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Royal Vegas Casino - Requesting documents again after a successful verification only to stall my payment

RESOLVED
Complaint Info
Disputed casino Royal Vegas Casino
Reason Verification issues
Posted on July 11, 2015

I have won on royal Vegas casino, done the whole lengthy time wasting verification process. Eventually they successfully processed the payment. Now this will be the forth time they will require me to verify myself. I understand they do this to attempt the player to lose back their winnings. I know very well as I have been a victim of these procedure on numerous occassion. I do not need to send the same documents for the forth time. They say they have no record of it. This is totally unprofessional on their part. I have even provided them with the email correspondence stating that they have verified my information.

Posted on July 8, 2015

Hi

If your documents were verified the first time there is no need to submit documentation again.

I will look into the matter and will let you know as soon as possible.

Regards

Wim

Posted on July 8, 2015

Hi

Although you mention that we have successfully paid your withdrawal after receiving and verifying your documents, it is, unfortunately not the case.

You initially requested a withdrawal of 5000AUD on 4 July but as we had not received your documentation, the withdrawal was returned to your casino account.

You again requested a withdrawal of 4900AUD on 7 July and another of 100AUD on 8 July and these have not been processed due to some outstanding documents.

We require the following from you in order to process your withdrawal:
A copy of your new Drivers licence (The one you sent us was of an expired one)
A copy of your card ending 5796
Confirmation of your address as the Utility Bill you sent us has a different address (It may be that you could have moved)

As soon as we have the above we will process your withdrawal without any delay.

I sincerely apologise for the inconvenience.

Please, also forward me a copy of the e-mail you received to confirm that we have verified your information to [email protected]­for­tun­elo­ung­e.com

Regards

Wim

AskGamblers
Posted on July 11, 2015

Dear @fb_10­153­049­782­493037,
Any updates regarding your complaint?
Thank you.

Posted on July 12, 2015

Mate, I have sent you a copy of emails stating my verification....I've added new ones to verify again. Like I said you deliberately put that money back to tempt me to play with it again which I did.

Posted on July 14, 2015

Hi

As per the e-mail I sent you yesterday, directly, your withdrawal has been paid and should be in your account within 48 to 72 hours.

We, again, apologise for the inconvenience.

Regards

Wim

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