Vegas Spins Casino - Self excluded but allowed to play

posted on January 21, 2016.

Hi , I signed up to Vegas spins casino 4 days ago and spent 100 euro. I then realised later that this casino is operated by 888 under cassava enterprises. A group which I am self excluded from.

I didn't win anything but I emailed them and asked them to return my funds as I am not allowed to open an account in the first place and had i won, they never would have paid out once verification showed my self exclusion.
They refused, telling me I had wagered the funds, but that's irrelevant because I'd never have won anything so I didn't stand a chance really.. This is really unfair and I've done some digging and I know I'm entitled to a refund. They aren't allowed to keep that money any more than I'd have been allowed to withdraw winnings.
Further to this, cassava security team who this issue was forwarded to is now ignoring my emails point blank and won't respond .

Can anyone help me?

posted on January 25, 2016.

Hi Tomd88, we have tried to find your account, but unfortunately without a name or email we cannot identify you or find the account, thus cannot reply on the issue.

Please provide us with some information (email/alias) and we will happily assist you in the situation.

Thank you.

posted on January 25, 2016.

Hi again Thomas,

I have identified your account, and upon review, i can see that an email from our Casino Security Team was already sent to you yesterday, so please verify receipt of the email and proceed as advised by them.
We will try to do everything in our power to resolve this issue on a way satisfactory to everyone.

Thank you again for contacting us, and i wish you the best of luck in the hopes the issue will be solved asap.

Kind regards,
Anthony Borg,

posted on January 28, 2016.

Dear @Tomd88,

Any updates regarding your complaint? Did you get in contact with the casino? Thank you.

posted on January 28, 2016.

Apologies for my late reply I couldn't login .. Yes I received the email thank you all so much for your help. The system works :)

posted on January 29, 2016.

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