Complaint #105 WOW Vegas Casino

Closed my account for no reason with pending redemption

By fcknstnd

7 months ago

During the past 48h I bought 4 times their $250 megapack which it s supposed to reward you with a bonus spin, up to 100% value of the pack. 1st megapack purchase, received the bonus spin reward (won 50% extra ) 2nd pack purchase, they didn't reward me the bonus spin that comes with the pack. I related the issue to them and eventually rewarded me with a an extra 50sc to my account in order to cover the spin ( keep in mind that if i was going to spin, I could ve got , maybe, the full 250) . I didnt bother in that moment. 3rd pack purchase, received the bonus spin reward ( won 25% extra ). On the 4th purchased megapack, once again I did not receieve the extra spin, as intended and wrote them back. They didnt answer for over 24h. When they did ( screenshots attached ) said they'll review and i requested the full outcome, considering that I can't spin the wheel myself and first compensation was not fair, but that was past already. Last email from them :

Hi Mihai,

Thank you for reaching out.

After a thorough review of your account, we regret to inform you that we have made the decision to permanently close your account, due to a breach of the terms and conditions that you agreed to upon registration.

Please keep in mind that as per our T&C's and SC Rules:

We reserve the right to refuse a Customer Account to anyone, or to close an already open Customer Account in our sole discretion.

At the moment they closed the account, i had a pending redemption of $1100, that i don't know if they initiated it. Masspay was the method i used on their platform to make the redemption ( i priorly redeemed on wowvegas, with masspay and had no issues ). I made the redemption 21 h before my account got closed.

I sincerely want to know what's the status of my redemption and why they closed my account without any reason?

Please be advised that this decision is final, and the account closure will proceed accordingly.

Wishing you all the best for the future.

Disputed Casino WOW Vegas Casino

Reason Account closure

Amount $1100

Discussion

AskGamblers

• Support Team

7 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

fcknstnd

7 months ago

Problem solved. My account was reopened. Thank you !!

fcknstnd

7 months ago

What issue has been resolved? Where is my pending redemption ? Nobody contacted me about nothing. Can you provide proof of contacting me ?

WOW Vegas Casino

• Representative

7 months ago

Dear all,

Please be informed that the issue has been resolved and the customer has been notified.

Therefore, we consider this case to be fully resolved from our side.

WOW Vegas Casino Complaint Stats

Resolved 34 / 60

Avg. Amount $9,810

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

WOW Vegas Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 23 out of 41 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

WOW Vegas Casino Complaints

See all complaints for this casino

Wow vegas payment delays

Yes, I have 3 redemption requests on Wow Vegas that have been pending since October 14th. I am fully verified and can't get a human agent from their support. The two I am concerned about are to prize out my username is < username removed >. The redemption request IDs are as follows 25571420 and 25571421. Also, I have a 1000sc redemption for skrill that I cancelled and resubmitted on oct 21st the id for that one is 25642663. I am aware that the last one hasn't made it through the processing timeline I'm just concerned because the other two haven't went through either I am attaching screenshots of the redemption page and the multiple emails between me and wowzi there ai support team.

94h left

$1,100

Redemption processing for nearly a month now

I am a good tier VIP member on WowVegas. I'm supposed to have my redemptions processed in one business day. My account is fully verified and I've successfully completed many, many redemptions.

In early October I submitted a redemption request for $200. Nearly a week and half later it still had not been processed. I contacted WowVegas support and never heard back from a human member of the team.

Then on October 10th I attempted two more redemptions for a grand total of $575, none of which have been completed after now 14 days. I once again messaged support, got an automated message that my question has been "forwarded to the appropriate department" and never heard anything else. And then around a week ago I requested another redemption which also has not been processed.

That makes the total of unpaid redemptions $745.

I've never had this issue before and I've used this casino for years.

72h left

$745

Verification issue fields not being shown

I recently started at Wow Vegas. Earning over 200 SC in a quick manner.

While going through verification, I am facing issues entering my full address and ZIP code in the fields because the fields are not showing up at all. Even after refreshing many times, nothing has changed.

Can I please receive help?

This is stopping me from accessing my funds and completely verifying my account.

Unresolved

$200

Elite member 5000 SC redemption unprocessed for 5 days

I am an Elite VIP member at WOW Vegas with same-day redemption processing privileges. I have successfully used this benefit multiple times in the past without issue.

I submitted a redemption request for 5,000 SC ($5,000) approximately 5 days ago during business hours. The request remains in “pending” status with no rejection, no verification request, and no communication of any problem. I am redeeming to a bank that is listed by WOW Vegas as eligible for instant transfer — the same bank I have used previously for successful instant redemptions.

My assigned Elite VIP host informed me on Wednesday that he had escalated the issue to the appropriate department and would follow up. I have received no further contact from him since Wednesday morning.

I have also repeatedly contacted 24/7 customer support with no response whatsoever. I additionally forwarded the matter to WOW Vegas support, who stated they had escalated it to the correct department, but I have still received nothing.

There are no emails or account messages indicating any issue with the redemption. The request simply remains pending.

Today I canceled the original request and resubmitted a new redemption for the same $5,000 before 12:00 PM EST (in line with same-day processing guidelines for Elite/Platinum members). The new request is also still showing as pending and has not been processed.

I travel for work but was not located in a restricted/prohibited state when the funds were won or when either redemption request was submitted, nor am I currently in a restricted state.

I have been a long-term, high-spending loyal player at WOW Vegas and have never previously experienced this level of delay or complete lack of response from support or my VIP host. As an Elite member entitled to same-day processing, this treatment is unacceptable.

Requested Resolution:

Immediate processing of my pending $5,000 redemption and a clear explanation for the delay and lack of communication.

Thank you for your assistance.

Unresolved

$5,000

Account locked after submitting redemption

I recently submitted a redemption on WowVegas for $6500. I've been a member on their site for years and this is only my second redemption. Almost immediately after submitting, I played a bit with the remaining SC I had in my account and logged off. When I went to log in the next day, I receive a message that my account is locked and to contact customer support. I've emailed and haven't gotten any response other than their AI chatbot. I've asked for human agent assistance and after a week have received no reply.

I play here and deposit very often and find it disappointing that after dumping so much money into their platform, they would not honor my win like this. I'm very humbly asking the AskGamblers team to assist me in seeking to resolve this issue.

Unresolved

$6,500

Delayed payments

I submitted 2 withdrawals on September 20th - one for $454 and the other $128.69- and have yet to receive payment.

I contacted support and asked why it still says pending, and they replied that it can still say pending while processing, but on their site it clearly says that if withdrawals are processed on Sunday, they will be paid the following Wednesday.

Today is October 4, and I still haven’t been paid

Unresolved

$583

Account in review for almost a month

About a month ago I recieved an email for Wowvegas stating that they were doing a routine check on my account and asked that I verify like 12 different cards.. so I submitted all the cards front and back pictures and submitted them. It’s now been almost a month and I have not gotten any kind of update, no responses, and with my account being “reviewed” it won’t let me redeem. So now I have had $2000 sc just sitting there pending and it won’t come out of the pending stage until my account review is done. I understand account reviews are necessary for security, but an entire month is way too long to simply review an account. Has anyone gone else had this issue?

Unresolved

$2,000

Address Verification Rejected Despite Valid Documents and Upload Limit Reached

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.

Unresolved

Verification loop preventing redemption despite valid proof of address

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.

Unresolved

$939

Wow Vegas pending redemption

I have been verified fully my verification email is below. I made a $8400 redemption since August 18 and I have been ignored. Since then I hope I can find resolution or even get a human to reply me. I have been talking to only a chat bot I don’t know the next step. Should I just cancel the pending request and try again?

Unresolved

$8,400