Ag Awards

Las Vegas USA Casino - Payment declined, account closed

Complaint Info
Disputed casino Las Vegas USA Casino
Reason Delayed payment
Amount $ 1000
M4estr Czech Republic Message
Posted on November 18, 2018

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.

full details:
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.

Posted on November 27, 2018

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on December 4, 2018

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

M4estr Czech Republic Message
Posted on December 5, 2018

I have tried to get some additional information from the casino but I was unsuccessful. The chat support told me to contact them via email, which I did several times already without any reply.
Yesterday, I tried asking via the online chat again. This time the person told me that my case is currently under evaluation and that I would be contacted after this evaluation is completed.
It is hard to know whether it is true because I was promised to be contacted via email several times already (last time about 3 weeks ago) and no one ever contacted me.

I think I may point out that the MainStreat Casino group was already blacklisted for unethical business practices by another 3rd party website. I know this fact is not proof for my case, but I believe it is relevant because some of the documented cases accessible online had a pattern similar to mine. In several cases, the operator was unnecessarily prolonging the withdrawal process and then closed the account for inactivity, voiding the remaining funds.

I believe, in my case, the situation is even worse. I was not paid at all and my account was not completely inactive. I have even canceled the first cashout after Netteller became available to make the process easier for the casino. I have also lowered the amount too to 1000$, so It could be processed in a single withdrawal and I was ready to play more again after I got paid.
I think the casino should have appreciated I was willing to continue playing even without any bonuses and didn't just want to cash out everything and redeposit with another bonus as some people are doing.

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