Complaint #13
Dr Vegas Casino
Severely Delayed Verification Code, Request to withdraw made 11/11/2016
9 years ago
I requested a withdrawal from Dr Vegas on the 11th of November 2016. I have requested a "Verification Code" after submitting all of the requested proof of I.D and address details. I was assured this had been sent on 18/11/2016 (a full week after my Withdrawal Request) but alas..... nothing.
I have followed this up via email and live chat on no less than 15 occasions and all I get told is that it had been sent etc. I advised I still hadn't received the code on 28th Nov via an email conversation with Anita. I then went to the lengths of confirming they had the correct address for me (which they do) and then was promised by Anita that I would receive a new code, by recorded guaranteed next day delivery but again, after checking the post today.... nothing - The email I was sent by Anita is below:
From: Anita < surname removed >
Sent: 28 November 2016 11:53
To: < email removed >
Subject: Re: Chat with Nathan on Thu, 17th Nov 2016
Hi Nathan,
I am very sorry about that. I will send a new code straightaway.
I apologies for the delay. I'll send new cod via recorded guaranteed next day delivery.
Thanks.
Ticket: https://drvegas.freshdesk.com/helpdesk/tickets/8358
Kind Regards,
Anita < surname removed >
VIP Marketing Manager
DRV Services Limited
Interchange House, Howard Way, Newport Pagnell, MK16 9PY, United Kingdom
Telephone: +44 (0) 1908 299343
Email: < email removed >
I can't seem to get anywhere with this and the Withdrawal is for £1466.66 (coming up to Christmas I had budgeted this in to what I would be able to spend).
I have followed this up via email and live chat on no less than 15 occasions and all I get told is that it had been sent etc. I advised I still hadn't received the code on 28th Nov via an email conversation with Anita. I then went to the lengths of confirming they had the correct address for me (which they do) and then was promised by Anita that I would receive a new code, by recorded guaranteed next day delivery but again, after checking the post today.... nothing - The email I was sent by Anita is below:
From: Anita < surname removed >
Sent: 28 November 2016 11:53
To: < email removed >
Subject: Re: Chat with Nathan on Thu, 17th Nov 2016
Hi Nathan,
I am very sorry about that. I will send a new code straightaway.
I apologies for the delay. I'll send new cod via recorded guaranteed next day delivery.
Thanks.
Ticket: https://drvegas.freshdesk.com/helpdesk/tickets/8358
Kind Regards,
Anita < surname removed >
VIP Marketing Manager
DRV Services Limited
Interchange House, Howard Way, Newport Pagnell, MK16 9PY, United Kingdom
Telephone: +44 (0) 1908 299343
Email: < email removed >
I can't seem to get anywhere with this and the Withdrawal is for £1466.66 (coming up to Christmas I had budgeted this in to what I would be able to spend).
It's now the 6th of Dec...... 4 days after the verification code was supplied to Dr Vegas Support and 25 days after my initial withdrawal request was made!
Hopefully, today is the day I actually get paid out 😂 I won't hold my breath.
In short, 25 days have passed and I've still to be paid out my winnings. The only progress I've made is that after 3 weeks I finally received a verification code, however, upon supplying this to Dr Vegas it feels like they're stalling on paying me out. How can it take 4 days to match the code you sent to my address to the code I've quoted to your support team?
Hopefully, today is the day I actually get paid out 😂 I won't hold my breath.
In short, 25 days have passed and I've still to be paid out my winnings. The only progress I've made is that after 3 weeks I finally received a verification code, however, upon supplying this to Dr Vegas it feels like they're stalling on paying me out. How can it take 4 days to match the code you sent to my address to the code I've quoted to your support team?
Dr Vegas Casino Complaint Stats
Resolved
64 / 72
Avg. Amount
$1,011
Avg. Complaint Duration
6 days
Avg. Response Time
2 days
Screenshot
