VegasBerry Casino - Unjustified Confiscation of Funds

UNRESOLVED
posted on October 21, 2015.

Do NOT play this casino if you want to be ripped off. I did a withdrawal of $1250 in total as that was what the casino said was my "withdrawable amount" and it got approved. However their bank rejected my card which was strange as it is happy to accept deposits! Then when the money got put into my casino account only $500 got put back in and the credits I had been playing with after I made the withdraw had disappeared! When I questioned them about it they said it was from a bonus which is incorrect as I didn't opt for a bonus nor did I have any remaining credits from a bonus, and usually the withdrawable amount is "$0.00" until you've played through that. If I wasn't entitled to the $1250 to withdraw then it wouldn't have originally allowed me to withdraw that much or say that that was my "withdrawable amount" and the remaining credits would've been forfeited the moment I did the withdraw. I have withdrawn the $500 now using my Skrill account and would like my remaining $750 that I was entitled to. I see other people have had similar issues. The support team are most unhelpful and take ages to reply. Stay clear at all cost!!

posted on October 23, 2015.

Dear Karlz1,

Please note that the following term has been applied to your withdrawal:
- Players are only allowed to make a one-time withdrawal for a maximum amount of 10x the original deposit when the winnings result from playing a deposit/reload bonus. Any additional winning credits will then be forfeited.
Also, the extra winnings are manually forfeited and that is why you have been able to request your initial withdrawal.
I also attached the bonuses received on your account showing the fact that your winnings have been generated from a bonus.

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

Regards,
Vegasberry Casino

posted on October 26, 2015.

My winnings weren't from a bonus nor did I have any credits remaining from a bonus!! The last time I received a bonus was 7 October. I've made deposits since then without bonuses and I did that deliberately so that any winnings I got I wouldn't have to worry about playing through the bonus to withdraw any winnings which is what I did. One of the deposits I did since the bonus was my comp points as I didn't have any credits left and didn't want to use my own money.my last deposit made before I won and withdrew my winnings was $30(still not with bonus) so the acclaimed 10x original deposit doesn't even calculate to $500.so once again I state that my winnings were not generated from a bonus and I want my money that I won fairly.all you guys are doing are making excuses not to pay me what I'm owed and it is all very dodgy!would not recommend your casino to anybody!!

posted on October 29, 2015.

Dear Karlz1, as you can see in the attached screenshot the winnings have been generated from the bonus received(the bonus is in withdrawn status) . The deposits that have made been lately were lost and winnings were not generated from it.
Regards,
VegasBerry

posted on November 5, 2015.

I can not see any screen shot?? And are you actually reading my statements because what you are all saying doesn't make sense or match up with what I have said and proven??

posted on November 5, 2015.

Hello,

As requested here the files showing that the winnings have been generated by the bonus received plus the bet history plus the deposit made later on. If you double check the history of transaction with the time of the deposit made you can see that the deposit of $30 made after has been lost.

Best Regards,

AskGamblers
posted on November 9, 2015.

@karlz1,
Are you 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.

No, cannot be closed.I don't understand what each column is, please explain. And also the $30 deposit doesn't have anything to do with the winnings I'm disputing as they had only paid me $500 which they claim were from a bonus which pays max of 10x deposit so that doesn't even match up as it would've been $300 if that was the case

posted on November 12, 2015.

Dear Karlz1,

Your winnings have been sized as the maximum withdrawal amount, when winnings are generated from a bonus, is 10 times the deposited amount. As you can see from the screenshots we previously attached your winnings have been generated from a bonus, the withdrawal request has been placed before you deposited and played the $30.

Best Regards,
VegasBerry

posted on November 12, 2015.

But my point is that I had already played through previous bonus hence why I had made deposits as I had no credits left and the winnings were from a no bonus deposit. The withdrawal had been approved already and would've been processed at the total of $1250 had my card not been rejected by your bank which happily took the deposits

posted on November 16, 2015.

Dear Karlz1,

As we previously said your winnings have not been generated from a no deposit bonus but from a bonus credited on your deposit.

The following term has been applied: Players are only allowed to make a one-time withdrawal for a maximum amount of 10x the original deposit when the winnings result from playing a deposit/reload bonus. Any additional winning credits will then be forfeited.

Also please note that any forfeit is manually done and not apply automatically from the system.

Best Regards,
VegasBerry Casino

AskGamblers
posted on November 20, 2015.

Dear VegasBerry Casino,

Could you please provide our Complaints Team with a complete history of player's transactions, including but not limited to all deposits and corresponding bonuses credited as well as a clear explanation on the particular deposit and bonus upon which was applied the 10x max cashout rule.

Thank you in advance for your cooperation.

posted on November 23, 2015.

Thanks AskGamblers for your help as this has been dragging on for way too long! As far as I'm concerned I had played out any bonuses I had and my last few deposits I had made I didn't opt for a bonus and had made those deposits with no credits left. The winnings I got were from one of those no bonus deposits and it had been quite a while after a deposit I had made with a bonus. Once again thanks, I appreciate your help.This casino has just been coming up with excuses and no proof. I have NEVER had this problem with any other casino I play.

posted on November 25, 2015.

Hello, attached the docs as requested. The deposit and withdrawal file have been published as private due to sensitive data. If the winnings are generated from a bonus ( you can see it in the bonus file) teh max withdrawable amount is 10x the deposit.

Best Regards,

Vegas Berry

AskGamblers
posted on November 27, 2015.

Dear VegasBerry Casino Team,

Could you please explain us on what bonus exactly you applied the 10x rule, since it is not obvious from the provided documents? Thank you.

posted on November 27, 2015.

Thank you Askgamblers, as that is my point exactly. Since the amount they allowed me to withdraw was only $500 it would mean that it would be a $50 deposit which was my last deposit I had made with a bonus. But I had played through all of that bonus and had made several non-bonus deposits after that of which there was no credits remaining from that last bonus.Hence my point is that my winnings were not generated from a bonus nor remaining credits from bonus as I had already played through the bonus or had remaining bonus credits and am sick of having to repeat myself and just want my money that I won fair and square to be paid instead of having to keep arguing my point

posted on December 1, 2015.

Hello as you can see int eh screenshot the bonus rule apply to the $50 deposit made on the 7th, and the player winnings have been generated from that deposit.

Best Regards,

Vegas Berry

posted on December 5, 2015.

No, the winnings were NOT generated from that bonus. I played through that bonus and had made 3 non-bonus deposits after that $50-bonus deposit, one of which was my comp points as I had no credits. The winnings were generated from my last deposit of $30 which was a non-bonus deposit!

posted on December 9, 2015.

Hello,

We clearly provided all the proof that the winnings were generated from a bonus.
As you can see in the previous screenshot the status of the bonus is withdrawn.

Best Regards,

Vegas Berry

posted on December 9, 2015.

Askgamblers-are you able to work out and see to confirm that that is true, as I don't see enough evidence.As far as I'm concerned or aware of is that I had played through the bonus and had made several deposits(without a bonus)after the last deposit with bonus. The winnings I got were from my last deposit of $30 which didn't have a bonus. Thanks

AskGamblers
posted on December 16, 2015.

Dear VegasBerry Casino Team,

Looking at the attached screenshots reveals that player received a bonus for his deposit made on 07/10. The bonus and deposit were obviously lost, otherwise there isn't a reasonable explanation why player made another deposit on 12/10. Moreover, the attached screenshot from player's gaming log shows that the big win was hit while playing exactly on 12/10. Therefore we will be really grateful if VegasBerry Casino Team could explain how it is possible to apply the 10 x max withdrawal rule over winnings derived from playing without a bonus attached?

posted on December 20, 2015.

Dear Askgamblers as per previous screenshot the winnings have been generated from the deposit made on the 7th, the withdrawals has been requested on the 12th. You can clearly see as per previous screenshot that the player cashed in on the 12th and redeposited 3 hours after. Please provide an email address where to send the full game history, it may help more.

Best Regards,
Vegas Berry

posted on December 21, 2015.

I can assure you that the winnings were from the $30 non bonus deposit. I did get a win from the $50 bonus deposit but lost it, hence why I made several deposits after that one of which was the $30 non bonus deposit which my winnings were generated from

AskGamblers
posted on December 21, 2015.

Dear VegasBerry Casino,

Please send all relevant evidence regarding this case to [email protected] Thank you.