Reopened my account and let me deposit despite being permanently Self-Excluded

I tried to make a withdrawal around December 14, 2020 only to see that the withdrawal options didn’t have nearly the amount of options as depositing does. Only 1/3 displayed as withdrawal options actually is one that you can use, and that is ecopayz. I informed them that I cannot reopen my ecopayz account and I was told that they would get my funds to me somehow. I haven’t heard a word back from them since. I check in on live chat often with the same reply on the withdrawal options. I tried bitcoin, then was told it wasn’t an option but it is displayed there so I don’t know why it’s there.

I have a lot of problem to get my withdrawal. More than 40 days of delay now. I ask for a 2000$ CND withdrawal on March 31th. I chat with different employees since. They are all nice but they can't help me to get my money.

On April 17th, Vegas Paradise Casino "try" to transfer me my complete 2000$ CND but it was denied by their processor. I send them a email to give them other option like my bank account number to help them so I would get my earn money. They said that they don't need more documents and they will work on my case and find a solution. Since this date, I chat with Charlotte, Eliza, Lorenzo, Andy and ask them to help me. I also send 2 complaints in that matter. I did not play on this site since March 31th. I put 1000$ CND on this site with my Master Card. I refused to put more money on this site before I'm getting my 2K withdrawal.

On May 3th, I have the opportunity to cancel my withdrawal witch I'm not supposed to be able to do. My 2000$ was transfer to my account balance and it was freeze. I'm asking again for a 2000$ CND withdrawal on the same day. On May 7th they try to proceed to my withdrawal it was denied again.

All this give me so much trouble you can't imagine. I won this 2K CND fair and square and they don't paid me.

Please help me.

Frederick

Seven months ago(Sep 3 - 2017) I joined the casino and made a deposit of €30. I received a bonus of €20, and proceeded to play and win €1150, and the wagering was done. Submitted a withdrawal request of the full amount. Three days later I got a response claiming that I breached the bonus terms by betting more than 5% of the bonus amount received. So far so good. I clearly missed that part when I read the the terms and conditions. I just concentrated on keeping my bets below €5, which is the "standard max bet" for most casinos. The mail explained that my winnings would be confiscated, and my account would be left with the original deposit of €30. I didn`t like the decision, but realized that they had the right to do this. The problem is that I can`t login to my account and access these €30. Login results in an error message saying my account is temporarily closed. When contacting the live support chat I usually get the answer that the reason should have been explained in the e-mail. When showing them the e-mail, and explaining my side of the story, the support assistant usually says they will forward my issue to their supervisor. And later get back to me via e-mail. And sometimes they just let the chat "time-out". Today is april 13, 2018. And my account is still "temporarily closed". No mail, or other correspondence has reached me. And I´m getting pretty frustrated. I´ll attach a "print screen" of the original mail. Just to show what was said and agreed upon.

Hello. I have been waiting for a withdrawal from Vegas paradise now since the 29th of may. I have been through verification and have sent all the correct documents and have been confirmed I amverified. I have contact live support and they keep saying it's being processed and when I email I never seem to get any emails back. I spend a lot of money with them but they do not seem to be focused on my withdrawl. I have now been told by live chat that it will be reviewed Tuesday but no explination why it has taken 8 days when it stats 3 days on there terms and conditions. I am not willing to wait till Tuesday to see if it is sorted and if it not I have to submit a compliant so i would nuch prefer to submit it now so they can not mess this up. Please find attached a photo of my pending withdraw . Kind regards Josh

Hi Basically I made my first deposit and got a £50 bonus. I made a withdrawal of £400 which was everything I had in my account. It turns out I breached the rules regarding the size of bet that is allowed whilst using my bonus. Ok fine So the next day I made 3 further deposits £40, £30 and £30. I did not receive any further bonuses that day. I then made a withdrawal of £600. This was all my money and no bonuses! Now I've been told I'm only allowed £230 out of the £1000 I've tried to withdraw. On top of this, Verifying my account is a nightmare. They say as part of the verification process they must call you and chat on the phone. On 2 occasions now I've told them to call me and the email has been ignored. Sent from my iPhone

I've had a pending withdrawal since the 4th of October, I verified my documents on the 2nd, and I've contacted the live chat team several times. Every time I have been told something different, 'Yes your deposit is coming', 'It will be with you soon'. Today I saw it is still not past the pending stage, so I contacted live chat again, below is a transcript of the conversation I had with 'Maria'. Please wait for a site operator to respond. Welcome to Live chat, You are now chatting with 'Maria', How may i help you? Joel: Hi I'd like to know what's going on with my withdrawal, it's pending since Tuesday and that's ridiculous, my email is < email removed > Maria: One moment please and I will check your account Maria: Please be advised that we have faced a current problem with the payment processor Maria: and withdrawals have a dely Maria: delay Maria: im sorry about that Joel: What is the problem? Maria: we are waiting too so this technical issue to be solved on monday Maria: technical issue with the payment processor Maria: it is not our company Joel: When can I expect a payout? I've asked several times this week via your livechat and I haven't been informed of this issue Maria: it is a separate operator that we are cooparate with Joel: So when can I expect my winnings? Maria: and they informed us with this techical issue Maria: i guarantee you that you will receive your withdrawal Maria: we will repaid the players Joel: When? Maria: but are waiting to give us the permission to use the system Maria: you understand that this is a much hassle for us Maria: trying to explain to players this situation Maria: we do not know the when yet Joel: I'm going to make a complaint on askgamblers, I can see that there are a lot of complaints on there Maria: we are hoping within the next week Maria: this problem it is the same with many company's that cooparate with the particular payment processor Maria: so your compalint will not get anywhere Joel: Then why was I not informed? Maria: i have clearly explained you Maria: nobody was informed Joel: I've been paid out by several casinos this week no problem at all Maria: not even us Maria: pleas just be patient Maria: and you will receive your withdrawal shortlu Joel: So your casino that is responsible for handling deposits and withdrawals has no control over paying out? Maria: i have nothing more to add Maria: Thank you for chatting. Goodbye. Chat session has been terminated by the site operator. I have no idea what is happening now, and I will attach screenshots of the conversation as I was not allowed to email myself a copy of the transcript. It's my first withdrawal so I was expecting the run around, but I have also provided an email proving I confirmed my identity. This is the absolute worst service I have ever received.

I'm still waiting to have my withdraw of £794 and I've sent the document you needed and several emails and have been ignored please can someone get in touch with me as its been 2 weeks!!! Nobody is getting back to me from Vegas paradise, after sending loads of email concern that I have withdrawn money from them and still not receive it please can someone help as I can't even find a phone number to contact them

I reside in Australia and I have had $3000 In withdrawal for over 7 days and that is because they take too long to return messages. I have done every verification asked of me. I use Skrill for one transaction which they want evidence of via screenshot but they want my name on same page and it will only give u my email which is my user name on Skrill so it's impossible to have both my name and transaction on same page. No-one has called me like it says on emails they would. Live chat which I managed y/day on a friends desktop was a farce. Not live at all, left operator offline a message to be got back to 8hrs later!!, when I'm in bed. Have no idea of status of verification, am so angry I'm beside myself as I'm currently unemployed single Mother of a 9yr old this is pure torture when my money could be paying bills outstanding. Disgusted by customer service I really am, please help. Regards Joanne *********** crayze_d***@hotmail.com

I have made some withdrawals totaal amount 1900€. Security ask for documents and I provided all. Confirmed by online help on site. But after sending the last required document security is ignoring all my email's. Online help says last two days always tomorrow but no responde.

Even though I been in talks with Vegas Paradise on behalf of my Son, they now seem to be ignoring my emails even though they promised to help. They received written permission from my son to discuss this matter for the simply reason I do not want my son to be more distressed then he actually is, due to this farce, although a small amount of money was taken, it has a great impact on my Sons mental well being. My Son suffers with mental illness and I sent hospital records to the company as evidence and also offered to send a current letter from his Psychiatric nurse. The complaint is my Son requested a closure of his account on 3rd February 2016, it also was clear from his email contents that he had a gambling issue like many with similar mental condition like my Son, and his account by law should of been closed with immediate effect when requested, but yet over a week later, they allowed him to make further deposits in to the account. I doubt my Son was even mental in the right frame of mind to carry out such transactions due to the strong medication he is currently on but due to his mental problems, let alone make informed decision like gambling. The site had a duty of care to its customer's, they failed that duty of care by not closing his account when requested to do so.