For over 3 weeks there asking Bank statements, credit card statements with account no. I sent scanned documents. They do not accept scanned documents. They want the statement downloaded from the bank. I don’t want to show them the account no.

Finally, I am self-employed. They want copies of my invoices. This is confidential. I think it’s the IRS.

what do you think.

Dear Jean,

Thank you very much for submitting your complaint. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. If you wish to receive your winnings, I’d suggest cooperating fully with the casino.

Please keep me updated and let me know if you provided all the required documents.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Hi, do you think Bluvegas is a serious casino and not a scam? My worry is we are sending to much info. Can they take your identity?

Good day Petrolina,

in reviewing my Blu Vegas file, They accepted all my documents for my income tax 2020 and sales taxes remittance for the 9 mo. Period terminated September 30th, 2021 on October 15th 2021. They accepted my proof of address on Nov 11th from my Hydro bill after refusing my driver license a few days earlier.

As you know, now they are asking me Copy of invoices from my self-employed job for October and bank statement for proof of receipt. I told them that I was on vacation since early July. I started a new contract on Nov. 15 th.

Finally, from their last request, they are asking for bank statement for a credit card that do not belong to me.

My withdrawals are dated November 1st.

I can managed the info. On my self- employed earnings to show them my Last invoices dated July 2021. For the credit card information, that card is not mine. I told them to get back to me for the credit card info. Since the no. Shown do not belong to me.

I need your help.

Jh

What can you do.

Dear Jean,

Who is the owner of the credit card, please?

I don’t know. The credit card they refer to do not belong to me. My card is a different no. and I used that card only at Bluvegas.

Hi Petronela,

I sent the required documentation for my credit card and the invoices this AM. Please note that my withdrawals requests are dated November 1st. Thanks for your help. Have a nice week-end.

Jh

Thank you very much, Jean, for providing all the necessary information. I will now transfer your complaint to my colleague Adam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jean,

I have reviewed your case and understand the situation. I will try to contact the casino to see if I can help.

We would like to invite BluVegas Casino to the conversation to participate in the resolution of this complaint.

BluVegas, could you please clarify the status of the player's verification/withdrawals?

We would like to ask BluVegas Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Adam, thank you to follow-up with me. I received 7 500$ on Friday Dec 3rd. Now I have another 10 000$ to go (2 500$ from the original withdrawal). I used 2500$ from the original amount to play this w-e. plus 7 500$ from my week-end winnings.

Regards, Jh

Hello Jean,

Thank you for the update.

To be sure I understand correctly, you have received a payment of $7500 but are now waiting for a further $10000, is that correct? Have you requested another withdrawal?

Yes, you are correct. 2500$ is on it’s way as of yesterday. Thanks. Jh

Hello Jean,

I will extend the timer for 7 days to allow time for your withdrawal to arrive, please let us know if you receive payment.

Hi, now I am waiting for my withdrawals from Dec 3rd 5 000$ Dec 4th 2500$ and Dec 8 th 2 500$

thanks. Jh

Hello Jean,

Has there been any further progress with your withdrawals?

Hi, yes delays are within 5 days now which is good. Thanks for your help. Happy Holidays.

Regards, Jh

Hello Jean,

Could I just clarify if you are still awaiting more payments? or has the matter now been resolved?

Hi David matters resolved. Thanks again. Jh

Hi Jean,

That's great news, I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.