I have been trying to verify an account at Vegasino casino for about three days. I have a deposit to withdraw and nothing, there is no way after uploading all the documents they ask me for, they keep asking me to send my card transactions again and again, this seems like a joke to me... I have sent a thousand emails and no one has solved anything for me...

Llevo como tres dias intentando verificar una cuenta en casino Vegasino . Tengo un deposito para retirar y nada no ha manera despues de subir todos los documentos q me piden siguen pidiendome q envie otra vez los movimientos de mi tarjeta una y otra vez , esto ya me parece una tomadura de pelo ... He mandado mil correos y nadie me soluciona nada ....

Hi, so what is the specific problem with what you are sending to the casino? Do they keep rejecting it based on something or haven't they even seen it yet? It would probably be best to find out why they keep asking the same thing if you've sent it to them several times. We give casinos 14 days to verify a player and if they don't, by all means write and we'll try to help. 

I will wait for a reply. 

Hi Jaro, the problem seems to be that the documents they are asking me for are movements from my bank card in PDF, but my bank does not send me those things in PDF, only in a format that I can see by myself because I am in Spain and here we have data protection and we should not and cannot share that type of private information with anyone. Even so, I have converted it to PDF with a converter, but the casino does not want it that way. So I don't know how I can make them see reason, I would appreciate your help. Thanks.

Hola Jaro el problema parece ser que es que los documentos que me piden son movimientos de mi tarjeta bancaria en pdf pero mi banco esas cosas no me las envia por pdf solo en un formato que lo pueda ver yo sola porque yo estoy en Espa?a y aqui tenemos la proteccion de datos y no debemos ni podemos compartir ese tipo de informaciones privadas con nadie .... Aun asi yo lo he pasado a pdf con un convertidor pero el casino no lo quiere asi . Asi q no se como puedo hacer para que entren en razon , agradeceria tu ayuda. Gracias

Did you try to communicate with the casino about this issue? What was their answer to that?

Maybe try to ask at your bank as well, and if you see that it is going nowhere, let us know, and our complaint team will try to help to sort it out.

Hi Romi, I have contacted the casino many times and explained the case... They always offer evasive answers and things like that the verification rules are those and that they are very sorry... Well, there are no solutions. Now I am trying with the bank to see if I have more luck with them and they provide me with the damn documents... I will keep you informed and thank you very much for your advice.

Hola Romi si me he comunicado muchas veces veces con el casino y le he explicado el caso ... Siempre contentan con evasivas y cosas como que las normas de verificacion son esas y que lo lamentan mucho .... Vamos que soluciones ninguna . Ahora lo estoy intentando con el banco a ver si con ellos tengo mas suerte y me facilitan los dichosos documentos ... Os ire informando y mil gracias por vuestros consejos

Hello,

In light of the challenging circumstances, I was considering asking the bank itself too. The only thing that stops you from moving forward, in my opinion, is your banking history. Is that correct? Perhaps your bank will find a way to supply you with such a document.

For example, I receive this PDF file every month in my email box, and despite the fact that I am not familiar with Spanish standards, I would like to hope your bank can create one for you too.

I wish you a quick solution!

Good afternoon!! My situation is still the same or worse... After fighting with my bank I can't get the documents, their response is that they can't send me what I ask for in pdf and they don't come out from there. I have all the screenshots as they tell me it's not possible. I can download it in another format and convert it to pdf. I have opened it and it looks perfect and clear and that's what they're asking me but the casino doesn't want it that way and rejects it again... I'm desperate, I don't know what to do anymore, I feel like I'm going to lose the money I have to withdraw. Please help!!!! Thanks

Buenas tardes !! Mi situacion sigue igual o peor ... Despues de estar peleando con mi banco no consigo los documentos su respuesta es que no me pueden enviar lo que les pido en pdf y de ahi no salen . Tengo todas las capturas de pantalla como me dicen q no es posible . Me lo puedo descargar en otro formato y yo conventirlo a pdf lo he abierto y se ve perfecto y claro y es lo q me estan pidiendo pero el casino no lo quiere asi y me lo vuelve a rechazar ... Estoy deseserada ya no se q hacer siento q voy a perder el dinero q tengo para retirar . Por favor ayudaa !!!! Graciasd

So do I understand correctly that you have asked your bank for the monthly statement in PDF format and they refused to send it to you????♀?

It really seems strange because it is a standard document banks usually send to their customers.

Please try to file a complaint here with our team, if you feel that you really can't move forward, and we'll try to get it sorted out together.

What do you say?

Follow this link, please, to do so, and let us know how you go.

Unfortunately, if this is the case, they refuse to give it to me.... Thank you very much for the help received. We hope that in the next few days all this will be resolved and I can inform you that everything is fine and the case is closed. Thank you very much!!!

Si lamentablemente asi es se niegan a darmelo .... Muchas gracias por la ayuda recibida esperemos que en los proximos dias todo esto se resuelva y pueda comunicaros que todo esta bien y el caso esta cerrado . Mil gracias !!!

We're always glad to help, if possible.

Please don't forget to update your complaint and provide the answers needed so we can continue in resolving it.

We'll wait for the updates.

Good morning! I have requested 3 withdrawals since November 29th and I still haven't received my money! I have been in contact with the live chat 22 times and another ten times by email and they keep telling me the same things that they appreciate my patience and that I will get the money. They did not ask me for verification even though I have sent them a screenshot that says that my account does not need verification. Can you help me?

Καλημερα! Εχω ζητησει 3 αναληψει? απο τι? 29 του Νοεμβρη και ακομη δεν εχω παρει τα χρηματα μου! Εχω ερθει σε επικοινωνια με το live chat 22 φορε? και αλλε? δεκα φορε? με email και μου λενε συνεχει τα ιδια πραγματα οτι εκτιμουν την υπομονη μου και οτι θα παρω τα χρηματα. Επαληθευση δε μου ζητανε ενω του? εχω στειλει και screenshot που λεει οτι ο λογαριασμο? μου δε χρειαζεται επαληθευση. Μπορειτε να με βοηθησετε;

Hi!

I imagine this is quite stress you've found yourself in.

You have been waiting for almost two weeks, which we under certain circumstances considered a resonable deadline for fulfilling the payout.Another intriguing detail is hidden in the complaint: "Despite repeated contact with the casino, they receive automated responses claiming the bank is unresponsive, while the bank denies any communication from the casino."

Can you perhaps ask the casino for a transaction number? The complaint team will investigate the issue, but I personally recommend obtaining transaction details directly from the casino. I'd say it should not be that hard for them if they claim that the bank is being unresponsive, thus it is not "their fault." Might be handy for later use. Have you tried that already, please?

The service department tells me that they have no contact with the foreign exchange department, so they cannot help me. They just tell me to be patient. I asked them to contact the foreign exchange department and they told me it was not possible

Το τμημα εξυπηρετηση? μου λεει οτι δεν εχει καμια επαφη με το τμημα συναλλαγων οποτε δε μπορουν να με βοηθησουν. Μου λενε απλα να κανω υπομονη. Του? ζητησα επικοινωνια με το τμημα συναλλαγων και μου ειπαν δεν εφικτο

Good evening! I have requested 3 withdrawals of €500 and I am still waiting, 9 working days have passed and every day they tell me the same thing.

καλησπερα! Εγω εχω ζητησει 3 αναληψει? των 500€ και ακομη περιμενω περασαν 9 εργασιμε? ημερε? και καθε μερα μου λενε τα ιδια.

I can see in your complaint that the verification is not required at this casino. Right?

But I couldn't understand if this is your first withdrawal attempt there. Is it so, please?

I hope they will be able to solve it before the 14-day time period, so no intervention from our team will be needed and you get the money all okay.

Yes please! My first upload is.

Ναι παρακαλω! Η πρωτη μου αναληψη ειναι.

Hello, I just spotted you mistaken the casino with another one, so I hope you won't mind me clearing up the other thread. Don't worry, you don't have to think about that. ??

Now back to the latest events:

When you speak about the service department, is this a bank department, or rather a casino's, please? I would say both versions are possible, but I would vote for it to be the casino service department because it makes a bit of better sense. One way or another, is there any other payment option you may use to get the money out of the casino? In my opinion, if the casino, for any reason simply "can't reach your bank," should seek out alternatives.

And I'm sorry to see it's turned out to be that problematic... Let's hope the casino will come up with something soon.

With the card I made a deposit, I requested a withdrawal, as I do in all casinos. And the money comes in immediately. Now I am closed for 2 weeks. Tomorrow is the 14th day

Με την καρδα που εκανα καταθεση ζητησα αναληψη οπω? κανω σε ολα τα καζινο. Και τα λεφτα μπαινουν αμεσω?. Τωρα εχω κλεισει 2 εβδομαδε?. Αυριο δηλαδη ειναι η 14η ημερα