Complaint #19 WOW Vegas Casino

Redeeming my winngs

By Donaldmwyant

2 years ago

I'm writing this complaint in regards to not being able to redeem my winnings, WOW Vegas locked my account with over 7k still on it they are stating that I had another account, which that is false because it was and is my only account I've ever made at an online casino, they asked for my personal information ie: drivers license, bank statement, a selfie of me holding my drivers license, proof of address. I've emailed them quite a few times and they haven't responded but once. I'd like to cash out my winnings

Disputed Casino WOW Vegas Casino

Reason Other

Amount $7600

Discussion

AskGamblers

• Support Team

7 months ago

Dear @Donaldmwyant,

The AskGamblers Complaint Team is kindly asking you to assist the WOW Vegas Casino team further and contact casino support directly.

Please keep in mind that, as per the AGCCS Terms and Guidelines, which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process; therefore, please make sure to confirm by posting the public message if you have provided the requested assistance.

Should you refuse to cooperate or fail to confirm, we will have no other choice but to reject the case and recommend that you forward it to the relevant regulatory body.

Thanks for your cooperation.

WOW Vegas Casino

• Representative

7 months ago

Dear @Donaldmwyant,

Due to the nature of your inquiry, we kindly ask that you contact our Support Team directly at [email protected] so we can review and assist you appropriately.

Thank you in advance.

AskGamblers

• Support Team

7 months ago

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of WOW Vegas Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

AskGamblers

• Support Team

2 years ago

Dear WOW Vegas Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

WOW Vegas Casino Complaint Stats

Resolved 34 / 59

Avg. Amount $9,973

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 40 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

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

Closed account after submitting redemption

I submitted my first redemption since I created my account in 2022. My redemption was for $1800.

I have been messaging them trying to figure out when they were going to process it and instead of processing it I get an email saying that after close review of my account that they are closing it.

There is absolutely no reason for them to close my account. I can prove every transaction that I ever made on the account was mine and made with my cards. If there not going to send me my redemption then I would like a refund for all the transactions made on my account.

Unresolved

$1,800

Trying to redeem my winnings

I have been trying to redeem my winnings. I'm 100% verified and it takes me to a page says I'm verified, to close the page after that, it doesn't do anything.

I emailed wow vegas they said my account is verified. I'm getting angry it shouldn't be this big of a hassle. The website has emailed me back and forth and still not resolving my issue.

Unresolved

$5,007

Wow vegas refuses to provide records verifying the settlement of a disconnected bonus round

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.

Unresolved