I was thrilled I got a free chip from 123Vegas Casino.

I won $100 after I completed their playthrough requirement and then was asked to send my KYC documents for verification.

They ask for current government I.D. and a utility bill.

The utilities are not in my name at my home, like many other people, so I sent my current Automobile Ins. Card with current dates for my proof of address.

I received two emails back, one saying my birthdate did not match my i.d. and to correct through support, which I did, and two, my documents were not sufficient.

It also said that the acceptable documents were utility bill, or three months of bank statement that could not be an online bank either.

Well obviously I don't have a utility bill, and I bank online since there are no banking fees.

So therefore these are their verification rules and I don't qualify.

There are so many other ways to verify someone's identity.

Their verification rules limit a huge percentage of people from receiving their winnings.

I would like to be paid my rightful winnings but they have made it impossible for me to verify my identity.

I would like to be presented with another way to verify of the many ways there are.

I have not had trouble verifying at any other casinos.

Sincerely,

Shawna F**********

Dear Mgem619,

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

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that providing the Proof of Address seems to be the only obstacle standing between you and your winnings? Have you tried requesting a bank statement to be sent to you? I understand that you prefer online banking, but upon an explicit request, you should be entitled to receive a printed version too.

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

Best regards,

Petronela

Hello,

I received an email from 123 Vegas Casino saying they canceled my withdrawal request due to non sufficient KYC documents.

The problem here is, they require a utility bill in customers name to verify address (which most people don't have since a household utility is only in one family members name in almost all situations) or 3 months of bank statements.

They do not accept online bank statements such as, Chime, Varo, etc..which are actual Real banks that have checking, savings, loans, credit cards, etc..

They will only accept 3 months of banking statements such as Chase, Wells Fargo, brick and mortar so to speak.

I bank online, for many reasons, for one no service fees, and it's convenient.

So in this case they will not verify me. And what if someone is homeless, they are not allowed to receive their winnings?

There are many ways to verify someone, and I have not had this issue at any other online casino. I belong to several online casinos and collect my winnings.

Unfair verification process, and I would like to collect my rightful $100 winnings.

Sincerely,

Mgem619

I have the declaration page for my automobile insurance.

This has been an acceptable document in all other situations I have needed proof of address.

Sincerely,

Mgem619

Thank you very much, Mgem619, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) 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 Mgem619,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue.

Now I would like to invite 123 Vegas Casino to join this conversation and participate in the resolution of this complaint.

Dear 123 Vegas Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view?

Is there any reason why you cannot accept the player's bank statements in order to verify her address?

Thank you.

Kind regards,

Tomas

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Mgem619,

According to our Terms and Conditions you must provide the following documents in order to complete the KYC Verification :

A copy of the front and back of any government-issued photo ID (it can be a passport, a state-issued photo ID, or a country-issued photo ID).

Proof of Address not older than 3 months showing player's full name, address (matching the account information) and issuing date (Utility bills such as cable, internet, telephone, mobile, cable, gas, DTH connection, electricity, municipality or Bank/Credit card statement.

All papers must be legible and match the information on the account; any discrepancy may result in delays or additional action depending on our fraud protection standards.

KYC papers must be supplied in English; if a player lives in a nation where another language is spoken, a translation certified by a lawyer validating the information provided will be required.

For more information visit the following T&C link :

https://www.123vegascasino.com/terms

Dear 123 Vegas Casino,

The player has already provided you with a bank statement. But you didn't answer my question: "Is there any reason why you cannot accept the player's bank statements in order to verify her address?"

Can you please explain what seems to be a problem with accepting online bank statements?

Meanwhile, Mgem619, are you able to get at least one of the above-mentioned utility bills?

Kind regards,

Tomas

Hello Tomas,

Since online banks do not physically go through KYC, we do not accept online bank statements as proof of identity. According to our T&C, we prefer regular bank statements over online bank statements.

Kind Regards,

123 Vegas Casino

Dear Mgem619,

Are you able to get at least one of the above-mentioned utility bills? As per the casino's T&Cs in this case, I believe a mobile bill could work here.

Kind regards,

Tomas

Dear Mgem619,

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.

Hi Thomas

Like I have said before I do not pay the utilities at my home, so they are not in my name, which I would think to be the case for more people than not. Usually only one person's name is on utility bills.

Also a mobile phone account does not verify your physical address either unless it is a contract. As a matter of fact Metro does not even have my address since it's a mobile acct.

Being said, 123 Vegas seems to have unreasonable KYC policies, and won't even accept DMV or Insurance policy legal documents.

I guess not too many people can pass 123 Vegas KYC verification.

Thanks

Mgem619

Dear Mgem619,

Could you please clarify if you are using a virtual phone number?

Thank you.

Kind regards,

Tomas

Hi Thomas,

No to clarify I am not using a virtual phone number.

I have had the same cell phone number for many years with Metro PCS.

It just is not a contract so there is no reason to verify a physical address.

In other words it does not sufice as a utility bill, if that is why you ask?

Mgem619

Dear 123 Vegas Casino,

I have discussed the case with my team, and we believe that not every player has the option to provide specific documents for verification of address, especially when they live under one roof with family.

But first, could you please explain why you cannot accept an automobile insurance document? In other words, is there any other document that you would accept instead of those listed in the T&Cs?

Thank you.

Kind regards,

Tomas

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mgem619,

We completely understand your situation. Please send us a hard copy of your credit card or debit card statements. 

Kind Regards,

123 Vegas Casino

Dear 123 Vegas Casino,

Would you accept a printed version of credit/debit card statements? Because the player's bank doesn't send any hard copies to the address, as we already know.

Thank you.

Kind regards,

Tomas

Dear 123 Vegas Casino,

What address do I send hard copy of bank statement to?

Mgem619

Dear 123 Vegas Casino,

Can you please write down an email address where the player should send the requested document?

Thank you.

Kind regards,

Tomas

Hi Mgem619,

Kindly send your documents to the [email protected] or [email protected]

Kind Regards,

123 Vegas Casino

Dear Mgem619,

Can you please confirm once you provide the casino with the requested document so I can ask them about the verification result?

Thank you.

Kind regards,

Tomas

I have sent 123 Vegas Casino my bank document confirming my current and correct address they requested.

Mgem619

Thanks for your confirmation, Mgem619.

Dear 123 Vegas Casino,

Can you please confirm if you have received the document so you can now verify the player?

Kind regards,

Tomas

Hello Thomas,

I received an email from 123 Vegas Casino saying once again the bank statement I sent is not valid for address verification.

Mgem619

Dear 123 Vegas Casino,

Can you please explain why the player's documents are not valid?

Thank you.

Kind regards,

Tomas

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mgem619,

As there appears to still be no progress with your verification, I’m afraid there is not much that can be achieved without cooperation from the casino side. This complaint will now be closed as unresolved and hurt the casino rating.

We believe that every player should be allowed to verify themself, and that's why we expected the casino to offer other alternatives. We understand the casino has the right to ask for such documents, but this isn't the best player experience.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Tomas