Complaint #69
Dr Vegas Casino
Incorrect advisory by their support, trying to apply fictional terms on withdrawing my deposit
8 years ago
Good Afternoon,
I would like to make a complaint towards Dr Vegas, due an advisor who has falsely made up a term from their terms and conditions, and was unable to provide this when asked on multiple occasions.
Username: astott000@outlook.com
I deposited £20 to receive a 500% bonus as advertised as the advisor I spoke to when I opened my account told me that if I deposit £20, I will get a 500% bonus on that.
After depositing £20, he then told me he was wrong, and that I can only get 500% on £10 and advised me to withdraw £10. Before withdrawing my £10, he removed the bonus for the time being so that I was able to withdraw with no wagering attached.
When trying to withdraw, I am getting a message saying:
Sorry you need to spend a minimum of £51.73 before you can make your first withdrawal.
I understand that most casinos, you have to wager your deposit 1x due to anti money laundering, which I totally agree with.
However, the advisor I spoke to was demanding I must wager my deposit 3x, even though he knows there is no bonus attached.
I am now unable to fix this problem, and have £20 of my money stuck in Dr Vegas casino. I have asked the advisor on multiple occasions to provide me with that term that says there is 3x wagering on the deposit, and she was unable to do so. I also could not find this term myself, therefore I believe it does not exist.
Casinos like this should not be operating, due to the lack of professionalism, and not following the rules from terms and conditions. I see this as a catch to gain money from customers.
Here is the full chat conversation:
How can we help you today?
11:31 AM
Hi
11:31 AM
I am trying to make a withdraw but it is saying:
11:31 AM
Sorry you need to spend a minimum of £51.73 before you can make your first withdrawal. Withdraw
11:31 AM
Please allow me a moment to check your account.
Before we proceed, may I please have your DOB and postcode?
11:32 AM
09 08 1990
11:32 AM
m30 7dw
11:32 AM
Many thanks. Just a moment please.
11:33 AM
You can't withdraw your deposit without playing it through first.
11:34 AM
But why does it say £51?
11:34 AM
That's the amount you need to playthrough before you can withdraw your deposit or any subsequent wins from it.
11:36 AM
You can't just deposit and withdraw without any play-through.
11:36 AM
Is there anything else I can help you with?
11:37 AM
yes
11:37 AM
I am happy to play my £20 on roulette, but I am not spending £51.73 as I didn't deposit that much
11:37 AM
So you need to remove that
11:37 AM
Again, that's the minimum you must playthrough before you can withdraw. We can't remove it. That's a requirement.
11:38 AM
Is there anything else I can help you with?
11:38 AM
can you please stop saying that?
11:39 AM
I will say when I am finished.
11:39 AM
There's nothing more I can do on this subject. Do you need any help with anything else?
11:39 AM
Why must I play through £51.73 first, I only deposited £20, and I have won anything, or played anything.
11:39 AM
Well you need to do something, it is iligal
11:40 AM
You can't just make something up, where has £51.73 came from?
11:40 AM
That's the whole point. You've deposited, haven't played and are attempting to withdraw. All deposits must be played through 3 X before they can be withdrawn.
11:40 AM
Please show me the T&Cs for that.
11:41 AM
That a deposit, with no bonus attatched has to be wagering 3X
11:41 AM
You will struggle to show me that term
11:41 AM
You have a bonus attached. You received £50. And wager on that is 40X.
11:42 AM
I don't have a bonus attatched
11:42 AM
Your advisor removed it.
11:42 AM
Please do your research first.
11:42 AM
You have deposited £20 and received £50 bonus.
11:42 AM
And £50 was removed
11:42 AM
You have disabled bonus.
11:42 AM
I am recording out conversation btw, so please act professional.
11:43 AM
The advisor removed my bonus, as I asked. Therefore the only wagering I should have it to roll over my £20 ONCE
11:43 AM
So no bonus wager is attached, however, you must playthrough your deposit before you can make your withdrawal. You can't deposit and withdraw without any playthrough. This is against Anti-money laundering regulations.
11:43 AM
Is there anything else I can help you with?
11:43 AM
Yes
11:44 AM
I am not done.
11:44 AM
Can you show me the term that states 3x wagering on deposits.
11:44 AM
I'm afraid there's nothing else I can tell you on this subject. Do you require help with anything else?
11:44 AM
Can you show me the term that states 3x wagering on deposits.
11:44 AM
It is iligal to not follow your T&Cs
11:44 AM
Again, I am recording this to forward to IBAS & the gambling commision, please be careful.
11:45 AM
It's your prerogative to do so, however, as already explained, it's against Anti-money laundering regulations to deposit and withdraw without any playthrough.
11:46 AM
Is there anything else I can help you with?
11:46 AM
Can you show me the term that states 3x wagering on deposits.
11:46 AM
I need to see this term please.
11:46 AM
I understand deposits must be played through 1x, but not 3x
11:46 AM
therefore I would like to see this term please.
11:46 AM
You can find all answers in FAQ
11:48 AM
https://www.drvegas.com/helpandfaqs.xhtml
11:48 AM
Is there anything else I can help you with?
11:48 AM
I have read that
11:48 AM
but the term you said is not stated
11:48 AM
So I need you to provide me with that, as you are not following your T&Cs
11:49 AM
Again, it's the Anti-money laundering regulation. You can't deposit and withdraw without any playthrough. It's considered money laundering.
11:49 AM
IT IS NOT 3 X !!!!!!
11:50 AM
Why would you even deposit if you won't play?
11:50 AM
WHERE DOES IT SAY X3 !!!
11:50 AM
please... listern!!
11:50 AM
Once the system allows you to withdraw, you'r playthrough will be fulfilled.
11:50 AM
Is there anything else I can help you with?
11:50 AM
Your still not lisetrning
11:50 AM
I need you to show me the term that says x3 wagering.
11:50 AM
Not sure what 'lisetrning' is?
11:51 AM
I am building as much evidence as possible so I can report this, and you are proving to me you are operating illegally.
11:51 AM
For the final time, are you refusing to provide me with the term that says all deposits much me wagered "3 Times" "3" in spercific?
11:52 AM
As I am unable to find this term, it does not exist. Are you refusing to provide this?
11:52 AM
I'm afraid I'll have to get off the chat now and sent this for the attention of casino management as a money laundering.
11:55 AM
Thanks for contacting Dr Vegas and have a nice day.
11:55 AM
Thank you for chatting with us. We are always here if you have more questions
11:56 AM
Thank you for your time, you have refused to answer.
11:56 AM
Goodbye.
11:56 AM
I would like to make a complaint towards Dr Vegas, due an advisor who has falsely made up a term from their terms and conditions, and was unable to provide this when asked on multiple occasions.
Username: astott000@outlook.com
I deposited £20 to receive a 500% bonus as advertised as the advisor I spoke to when I opened my account told me that if I deposit £20, I will get a 500% bonus on that.
After depositing £20, he then told me he was wrong, and that I can only get 500% on £10 and advised me to withdraw £10. Before withdrawing my £10, he removed the bonus for the time being so that I was able to withdraw with no wagering attached.
When trying to withdraw, I am getting a message saying:
Sorry you need to spend a minimum of £51.73 before you can make your first withdrawal.
I understand that most casinos, you have to wager your deposit 1x due to anti money laundering, which I totally agree with.
However, the advisor I spoke to was demanding I must wager my deposit 3x, even though he knows there is no bonus attached.
I am now unable to fix this problem, and have £20 of my money stuck in Dr Vegas casino. I have asked the advisor on multiple occasions to provide me with that term that says there is 3x wagering on the deposit, and she was unable to do so. I also could not find this term myself, therefore I believe it does not exist.
Casinos like this should not be operating, due to the lack of professionalism, and not following the rules from terms and conditions. I see this as a catch to gain money from customers.
Here is the full chat conversation:
How can we help you today?
11:31 AM
Hi
11:31 AM
I am trying to make a withdraw but it is saying:
11:31 AM
Sorry you need to spend a minimum of £51.73 before you can make your first withdrawal. Withdraw
11:31 AM
Please allow me a moment to check your account.
Before we proceed, may I please have your DOB and postcode?
11:32 AM
09 08 1990
11:32 AM
m30 7dw
11:32 AM
Many thanks. Just a moment please.
11:33 AM
You can't withdraw your deposit without playing it through first.
11:34 AM
But why does it say £51?
11:34 AM
That's the amount you need to playthrough before you can withdraw your deposit or any subsequent wins from it.
11:36 AM
You can't just deposit and withdraw without any play-through.
11:36 AM
Is there anything else I can help you with?
11:37 AM
yes
11:37 AM
I am happy to play my £20 on roulette, but I am not spending £51.73 as I didn't deposit that much
11:37 AM
So you need to remove that
11:37 AM
Again, that's the minimum you must playthrough before you can withdraw. We can't remove it. That's a requirement.
11:38 AM
Is there anything else I can help you with?
11:38 AM
can you please stop saying that?
11:39 AM
I will say when I am finished.
11:39 AM
There's nothing more I can do on this subject. Do you need any help with anything else?
11:39 AM
Why must I play through £51.73 first, I only deposited £20, and I have won anything, or played anything.
11:39 AM
Well you need to do something, it is iligal
11:40 AM
You can't just make something up, where has £51.73 came from?
11:40 AM
That's the whole point. You've deposited, haven't played and are attempting to withdraw. All deposits must be played through 3 X before they can be withdrawn.
11:40 AM
Please show me the T&Cs for that.
11:41 AM
That a deposit, with no bonus attatched has to be wagering 3X
11:41 AM
You will struggle to show me that term
11:41 AM
You have a bonus attached. You received £50. And wager on that is 40X.
11:42 AM
I don't have a bonus attatched
11:42 AM
Your advisor removed it.
11:42 AM
Please do your research first.
11:42 AM
You have deposited £20 and received £50 bonus.
11:42 AM
And £50 was removed
11:42 AM
You have disabled bonus.
11:42 AM
I am recording out conversation btw, so please act professional.
11:43 AM
The advisor removed my bonus, as I asked. Therefore the only wagering I should have it to roll over my £20 ONCE
11:43 AM
So no bonus wager is attached, however, you must playthrough your deposit before you can make your withdrawal. You can't deposit and withdraw without any playthrough. This is against Anti-money laundering regulations.
11:43 AM
Is there anything else I can help you with?
11:43 AM
Yes
11:44 AM
I am not done.
11:44 AM
Can you show me the term that states 3x wagering on deposits.
11:44 AM
I'm afraid there's nothing else I can tell you on this subject. Do you require help with anything else?
11:44 AM
Can you show me the term that states 3x wagering on deposits.
11:44 AM
It is iligal to not follow your T&Cs
11:44 AM
Again, I am recording this to forward to IBAS & the gambling commision, please be careful.
11:45 AM
It's your prerogative to do so, however, as already explained, it's against Anti-money laundering regulations to deposit and withdraw without any playthrough.
11:46 AM
Is there anything else I can help you with?
11:46 AM
Can you show me the term that states 3x wagering on deposits.
11:46 AM
I need to see this term please.
11:46 AM
I understand deposits must be played through 1x, but not 3x
11:46 AM
therefore I would like to see this term please.
11:46 AM
You can find all answers in FAQ
11:48 AM
https://www.drvegas.com/helpandfaqs.xhtml
11:48 AM
Is there anything else I can help you with?
11:48 AM
I have read that
11:48 AM
but the term you said is not stated
11:48 AM
So I need you to provide me with that, as you are not following your T&Cs
11:49 AM
Again, it's the Anti-money laundering regulation. You can't deposit and withdraw without any playthrough. It's considered money laundering.
11:49 AM
IT IS NOT 3 X !!!!!!
11:50 AM
Why would you even deposit if you won't play?
11:50 AM
WHERE DOES IT SAY X3 !!!
11:50 AM
please... listern!!
11:50 AM
Once the system allows you to withdraw, you'r playthrough will be fulfilled.
11:50 AM
Is there anything else I can help you with?
11:50 AM
Your still not lisetrning
11:50 AM
I need you to show me the term that says x3 wagering.
11:50 AM
Not sure what 'lisetrning' is?
11:51 AM
I am building as much evidence as possible so I can report this, and you are proving to me you are operating illegally.
11:51 AM
For the final time, are you refusing to provide me with the term that says all deposits much me wagered "3 Times" "3" in spercific?
11:52 AM
As I am unable to find this term, it does not exist. Are you refusing to provide this?
11:52 AM
I'm afraid I'll have to get off the chat now and sent this for the attention of casino management as a money laundering.
11:55 AM
Thanks for contacting Dr Vegas and have a nice day.
11:55 AM
Thank you for chatting with us. We are always here if you have more questions
11:56 AM
Thank you for your time, you have refused to answer.
11:56 AM
Goodbye.
11:56 AM
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