Complaint #3
Casino Las Vegas
Refund Refusal
11 years ago
Searched for an online casino with live dealers
Looked at the website for Casino Las Vegas
Offered live dealers, custom currency for Australia
Wanted to try play for free but said this wasn't available unless you had deposited and played for real
deposited AUD20
went to live dealer roulette, said 'there are currently no tables available’
I sent email to casino las vegas support asking why
they told me it wasn't available in my location
I said that was not my understanding from the advertisements prior to signing up.
asked for a refund, I received the following message:
Dear David,
Thank you for contacting Customer Support.
I regret to learn that you feel this way.
Please note that different jurisdictions have different requirements and policies regarding online gaming and for this reason not all products can be offered for all jurisdictions by us. If you wished to know if we offer live games for Australian players beforehand, you could have inquired in advance. As previously advised, you can play the rest of our games if you wish.
If you are certain you wish to withdraw your funds, please make a withdrawal request from the Cashier -> Withdrawal section of your casino account. Since you have deposited via MasterCard, I regret to inform you that MasterCard is not a withdrawal option at our casino and you will need to use one of the other payment options in the Cashier -> Withdrawal section of your lobby.
I would like to inform you that our standard internal withdrawals processing time is 4 business days, counted from the date of the request. Since your casino account has not been documents verified yet, you will need to send the needed documents in order to verify it as we cannot process withdrawals for unverified accounts. You will be notified via e-mail what documents will be needed once your withdrawal request has been checked by the respective department. Bear in mind that in general we do not allow withdrawals without gameplay and any such withdrawal may only be processed as an exception. Once the withdrawal is processed on our end, you will be sent e-mail confirmation and the amount of time for the funds to be delivered to you will depend on the payment option which you have selected for the transaction.
Do not hesitate to contact us if you have further questions; we will be more than happy to assist you. We are available 24/7.
Thank you for choosing us as your online gaming site.
Best wishes,
Milena
Customer Support
Looked at the website for Casino Las Vegas
Offered live dealers, custom currency for Australia
Wanted to try play for free but said this wasn't available unless you had deposited and played for real
deposited AUD20
went to live dealer roulette, said 'there are currently no tables available’
I sent email to casino las vegas support asking why
they told me it wasn't available in my location
I said that was not my understanding from the advertisements prior to signing up.
asked for a refund, I received the following message:
Dear David,
Thank you for contacting Customer Support.
I regret to learn that you feel this way.
Please note that different jurisdictions have different requirements and policies regarding online gaming and for this reason not all products can be offered for all jurisdictions by us. If you wished to know if we offer live games for Australian players beforehand, you could have inquired in advance. As previously advised, you can play the rest of our games if you wish.
If you are certain you wish to withdraw your funds, please make a withdrawal request from the Cashier -> Withdrawal section of your casino account. Since you have deposited via MasterCard, I regret to inform you that MasterCard is not a withdrawal option at our casino and you will need to use one of the other payment options in the Cashier -> Withdrawal section of your lobby.
I would like to inform you that our standard internal withdrawals processing time is 4 business days, counted from the date of the request. Since your casino account has not been documents verified yet, you will need to send the needed documents in order to verify it as we cannot process withdrawals for unverified accounts. You will be notified via e-mail what documents will be needed once your withdrawal request has been checked by the respective department. Bear in mind that in general we do not allow withdrawals without gameplay and any such withdrawal may only be processed as an exception. Once the withdrawal is processed on our end, you will be sent e-mail confirmation and the amount of time for the funds to be delivered to you will depend on the payment option which you have selected for the transaction.
Do not hesitate to contact us if you have further questions; we will be more than happy to assist you. We are available 24/7.
Thank you for choosing us as your online gaming site.
Best wishes,
Milena
Customer Support
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