Closed my account due to self-exclusion in another brand, but refused to return my deposit

Long story short:

I made a total of 4 deposits here, 50USD,50USD,50USD and 122USD, no bonuses on these deposits at all, all money made is self-made.

I contacted livechat prior to making my first deposit, and asked them where i should send in documentation, the address they provided me with was: [email protected]

I then sent in the following to that address:

1. Front & Backside of my driver's license

2.A copy of a utility bill confirming my name, and address.

They confirmed that they have received this, although when i finally made my withdrawal they claimed to have have received any of this, i then sent in the documentation again to the address they provided me with, and i have yet to get a response from them after this.

I have requested two withdrawals so far, one is 900USD and the other is 300USD.

They have now cancelled my withdrawal and reversed the withdrawal of 900USD back to the casino account, the other withdrawal of 300USD was requested 2 days ago, (over 48 hours ago), on Askgamblers.com they claimed to have a 0-24 reverse time on withdrawals, they have gone way past this.

Also they have not informed me of any of this.

Im posting the the entire email conversation i've had with Crazy Vegas, and also the chatlog i had with Jesebelle on their livechat today, after mentioning that i would form a complaint here on Askgamblers.com she closed the chat on me.

I see no solution here, and i desperately need your help in order to solve this!

-----------------------------------------------------------------

from:

to: [email protected]

dato: 23. juni 2015 kl. 15.15

emne: Verification of account

Hi,

my username is: < removed >

I'd like to verify my account, in case i should want to withdraw something at a later time.

Documents are attached

Best regards,

Eirik

--------------------------------------------------------------

i received this email response:

from: Banking

to:

dato: 23. juni 2015 kl. 18.29

emne: Re: [Ticket#2015062310004404] Verification of account

Dear Eirik ,

< removed >

Thank you for your request.

Kindly take note that we will still need the front and back of your credit card as well as the approved puchases document attached below.

Regards

Mavis

Verifications Team

Vegas Partner Lounge

Approved Purchase Report Document

02 February 2015

I, Eirik , surname removed >, certify that the electronic media record of my transactions held by Vegas Partner Lounge, and its casinos, shall be used without limitation to verify and/or resolve any dispute(s) I may have with my registered financial account(s).

Please accept this document as authorization for Vegas Partner Lounge and its processing entities to debit the below listed credit card(s) for services rendered and continue such authorization until I notify Vegas Partner Lounge and my bank otherwise.

I acknowledge that I have read all the information contained in the Vegas Partner Lounge Terms & Conditions and agree to abide by all the rules, regulations, conditions and agreements therein.

Registered Cards:

1. 4272xxxxxx1024 Date Registered: 2015/06/23

__________________________________

(Full Name)

_________________________________

(Signature)

__________________________________

(Date Signed)

--------------------------------------------------------------------

from:

to: Banking

dato: 24. juni 2015 kl. 12.40

emne: Re: [Ticket#2015062310004404] Verification of account

Hi,

why do you need my creditcard when i cant deposit on your casino with my creditcard, nor have i ever used it on the casino?

If anything i could attach a screenshot of my Neteller account, which i've used once to deposit here, the two other times i've deposited here i use Paysafecard.

Regards,

Eirik

---------------------------------------------------------------------

from: Banking

to:

dato: 24. juni 2015 kl. 13.52

emne: Re: [Ticket#2015062310004404] Verification of account

Dear Eirik

Thank you for your request.

I do see that you have registered a credit card on your casino account, but have not been successful in making a purchase with that card.

Should you not want to send a copy of the credit card to the banking team, it will not be a problem at all. However, I will need to delete that card from our systems as a security measure. If this action will be acceptable by you, I can then go ahead and look into your other documents to verify your account with the Vegas Partner Lounge group if the documents have met our security requirements.

Regards

Jay

Pit Boss

Casino-Mate

Vegas Partner Lounge

-------------------------------------------------------------------

from:

to: Banking

dato: 24. juni 2015 kl. 15.36

emne: Re: [Ticket#2015062310004404] Verification of account

Hi,

you can delete the card from your systems, as its not useable here.

Regards,

Eirik

-------------------------------------------------------------------

fra: Banking

til:

dato: 24. juni 2015 kl. 15.49

emne: Re: [Ticket#2015062310004404] Verification of account

Dear Eirik ,

Thank you for your request.

I have now deleted your credit card form our system as per your agreement.

Once your documents have been verified, we will contact you. Please expect a response from us within the next 24 hours or sooner.

Regards

Jay

---------------------------------------------------------------------

from:

to: Banking

dato: 25. juni 2015 kl. 20.34

emne: Re: [Ticket#2015062310004404] Verification of account

Hi,

never got a response within the 24 hours, still got my withdrawal pending, whats up?

Regards

Eirik

------------------------------------------------------------------

from: Banking

to:

dato: 25. juni 2015 kl. 21.47

emne: Re: [Ticket#2015062310004404] Verification of account

Dear Eirik ,

flaske83

Thank you for your support at Casino Mate

We are pleased to inform you that we removed your withdrawal of $900 from the pending period.

Also we have forwarded your request to our financial department, once we have received a reply or should we need anything else we will notify you.

We do apologies for the inconvenience caused.

We hope this finds you well and meets your understanding

Regards

Timothy

Verification Team

--------------------------------------------------------------------

from:

to: Banking

dato: 25. juni 2015 kl. 22.20

emne: Re: [Ticket#2015062310004404] Verification of account

Hi,

thank you, so i can expect the money pretty soon in my Neteller account then?

How long does it usually take?

Regards,

Eirik

-------------------------------------------------------------------

from: Banking

to:

dato: 26. juni 2015 kl. 00.06

emne: Re: [Ticket#2015062310004404] Verification of account

Dear Eirik ,

flaske83

Thank you for your request

After our financial department has allocated your withdrawal it should take 1-2 working days until it reflects on your account.

We hope this meets your understanding

Regards

Timothy

Verification Team

---------------------------------------------------------------------

from: Banking

to:

dato: 26. juni 2015 kl. 10.03

emne: Withdrawal Request

Dear Erik,

flaske83

Congratulations on being a winner at our Casino.

You have requested a withdrawal of $900.00 We are currently processing your request.

In order to complete your request, we require the following documents:

Documents Required:

1. A copy of a government-issued photograph identification document (i.e. I.D. Document, Passport, Driver's License) that provides date of birth; AND

2. A copy of a recent Utility Bill (Gas/ Water/ Electricity/ Credit Card Statement etc.) (no older than 3 months old) verifying your residential address; AND

Please ensure that all documents are clear and legible and please sign each document.

Please send these documents to us marked for the attention of Compliance and send them via fax or e-mail.

- Fax to: +27 11 253 9617

- E-mail to: [email protected]

Please note:

• Please be aware that the strictest controls are required in this industry in order to manage and protect our players' interests and confidential information.

• These documents will only be requested once and will be stored on record for future use.

• These documents are for verification of a player and are treated with the highest degree of confidentiality.

At Vegas Partner Lounge we strive to ensure you the best in service and delivery. For this purpose, you can chat directly with a consultant who is dedicated to assisting you with all your queries right now. For all general enquiries, please e-mail [email protected]. Feel free to contact us at any time.

Kind regards,

Withdrawal Manager

[email protected]

Casino Mate

Vegas Partner Lounge

The Only Place to Play

www.vegaspartnerlounge.com

--------------------------------------------------------------------

from:

to: Banking

dato: 26. juni 2015 kl. 10.09

emne: Re: Withdrawal Request

Hi,

im assuming this is an automated email sent to me as i have already sent you those documents three days ago, i did so in order to avoid this issue..

Just transfer the money already.

Regards,

Eirik

-------------------------------------------------------------------

from: Banking

to:

dato: 26. juni 2015 kl. 18.51

emne: Re: [Ticket#2015062610001723] Withdrawal Request

Dear Eirik ,

Thank you for your request.

Please could you confirm the email you sent the documents to as we have not received them

Regards,

David

Support Desk

Vegas Partner Lounge

---------------------------------------------------------------------

from:

to: Banking

dato: 26. juni 2015 kl. 20.08

emne: Re: [Ticket#2015062610001723] Withdrawal Request

t is the same email as this one, i sent the documents to the email your livechat provided me with.

I will send the email again to you now, however i've had a conversation with banking over several days now.

Its ok to accept my deposits but once i withdraw your going to hussle me is that it????

Sending the email with documents again now, you better pay, i won the money fair and square....

Sendt fra min iPhone

-------------------------------------------------------------------

from:

to: Banking

dato: 26. juni 2015 kl. 20.12

emne: Fwd: Verification of account

Sending these documents again since you suddenly claim not to have received them....

Historylog shows i sent you these documents 23.june 2015

Username flaske83

I will take this further if you dont honor my withdrawal

Sendt fra min iPhone

--------------------------------------------------------------------

CHATLOG today approx 18:45 CET time.

You are now chatting with Jesebelle

Jesebelle: Trouble logging in ? Can I help?

Me: Not with logging in, but if you would care to explain why my withdrawal has been reversed?

Jesebelle: Hi there, how are you doing today?

Jesebelle: Please could you confirm your casino username?

Me: Also, it says on your website that you have a 0-24 hour reverse time, but the money i withdrew 4 days ago is still in my balance..

Me: flaske83

Jesebelle: \You need to send us some documents. Please could you come back online in about 30 minutes for the day shift to send you your document requirements

Me: I have sent you these documents 6 days ago

Jesebelle: Your account is being reviewed. Please come back online in half an hour

Me: also you confirmed over email that you have received the documentation, and yesterday i received a new email saying you had no received no such email, and now you have cancelled my withdrawal.

Me: alright, filing complaint on askgamblers now

--------------------------------------------------------------------------------

Thank you for using our live chat service. Your current chat session has now ended

----------------------------------------------------------------------

She closed the chat on me.....

Im attaching the same files i sent to them, so you can see for yourself, which documentation i have sent in.

Hello, my name is < full name removed >, my user name is < removed > and I would like to make a complaint for Crazy Vegas Casino.

The story goes like this.

On April 1st I made a deposit of 500 euros using my credit card. i received a bonus of 250 which is a 50% bonus the casino gives. I played slots and I was lucky to win 20.000. (actually 20300 euros). I won 10.000 on a major jackpot by playing Mega moolah slots and I continued winning on different slots and stopped on 20300 as I mention above.

I made a small withdrawal of 3000 and I was waiting for verification documents. They asked me ID and Bill and I sent my Driver's License and an electricity bill. Then they asked for my passport. I told them that I have to renew it and I will sent it to them but it will take a few days. And that's what I did, I received my new passport 20 days later and I sent it. Since then i was waiting the verification of my details. I talked to their live support 3 times but I 've never received an answer on how the verification process is going. They were keep telling me that the finance and security department has to do the necessary searches.

All this took 1.5 month. On may 19th I received and email from their risk department. In sort terms they accused me of being a high risk player and they have ruled that all game play and financial transacting to be null and void. Also any withdrawal made with the casino was confiscated and they closed my account. They returned my deposit back to my credit card.

For they defense they used their 3.1 rule which I read and the only thing it says is that if they think that I am an abuser they have the right to close my account and confiscate any winnings.

And now i want to ask you. How am I considered an abuser by just gambling on slots? The only thing I did was playing in a jackpot slots a got lucky and won. Then of course I had to clear the wagering requirements because I had received the bonus, and I was keeping be lucky and double my winnings. I can't understand when exactly i was an abuser.

This is why I am making this complaint. I think that they have no right to confiscate my winnings, but I can't do more by myself, that's why I am asking for your help.

Please tell me if you need something to provide you with, r if you have any other questions I might haven't already given the answer.

Thank you in advance.

I turn to you for help and solve the problem I have with Crazy Vegas Casino.

Two years ago I played a lot in the aforementioned casino games and made the deposits for a total amount of Euro 3,396.28.

On 7 February this year Irina received from Radczuk the following email:

Hello Grzegorz,

tcvr03330340

Hope this email finds you well.

My name is Irina and I am your VIP Relationship Host at Vegas Partner Lounge Online Casinos.

I am very happy to announce that after reviewing your account I have been assigned as your dedicated VIP Host moving forward.

Should you have any questions or queries you would like me to look over to make your gaming experience with us that much more enjoyable, please do not hesitate to contact me.

I added 50 euro free to your account to take your mind off reality and enjoy some well-deserved entertainment with us!

And on top of this on your first deposit will receive a 100% bonus up to 150 credits.

And on top of this I will upgrade your account to Gold lounge.

Please login and enjoy with my compliments.

The month of February is full of activities, but the most anticipated is the launch of a new game called Avalon II, which promises to be by far the most breathtaking online Slot game of the year.

I am really looking forward to building a successful relationship with you and hope I can bring a new and fresh approach to your gaming experience at Vegas Partner Lounge.

Hope to hear from you soon and have a great week!

Best regards,

Irina

Vegas Partner Lounge

Email: [email protected]

Website: www.vegaspartnerlounge.com

The above-mentioned e-mail does not contain words such as "promotion", "bonus" compared to 50 Euro, which were donated to me (it is only to define 50 Free), nor is there wording: "terms and conditions apply".

Below paste the advertising offer, which is presented on the website of this casino:

It shows clear information on exclusive promotions and gifs for players VIP status - and I'm such a player / g Irina Radczuk have become.

When I wagered that 50 “little” more times than I should( I wager it 1470 times, I should do it 50 times) and then I decided to withdraw their winnings - 8500 Euro.

The day after winning the order I received a letter of congratulations from Irina Radczuk, where she was also given the amount of my winnings. (I attach to this email too)

Then, at the request of the department dealing with the payments had yet to send scans account for the purpose of updating my current place of residence.

After successfully verifying my account waiting for the transfer to Skrill, transfer received on Valentine's Day and he sang in the amount of 150 Euro.

In order to clarify the situation immediately contacted the live-support act casino.

The first version was that the entire amount was credited to my account, few minutes late, I talked with pit boss Abigail below I put a piece of that conversation:

 Abigail: Gregorz, as per the system here it states that you failed to meet the wagering requirements for the cash-in

 Me: i try to do something for 13 hours

 Me: :)))))

 Me: i count my wagering few minutes ago

 Me: are you sure

 Me: if yes i have a proof

 Me: that you cheating me

 Abigail: Gregorz, The finance team has stated that you did not meet wagering for the 8350 and therefore it was removed

Full chat conversation is attach to this email

Whenever I contacted live- support act casinos cause confiscation of Euro 8350 was different from the previous one , below mention that the reason I was given :

- Convert loyalty points

- Withdrawal limit to 150 Euro - 50 Euro because that got a no deposit bonus

- Do not perform the required rotation X50 - the most bizarre version because it turned X1472

Below I will present conclusions by lawyers from Malta:

Below is the conclusions that have been drawn by the Opis: Opis: cid:[email protected]

- Your relationship is with Vegas Partner Lounge Online Casinos which is authorised by the LGA in Malta

- You were given 50 euros in your player account – this was not labelled as a ‘bonus’ or ‘promotion’

- You wagered this 1470 times and won 8500/7900 euro (there is a discrepancy between amount claimed by yourself and that stated by Irina Radczuk – kindly clarify)

- Following this win you were congratulated via email on winning 7900 euro by an employee of Vegas Partner Lounge Online Casinos (Irina Radczuk)

- You were not allowed to withdraw funds as the casino claimed that you did not fulfil the wagering requirements

- The casino’s General terms & conditions do not mention a limit on winnings / wagering requirements in relation to promotions /bonuses /no deposit bonuses

- They do say that “in addition to the standard terms and conditions, certain terms and conditions govern all promotions and special offers offered to Players. These are found under Promotional Terms and Conditions. Please visit the Promotion Terms and Conditions pages for each of our casinos. Each individual casino may publish additional terms and conditions which further govern your use of the website and casino.”

- We are of the opinion, however, that the 50 euro grant did not result from /attached to any promotion or special offer and that therefore the General Terms and Conditions should apply

- Neither did the email informing you of the 50 euro grant refer you to any special terms and conditions.

In light of the above, I am of the opinion that we should start by sending a legal letter to Vegas Partner Lounge Online Casinos requesting payment of your winnings. If we do not receive a positive reaction from them, we may proceed to file a complaint with the LGA and/or a judicial letter in court.

Below is obvious steps that can be described as clearly breaking the law by Crazy Vegas Casino

Ø Pit Boss Abigail - which is also one of the managers of the casino two days after the confiscation of my question concerning the reasons for the confiscation, replied to me as follows, that it had received information from the finance department that the seizure was carried out due to non-performance of my wagering requirements. Then, when asked whether some of the information, confirmed that it is certain.

Abigail : Gregorz , as per the system here it states That You failed to meet the wagering

Requirements for the cash-in

Abigail : Gregorz , The finance team has stated That you did not meet wagering

for the 8350 and Therefore it was removed

For this step threaten certain consequences :

Ø Whosoever, in order to gain any advantage or benefit for himself or others, shall, in any document intended for any public authority, knowingly make a false declaration or statement, or give false information, shall, on conviction,

be liable to the punishment of imprisonment for a term not exceeding two years or to a fine (multa):

Provided that nothing in this article shall affect the applicability of any other law providing for a higher punishment.

Where the document referred to in sub-article (1) is not one intended for any public authority the punishment shall be that of imprisonment not exceeding one year or a fine (multa).

Ø 308. Whosoever, by means of any unlawful practice, or by the use of any fictitious name, or the assumption of any false designation, or by means of any other deceit, device or pretense calculated to lead to the belief

in the existence of any fictitious enterprise or of any imaginary power, influence or credit, or to create the expectation or apprehension of any chimerical event, shall make any gain to the prejudice of another person,

shall, on conviction, be liable to imprisonment for a term from seven months to two years.

Ø In addition to Abigail the same information I got from Natalie;

Ø Lea - informed me that the seizures occurred because of the conversion of my loyalty points;

Ø In two interviews conducted at an interval of two on the Pit Boss Abigail - explicitly see the following things:

Ø Change the cause of confiscation - I do not understand how to proceed in this manner and also wonder if Abigail February 22 remembered as the previous conversation proceeded;

Ø Problems with reading comprehension or lack of ability to perform the simplest mathematical operations;

Ø Total disgrace himself and the entire finance department - which gave her the information that did not do the required market and a clear definition of this as the cause of my winnings confiscation - that is, unless the financial department also has problems with counting , remember that required a revolution X50 and I went X1460 , to this day I can not believe that someone can be so compromise;

Ø In conclusion it seems to me that this conversation should suffice as proof that the casino Crazy Vegas Casino - committed numerous errors and trying to deceive me and also doing it in a very inefficient way - committing more mistakes;

I sent all documents to your mail box.

Best Regards

Grzegorz < surname removed >

It is simply breaking the law which should be met with decisive action supervision in this case the Lotteries and Gaming Authority cancel or suspend casino licence.

Abigail: Gregorz, I unfortunately can not go on debating this issue with you, as no matter which context you put it in, your cash-in size has been restricted and you will not receive the confiscated balance