For the second time in 2 months, they are asking for kyc documents. Look at my first complaint in November settled in Dec.

Yesterday, i won 7 000 CAD. I made 3 withdrawals 2 x 2500 + 1 x 2000. Now they are asking for documents. We went through this last month. And they approved it.

On top , they do not list the documents they want. What a bunch of broken amateurs.

jh

Dear Jean,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 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. Each casino is unique and requires different documents from players at different times. It isn’t anything unusual, that the casino requires additional identity verification.

Is the casino asking for the same documents as you provided in November/December?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is [email protected], or you can post it here. 

Looking forward to hearing from you.

Best regards,

Kristina

Yes, they are asking the same information but from December 1st to Until now. It’s annoying.

Jh

Thank you very much Jean for your reply. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Jean,

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

I would like to invite BluVegas Casino to join this conversation. BluVegas, can you please explain the need for further verification?

Hi Adam,

thank you for following-up with me. The documents that I sent yesterday morning had been approved today. I am asking you 5 working days to see if the withdrawals will be paid.

I will contact you.

Best regards, Jh

Hello Jean,

Has there been any development with your withdrawals?

Yes I received most of it. Winnings from Jan 12th 2 500$ is still due.

Thanks.

Jh

Thank you for your response, Jean.

I am glad to hear you have received most of your winnings. We will keep the complaint open until you receive the final payment, please do continue to keep us updated.

Hello Jean,

Can you please provide an update on the situation? Have you received the rest of your winnings?

I played my weekly bonus last week. I am waiting for 4 000$ since Monday. After that we will be up to date. Thanks for asking.

Jh

Thank you for the information Jean.

Please let me know when you have received payment and I will mark the complaint as 'resolved' in our system.

It’ s received. Thank you. Cas closed. Thanks. Jh

Dear Jean,

I'm glad to hear that your issue has been resolved and you have received your payments. 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.