Vegas Rio Casino - El reintegro del jugador se ha retrasado.

I sent an email to Veronika about this issue. She suggested I open up a complaint on site. She does have screenshots related to this complaint supporting my claims.

1) Vegas Rio offered a free spins bonus. The bonus had a playthrough which was approximately $3750 and I played through $5269 far exceeding the minimum playthrough.

2) They left $3308 in my account because the maximum cashout on my promo was $100.

3) They sent me a confirmation email for my withdrawal saying someone would be in touch. No one has been. I submitted the KYC ID per their request even though the withdrawal is in BTC. BTC is instant for withdrawal on most reputable casino sites so the fact there is any delay with this is head scratching.

4) Their play through requirements are ridiculously high and I played through them with excess funds left over. I fulfilled my part of the free bonus and now they need to fulfill theirs.

5) Please reference the attachments I already sent to Veronika via email. I found her email because I saw another complaint about the same issue that happened to me with another player so this casino appears to have problems that repeat. The other player had his withdrawal issue solved and I hope I can have mine resolved as well.

Dear KF427,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello I got a reply from them. They said "Thank you for selecting Vegas Rio Casino!

We have received your withdrawal request of $100 on 11th May 2023.

We are sorry to inform you that as we have not received valid KYC documents, we are compelled to cancel your withdrawal request at this moment. You can again request for withdrawal once you verified your KYC.

We need the following KYC documents as a part of our compliance and security:-

- Front and Rare copy of ID proof

- Utility bill (recent bill under your name and address) - can be gas /power / telephone / internet bill or your credit card or real bank account statement under your name

Please ensure that your details which are shown up in the documents are clearly visible, legible and do match the information in our records as provided by you.

For more details, please refer to the links as mentioned below: -

https://www.vegasriocasino.com/terms

https://www.vegasriocasino.com/bonusterms

Thank you for your time and patience and for your kind understanding in this regard.

Happy Gaming!

Regards,

Payouts Team

Contact Us:

Online Chat (24/7)

E-Mail:support@vegasriocasino.com

I uploaded my ID and residency long ago. This case as I mentioned to Veronika is a repeat case. They did this to another player too and they stall and they say this didnt work and that. They are not being truthful. If you can please assist me now that would be appreciated.

Dear KF427,

Have you received your withdrawal from the casino yet?

Hi Kristina,

No I have not. I sent an email to you and Veronika several days ago as a cc. You guys can clearly see I provided everything asked for for the 2nd time and then they didn't reply.

Thank you very much, KF427, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi KF427,

I've just reviewed your case and am sorry that you came across such a problem with Vegas Rio. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Vegas Rio Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please provide us with more information regarding the case? Could you please check again if you have received anything from the player since we could see from the forwarded emails that the player sent you the required documents on 18.5.23? Or please specify if there're any missing documents.

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Hi Natalia,

Thank you for assisting me. I am sorry I have experienced this issue as well. I am surprised a casino would make things difficult for players because one would assume they would want to attract new customers to their establishment with satisfied customers. I am not sure why they made this process so difficult, or why they have failed to respond to my submissions which you are aware of, and as of the time of my writing, your requests to join the conversation as well. I will say I am disappointed in their actions but am hopeful they will do the right thing. Thank you for all of your assistance in trying to make things right and hopefully they do the right thing.

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.

Hi Natalia,

I have an update for you. I spoke with Teresa on their chat. They rarely have anyone available for chat. I informed her of my complaint. She stated "You havent replied to them or to me

Teresa

I have seen and checked that your documents has been received. So kindly wait for an update from our team via email"

I asked her how long this takes as its been about a month and she stated "Your withdrawal team is working on it So as soon as possible you may receive the email So kindly wait for an update from our team"

She also said "Teresa

I will forward your request to our team from my end So that there will verify and get back to you as soon as possible."

Vegas Rio admitted they received and reviewed my documents. They admitted their withdrawal team has them and they are using language which is ambiguous as to when I will hear from them. They will get back to me whenever they do.

So that is the update for now. Also if they didn't receive your emails they are now fully aware of them via their chat agent Teresa.

Thanks for all of your help.

Hi Natalia,

Update. Today I received an email from them asking me to verbally verify my birthdate so they could update it in their system. I was surprised they would ask since ai submitted the ID. They also said they dont accept screenshots of bills so I sent a pdf copy today. I have now fully complied (again) with all requests and they really need to process my withdrawal. Thats the update. More requests which were immediately handled and still no payout.

Hi KF427,

thank you for the updates, I also received your email.

Unfortunately, there's been no reaction from the casino yet, but I hope we'll hear from them in the set timeframe.

Dear KF427, I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

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,

Natalia