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Vegas Crest Casino - Account closed and winnings unfairly forfeited

REJECTED
Complaint Info
Disputed casino Vegas Crest Casino
Reason Bonus terms violation
Amount € 4927
Inactive user
Posted on March 25, 2017

Around 1 March I succesfully managed to complete the wagering requirements from a 1000 euro bonus I got from depositing 500 euro. My total balance after the wagering was complete was 4927 euro. After this I was going to make withdrawals of the entire balance.

On 8 March, Vegas Crest Casino sent me an email telling me that my account had been closed and all of my winnings forfeited. The reason they gave is as follows:

"Your gaming patterns show signs of professional play designed to defeat the house and the purpose of the wagering requirements. The betting per spin does clearly indicate a plan that is tied to the status of the cash balance and the balance of the wagering requirements. When the latter are high you bet following one pattern, when they decrease to a certain level by comparison to cash, you bet at another level and when they finally match your cash balance you chose a minimal wagering level. "

I was very surprised by this, because what they say is not true.

While playing with the bonus, I was betting 15 - 45 euro per spin. The bets are high, but this is no problem because at the time, Vegas Crest did not have a betting limit for bonus money. However, on 8 March they added a new paragraph to their T&C stating that the maximum bet with a bonus is $5. Since I only played before they added this term, it was no problem to make 15 - 45 euro bets. As proof of this I have attached a couple of screenshots of a chat transcript where the support agent writes the exact time they introduced this term.

What they claim is that decreasing the bet size from 45 euro to 15 euro is to "chose a minimal wagering level".

I believe that a betting range where the highest bet is 3 times as big as the lowest bet is perfectly normal for an average player, and because of this I do not consider my bets to be an example of professional play.

I used my bonus and played through it for entertainment purposes only. My betting range can not be considered as the pattern they accused me of using. Therefore, Vegas Crest Casino has falsely forfeited my rightful winnings.

AskGamblers
Posted on March 31, 2017

AskGamblers Complaints Team have been provided with clear and undisputed evidence on behalf Vegas Crest Casino management that player violated their Terms&Conditions and more specifically committed fraudulent activity.

Based on the above AskGamblers Complaints Team decided to reject the case and close it officially. AskGamblers Complaints Team maintains zero tolerance towards players trying to conduct any kind of fraudulent activities, therefore this complaint is being rejected and player has been restricted from using AGCCS from now on.

AskGamblers
Posted on August 26, 2020

AskGamblers Complaints Team have been provided with clear and undisputed evidence on behalf Vegas Crest Casino management that player violated their Terms&Conditions and more specifically committed fraudulent activity. Based on the above AskGamblers Complaints Team decided to reject the case and close it officially. AskGamblers Complaints Team maintains zero tolerance towards players trying to conduct any kind of fraudulent activities, therefore this complaint is being rejected and player has been restricted from using AGCCS from now on.

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