Ag Awards

Royal Vegas Casino - Unjustified confiscation of $1000

Complaint Info
Disputed casino Royal Vegas Casino
Reason Refund declined
Amount $ 1000
Posted on January 18, 2015

i played on Royal Vegas Casino.
I used 2 credit cards to deposit money.
Mine and the one from my Wife.
I totaly got an amount of 1200$. Totaly i deposited like 1000$ from the cards.
I wanted to withdraw the money like 10 days ago, but then i had to send them Documents including a hand written Letter from my Wife allowing me to use her Creditcard. incl. ofcourse Passport from both, all the creditcards, and the rest like Bills.

Now i asked in the Livechat what the status of my withdraw is.
They told me they payed 200$ to my wifes Creditcard, and the rest of the Money (1000$)
is confiscated.
They say the reason is because it dosnt match the Account Name.
But why had we to send all the documents they asked like the handwritten letter?
And why they payd out on my Wifes Creditcard and not mine?
And how come 200$ is ok but the rest is a voilaton of the terms and conditions?
I btw didnt find someting about that in the Terms.

After chatting with a few Live chat Members, i found out pretty fast that they always put me on Hold until i leave the chat.
I waited over 30 mins in the last one until i gave up.

Please help me i dont know what to do.
Otherwise i really enjoyed thius Casino and normaly they are always really nice!


Ismael Fall

Posted on January 11, 2015

They told me now via email that they confested the money because its agains the Terms and Conditions to use a third's Person Money.
But i found on their Terms and Conditions that it is allowed to use Money from a third if it is allowed from that Person. My Wife already send them a letter handwritten that im allowed to access her Card so its not a voilation against the terms.
They still dont wanna pay out. They just say they have to keep the winnings they have to keep the winnings they have no other option.

Posted on January 12, 2015

They wrote me today that the 200$ is only payd back because they can only give me the money back that was payed from the card of my wife. But they only pay 200$ back but totaly i used like 500$. They told me now that it got confiscated by the security team and they cant get it back. They told me now i should get in contact with eCogra.

I still didnt find in the Terms what i did wrong.
They sound like my Money is lost.

Posted on January 12, 2015

I contacted now eCogra.
they didnt give me another choise.

Posted on January 14, 2015

Hi ismaelfall

The issue relates to the fact that you registered and made deposits from a card belonging to someone else.

Our term clearly states: shall not allow any third party (in particular, but without limitation, any minor/s) to, directly or indirectly, use your Account/s that you hold at the Casino, utilize the Software or accept a prize from the Casino.

If you had not provided the documentation from your "wife" the deposits made from her card would not have been refunded.



Posted on January 14, 2015

First of all no one else used my account, it was only me!
2nd, in it says that im allowed to use someone elses money if i have the permission!
3rd, i put the winnings on my card, not to the one from my wife, so no third person got any winnings except me.

So i didnt voilate against the Terms!

oh and btw. u didnt refund full amount, u refunded like less than half of it!

Posted on January 18, 2015

Upon the information stated above this complaint will be unresolved. We didn't get any proof of the casino that this player break their Terms and Conditions. We recommend to the player to seek further help with LGA of Malta

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