This Is Vegas Casino - Обещанный игроку приз так и не был зачислен.

On 10/18/23 I received an email from Claire, VIP manager, informing me that I had won a $150 cash prize in their Daily Selection promotion. I was told to send copies, front and back, of my ID and any cards I had used for depositing, for account verification. Upon my account being verified, I would be credited $150. I sent in the requested documents that same day and I’ve never heard anything more regarding this prize. I sent 2 follow up emails, on 10/25/23 and 11/2/23, but have not received a reply. I’ve attached all the emails referenced.

Dear cindyMD,

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. Do I understand correctly that you have not received any confirmation regarding successful verification yet?

Could you please advise when exactly you sent all the required documents? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Dear Kristina,

Hello, thank you for responding so promptly, I appreciate your assistance. To answer your questions: you are correct, I have not received confirmation that my account has been verified. It must be verified though, because in the interim I was able to withdraw.

As to the documents, I sent them that very day, 10/18, in the correct format.

Thank you, again, for your help with this. Happy Holidays ☃️

Best Regards,

Cindy D***

Thank you very much, cindyMD, 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 cindyMD,

I've just reviewed your case and am sorry to hear about your struggles with This Is Vegas. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear This Is Vegas Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's verification, have you received all the documents? When can the player expect them to be reviewed and the withdrawal request to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello Kristina and Natalia,

Thank you so much for helping me! It’s so nice to have people who know what they’re doing in your corner😊

Kind Regards,

Cindy

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,

Thank you for not giving up on a resolution yet, fingers crossed!

Happy Holidays☃️

Cindy

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,