VegasBerry Casino - Refused closing my account, overcharging on every deposit, terrible customer service

RESOLVED
posted on November 3, 2015.

Firstly, I deposited £1000 in a series of deposits which I lost. Checked my bank statement and every deposit I made was overcharged as they deceptively use a voucher system, even though I chose the visa option. So this amounted to nearly £100 in extra charges. No mention in the terms and conditions. I emailed the customer service, asked for a refund and self exclusion as I have a problem controlling my gambling. Finally got a reply saying it was a payment error which they would resolve, and refunded me £70 to my casino account, as a bonus not cash.They ignored my exclusion request. I stupidly logged in the next day, and lost another £700 + extra charges again which they cclearly haven't resolved. Emailed them again twice, no reply, account still open, obviously hoping I'd deposit. Luckily someone on live chat agreed to exclude me despite being told the day before they couldn't exclude over chat and it had to be emailed. Overall a scam of a casino, terrible customer service, no player controls, and deceptively taking extra money. I ask for a refund of the £700 and the extra charges.

posted on November 5, 2015.

Dear flyingads,

Thank you for contacting us.

Please note that as you have previously been informed we are experiencing a technical issue on deposit made by card through Epro voucher service system. Unfortunately we are not able to refund the charges directly on the card but we can send it directly to your bank account or skrill account in case you have one. In order to process the refund please provide the screenshot of the charges on your side.

Also please note that the 70 pound previously credited in your account, as refund of the charges received, have been credited as a bonus with zero time wagering, so considered as real cash ( you can refer to attached screenshot).

As per your request your account has now been closed.

Should you need any further help do not hesitate to contact us.

Best Regards,

AskGamblers
posted on November 9, 2015.

@adsaffer,
Are satisfied with casino response, can we resolve this complaint?
Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.

posted on November 9, 2015.

I've had one email from them asking for my bank details to give me a refund, however i've heard nothing since.

posted on November 12, 2015.

Hi!

As agreed with the client we refunded £750 to the client by bank wire in order to cover the charges and the last deposits made.

Best Regards,
VegasBerry Casino

AskGamblers
posted on November 16, 2015.

Dear @flyingads,

Can you confirm that you received the money? Can we close this complaint as resolved? Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.

posted on November 16, 2015.

They have refunded me, however I am not happy. They agreed to refund £750, however I received £730. When I questioned why, they said it was due to the my bank charging to receive the transfer. However in my opinion, if you are going to send a specific amount to someone in their currency, it is for the sender to ensure they make the correct payment in their currency to cover charges and fees etc. I asked them to transfer the remaining £20 and they declined. I asked what happens when someone wins £100 on their site, does the person only receive £95? They ignored my question. So this can be closed, however I would advise people to avoid this casino.

AskGamblers
posted on November 16, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.