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Vegas Spins Casino - Withdrawal not processed yet due to previous cool off period with another brand

Complaint Info
Disputed casino Vegas Spins Casino
Reason Delayed payment
Amount € 149
tasha1000 United Kingdom Message
Posted on March 22, 2016

I signed up with this casino and made a few deposits into the account i also sent in relevant photo id and was sent an email stating this had been all verified,

I then made some wins and whilst was playing account was blocked i had an email stating that as part of Casava group i had an old account with a different casino that was under cool off period but that cool of period was 6months and that i had to contact them in relation to having that account reopened so they can reopen this as the full 6months passed a long time ago i contacted them and was advised to wait 48rs

Ive sent so many emails to all the depts and not had any luck with getting anywhere i have funds in the account and cannot withdraw them this is shocking!!! and no response even after being advised the issue would be resolved

tasha1000 United Kingdom Message
Posted on March 22, 2016

After making another call and the 72hrs being well up still being told to wait another 48 hrs it is getting beyond a joke!!! im furious... they should be giving out these timescales if they cannot keep track of their issues and complaints .. ive also contacted ECOGRA

Posted on March 24, 2016

Hi tasha1000,

Looking back in our records, I see you have requested a permanent closure of your account (not a cool off period) on one of cassava sites belonging to our network (shared with Vegas Spins Casino). Our security team has replied to you back at the time stating your request will be respected and so it was.
In that same reply letter, they stated you should not reopen any accounts operated by any entity within the 888 Group (specifically including Cassava Enterprise). It was also stated that Such accounts will be closed as soon as they are detected and the relevant operator may, at its sole discretion, withhold all deposited and related monies in relation to such accounts.

With that being mentioned, I want to offer you my help by asking that you will allow us to investigate this into depth and contact you within the acceptable time frame. I'm truly sorry this has not been to your satisfaction but I want to assure you we are doing our best to answer all your needs on this matter.

kind regards,
Vegas Spins

tasha1000 United Kingdom Message
Posted on March 24, 2016

Thats not correct as i had the email stating the related account Moon Bingo was cooled off for 6 months the manager from the site has contacted me and they are reopening the account after i sent in a had written letter you need to contact them as you have some wrong information and this whole scenario is a joke

tasha1000 United Kingdom Message
Posted on March 25, 2016

I have an email from Moon Bingo stating they are reopening my account im not happy as had 150.00 and after the email from security i did not open any more accounts with any casava site so how can you say that i have? i am going attach the email and send over to you

tasha1000 United Kingdom Message
Posted on March 27, 2016

Dear n*******,
The self-e­xcl­usi­on/­cooling off period you requested at has ended. Your account is now active and available for immediate use.
If you have forgotten your password, please select the forget password option when attempting to log in at
Your username is ********.
Please make a note of your membership details; keep them in a safe place. You will need them whenever you log into is dedicated to providing its members with a responsible gaming environment. We recognize that while most people gamble for entertainment, a small number of people can become obsessed with the potential monetary gains our games offer. Even though studies suggest that only a very small percentage of the adult population encounters compulsive gambling problems, we take this matter exceedingly seriously.
• Gambling is a form of entertainment. It is not a way to get rich quickly and pay off your debts.
• Gambling is a game of chance. There are no formulas that guarantee winnings.
• Make sure that the decision to gamble is your choice.
• Never try to chase your losses.
• Check the amounts you spend on a regular basis in the Cashier.
• Make sure you know the rules of the games you play.
If you are worried about your gambling habits or you want to know more about the signs of compulsive gambling, please visit our Responsible Gaming website for more information, including a self-assessment test. The Responsible Gaming section can be accessed from the link at the bottom of our homepage.
We trust that you have considered every aspect of your decision to participate in our games again. Please review the above information and reply to this email with the following details (as registered in your account) should you wish to re-instate your account:
1- Your full name.
2- Your full home address and telephone number.
3- Your e-mail address.
Should you decide to re-instate your account, we would like to remind you that, as a responsible company, Moon Bingo provides you with the tools to set your own daily, weekly and/or monthly deposit limits if you need help to control the amount of money you spend. Once your account is open, this feature is accessible via the ‘Responsible Gaming’ link at the bottom of our home page
Thank you for your time, we look forward to hearing from you.

tasha1000 United Kingdom Message
Posted on March 27, 2016

my account has been reopened now and as per the email from Vegas spins Manager she asked me to email back and once this account was opened also reopen Vegas Spins account but instead you have not done this and taken my winnings - and just confirmed you will return deposits of 50.00

Why was i advised from Vegas Spins that the account would be reopened and funds processed of 149.00 once Moon Bingo was open again??? and now ive been sent an email you are not doing this

tasha1000 United Kingdom Message
Posted on March 27, 2016

user id *******

Discussion Thread
Response Via Email 17/03/2016 11.23 PM
Dear ******,

Thank you for contacting us.

My name is Nadiah and I am contacting you on behalf of the Management of Cassava Enterprises (Gibraltar) Ltd.

Cassava Enterprises manages operational services for Vegas Spins and I am contacting you in regards to your request to have your account with the username '*********' re-opened.

Cassava Enterprises also manages operational services for other gaming sites. According to our records, you have an account with Moon Bingo which was blocked for a 6 month self-exclusion. Please be advised that once as you have requested to Self-Exclude yourself from a Gaming Website that is licensed and regulated to offer online gaming services under the laws of Gibraltar through Cassava Enterprises (Gibraltar), all of your accounts under the operator must also be disabled.

As the self-exclusion period has now expired, you will firstly need to have the restrictions on that account lifted before any related accounts can be opened. In light of this, please contact Moon Bingo directly via their toll free number to resolve the matter. Once the issue is resolved, please advise us so that we may complete the process of removing the restrictions.

Thank you for your time, we look forward to receiving your response.

Kind regards,

Management Support Representative
manage­[email protected]­ega­ssp­

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