Vegaz Casino - KYC проверката на играча се забавя.

Dear Casino Guru Team,

I am contacting you to ask for your assistance regarding a KYC verification issue with Vegaz Casino.

I initially attempted to complete the automated verification process on their website, but I received an error during the process. As a result, I was instructed to send all the required documents by email to their Finance Department, which I did on Saturday.

However, I have not received any confirmation that Vegaz Casino has received my documents, nor have I received any update on whether they have been reviewed or approved. In fact, I have not received any response from the Finance Department at all.

Yesterday, customer support informed me that I would receive an email from the Finance Department very soon. Unfortunately, I still have not heard anything. Today, I contacted support again, but they were unable to provide any information or update regarding my verification.

At this point, it feels like this is simply another way to delay paying out my winnings.

I have uploaded the email reply from Vegaz Casino Support. As you can see, the documents had already been sent on Saturday, so they have had them for several days.

I would greatly appreciate it if you could help me follow up with Vegaz Casino and clarify the status of my KYC verification and the documents I submitted.

Please let me know if you need any additional information from my side.

Thank you very much for your help.

Kind regards,

[Redacted] / Tyrolit

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

Before we proceed, I would like to clarify a few details.

The message from the casino states that your verification could not be completed because your documents have already been submitted on another account. Could you please explain this? Have you ever created or used another account at Vegaz Casino, or could someone else have submitted your documents?

Additionally, could you please confirm:

• Did you accumulate your winnings with or without an active bonus?
• Have you received any further response from the casino after submitting your documents by email?

I look forward to your reply and hope we will be able to help you resolve this issue.

Best regards,

Attila

Hello again, and thank you for being willing to help me.

I actually received an email from the finance department today (see the screenshot). They requested the same documents that I had already sent on Saturday, plus one additional document: a selfie with my ID.

Regarding your questions, I used a wager-free Saturday bonus. The maximum withdrawal is 5x the deposit, which I have fully complied with. I have not violated any of the terms, and I have used this type of bonus on other casino sites before without any issues.

I don't know why I received the error message shown in the screenshot. I have never attempted to verify my account at this casino before.

And now that I've had to submit everything again, I assume I'm back at the end of the queue. So I'll probably have to wait several more days to find out whether they're satisfied with the documents this time.

In any case, now that I've actually received a response from the finance department, I'm not sure if there's anything you can do to help speed things up or give them a little push?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tyrolit,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila