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
Dr Vegas Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 59 out of 67 complaints in this category have been resolved.
This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.
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