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Dr Vegas Casino - Refusing to reinstate game state and balance after crash during insane winning run

RESOLVED
Breeze81 United Kingdom
posted on December 28, 2017.

Whilst playing Viva Vegas the game crashed, game was reloaded but all winnings and free spins were lost. Customer service were rude, implied there was no history of me playing and refused to reinstate account balance of £1000 already won, winnings of £2000+ and lost over 800 free spins.
Screenshot attached of mid play.
Very disappointed and would like some help resolving, I’m sure I’m not the first to be refused payout.

posted on December 29, 2017.

Dear Sarah,

Sorry you are disappointed with Dr Vegas and sorry you feel you received inadequate Customer Care support.

We've checked your chat and email correspondence with our Customer Care and can't find any indication of rude or unhelpful behaviour and are happy to share those with you in case you haven't kept records of the same.

As advised on chat and email, unfortunately, you haven't played Viva Vegas game for cash. The screenshot you have supplied clearly indicates that as there are no pound (£) signs next to the money amounts.

When playing for cash, there are pound (£) signs next to all monetary values; Balance, Win and Bet (please see the screen-shot attached).

As you have played in demo mode, there are no pound (£) signs next to Balance, Win and Bet amounts on your screen-shot (please check the screen-shot you have attached and the screen-shot of demo play I have attached).

The last game you have played for cash was Montezuma Mobile at 6.57am on the 30th October.
All rounds have been played in full and all payouts added correctly.

To make sure you are playing for cash, please make sure you have logged into your Dr Vegas account.
If you aren't logged in, you can only play in demo mode.

When you aren't logged in and you click on any game to play, you get an option of green button saying 'Real Play' and blue button saying 'Fun Play'.
If you click on Real Play, you must log in before playing. If you click on Fun Play, you don't log in, you play in demo mode (Please see attached screen-shot).

Hope this clarifies and clears misunderstandings.

Should you have any other questions or require any additional information, please do not hesitate to contact our Customer Care.

Kind Regards,

Anita

AskGamblers
posted on December 29, 2017.

Dear Dr Vegas Casino,

AskGamblers Complaints Team is kindly asking you to provide player's complete gaming log from the October 30th, 2017. Aforementioned evidence please send directly to the AskGamblers Complaint Team at suppor­[email protected]­skg­amb­ler­s.com.

Thank you in advance.

posted on December 29, 2017.

Dear AskGamblers Complaints Team,

We've emailed you.

Thanks.

Breeze81 United Kingdom
posted on January 3, 2018.

Dr Vegas please provide a full gaming list from Sunday 29th through to Monday 30th october. I had a balance so there is no reason for me to play in demo mode.

posted on January 5, 2018.

Hello AskGamblers team,

Emailed you every cash bet player placed since joining, on the 29th October 2017, until end of the day, 31st October, when player claims to have played Viva Vegas for cash around 11am.

Hope this will suffice and please do let us know if you require any additional information or have any other questions.

Many thanks.

Dr Vegas

AskGamblers
posted on January 5, 2018.

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Dr Vegas Casino management in regards of this complaint to confirm and justify the casino explanations and actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Dr Vegas Casino.

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