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VegasHero Casino - Unfairly took my legitimate winnings

RESOLVED
Js1996 United Kingdom
posted on June 15, 2018.

So I had initially deposited £100 and took £100 bonus.

I had managed to accumulate a sum of £1575 -£100 bonus.

This using my initial £100 I had invested into the site.

So I thought I’d cancel the bonus as I hadn’t used any of the £100 deposit match and take my £1375 profit.

Upon doing so I had lost my £1575 balance and had been given my £100 initial deposit, no other casino does this and it is not clearly stated.

I hadn’t benefited in anyway from the bonus funds therefore the winnings were from my initial money which I should be able to withdraw.

After calling up the team we’re very unhelpful and clearly don’t understand there job role and any level of customer service.

Absolutely disgusting and an appalling fraudulent casino.

I expect a response shortly - I will only accept 2 solutions which is giving me the £1475 which £1375 was won with my own money or if not I want a full reason why and the money back as bonus balance so I can complete wagering.

posted on June 16, 2018.

Dear JS1996,
Thank you for getting in touch.
I am sorry to hear about this - I will look into this now for you and return with an update as soon as possible.
Many thanks

Js1996 United Kingdom
posted on June 16, 2018.

Thankyou,

If I never took the deposit bonus match in the first place I would have still won and had these winnings.

I appreciate your cooperation and would plead for you to make your bonus terms and conditions clearer as they aren’t a true representation.

Js1996 United Kingdom
posted on June 18, 2018.

Resolved in a timely manner - very happy they have refunded the money and would like to thank every member of each department related to the case who helped me.

Issue solved please close.

AskGamblers
posted on June 18, 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.

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