MGM VEGAS CASINO SUPPORT AND COMPLAINTS THREAD

Dear ravenwolf24,

When reviewing the CAF form and card copies you sent, our KYC team noticed that they were both completely blurred, making it impossible to validate them. Please send the CAF form in a suitable manner with all the information clearly visible. The form must be physically signed and should be sent in a PDF format. Please note that the KYC process is highly crucial and necessary in order to ensure that the money gets sent to the rightful owner. None of the casinos takes KYC lightly and it might take a few working days to complete this thorough process.

BULLSHIT - Give me your address and I will send you the same forms I sent them, and you tell me if they are blurry - This is more bullshit delay tactics 

You haven't responded to me in 2 days - whats the problem? 

Perhaps you can have your team send it again. I have no mail from your casino at all. I don't see the issue in resending an email that I can't find. Or forward it to me, this is ridiculous. Again the email is [email protected]. Thank you 

I never got an email, please resend it.

Hello ravenwolf24,

We will reach out to Casino Rep to ask them to reply on your post. Maybe an answer could be delayed due to weekend.

Keep an eye on this thread.

Thank you.

Hello ravenwolf24,

Casino Rep got back to us and said that they are not allowed to provide an email address of Casino Rep for KYC purposes. They are kindly asking you to properly deliver KYC to the KYC staff -  [email protected].

Please let us know when you finish all the requirements.

Thanks in advance.

This is bu***** I have sent them over 6 copies of what they requested to all three email addresses sent me - I am getting tired of this run a round 

Hello ravenwolf24,

We've got the information that Casino Rep will reply to your post and will try to resolve this issue as soon as possible.

Keep an eye on this thread.

Thank you for your patience.

They finally replied and verified my cards now I wait for the withdrawal 

Hi  ravenwolf24,

We are glad to hear that you've been verified.

Please let us know when you get paid.

Thanks in advance.

They tell me it will be 5-7 business days so from the start of trying to get my withdrawal to when the money may be released will top 50 days - probably more

Hi  ravenwolf24,

Let's see if they will stick to their words.

Keep us informed.

Thank you.

yea according to their message I should receive my withdrawal between May 17 and 19. We will see 

Hi  ravenwolf24,

Nice to hear that. Please let us know when you receive the funds.

Thank you for keeping us informed.

I had a terrible experience with MGM Vegas online casino. After meeting all the required playthrough and providing all the necessary documents, they are refusing to pay me my winnings. At first, they told me that my water utility bill is an acceptable document for verification purposes, but after I provided it, they changed their stance and claimed that it's not sufficient. I strongly believe that they are using this as an excuse not to pay me because I won off a no deposit bonus code. It's incredibly frustrating because I followed all their rules and played fair and square, yet they are not honoring their end of the deal. Their customer service has been unhelpful and unresponsive, and it's evident that they don't value their customers. I wouldn't recommend anyone to use their services, and I caution others to be wary of their shady business practices. Save yourself the trouble and go elsewhere for your online casino needs. And they operate without a license so there's no regulation I will keep this review up and will be posting more until they honor my withdraw and verify my account. (TO WHOM IT MY CONCERN .... MY NAME IS ROBERT GODINHO MY USER NAME ID IS R******) I WILL CONSIDER RETRACTING MY POOR REVIEW IF THIS ISSUE IS FIXED

Hello RobGodinho186,

Thank you for sharing your experience with MGM Vegas Casino. Sorry to hear that you are encountering this kind of issue. We will try to reach out to Casino Rep in order to check what is happening with your verification procedure.

Keep an eye on this thread for any updates.

Thank you.

I have been getting the run around 

Well, they came up with a new excuse for not paying me out. They said I had another account under my name, which is false. Back in Dec 2022, I saw the coupon for $100 in play and I signed up with my new email forgetting that I had signed up before - I used the coupon and made the playthrough and went to withdraw and was told I had another account under the same username but different email. I was told that I had to forfeit the money won $100 and deactivate the old account but I was allowed to keep the username ravenwolf24 with the new email. - I got that straightened out and have played there off and on until I won this $800 and tried to withdraw and we all know how that has gone. I am not going to quit I deactivated any duplicate accounts back in Dec and they need to pay me what they owe me - when asked if they could give me the username for the duplicate account, they couldn't because I'm using it with the new email. So what help can you give me with this? 

Hi ravenwolf24,

Just to let you know that it is a violation of the T&C if you have a duplicate account, and that is not allowed. We will contact Casino Rep again and see what they have to say about this situation. Once we hear back we will let you know,

Keep an eye on this thread.

Thank you.

yes, I know its a violation - I have been playing these casinos for years now - What I am saying is I deactivated any duplicate account in Dec 2022 when I mistakenly signed up with my new email and tried to cash out the free bonus - at that time I kept my username from the first sign up and changed the email to my new email. But I was assured that the old account had been deactivated, so I made deposits and played. My question is, if they verified my documents why didn't they find at that time this duplicate account? Why wait until I try to withdraw? There is something bad going on here.

Hi ravenwolf24,

When we receive feedback from Casino Rep, we can tell you with certainty what can be done about this case. We are asking your for a bit more patient to get the update from their side.

Thank you for your understanding.

A bit more patience 🙄 Yea, that's what I need because this has been going on for almost 2 months now. But then again, what can a person do when they are at the mercy of these crooks who come up with all kinds of excuses to either delay your payouts or flat-out deny them? 

Hi ravenwolf24,

We will send them a reminder email in hopes that we can get a response as soon as possible.

Keep an eye on this thread.

Thank you.

I just received this email from the Casino - 

Dear Frank,

Thank you for selecting MGM Vegas Casino!

We received your withdrawal request of $800 on 10th May 2023.

We regret to notify you that, based on your ID evidence, our Risk and Compliance team discovered that your first name does not match our casino records.

As a result, you are not able to cash out and are given the option of having your money refunded in our casino.

If you agree, please respond to us so that we may transmit your information to the team, who will reimburse the deposit amount to the cards you used to make the deposit.

Regards,

Payouts Team

Contact Us:

Online Chat (24/7)

E-Mail:[email protected]

My name on my documents is Frankie Godon - but I go by Frank - my utility bills I sent them for address verification have Frank but my passport of course has Frankie. 

This is the most ridiculous thing I have ever heard to deny someone money they won. Now this is true robbery of money I have won 

They also sent this email 

Dear Frank,

Withdrawal request update

If need be, a representative will follow-up with you as soon as possible. You can also view this ticket's progress online. 

Hi ravenwolf24,

We have reached out to Casino Rep and forwarded to him your concerns. Let' see what the resolution will be. Once we hear back we will let you know.

Keep an eye on this thread.

Thank you.

Now they send this to me again 

Dear Frank,

Hello and welcome to MGM Vegas Casino!

Please note that KYC is a very significant and necessary process that the casino conducts to ensure that money is paid to the right individual. We cannot process your withdrawal since your name does not match the name on your ID evidence, and the names on your ID proof and address proof do not match as well.

As a result, you are unable to cash out and must decide to have your money reimbursed in our casino.

If you agree, please respond within one week so that we can forward your information to the team, who will refund the deposit amount to the cards you used.

Regards,

Payouts Team

Contact Us:

Online Chat (24/7)

E-Mail:[email protected]

Your supportdeskcasino Team,

We hope this response has sufficiently answered your questions. If not, please do not send another email. Instead, reply to this email or login to your account for a complete archive of all your support requests and responses.

Hi Berks So how long is this going to take?

Hi ravenwolf24,

Casino Rep told us the same thing about your verification, which is that your name on your ID card does not match the name on your address proof. The casino has every right to consider this suspicious if the name does not match on the documents you send as proof. Our advice is to ask them what other documents you need to submit in order to prove that it is you.

Thank you for understanding.

Keep us informed.

This is bullshit - Frank and Frankie are the same names. I figured you would be smarter than that to figure this one out  

I sent them a copy of my bank statement which has my legal name "Frankie" which is the same as my passport "Frankie" and a photo of me holding my passport - I don't know what else to send them or do - since this is a stupid excuse not to pay me. I go by Frank in everyday dealing and online - I have never had this problem with any other casino - they are trying to stall here. All my credit cards have Frank Godon on them I don't have any that use my name, Frankie. I even sent them the Credit card statement with my address on them that shows I have the same last name and address - so this is beyond ridiculous, and if you can't stand up for me in this dispute, what good are you? Even you must agree that Frank is short for Frankie. Have these people lost their common sense? 

I can understand if the name was completely different, like Bill or George, but to be a shortened version of my name as a reason to be suspicious? To use that as an excuse not to pay me? That is bullshit! Anyone reading this can see that.  Frankie is a match for Frank. If that was the case, why didn't they flag it when they verified my account? Why wait until I won and requested to withdraw the maximum given my deposit? 

Hi ravenwolf24,

We understand that you're frustrated with the verification issue you're facing and feel that the casino is using it as an excuse to avoid paying you. We can see that you've provided various documents to support your identity, including your bank statement, passport, and credit card statement.

As we have already said, we cannot consider that Frankie and Frank are the same, and the documents to be valid for verification must match, and this rule in all casinos is strict. Our advice is to send them additional documents that will show that it is really you, if the Casino is willing to accept more documents from your side, because just because your data does not match, they consider it a violation of the rules.

Please contact them again and ask what you need to provide to prove that you are that person.

Please let us know if you get any updates.

Thank you.

Are you stupid? Frank is the shortened version of Frankie or even Francis - I understand that you may not be from the US but here we use shortened versions of our names for simple things like utility bills or credit card statements - an example is Bill for William - Jim for James - Dan for Daniel - Rick for Richard and Frank for Frankie - only an idiot would think that these are not the same person. Now I did send them my bank statement which thank God has my address and my legal name on it to prove my address and that it is the same as my ID - I am beyond frustrated with this rules bullshit just to keep me from accessing money I won. And if you are not going to help get me someone who will 

and this rule is not in all casino's - I have been playing for years now and have NEVER had this problem - anybody with a brain knows that Frank is short for Frankie or Francis. Othe casinos pay out with no bullshit excuse like two additional letters at the end of a name.

Hello ravenwolf24, 

Due to insulting our staff, you are banned until further notice. We do not tolerate this kind of behavior. Your presence is no longer welcome here.

Have a nice day. 

I have been trying to get mgmvegascasino to issue my withdraw to my Bitcoin account for over three weeks now and I keep getting the runaround or they don't reply at all. I have been successfully verified and assured that it would be taken care of but that was two weeks ago. There has to be some kind of action that we can take. I mean I'm requesting $80 withdraw goodness!

Hello Robertpierce6,

Could you please send us your Casino Username via private message so we can get in touch with Casino Rep in order to help you with this issue?

Thank you in advance.

Hello Robertpierce6,

Thank you for sharing your credentials with us. We will ping Casino Rep in order to help you with this matter.

Keep an eye on this thread for any updates.

Hello MGMVegasCasino!

My situation is exactly the same as Valerie Rey's above.  On May 14th my KYC documents were approved, I submitted my BTC address, and on May 16th, I received an email from support saying that my BTC address was approved and my withdrawal was in final review.   Support's first email said that it is a 7 to 10 business day timeframe from document approval to payout.  By my count, today is at least the 14th business day and I have as yet heard nothing and received nothing more despite several emails and futile attempts to get anywhere with the chat.  I can at least see that my withdrawal is still pending, but that's all.  Please help me out, all this slow playing is starting to get demoralizing.

Thank you for your time and consideration.

My username is:  Std_deviant              and my email address: [email protected] 

Hello Std_deviant,

Sorry to hear that you are encountering this kind of issue. We will notify Casino Rep about this matter and hope that we will get an update as soon as possible.

Please keep an eye on this thread.

Thank you.

Minor Update: moments after posting here they emailed me saying that there was some single letter discrepancy between my ID and my Cox cable bill.  So as requested I immediately sent back a copy of my most recent bank statement (with everything matching perfectly).  Hopefully this doesn't further delay my withdrawal (who am I kidding, of course it will). 

I'll keep you posted when I hear more.

Hello Std_deviant,

Thank you for letting us know. Hope that you wouldn't have any issues in the future with this brand.

Keep us informed.

Hi Robert, 

Your withdrawal was processed on 5th June, 2023. Kindly let us know if you received your funds. Thanks for choosing us  💗

Kind Regards,

MGM Vegas Casino

I OFFENDED YOU?
WHAT DOES IT FEEL LIKE TO BE SO WEAK
THAT MERE WORDS HURT YOU?

Well Berks, I'm sorry to say but I could use your help with this same problem with MGM Vegas Casino.  They are still finding bs reasons to slow pay me.  

As I stated about a week ago they asked me for a different/additional document verifying my address.  So I carefully went over the list of acceptable documents they sent over and chose to send them my Bank of America statement for May.  This clearly fits their criterion that it must be a "real bank account statement under your name" and must Not be a "Virtual banks(Chime, PayPal, Varo, etc.) or credit/debit card notice".  Everyone knows that Bank of America is a "real" bank, Not a virtual one, it is the largest bank in the world for crying out loud. Yet they just replied, almost a week later mind you, saying that,

"We see that the address proof shared by you is not valid we request you to share a full document of your bank statement for KYC verification."

I sent them all 4 pages of the statement, as one document, which clearly says on the bottom of each page 1 of 4, 2 of 4, 3 of 4, and 4 of 4, so it is obviously the "Full document" and they are just dragging their feet for some reason.  

Can you please reach out to the rep and get this cleared up and see if they will finally pay me?  These guys are driving me crazy. 

Thanks in advance,

Std_deviant

Well they just requested my Bitcoin address (again), so I'm treating this as good news and hoping it means that everything has been signed off and that my withdrawal should be processed imminently.  

I'll keep you posted.

Thanks for letting us know Std_deviant,

Please keep us updated. 

Hello Std_deviant,

 Do you have some updates regarding this matter?