, but this too yielded no response. I have contacted Live Chat support 3 or 4 times to ask for an update, but each time this elicited a response using the exact same phrasing: "We do not have an update at this time." Today, I pressed further, explaining that the response was nonsensical, as I was asking the casino to explain actions it had already taken, or requests it had already made. The support agent today confirmed that the relevant team had received an read my email. No research should be required before that team can explain why my withdrawal request was cancelled, or what they mean by a PDF statement from PayPal, or whether they meant Source of Wealth or Source of Funds. Ignoring my reasonable questions, to which I need answers before I can hope to understand what they have asked me to provide, is not reasonable. Withholding my funds whilst they continue to stonewall me is even less so.

In on of the chat transcripts, the support agent refers to an account I had previously held with Videoslots.com. When I signed up with MrVegas, I was unaware that it part of the same casino network as Videoslots.com and I would probably not have signed up with them had I known this in advance: after years of playing extensively on Videoslots and having passed through multiple iterations of their verification processes without any issues, I eventually experienced a downturn in the availability & quality of their customer support, after they rejected a submitted SoW document and then became wholly unresponsive to my attempts to resolve the issue for literally months. It took over 5 months for them to return my account balance of several hundreds of pounds. That all happened well over a year ago, however, so even after it became pretty obvious that they were operated by the same company, I carried on playing on MrVegas, in the hope that similar issues could be avoided. I was surprised that the agent made reference to the incomplete SoW verification process in that closed Videoslots account, because MrVegas have already allowed me to deposit around £12,000 and withdraw around £9,000 - neither of which should have been permitted if they believed that there was I had an outstanding SoW document request from 18 months ago.
My past experience, of Videoslots ignoring my many attempts to contact them over several months, is the reason that I have chosen to submit this complaint via AskGamblers.

I attach the following:
WithdrawalDeniedemail.pdf - email from MrVegas informing me that my withdrawal request was cancelled
EmailChain.pdf - shows the initial document request email from MrVegas, my initial response and a further email I sent chasing a response from the casino (messages in reverse chronological order).
ChatTranscript6DaysLater.pdf - Transcript of Live support Chat on 27-Mar
ChatTranscript13DaysLater.pdf - Transcript of Live support Chat on 3-Apr

Unfortunately, unaware that these issues would arise, it looks like I did not request transcripts of either the initial chat I was having with support whilst I made the withdrawal, or the one later that day querying why account had been locked. I am sure that the casino can provide you with these.

I have a deposit limit setup on my account of 50 euros per day, however on 17th Feb 2021 I was able to deposit over 500 euros.
My deposit limit has always worked before that time, and I sis not make any changes to my deposit limit.

I spoke to chat about it and they blocked my account from playing at the time, and opened a case for investigation.
I requested they refund the money as the fault was on the casino side and they did not honour my deposit limits.

This has been almost 4 weeks ago, and after numerous emails/chat sessions I have not received any update other than that the team are really busy.
I just feel like the issue is not being looked at, or taken seriously, as I simply cannot get an update.

I have attached screenshot of some of the emails, and also of the deposit limit of 50, and deposits of over 500 from the casino site that day

The date of the incident - 7/6/2019


I am due the following from the above casino:

Withdrawal number: 694327
Amount requested: £3178.98
Withdrawal request date: 6/7/2019

I have sent several requests for my money as well as the verification documents. My account has been verified yet the named casino above has not honoured my withdrawal payment.

IF I do not receive my monies within a reasonable amount of time, I will lodge a detailed complaint to the Gambling Commission.