Mr. Vegas Casino - El jugador está experimentando dificultades con la verificación de la cuenta.

I have played often at this casino, have made a few withdrawals over the months that I played. In January, I made a deposit and then my account was locked and they asked me to verify my details, which I then provided a number of documents to satisfy this, except it felt more like harassment as they kept rejecting my submission. I did communicate that the information I was providing is exactly what they were asking me for. After 11 emails, I just indicated to close the account as I never won a whole lot from this casino more like made frequent donations to site as the highest payout ws 300. The casino seemed to get hung up on a screenshot from my bank which I provided a few to them, still no success.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is your account already closed, or is it still open?
• What is the current real-money balance in your account?
• When was the last time you submitted any identity documents to the casino for verification?
• Has the casino specified why the document from your bank was not suitable for verification purposes?

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

Best regards

Veronika

I believe the account is already closed.

The balance is 84.00

I submitted my identity documents in late January, but was away for a while since then.

They are asking for something that is not available from my bank, I have no control what my bank provides. I provided two screen prints in an attempt to satisfy the requirements.

Thanks

Please forward me the communication between you and the casino customer support regarding their verification requests at veronika.f@casino.guru.

Also, could you please specify which documents from your bank you have been asked to provide? Kindly forward me these documents as well. Thank you for your cooperation.

Dear SusieQ,

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.

Thank you for the extension, a close family member passed away on Sunday am, so will get the emails forwarded over the next couple of days sorry for the delay.

Hello SusieQ,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear SusieQ,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. In the meantime, if there have been any updates since your last message, please feel free to share them here in the thread or via email at petronela.k@casino.guru. You can also forward any relevant communication directly to me.

Thank you for your understanding.

Thanks

Hi SusieQ,

Thank you for your reply, and once again, please accept my sincere condolences for your loss. I completely understand the delay.

When you have a moment, I would kindly ask you to forward the email communication between you and the casino, especially regarding the verification process and the documents they requested.

You can send everything directly to my email address: petronela.k@casino.guru

This will help me review your case more thoroughly and assess whether the casino’s requests were reasonable.

If there have been any updates in the meantime, please feel free to include those as well.

Thank you.

OK sure will forward to you.. thanks for your email

Hi SusieQ,

Thank you for sharing the communication from the casino.

Based on the email, it appears that the casino clearly outlined what was required for verification, particularly regarding the Proof of Address and the bank account verification documents. From their response, the main issue seems to be that the submitted documents did not meet the specified requirements (e.g., matching address, visibility of all details, valid format, etc.).

At this point, I would kindly like to clarify one important detail:

• Did you manage to upload/send all the requested documents again as per their instructions? If yes, could you please let me know when this was done?

This information is very important for us to determine whether the verification process was completed from your side and whether the casino had sufficient time and opportunity to review the documents.

Thank you.

I have provided my documents to them, they keep asking for a bank statement to verify my address, except downloaded statements have no address information on it, it still has my maiden name on my account statements so it's not a good source for id. I explained it's not the correct source for address confirmation.

Hi SusieQ,

I understand the difficulty regarding your bank statements not showing your current address and still reflecting your maiden name.

To help us move forward, I would like to kindly ask:

• Have you offered the casino any alternative documents to verify your address? For example, utility bills, official letters, or any other document that clearly shows your full name and current address?

If yes, please let me know which documents you provided and how the casino responded. If not, I would recommend trying to submit an alternative Proof of Address that meets their requirements.

Thank you in advance.

Yes I have provided a few other documents such as utility bills, cable and cell phone, both were rejected as they were hyperfocused on my bank statement. Thanks

Dear SusieQ,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Hello there,

Thank you SusieQ for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mr. Vegas Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

Hi Peter thank you. I never was able to play my deposit, the 84 is what was left when they blocked my account and wanted me to do the verification. I have never had this happen with a casino where I was blocked from playing. Particularly since I never needed to verify anything as I was told it was not needed when making a withdrawal. Had made a few withdrawals in the past.

Hi there,

I hope you are well.

Firstly, we would like to clarify that the account is not currently restricted. We restricted the account temporarily and emailed the customer with our closure options; however, she never answered our email with a response in this regard.

Players are requested to verify their account from their Documents page from the moment they register. Once they go over a transaction threshold if they have not completed their account documentation verification, we are required to enforce it by restricting their account game and transaction functionality. This scenario happened to this customer on the 20th of January of 2026.

The player has ever since only submitted 5 documents:

• As prof of identity they submitted their passport, which was approved shortly after.
• As proof of address, they submitted two screenshots from their bank account. None showed their home address; thus, they had to be rejected and could not be used for verification.
• To verify their bank account, they submitted a PDF bank statement & a phone bill. The phone bill was not an accepted document to verify their bank, as it did not show the bank account (furthermore, the address in this document did not match with the one registered in the account). However, the PDF bank statement was rejected in error from our side. This has been corrected now.

The customer received emails explaining the rejections and guidelines on what she could provide; however, she never uploaded any additional documents other than the ones reviewed above nor asked for further guidance.

Currently the customer only needs to provide a valid proof of address to get their account fully verified.

The document must not be older than 3 months; all 4 corners of the document must be visible, and it must show her name and address clearly. We accept utility or phone bills and bank statements.

Once the customer verifies her address, she will recover her transactions and gameplay functionality.

Best regards,

Team Mr Vegas

Dear SusieQ,

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.

What is it they are looking for, to provide you with the address verification?? I sent several documents aside from the screen print, they were focused on my bank statement which I did let them know it does not contain the address as its done thru a download of the statement. Please advise as to where I am to submit the address verification document. I could not actually do a verification as when I first signed up, I tried to provide documents, it said no verification required. Thank you

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.

As we have not received a new response from the casino I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

Hello everyone,

My name is Michal, and I am taking over this case. We’ve reopened this complaint at the request of Mr. Vegas Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

This is the email I've received from the casino:

"Hi there,

I hope you are well,

Apologies for the delayed response in this case.

The player's account is currently restricted pending Proof of Address verification.

Upon review it appears that the most recent document the player uploaded was rejected due to an address mismatch on the account.

If the player needs to update their address, they can manually do so by going to their profile "Edit Profile" and they can update their home address here.

Once this has been updated, they can upload a new Proof of address document:

The document must not be older than 3 months; all 4 corners of the document must be visible, and it must show her name and address clearly. We accept utility or phone bills and bank statements.

Once the customer verifies her address, she will recover normal functionality on the account.

Kind regards,

Team Mr.Vegas"

Dear SusieQ,

Can you proceed according to the casino's instructions?

My address did change but I was never notified that there was a mismatch and most of the identity was updated to the correct address. I have just provided my phone bill dated June 1, 2026, they say they accept this as proof of address. My address is correct on my profile. So not sure where the mismatch occurred??

As well I am locked out from playing or making a deposit or withdrawal, pretty drastic means to verification.

My account is now verified. Thanks

Dear SusieQ,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal V

Casino.Guru