I am experiencing a very unprofessional behavior from the Las Vegas USA Casino. I have been waiting a long time for the cashout, and recently I got an email saying it was declined. I was not able to log in anymore and the support told me my account has been closed because the account was not active for some time. Upon explaining that I was not playing because I was waiting for the cashout and that I have actively trying to contact them several times via email and chat support, they told me my case would be handled by the management and that they would contact me via email. So far, no one has contacted me.
I created my account about 3 years ago. I made a deposit about $400 I believe and played on a semi-regular basis. I was quite lucky and won some money, most of which I cashed out (i think about $2000). The withdrawal took a very long time, more than three months, I believe, but eventually I got paid.
I think I then eventually lost my remaining funds there and stopped playing for some time (there may have been a deposit I lost, I don't remember now).
After some time (I tried 2 or 3 casinos in the meantime, mostly losing) I decided to give Las Vegas USA another try. I was not happy about their customer service and how long it took to cash out before, but I liked the software, so I decided to make another deposit and played there from time to time (much less than before because I was more busy with my academic work).
Again I was lucky enough to win some money and tried to cash out (I believe it was around $1400, I don't have access to the account). This time, cashout via Neteller was not available, so I selected check by courier. After about two months I emailed the support, that I haven't received the money yet. I never got any reply. After some time, I contacted the support via online chat. They informed me about some previous problems with Neteller, not explaining why I didn't receive my check. Since Neteller was available again, I canceled my cashout via check and requested a cashout via Neteller hoping to speed up the process (I cashed out $1000 I believe, keeping some more money on the account for playing). The cashed out amount was never transferred to me.
I was not playing much because I was very unhappy about the customer service. Like during the cashout before, It seemed they are delaying the process as long as possible on purpose, hoping that the players lose the remaining money on the account and cancel the withdrawal. About a week ago I received an email saying my cashout was declined. Again I emailed the support but never received any answer. I tried logging in, but it was not possible. I contacted the support via online chat on the site. They told me my account was closed because of a long period of inactivity citing a paragraph from the terms saying an account can be closed (and the money seized) if the there is no activity on the account for 180 days.
The whole situation is crazy and incorrectly handled by the casino. My account was active when I had requested the cashout ( I was playing on that day before the cashout request was made). If there was some period when I was inactive before the deposit when there was no money on the account, it could have been closed automatically then. If there was a period of inactivity after I have made a deposit and the casino wanted to lose the customer and close the account, they could have done it then and should have been informed me, or warned me.
If they refer to some inactivity after the cashout was submitted, that would be even more ridiculous. I am pretty sure I played a couple of times during that period, trying a few different games but I was not motivated to play much since it seemed the casino is terrible at paying the winnings.