Vegadream Casino - KYCプロセスが長引いたため、プレイヤーの出金が遅れました。

I asked for withdraw several ammounts on 15 july 2023.

KYC requested documentations i already delivered a week a go.

I also received confirmation about verification.

But when i Check at the helpdesk chat of VEGADREAM, they keep telling me that the documentation still needs to be checked and KYC is still on it. It is more then a week now and they are stalling my withdrawls.

They gave the same answer every time I asked about it. And that is that KYC department is still busy and i have to wait.

My vacation allowance is now held at Vegadream for more then a week . This is unacceptable

Dear paais000,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format? Have you received any information from the casino support regarding which documents have not been verified or if any documents are missing?

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,

Kristina

Hi Kristina,

Could you please advise which documents you have already provided and when exactly you sent the last one?

I have deliverd them al sorts of documents, bankstatements, creditcard statements over different periods.

Last one is 16 july and i got confirmation they received it and even confirmation on 17 july that documents are verified oke.

Have you provided all the required documents as soon as possible and in the correct format? Have you received any information from the casino support regarding which documents have not been verified or if any documents are missing?

After the confirmation that they received and verified all documents on 17 july, i have had no new requests for new documentation or sorts. I checked it also after 17 july several times via the chat of Vegadream, but they tell me they don't expect other documentation yet.

Thank you very much for your reply, paais000. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina,

The problem has been resolved.

Today i received the witrhdrawls

Dear paais000,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru