For some time I deposited and played at Las Vegas USA Casino along with their sister sites within the Main Street Group.
I became addicted to gambling and asked on several occasions to be permanently self-excluded from all of their sites.
Unfortunately, this was not properly actioned and I was able to continue to deposit and play despite having alerted the casino to my problem gambling.
On 12th August I sent a complaint to the support team at Las Vegas USA Casino (which they forwarded to their security team). I received confirmation from the security department that my complaint had been received and that they would send a refund request to their management team (see attachments).
Since then I have been contacting the security team through online chats asking for updates on my complaint and refunds. I have been told time and time again that it is being dealt with and that the refund will be sorted soon. Lots of excuses and lots of delay.
On Friday 1st November when I used the online chat I was told by the security department that my refund had been sent. I asked how much had been agreed and what method of payment. I was told all of the deposits that I made using Neteller. But they did not specify an amount. So I have added these amounts up from my Neteller account and according to my records this is equal to :
Las Vegas USA Casino £2900.13 (GBP)
Vegas Casino Online £2037.77 (GBP)
I attach some screenshots as evidence as follows:
- My original complaint email
- Confirmation email of receipt of my complaint and that refund request will be made to management team
- Online chat with security on 01/11/19 which confirms my refund has been sent
Unfortunately at no time has the casino confirmed the exact amount of my refund, despite me asking on many occasions.
Since Friday 1st November I have now been unable to contact the security department. For some reason, they will no longer engage with me which is frustrating because as you will see from my online chat, they said I could come back to them with further questions. But my argument is that as I haven’t yet received the refund in my Neteller account, I can not say that this complaint has been resolved. And due to the length of time it has taken for this complaint to be resolved, I am nervous that they are not being honest with me.
Please could you help mediate between us so that I can receive the refund I have been promised.
<full name removed>