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Vegas Paradise Casino - Account "temporarily closed" for seven months

RESOLVED
Posted on 16 April 2018

Seven months ago(Sep 3 - 2017) I joined the casino and made a deposit of €30. I received a bonus of €20, and proceeded to play and win €1150, and the wagering was done. Submitted a withdrawal request of the full amount. Three days later I got a response claiming that I breached the bonus terms by betting more than 5% of the bonus amount received. So far so good. I clearly missed that part when I read the the terms and conditions. I just concentrated on keeping my bets below €5, which is the "standard max bet" for most casinos. The mail explained that my winnings would be confiscated, and my account would be left with the original deposit of €30. I didn`t like the decision, but realized that they had the right to do this.

The problem is that I can`t login to my account and access these €30. Login results in an error message saying my account is temporarily closed. When contacting the live support chat I usually get the answer that the reason should have been explained in the e-mail. When showing them the e-mail, and explaining my side of the story, the support assistant usually says they will forward my issue to their supervisor. And later get back to me via e-mail. And sometimes they just let the chat "time-out". Today is april 13, 2018. And my account is still "temporarily closed". No mail, or other correspondence has reached me. And I´m getting pretty frustrated. I´ll attach a "print screen" of the original mail. Just to show what was said and agreed upon.

Posted on 16 April 2018

Hello @Hammer79

Thank you for contacting us.

We have noted your complaint and forwarded it to the investigation team, we will get this issue sorted and get back to as soon as possible.

Posted on 16 April 2018

Hello to you too!

Thanks for your quick reply. Eagerly awaiting your investigation. I do hope that this could be resolved soon

Posted on 16 April 2018

Hello again!

I got a mail from your customer support. My account has been reactivated and has a balance of €30. That is all I could hope for in this issue. I did breach the maximum bet limit by mistake, because I didn't read the bonus terms close enough. I simply assumed that €5 was the limit, like on most casinos I've visited. I had deposited €30, and received a bonus of €20. By your terms, I would have to wager €1000, with a max bet of €1. And if had used Skrill or Neteller for this deposit, the max bet would have been €0,4. Those numbers hardly seems fair.

I do hope that they will make those terms more visible to future customers. Maybe a small popup warning upon successful deposit. So others won't have to suffer like I did, when I realized that I wasn't going to get the €1150 I was hoping for.

Thanks for your help.
Site admins can close the complaint and mark it resolved

Posted on 16 April 2018

Thank you for the confirmation :)

We do hope you keep playing at Vegas Paradise.

AskGamblers
Posted on 16 April 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Vegas Paradise Casino Complaints

  • 14 of 14 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 1,147 USD avg amount

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