Complaint #118 WOW Vegas Casino

Redemption not being processed

By William W.

2 weeks ago

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.

Disputed Casino WOW Vegas Casino

Reason Delayed payment

Amount $9502

Discussion

AskGamblers

• Support Team

2 weeks 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.

FateWillDecide

• Arizona

2 weeks ago

Redemption has been processed ticket is resolved

FateWillDecide

• Arizona

2 weeks ago

Cancelled and reredeemed for $9502 with the attempt to make it faster as I had gotten enough stars to be gold ranking which allows for 24 hours processing. Also resubmitted debit card for verification. Waiting for the website to make me gold rank which it hasn't yet.

WOW Vegas Casino Complaint Stats

Resolved 33 / 48

Avg. Amount $11,627

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

WOW Vegas Casino Complaints

See all complaints for this casino

Not paying out for tournaments

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.

Unresolved

$500

Won 300 and account locked, being more than a month

Just really think it’s ridiculous I can’t even get any help. It’s been a month not an answer or anything. I won fair and square, shouldn’t of been an issue, and I didn’t think it would be cause verification went smooth, but now it’s been about a month and nothing. So if someone could please make it right or at least maybe answer me I’d appreciate it a lot. It was only 300$ or so I won.

Unresolved

$300

Cannot log in for nearly a year because the wowvegas system emails never arrive

I have been completely unable to log into my WOW Vegas account for close to a year. Every login attempt triggers a "login from unrecognized device" prompt that says a verification code has been sent to my email address ([email protected]). That code has never once arrived — not in inbox, not in spam, not anywhere. My email account itself works perfectly fine and I receive other emails there daily. The problem is specifically that WOW Vegas's outbound email delivery system is not reaching my address.

I have exhausted every troubleshooting step on my end: multiple browsers, incognito windows, cleared cache and cookies, desktop PC and mobile device, home Wi-Fi and mobile data, login attempts using both username and email address, Google SSO (returns error: account already exists with this email), and the Forgot Password link multiple times — no reset email arrives for that either.

I previously contacted WOW Vegas support and received only automated responses. No human agent has looked at this account. I am not disputing any payment. I simply need someone to look at the account backend and either clear whatever session or device flag is preventing login, or manually push a password reset through from their end. This is a backend email delivery failure on their system, not a user error.

Account username: known
Email on account: [email protected]

Unresolved

Unable to Verify Address

I have been trying to get my account verified properly for a couple of months now and at this point, I don't get any responses whatsoever from a live support person at Wow Vegas.
It started off a little confusing because I have used my statements from Chime or sometimes my Cash App statement in the past to verify my address, numerous times. So I had tried uploading each of those documents to verify my address and it wasn't until I emailed their support that they explained that "neo-bank" statements are not valid for verifying an address. And where I live, is a small rural town so we don't get mail delivered to our house address, everything goes to a PO Box. So I sent via email what documents I could get ahold of but was told they all would not work.
Not even my tax return document would work. Which has worked for other sites for verification. I have Sweeps Coins that I won after depositing money a couple of different times on Wow Vegas and unfortunately it seems like I now will never be able to redeem anything.

I have tried emailing their support team asking for help, now that I do have an actual Bank Statement with my house address, and I get absolutely no response except from their AI Support Agent "Wowzie".

And I can't upload a document to the website because it says I've made too many attempts; it's said this ever since the third day I had my WowVegas account.
I really would just like a live representative to help get this verification handled. I'm not sure what else to do.

Resolved

$457

Closed my account for no reason with pending redemption

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.

Resolved

$1,100

Address verification ignored

am submitting this complaint regarding my account at WOW Vegas Casino. I currently have an available balance of $160 that I am unable to withdraw due to repeated issues with address verification.

Timeline of events:
1. I submitted my proof of address in PDF format via my registered account email as requested by customer support.
2. Despite meeting all stated requirements (full name, current physical address, issue date within the last three months), my emails from this account have received no responses.
3. Interestingly, emails sent from other email addresses received responses, confirming that my account email is being ignored.
4. I have attached the proof of address document and copies of my communications for reference.

I am requesting AskGamblers’ assistance to get my address verified so I can withdraw my funds. The repeated silence from the operator is preventing me from accessing my legitimate balance.

Thank you for your attention.

Resolved

$160

Verification failed and no reply from support

I was able to put money in and play, then when I decided to pull out, I was instructed to verify my identity, which failed.

I was then prompted to reach out to support and send all the documents and describe the case, which I did.

After a week and multiple emails, I have not received a single reply from a person, only an AI assistant that keeps telling me my case is being submitted for manual review and to wait.

Resolved

$3,582

Verification status unknown for 4 weeks

I submitted all the proper documents for verification and it's been saying "documents are in were reviewing them now". It's been saying that for 4 weeks now and I just want to cash out my 3,000 $. I've had conversations with the AI support (because there is no live human support) and all I get is run arounds over and over and over again. I submitted my documents to support so much.

It's frustrating I just want to cash out n be over it

Resolved

$3,000

Verification issue unresolved after one month winning small jackpot

Dear Wow Vegas Support Team,

I am writing to formally express my frustration and disappointment regarding my ongoing verification issue, which has remained unresolved for over a month despite my full cooperation and submission of all required documents.

I have repeatedly followed your instructions and provided every piece of information requested, yet I have received no resolution or meaningful update from your team. This delay is entirely unreasonable and has caused significant inconvenience.

If this matter is not resolved immediately, I will have no choice but to pursue formal legal action and report this issue to the appropriate regulatory authorities. I would prefer to settle this matter amicably, but after a month of waiting with no progress, I am left with no other option.

Please confirm receipt of this and provide a clear timeline for when my account will finally be verified.

Resolved

Redemption page blocked by an verification overlay

I am submitting this formal complaint regarding an ongoing issue I have been experiencing when attempting to redeem winnings on your website.

Each time I log into my account and click on “Redeem”, the redemption page appears briefly (for about 1–2 seconds) before being blocked by an overlay stating:
“Your account has been verified. You may now close this page.”

The problem is that this overlay completely prevents me from accessing the redemption page, and there is no option to close or bypass it without being logged out of the site entirely. When I log back in, the same cycle repeats with no resolution.

I want to emphasize that my account is fully verified, as I have received official email confirmation that I am eligible to redeem winnings. Despite this, I remain unable to access the redemption page.

To troubleshoot, I have already:

Cleared my cache and cookies.

Tried multiple browsers.

Tested on different devices (phone, tablet, desktop, and laptop).

Confirmed that my internet connection is fully functional and stable.

None of these steps have resolved the issue.

I initially contacted your 24/7 live chat and was instructed to repeat the troubleshooting steps I had already completed. I was then told that my issue would be forwarded to a support team member and that I would receive an email reply within 2 hours. It has now been several days, and I have received no response.

Further attempts to reach out via live chat resulted in no replies. I then emailed [email protected]
directly, only to receive automated responses repeating the same unhelpful instructions. These automated replies also stated that live support is not available and instructed me to “create a ticket by clicking the button below.” However, no such button was included in the emails. This left me stuck in an endless cycle of generic AI-generated responses, with no actual assistance provided.

At this point, I am extremely frustrated. The lack of effective customer support and the inability to redeem verified winnings give the impression that the system is designed to avoid resolving customer issues and to delay or prevent payouts.

I respectfully request that this matter be investigated and resolved immediately so that I can access the redemption page and withdraw my winnings without further obstruction. Please provide me with a direct line of communication to a support representative who can assist me personally, rather than continuing to receive automated and ineffective replies.

I have screenshots of emails and such if needed along with a short video clip of the issue blocking me from being able to submit a redemption.

Resolved

$105