Complaint #8 Vegas Mobile Casino

Winning voided

By Xulescu1412

11 months ago

I opened an account with Vegas Mobile Casino over a year ago. I was able to deposit and play freely without being asked for any ID or verification. On 11 June at 22:48, I deposited £45 via Apple Pay and won £2,652. I requested a withdrawal and on 12 June, I was told to provide verification documents for cards I had used months earlier, including one from January and one from May.

I complied and sent all documents. However, they delayed the process without valid justification, and I checked in with them regularly, fearing they were trying to avoid paying out my winnings. Eventually, on 5 July, they emailed me saying they had closed my account, stating I logged in from a different country. I had already informed them that I was abroad due to a family emergency (my mother-in-law passed away), and they acknowledged this without any objection at the time.

Despite my account being supposedly under review, I was able to deposit again on 13 June—£100 at 13:07 and £200 at 13:29—which was accepted. Only after that did they restrict my account, with no clear explanation or refund.

I believe this is unfair treatment and possibly a breach of the UK Gambling Commission’s rules regarding fair treatment and timely withdrawals. I am seeking the release of my £2,652 winnings.

Disputed Casino Vegas Mobile Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

10 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Vegas Mobile Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Vegas Mobile Casino

• Representative

10 months ago

Dear Player and AskGamblers Team,

Following an internal investigation and in accordance with our Terms and Conditions (Section E, points 7 and 8), the player was found to be in breach of the following:

Section E(7): Prohibiting the use of the account by third parties and/or the use of third-party funds.

Section E(8): Prohibiting any attempts to circumvent national self-exclusion schemes such as GamStop.

These breaches were identified after it was found that the player shared both an address and mobile number with a self-excluded individual and received direct funding from that person. This information was verified through submitted bank statements and account activity.

Our Risk Team has escalated this matter to our Data Protection Team following a Subject Access Request (SAR) made by the player. However, based on the evidence available, the decision to void winnings and close the account remains in line with our regulatory obligations.

If the player wish to pursue the matter further, they are free to contact eCOGRA, our approved ADR (Alternative Dispute Resolution) provider.

Please let us know if you require any additional documentation or clarification.

Kind regards,
Vegas Mobile Casino

AskGamblers

• Support Team

11 months ago

Dear Vegas Mobile Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thank you in advance.