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VegasHero Casino - Missing funds after cancelled round on live dealer game

RESOLVED
Forsey177 Ireland
posted on January 25, 2018.

Hi There,

I wish to make a formal complaint against this site after trying numerous times over the past 2 weeks to get a valid and acceptable response from this casino to no avail. On the 12th of January at 14.30 I played a hand of live common draw blackjack to the value of €50. During this game the dealer dealt all the cards to the players, due to this the pit boss came on video to everyone and cancelled the whole game round from the start of it. Prior to making this bet my balance at the casino was €300 then minus the €50 for the game that was cancelled had it at €250 balance. The €50 for the cancelled game round was not put into my account after it was cancelled. I played the next hand again €50 and and won which brought my balance to €300 but it should have being €350 due to the cancelled game round before that hand. I then left and made a complaint about these missing funds after the dealer advised me to do so as they didn’t have a support team to call to the table. So I set about doing this with Vegas hero to no avail. I awaited a few days for a reply from a VIP manager called Luke who said he would forward on to be looked into for me. He came back some days later and stated that netent got back and they say that they gave the €50 back immediately which I know they didn’t as my balance didn’t reflect it. Like also sent me a screenshot of the so called hand which didn’t show any viabale information and was just done off some spreadsheet from their office. I advised Luke that was not a acceptable response as they didn’t show or prove to me the refund was giving to my funds. I requested for the recording of the hand from them as all hands are recorded I also requested a transaction history of all my hands from that day to show my bets and balance before and after bet was made and outcome. Luke stated in a email he was sorry I wasn’t happy with the resolve he gave and said he would send it on to higher management to review. That it would take a few days and he never came back to me. That was on the 14th of January 10 days ago from this message. He has not responded and there was no reply from him or their complaints department who I also emailed several times to no response. I then received a email from another so called vip manager (same position as Luke) that he was sorry I didn’t like the resolve but that it’s closed off and to email complaints, whom I emailed with all them replies to hear nothing back from. This site has shown a complete lack of transparency with my funds. They have failed to give any sufficient evidence to me that I am incorrect. They have failed to provide me with my transaction history and balance as it is not available on their website despite them trying to say it was. They have not shown me visually the request or reply from netent. They have refused to show me the recording of the game. They have ignored my emails to their complaints department and they have lied about sending it to a higher management for a reply I never got from one or Luke. I have emailed them over 10 times and I have wrote in chat to which not one single person there is able to provide any assistance unless your making a deposit. I request this complaint be taking seriously and my request for the above be giving to me as I am entitled to that information.

posted on January 29, 2018.

Dear FORSEY177,
Thank you for taking the time to leave this.
I am going to look into the case for you now and will get back to you as soon as possible.
Many thanks!

posted on January 29, 2018.

Dear FORSEY177,
We have submitted our evidence to AskGamblers and await their response.
Many thanks!

posted on January 29, 2018.

Dear FORSEY177,
All evidence of our communication between the game provider, along with gaming transactions show that the funds were refunded straight away when the game error occurred has been forwarded to the AskGamblers team. The information you have been given is correct and you received the funds instantly as confirmed by the game provider, therefore from our side the case is now closed.
Many thanks!

AskGamblers
posted on January 29, 2018.

AskGamblers Complaints Team has been provided with enough information and evidence on behalf VegasHero Casino management in regards of this complaint to confirm and justify casino's statement above.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for VegasHero Casino.

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