Vegas Baby— player complaints: 21 in English

I have played at Vegas casino for a little as a week and on the 12th of January I requested a withdrawal of £1000. I kept playing and on the 13th of January I requested again a withdrawal of £4500. On the 14h of january (the first withdrawal supposed to be already processed) I received an email saying I need to provide some documentation to prove from where I am taking the money I’m depositing. On the 14th of January(same day they requested documents) I’ve sent them all right away. On the 18th of January, I get asked for some extra documents which I promptly sent them through. On the 24th of January (10 days after I’ve been asked the first time the documents) I asked for an update but nothing comes back to me. Not happy enough, on the 27th of January I get asked for extra documents to be sent. I obviously sent them on the same day once again. On the 28th of January, for some reason I get asked for the same documents I’ve been asked on the 27th however I sent them again. On the 31st of January, vegas “team” unfortunately wasn’t able to locate all my documents which I sent 2 times (in those documents there are very sensitive and personal informations) so they couldn’t go any further until I would send for the 3rd time the documents. So, I sent once again the documents hoping that this will come to an end as soon as possible. We are now on the 7th of February and I received this email from vegas support saying “ Thank you for your wage slip and bank statement. Please accept our apologies, the review has taken longer than expected and we understand the inconvenience and frustration this may have caused. Your account is still under review in line with our regulatory obligations. Please allow us 10 working days from today to complete the review and once completed, we will provide you with an update” Let’s keep in mind, I have sent last documentation on the 31st of December (last Monday) and after 7 days they saying it will take 10 working days? Also, when I ask the team on live chat about what is going on, or having information, they’re constantly saying they don’t have access to the process, so they can’t give me any updates or explaining what is going on on my account. With all of this I have my £5500 winning money held into the casino (as the withdrawal request from pending status has been reversed into my casino account) and I can’t do anything, I can’t request the withdrawal and I can’t have any info regarding all of this.

Money won and tried to withdraw. Verification required, all documents sent in and accepted. Now a source of funds check required, everything provided, bank statements, payslips, PayPal statements which has nothing to do with their site. Answered all of the questions and now after a month they still want another 10 days which is just unacceptable. The money has been put back in to my vegas baby account so I can play with it but it has not been touched, just an extremely disgusting touch by them hoping I’ll spin through it

Hi, I've told them that I don't get utility bills, that I have a gas card and a coin metre. I've also told them that my passport expired in June 2020, that I don't drive and that I don't have an ID card. It is a joke. It is farcical. I've seen many people online who say despite providing ALL the required documents, Vegas Baby refused to pay them. One person even said they were asked personal information about the payments on their statement. I'm sure if you were to investigate you will find that those individuals didn't receive their money. For the past three weeks during which time I contacted the POGG but didn't hear back, I have resorted to using certain tactics as a means of gathering material so that should I not receive payment I can use said material which, includes screenshots and emails from and to Vegas Baby, in the media. I have a very good relationship with The Sun and The Daily Mail. I will keep a record of this communication also, so it can be on record that I took the matter further. I will also now copy and send this message to Vegas Baby, so we can all know where we are. Have a good day.

Hi I joined Vegas baby on 7/1/22 I deposited £200 via trustly played for a few hours I won £1903 so I decided to cash out at the time once I asked for the withdrawal it said pending so which I thought was understandable I get an email a couple of days later saying I need to provide some documents to verify my account which I duly did then I was sent an email to send a source of wealth document which I did that was on the 19/1/22 I was told that I will get an update in 10days time I thought ok but today I logged in to my account the £1903 is in my account and the withdrawal has been declined I don’t if this company is just playing delaying tactics or what

Withdrawal delay . I won on a game in Vegas baby on 25/11/2021 I decided to withdraw funds totalling to 7000 GBP. As I had not played on there for a while in order to withdraw I had to go through a quick verification process. I had moved address and was asked to provide evidence of this for verification purposes alongside a photo copy of my I.D, unredacted bank statement for the past 3 months and a utility bill. This was sent off on 26/11/21. On 1/12/21 I received a message back asking to confirm two transactions a salary pay of 1.1K and a higher payment from another company, which was a benificary payment. I immediately sent through evidence and confirmation for both transactions. This was a payslip and a confirmation of payment letter from the company sent on 09/12. Everything seemed to take 10 working days up until this point. I have asked what is causing the delay and have been told they can’t give me any updates but are working on my documentation review to process my withdrawal. I have had the same message of : We hope this message finds you well. We would like to inform you that the review of your account and documents provided have not been completed yet, please accept our sincerest apologies, the review has taken longer than expected and we understand the inconvenience this may have caused. We will provide a further update within 10 working days from today on our review process. We appreciate your understanding and cooperation with this process, and should you have any questions please contact customer support on email or live chat. Kind regards, Vegas Baby – Customer Support This is all I have got since sending the evidence for my transactions. I feel slightly like I’m hitting a brick wall due to email and messaging the company only to be told 10 more working days for it to be updated as 10 more working days. I understand that these things take time but if I have provided the necessary evidence I don’t understand what is taking so long.

Was having a good time at this casino, thought the site played well and the layout was simple and easy, I’d deposited and withdrawn a few times. All of a sudden when I tried to withdrawal was asked to verify my account, after sending my documents over numerous amounts of times they are just refusing what I send over when I’ve been told from my bank that this document can be used for proof of address as I don’t have any more utility bills as I still live with parents. I’d read numerous reviews on this site and seen many people have the same problem and even some people have waited for 9 weeks and still not had anything, I just want my funds paying out

Hi I have a problem with my withdrawal, my account has been previously fully verified but has been suspended again from the 6/12/2021 my account is still under review I’ve sent back all requests documents (source of wealth, statment) they said it will be reviewed in 10 working days but today I’ve received email they need additional time another 10 working days without any explanation. Thanks

I joined Vegas Baby on the 11 November 2021. I made 3 withdrawals totalling £830 without any issue. Before withdrawing I checked to see whether I needed to provide anything to verify my account and it said no documents were required at this time and the withdrawals were duly processed.On the 13th November I submitted a withdrawal request for £1,200. I received an email asking for the following documents to verify my account: Proof of Address / Proof of Identity and Proof of Payment. I had no problem with this and submitted the documents. I submitted a redacted bank statement for my proof of address as I did not wish to share certain personal information and this was rejected. The Vegas Team provided me with alternative options and so I submitted my credit card statement in place of the bank statement and this was accepted. The account was verified on the 19th November and I was told that the payment had been passed for processing which normally takes up to 72 hours. I still have not received the funds despite exchanging various emails with Vegas. They have also sent me 3 emails asking me to provide my Santander bank statement - I do not have a Santander account! They have subsequently asked for the correct statement which I have challenged as I provided an alternative for the proof of address. I wrote 3 emails to them on the 3rd December which they have not responded to. I asked them in the email why they now needed the bank statement as I had provided an alternative, accepted, option for proof of address. I also stated that I did not believe they were complying with UKGC regulations in asking for further information as a condition of my pending withdrawal. As I say, they have not responded. Please, please can you help. They either don't respond to me or do not answer the question I have asked and I am continually going round in circles with them. It feels like they are using stalling tactics not to pay out. On the system, the original Proof of Address request is still sitting there with a rejected status awaiting a further upload. I asked them to remove this as they had accepted an alternative and verified my account. They said they can't remove it and that it didn't matter as my account had been verified however they are continuing to ask for another upload of the original. It makes no sense. Thank you for you help.

Hi i deposited a few times here, never any issues went to withdraw and all of a sudden my account was closed, then it was re opened and they asked for verification, i sent it all through which it was all verified successfully. I asked why my withdrawals were still pending 6 days later, they said there were doing extra checks, Its 6 days since, no update other than our team are working on this. No email updates or anything. When i ask daily in chat i just get told theres nothing they can do.

withrawls pending 11 plus days sent info including proof of address / id/ bank statements/ paypal /wageslips live chat support will not give any updates simply you will be contacted via email of which they do not give any timescale etc and no direct contact

they are stalling paying my win i have sent id at least 30 times now , they also send one email asking for certain numbers to be blacked out on the card and then another with different numbers to be balcked out, they are now saying im on gamstop which im not and i have to email gamstop to get my certiifcate, obvioulsy i cant do that as im not on gamstop...if they think i am , why did they alllow over 3 k in deposits

I joined Vegas baby on 24th of September 2021, I played on the casino site and won £35,235. Then I was kicked out while I was in middle of playing roulette. I had a message on my account stating “my account is temporarily blocked from playing games,contact support to re store the acces”. So I was temporarily blocked from accessing to play,but still had acces to my account so i made the amount above stated withdrawal on 25th of September then contacted casino via live chat and was asked to verify my account,which the requested documents where, driving licence,proof of home adress utility bill and also prove of payment method which was front and back of the card which I provided to them.and this was again done on 25th of September. I had to wait 5-6 days for all the documentation to be verified and approved. In mean time my withdrawals were still on pending. Once I was approved the requested documents I was talled then that they require futher documents as I’ve breach the fresh hold on depositing and withdrawals there for they have asked me to provide “3 months of bank statements showing my source of income and showing the transaction to Vegas baby(one click limited) also I was asked to provide 3 months of my pay slip and sorce of funds declaration form to fill,which then I got all the documents and I’ve uploaded all the requested documents to the casino online and also sent them via email. I had to wait for all this to be reviewed and had response back from them almost 8-9 days later. In the response it stated that they have reviewed and validated the documentation provided how ever in order to meet their regulatory obligations they require some additional from me to complete the review… They requested for me to provide an understanding of the loan I took out with my bank is regarding and also provide documentation to evidence the loan payment Secondly they asked me to provide an understanding of the £2000 pound cash deposit which I payed in at my local branch. And also they’ve asked me to provide any evidence my winnings from different online casino site. Of £16110 which is clearly states on my bank statements the payment out to casino amd Recived from the casino.. As this was too much privacy the requested information they’ve asked and it has nothing to do with the Vegas casino to pay out my funds ,l, Then sent the agreement of my loan that was took from my bank as I stated in the email it has nothing to do with them wheather I pay the bank or not for them to ask me evidence documentation to repay the loan. As this is very unfair and very frustrating and they are looking for any excuse to approve my funds as I have completed all the requested documents to them along with proof of my salar. As well as the the stress the put on me the still hold my winnings from 25th off september and they delays from them to respond back to me is awful. Can you help? What would you advise me. Thanks in advance. In total for me to win over 35k I deposited 8100, they also approved my payments that I left in my account and I did withdrawals for £800 on 3rd of October but left out my big withdrawals of 35k on pending.

Hi, I am having trouble receiving my winnings from Vegas Baby. I put in a withdrawal request and they said they needed my card details which I provided. I put in another withdrawal request on the 24th September and I have still not received my funds. I have messaged a number of times and all I get is they are following regulations and there is no time limit on how long it will take. This is affecting my health now, I was admitted to hospital last week with chest pains and I put it down to Vegas Baby.

Have deposited lots of times , made a withdrawl , deposoted more made a few more withdrawls Sent all info to verify address etc which was accepted, Also sent bankstatement/ wages slips/ paypal transactions , withdrawls have been pending for 10 days been on chat support numerous times who say my accounts still not verified , and wait for a email .. have emailed also to to avail asked for a timescale was told there is not one

Since November 6th i have been trying to obtain verification in order to make a withdrawal. sent approx 45 items and i get ignored or a email saying my a/c is under review . locked out of a/c also .deposited 2750. a total nightmare to deal with this casino

I deposited my money into account and feel that I have been a victim of rigged machines. Book of dead and others not had a single bonus and also feel like I had no chance at all of winning . This casino needs checking out to check for anything bad going on please

On November 20th I signed up to Vegas Baby I verified my email and made 9 deposits totalling 190 euro. I refused the sign up bonus so all funds were mine. I played for several hours and ended up making 4 withdrawals totalling 20k for 5 k each as this was the max per transaction. I had funds left in my balance and the next day I play some more. On the evening of the 21st I reversed 2 of my withdrawals totalling 10k and played for hours. I finally got my balance up and made a further withdrawal of 22k on top of the previous 10k. My total withdrawals at this point were 32k. I left just over 480 euro in my online account. Immediately after making this withdrawal I was blocked from playing games. The next morning I contacted live help to ask why my account had been blocked. They stated it was under review and that they were not obliged to tell me why. They suggested that I wait to hear from them. I also asked at this point how i go about verifying my account as when i clicked on "Verify your account" in the account section it had a message stating "We do not need any documents from you at this time" I told the advisor that i wanted to verify my account from now to speed up the process. He did something his end and suggested that I try and click on verify again. I did. The documents I provided were my passport, a utility bill, and a copy of the front and back of the card i used to deposit. 2 days later i checked to see and my account was fully verified. I then contacted them to ask when my withdrawal would be processed. I was told it can take up to a further 3 days and then 5 days for payment to clear. I also enquired as to why my account was blocked from playing and was again told that they were under no obligation to discuss this with me. I send many emails and got the same response. I also during this time recieved an email from the responsible gaming section asking me to sign and return a form stating that i was aware of all of their responsible gaming procedures and that I was happy playing there. I had to fill out my name, address and sign and date it. I printed, signed and returned it immediately. Today I recieved and email congratulating me on my win and thanking me for verifying my account. It then went on to say that they will be paying my win in one lump sum to the bank account attached to my card and in order to do so they want a bank statement from me showing the following info Account holder name iban swift code bank name along with at least one transaction to their site showing on my statement. I responded stating that I would not be providing any more info as I had provided enough already and that my account was fuly verified. I also pointed out and sent them the section in their t&c's that states that all withdrawals can only be returned to the same method used when deposited. This was the card that I had sent a copy of during verification. I also pointed out to them that since 7th May 2019 LCCP introduced changes stating Where an operator delays a request to withdraw funds due to insufficient ID being verified, that operator may be in breach of a new licence condition and may find themselves subject to regulatory action as a result. The new licence condition, Licence Condition 17 – Customer identity verification, requires that: 1 Licensees must obtain and verify information in order to establish the identity of a customer before that customer is permitted to gamble. Information must include, but is not restricted to, the customer’s name, address and date of birth. 2 A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier. This requirement does not prevent a licensee from seeking information on the customer which they must obtain at that time due to any other legal obligation. 3 Before permitting a customer to deposit funds, licensees should inform customers what types of identity documents or other information the licensee may need the customer to provide, the circumstances in which such information might be required, and the form and manner in which such information should be provided. 4 Licensees must take reasonable steps to ensure that the information they hold on a customer’s identity remains accurate. This means that licensees must have verified, as a minimum, the name, address and date of birth of any customer – new or existing – before permitting that customer to gamble. “Additional information” in paragraph 2 means anything in addition to information required to verify the name, address and date of birth of the customer as required by paragraph 1. The key expectation of paragraph 2 is that licensees should ask their customers for any additional information promptly where they have identified a need for that information based on their risk assessment, and that such information should not be requested solely at the point of withdrawal. This is consistent with AML regulations and our published guidance on AML and POCA which require ongoing monitoring of customer relationships and that risks are considered by the licensee at all stages of the relationship. I have yet to recieve a response. My acoount currently has 8 withdrawals totalling 32,400 that are still unprocessed with the option to reverse. 6 x 5,000 1 x 2,000 1 x 400 I feel this casino is deliberately using stalling tactics and not following there own procedures in order to pay me my winnings. They also leave 24 hours between each point of contact via email

I’m writing to complain about this casino I have requested a withdrawal on the 6th of November after winning £7365, they asked for me to provide proof of identity which I successfully completed! I was then asked for proof of bank statements, wage slips and to fill in a source of funds questionnaire which I successfully completed and sent them on Wednesday 11th November I was told by email that my account would be reviewed within 48hrs which clearly this has not been the case, when challenging the casino about this I was not they can’t give me a time frame on how long they’ll need to review my account? This is totally out of order given the fact that the email stated 48hrs, my withdrawals are still pending and I’ve had no help from customer support I have even filed a complaint with a manager and still have not heard anything back

Its been almost 2 weeks since submitting my verification documents. I signed up through our affiliate link. They keep saying it takes 48 hours. But still no response. Totally upset here.

I opened an account on 7th December and accidentally used my wife's card to make deposits (details saved on my phone as I use for online shopping).When I realised I complained immediately on the same date and pointed out that this is against Vegas Baby's own terms and conditions and that the payments should have been blocked and refunded as per the details on their website copied below: 14. DEPOSITS j. All payments into the Account must be from a payment source on which Player is the named Account holder. If this is not the case, the deposit will be rejected and funds transferred back. Any charges levied by the banks and/or payment gateways will be deducted from the reversed amount Vegas Baby took 4 days just to ask for verification documents from me and my wife which have all been sent in the correct format. Not even sure why these were required when their system should have just blocked and refunded the deposits in the first place but I sent them anyway. I have since sent a number of emails querying why a refund of the deposits is taking so long and becoming so complicated when it is clearly against their own policy to have accepted the deposits in the first place. I have received no proper answer to any questions but just standard holding replies. I have also asked how to escalate the complaint, name of the CEO etc as I am so frustrated with the lack of response from customer services but again all my messages have been unanswered. It is now the 16th December and I would have expected a resolution by now as whilst I did make a genuine mistake Vegas Baby have clearly not heeded to their own terms and conditions and need to accept responsibility here. My wife is also self excluded from the One Click Group so the casino has failed in its customer protection on 2 counts here.