Beschwerde #6 Vegas Hero Casino

KYC impossible to get verified no help whatsoever

Von Joshtosh13

vor 5 Monaten

I have contacted the casino over a dozen times, they have never responded to my emails with anything useful. I am stuck in an infinite loop of submitting my documents for KYC just to get rejected without any explanation. It’s been over a month I am trying to get verified but this casino just doesn’t seem to care and just rejects me and ignores me. I have no idea what to do.

Unseriöses Casino Vegas Hero Casino

Grund Verifizierungsprobleme

Betrag $24000

Diskussion

Joshtosh13

vor 5 Monaten

They responded to my email and gave a better explanation as to what they are requesting but I am not sure that such details change much since I submitted a doccument containing this exact information many times and they still rejected my file.
“Kindly note, to proceed further we need to follow our KYC procedure and we must be sure if funds used for deposit are not from 3rd party. We need an explanation from where those funds are coming (Screenshot with detailed transaction details showing sender names, amount, date). “
This is the document I submitted (see attachement) but they seem to reject it when it contains all the info. Currently I submitted this document again and is pending for around a week now, perhaps I gave them what they are asking for and are just trying to delay the inevitable?

AskGamblers

• Support Team

vor 5 Monaten

Dear Vegas Hero 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.

Joshtosh13

vor 5 Monaten

They just emailed me and basically just repeated the same nonsense:
Once again, we would like to inform you that to proceed further with your request we need explanation for the source of the funds received on November 21, 2025, for 500 CAD. Also we need proof of deposit made with Bitcoin + ownership showing holder names.

We have been waiting for your explanation + proof of deposit and ownership since December 22, 2025.

Furthermore, we wish to bring to your attention to the following aspects of the General Terms and Conditions, which you acknowledged upon the creation of your account on our website:

5.1 : You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.

5.3 : You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

They are still not clarifying what I am supposed to provide, they are not explaining why my bank statement and Interac e transfers are not enough, I provided my Coinbase statements and account info highlighting all my account details yet still being rejected. From my understanding they are gonna take as much time to answer and wait for 30 days to pass just to close my account and keep all the money in my account. Never seen such a thing…

Joshtosh13

vor 5 Monaten

24k cad on the account

Vegas Hero Casino Beschwerde-Statistik

Gelöst 2 / 8

Durchschn. Betrag $6,073

Durchschn. Dauer 4 Tage

Durchschn. Antwortzeit 3 Tage

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