Hello,

I have been playing quite a bit on MrVegas and everything necessary has been verified and I've been able to withdraw money as usual. But now, when I deposit money, I'm unable to either play or withdraw it. I just get the message "Withdrawal has been disabled" when I try to withdraw, and "Your play function has been disabled" if I try to play with them. I have contacted them but have not received a response yet. Please help, I don't know what this is due to.

Hej,

Jag har Spelat en del p? MrVegas och allt som beh?vs ?r verifierat och jag har tagit ut pengar osv som vanligt. Men nu n?r jag satte in pengar s? kan jag varken spela eller ta ut dom igen, det kommer bara upp "Uttag har inaktiverats" n?r jag f?rs?ker ta ut och "Din funktion f?r att spela har blivit inaktiverad" om jag f?rs?ker spela med dom. Jag har kontaktat dom men inte f?tt n?got svar. Sn?lla hj?lp jag vet inte vad detta beror p?.

Dear Jakwar,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr. Vegas Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly were these limitations implemented on your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of bonuses? 
• Could you please share your attempts to communicate the issue with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi, I've been a player there since about January I think, the restriction came yesterday right after I deposited. I have only played live roulette there. I have never used any bonus and my deposit guarantees have not been reached. I can send my last message with them here, where I asked them why but they just replied that a card needed to be verified even though I didn't deposit with the card (I only used paypal) but now the card is verified and it is still disabled. I will forward you the conversations via email, please help ??

Hej, jag har varit spelare d?r sedan ungef?r januari skulle jag tro, begr?nsningen kom ig?r direkt efter jag satte in pengar. Jag har bara spelat p? roulette live d?r. Jag har aldrig anv?nt n?gon bonus och mina ins?ttningsgarantier har inte n?tts. Jag kan skicka mitt senaste meddelande med dom h?r, d?r jag fr?gade dom varf?r men dom bara svarade att ett kort beh?vdes verifieras ?ven fast jag inte satte in med kortet (jag anv?nde bara paypal) men nu ?r kortet verifierat och det ?r fortfarande inaktiverat. Jag vidarebefordrar dig konversationerna via mejl, sn?lla hj?lp ??

Was your card successfully verified?

Has your access to your casino account been restored?

Were you able to request a withdrawal of your funds?

Hello, all cards are verified, my ID is verified, everything is verified. I have access to the account so I can see my balance but I still can't withdraw or play.

Hej, alla kort ?r verifierade, mitt ID ?r verifierat, allt ?r verifierat. Jag har tillg?ng till kontot s? jag kan se mitt saldo men jag kan fortfarande inte g?ra uttag eller spela.

Thank you very much, Jakwar, for providing the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Jakwar,

I've just reviewed your case and am sorry to hear about your struggles with your account at Mr. Vegas. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Mr. Vegas Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if all the necessary checks were finished and the player's documents were reviewed? What is the reason for disabling the player's account?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email [email protected].

Kind regards,

Natalia

Hi there,

The customer had source of wealth review on-going, which can take some time. As a casino operator, we are obligated to do these reviews.

The documents have been already approved and I see a successful withdrawal. There shouldn't be any issues anymore.

Kind regards

Mr Vegas

Thank you for this information, Mr. Vegas Casino.

Dear Jakwar, could you please share any updates? Do you have access to your account now? Have you already requested a withdrawal from the casino? Let us know if you have received it.

Dear Jakwar,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.