Vegas Grand Casino - Игрок недоволен процессом проверки.

I put 9,400 UAH into the account at 20:59. 14.12.20. I played for my real money, after playing and fulfilling all the conditions, I put money on the withdrawal of 1000 UAH at 00:50. 12/15/20. Received money. Then 12/16/2020. Submitted a request for the amount of 18,900 UAH. I waited until the evening and received a verification letter, the win was rejected, I uploaded the selfie to the desired section. And now I am still waiting for the verification of the photos are not processed !! Let's go for the second day, they answer my questions, wait for the deadline, they don't give any more. There is a feeling that they want to throw to win. Help please, I am attaching screenshots where you can see the amount of money in my account now at 23,900 UAH and I am attaching a screenshot of the fact that the photos are not processed

Положила на счет 9,400грн в 20:59. 14.12.20. Играла на свои реальные средства, поиграв и выполнив все условия поставила деньги на вывод 1000грн в 00:50. 15.12.20. Получила деньги. Потом 16.12.2020. Подала запрос на сумму 18,900грн. Прождала до вечера получила письмо для верификации, выйгрш был отклонен я загрузила селфи в нужный раздел. И теперь жду до сих пор верификацию фотографии не обрабатывают!! Пошли уже вторые сутки, на мои вопросы отвечают ждите сроков не дают не каких ли бо. Есть ащущение что хотят кинуть на выиграш. Помогите пожалуйста прилагаю скриншоты где видна сумма денег сейчас на счету у меня 23,900грн и прилагаю скриншот того что фотографии необрабатываються

Dear Надежда,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that every casino is unique and proceeds verification differently. It can take a few business days to review your documents to fully verify your account and a few more days until your withdrawal is successfully processed. Could you please confirm that you’ve provided all the necessary documents?

If not, I recommend you to contact the casino and find out what documents exactly are required and provide them in the best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay the withdrawal.

Please, keep us updated in case there is anything new.

Looking forward to hearing from you.

Best regards,

Kristina

After my appeal to you, the site stopped behaving altogether, now I tried to write something else that is needed for verification, so they stopped answering me and brazenly closed the chat, and the third time they did not write anything at all and did not go there. Take action !!! Apparently they didn't like that I turned to you.

После моего к вам обращения сайт перестал вообще себя вести одеватно, сейчас попыталась написать возможно ещё что то нужно для верификации, так мне перестали отвечать и нагло закрывают чат а на третий раз вообще ничего не пишут и не заходят туда. Приймите меры!!! Видимо непонравилось им что я обратилась к вам.

Here is a screenshot of the correspondence and

Вот скриншот переписки

After the first call, a consultant appeared in the chat, asking me what I wanted, I wrote to him and he immediately closed the chat.

После первого обращения появился консультант в чате спросив у меня что я хотела, я ему написала а он сразу же закрыл чат.

Yes, of course I will now send you the photos that were sent to them to confirm my identity. I'm ready to wait until they finish it, well, the thing is that I was interested in the timing of what I received an answer, expect how many days they do not know. I asked to clarify they refused. Very much what that nastarazhivayuschee casino. In the meantime, there is no need to worry about it. "

Да конечно я сейчас вам вышлю фотографии которые отправлялись им для подтверждения моей личности. Я готова ждать пока они её закончат, ну все дело в том что я интересовалася по срокам на что получила ответ ожидайте, сколько дней они не знают. Я попросила уточнить они отказались. Уж очень какое то настараживающее казино.

Надежда, KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Please understand, that it can take a few days (sometimes even weeks), to fully review your documents. It's the holiday season, so the process might be slower than usual, and you've been waiting only for a few days so far.

I would recommend you waiting for at least one more week, and if there is still no development in your case, we will intervene. Please keep us updated, and let us know if there is anything new in the meantime.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by submitting new complaints and sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue, and to collect important details and data in one place. Also, I would like to point out, that resolving complaints is a time-consuming process, and your patience and understanding in this matter are highly appreciated. Thank you very much.

Ok, Christina, let me wait another week, today is the first week as I expect. I will definitely keep you informed. Thank you for understanding.

Хорошо Кристина давайте я подожду ещё неделю, сегодня уже первая неделя проходит как я ожидаю. Обязательно вас буду держать в курсе событий. Спасибо за понимание.

Hello, the situation has not changed, Verification has not yet been carried out from 12/16/2020 to 12/29/2020. You promised to intervene if the situation doesn't change. More than I am sure if at this casino now someone registers with my relatives and submits a photo before any win, then they will verify the account in less than a day.

Здравствуйте ситуация не поменялось, Верификация досех пор с 16.12.20 по 29.12.20 так и не была проведена. Вы обещали вмешаться если ситуация не измениться. Больше чем я уверенна если в этом казино сейчас кто-то зарегестрируеться с моих родственников и подаст фото до какого либо выигрыша то они верифицируют аккаунт менее суток.

Надежда, thank you very much for your patience. Before we move forward with your complaint, could you please confirm, that your account still hasn't been verified?

I didn't quite understand you that I need to confirm which training record.

Не совсем вас поняла что мне нужно подтвердить какую учебную запись.

Надежда, is there anything new regarding this complaint, please?

Well the casino doesn't answer anything either. I'll send everything now. Everything is as before, they have only one answer, it looks like an account freeze. Although they have nothing to show. Why do I wait so long for the completion of verification, they also do not answer anything. And I'm already waiting for 21 days when I sent the documents.

Ну казино также ничего не отвечает. Сейчас все отправлю. Все как и раньше, ответ у них один ждите, выглядит это как заморозка аккаунта. Хотя предъявить им нечего. Почему я жду так долго окончания верификации они тоже ничего не отвечают. А жду я уже 21день когда отправила документы.

I have 35,000 UAH on my account now, I still played there. Here are the photos I took today.

На счету у меня сейчас 35,000 грн я там ещё играла. Вот скидую фото сделанные сегодня.

Thank you very much Надежда for your reply. I will now transfer your complaint to my colleague Peter 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.

Hi Надежда,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite LasVegas Grand Casino to the conversation to participate in the resolution of this complaint.

Thank you very much Peter for your help and understanding, I look forward to hearing from you further. Happy holiday to you and your loved ones.

Спасибо огромное Пётр за помощь и понимание жду от вас дальнейшего ответа. С праздником вас и ваших близких.

Thank you Надежда, I wish you the same.

We would like to ask Vegas Grand 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.

I didn't quite understand what privileges it would give me if they don't answer you further.

Не совсем вас поняла, какие привилегии даст мне то если они и дальше вам не ответят.

Hello!

Considered the complaint.

A video conference was held with the player. The player was able to answer not all the questions correctly, but we still decided to pay him the winnings and give him 100 FS for waiting. The winnings will go to the player within 12 hours.

Здравствуйте!

Рассмотрели жалобу.

С игроком была проведена видео конференция. Игрок смог ответил не на все вопросы правильно, но мы все равно приняли решение выплатить ему выигрыш и подарить 100 FS за ожидание. Выигрыш поступит игроку в течении 12 часов.

Thank you Vegas Grand Casino for the reply and help.

Dear Надежда,

Please let me know when you receive your funds.

The funds began to be withdrawn.

Средства начали выводить.

Hi Надежда,

That is good news, let me know when you get paid in full.

Peter the money was issued in full, but it was very difficult to withdraw. After that I tried to play again, and I was very sorry ((. They began to block games, cheated me with two bonuses, yesterday and today I demand that they block my account. This is not an honest site, you need to stay away from such people as far as possible. the fact that the games began to be blocked, and with my personal funds, 3 deposits per week, and the games did not open. They were deceived, they say, those jobs were gone and the games were turned off. I put a deposit yesterday and the games both did not work and do not work. They supposedly everything is working in a regular mode. And those games were closed just where I played and won. + They cheated on 2 bonuses. They say, wait, we will figure it out, but in time they don’t give anything again. Well done that they lowered their rating. need to be delivered.

Пётр деньги были выданы в полном объёме, но очень сложно выводили. Я после этого попробовала ещё сыграть, и очень пожалела((. Мне стали блокировать игры, обманули с двумя бонусами, я вчера и сегодня требую что бы они заблокировали мою учетную запись. Это не честный сайт, от таких нужно держаться как можно дальше. На то что игры стали быть заблокированы причём на мои личные средства, 3 депозита за неделю, а игры так и не открываются. В наглухо обманули мол ишли тех работы и игры были отключены. Я поставила вчера депозит а игры как неработали так и неработают. А у них якобы все работает в штатном режиме. А закрыты были те игры как раз там где я играла и выигрывала. +обманули на 2бонуса. Мол ждите будем разбираться, но по времени ничего не дают опять. Молодцы что понизили им рейтинг. Хотя им ещё ниже нужно поставить.

Hi Надежда,

I'm glad to hear that you received your funds. If the casino keeps having technical issues and it causes you inconvenience, I recommend you to look for a different casino with a better overall rating and offers. There are many reviews on our website, so I'm sure you will find a good alternative.

Best regards,

Peter