Account in review for almost a month

I am filing a complaint regarding WOW Vegas Casino's address verification process.

I attempted multiple times to verify my address by uploading valid proof of address documents, including recent utility bills and/or bank statements in PDF format dated within the last three months. Despite meeting the stated verification requirements, my documents were repeatedly rejected by the system.

After several upload attempts, I reached the document upload limit and was unable to continue the verification process. I contacted WOW Vegas support and requested that my case be escalated for manual review. AI support bot "WOWzie" acknowledged that manual reviews may be available in situations where the upload limit has been reached and verification documents continue to be rejected. However, my verification issue remains unresolved.

I am requesting assistance in obtaining a manual review of my submitted proof of address documents and a fair resolution to my account verification issue. I have complied with all requested requirements but have been unable to complete verification due to repeated rejections, the upload limit restriction, and now a loop of AI chat support emails that get me nowhere.

I am filing this complaint because I have been unable to complete verification with WOW Vegas and therefore cannot proceed with redeeming my Sweeps Coins balance.
I currently have approximately 938.73 SC in my WOW Vegas account.
When I attempted to complete verification through WOW Vegas's Sumsub verification system, I was instructed to update my address information with WOW Vegas. However, my WOW Vegas profile already displays my correct residential address, and the information on my proof-of-address document matches that address.
The larger problem is that there is no option available to me to edit or correct the information that Sumsub is referring to. Sumsub directs me back to WOW Vegas, while the WOW Vegas account interface does not allow me to make the requested change.
I contacted WOW Vegas customer support and provided information about the issue. I also have an original downloadable PDF bank statement from PNC for the statement period August 14, 2026 through September 14, 2026. It contains my name and residential address and is a recent bank statement. The document is an original PDF rather than a screenshot.
WOW Vegas subsequently responded to me in writing and stated:
“Based on what you described, your bank statement appears to meet the requirements for address verification.”
Their response also confirmed that proof of address must be dated within the last three months, contain the customer's full name and physical address, and be submitted as a full downloadable PDF.
Despite acknowledging that my bank statement appears to meet those requirements, WOW Vegas did not resolve the actual verification problem. I continued to be directed through a verification process that I cannot complete because Sumsub tells me to update information with WOW Vegas that I cannot edit myself.
I attempted to get further assistance and requested that the matter be escalated to a human KYC/verification specialist rather than receiving additional automated or generic verification instructions. WOW Vegas has now stopped responding to me.
I am not asking for verification requirements to be waived. I am willing to complete all legitimate KYC requirements and have provided a qualifying proof-of-address document. I am simply asking WOW Vegas to correct or reset whatever information is preventing Sumsub from allowing me to complete verification.
I am requesting that WOW Vegas:
Have a human KYC/verification specialist review my account and proof of address.
Correct or reset the Sumsub verification process so that I can successfully complete verification.
Allow me to proceed with redemption of my eligible Sweeps Coins balance once verification is completed.
Provide a clear explanation if any additional document or specific correction is actually required.
I have screenshots showing the Sumsub message directing me back to WOW Vegas, my WOW Vegas profile information, my SC balance, and WOW Vegas's email acknowledging that my bank statement appears to meet its proof-of-address requirements. I can provide these privately to the complaint mediator as necessary.
I would appreciate assistance getting WOW Vegas to address the actual verification issue rather than continuing to send generic instructions or leaving my requests unanswered.

On April 24, 2026, at approximately 12:15 a.m., I was playing Kraken’s Hunger by BGaming on WOW Vegas at a wager of 4 SC. I had completed 30 bonus spins and had just unlocked 10 additional free spins with a 10x multiplier when the game disconnected and began displaying a persistent error 204. I was unable to return to the game or access any other BGaming titles for roughly two days.

WOW Vegas later credited 237 Free SC and stated that the bonus had automatically completed. However, that amount appeared to correspond to the winnings already accumulated before the disconnection and did not appear to include any additional winnings from the 10 free spins with the 10x multiplier that I was unable to watch play out.

I repeatedly requested the provider-side verification records necessary to determine whether 237 SC was the correct final result. These records included the BGaming round ID, session ID, transaction IDs, timestamps, completed game log, final settlement result, bonus outcome, and any provider response showing that the remaining spins were completed and included in the settlement.

For approximately three weeks, WOW Vegas did not provide any of the requested records. Instead, representatives made statements such as, “We have verified the corresponding backend logs, and the round outcome was generated in accordance with the game’s logic and certified mechanics,” without producing the logs or any other evidence supporting that conclusion.

WOW Vegas then repeatedly instructed me to contact BGaming directly. I explained that BGaming could not locate or investigate the round without the account-specific round and session identifiers held by WOW Vegas.

WOW Vegas ultimately stated that it had provided all relevant information, declared the matter fully resolved, and warned that future messages regarding the issue might not receive a response. At no point did WOW Vegas provide the requested round record, replay, settlement calculation, provider verification, or even the identifiers necessary for BGaming to investigate. The last Kraken’s Hunger transaction visible in my account history was BGM-29634517366. The next transaction shown was BGM-29634718633, leaving no visible completed-round record for the interrupted bonus.

I am not asserting a specific missing payout because WOW Vegas has withheld the records needed to establish the actual completed result. However, the 10 remaining free spins with the 10x multiplier had the potential to award up to 5,000 times my wagered amount. I am requesting that WOW Vegas provide the complete provider-side record and replay for the disputed bonus round, including those remaining spins, the multiplier, and the final settlement calculation. If WOW Vegas cannot produce those records, I request appropriate compensation for an interrupted and unverifiable bonus round.

I recently submitted an email to the support email with my proof of address so i can redeem. Then after waiting a day nothing happened. Now my account is locked and im not receiving any updates or help or confirmation that my account is being verified. This has been an issue since November 2025. I’m constantly being given the run around by the AI support and can’t get to a human. It keeps sending an email saying someone will reach out, in the past 8 months I’ve never once been contacted or even asked about the issue. There has been no progress no help and I’m just extremely upset and over it at this point. I just need someone to see my email confirm my address and unlock my account and let me redeem. It’s really not a big ask. That’s all i need for this to be an issue that’s stretched over days is insane. I just need someone to literally verify my account that’s all! But nothing but automated emails with no help or progress. Please can anyone help I’m begging for the company to just do its job and make a customer happy. All i want is a verified unlocked account so i can redeem my 100$ Thats it! then you’ll never hear from me again i promise, I’ve properly submitted what i needed to and been told it’s proper and acceptable so why am i not verified already why am i about to go into another day with nothing no help no update nothing.

Two days in a row now, I have not been paid out for the gold VIP Race tournament. Both prizes have gone over their 24 hour pay out period. I emailed the support only to receive ai answers saying that they are aware of the problem and to wait for a fix but it’s been days now with no progress. I really liked playing on this website but if they can’t even pay out for something they promise, I can’t in good faith rate the company well.

Hi All,
I have a pending redemption of $8200 which has not gotten processed through MassPay. I have sent several emails, live support chats, and have talked extensively with their AI chatbot with no answer as to what is happening to my redemption. I am fully verified, not in a restricted state, have no pending bonuses, and have no play restrictions. I have sent them additional information for my debit card, and I have waited almost 5 business days, despite them saying it would only take 3 days (They operate Monday - Friday closing at 5pm EST) . Attached is a proof of the emails, the live chats, the redemption, everything. I have also been told from their chatbot if I can cancel the redemption it means they have not even sent the funds to MassPay.