Vegas Winner Casino not following their own responsible gambling policy

Well i didd ask you to close my account permanently due to a gambling problem as you can see from the screenshot. I doubt you are then allowed to let me reopen it. If i had won, would you then deny me my winnings as you didd with the other player?

Other casinos when you close your account forever due to gambling problem they do not let you open it again. You clearly have no ethics. I feel like you knew i had a problem and took advantage of me.

I can further this complaint to the MGA. Look at the attached screenshots of the emails i sent to: slotsm­agi­c,m­ega­casino and casinoredkings. Asking my accounts closed due to gambling problem.

If you are addicted its not going to go away... If you are an alkaholic you are an alkaholic for the rest of your life. The same goes for a problem gambler. Where are your morals?

Hi

We can confirm that the re-opening of the players account with VegasWinner.com was in full accordance with the regulations of Malta Gaming Authority.

On May 20th, 2015, the player contacted us on our chat service wanting to reopen his account by his own will.

As a precaution and in compliance with our Maltese Licensing requirements, the player was sent an email and asked to verify and confirm that the reasons that had led him to close his account, had been resolved.

The player replied with the following:

I confirm i dont have a gambling problem and my reason for closing and stating such problem was a big win in another casino and i got carried away. I now feel in controll and would like to reopen my account.

After reviewing his reply the player was advised of having to wait a 7-day cooling off period before the re-opening of the account took place. The payer subsequently confirmed that he did not have a gambling problem and the account was opened on May 29th, 2015.

He stated the following:

Yes i confirm i dont have a gambling problem and i would like to open my account as promised today.

After successfully establishing the reason through these positive actions and having made no further engagement with the player, the account was re-opened.

We can also confirm is that upon receiving his most recent account closure request on Thursday, June 4th, 2015, we immediately placed the necessary restrictions on his account preventing future deposits and advising him of some organisations that dedicate themselves to give counselling and assistance on gambling issues.

The account was therefore restricted being not able to play in “Real Money” mode nor make any deposits.

At this point the player contacted us demanding a refund as he had read on a forum that in such cases players a supposed to get refunds. The player was again reminded that he was playing under the MGA regulations and that the procedure was followed in full accordance with the Maltese License.

It is important to note that the reference and comparison the player makes to the Megacasino.co.uk dispute to his, is totally different as not only are the 2 disputes under different regulators, but also under different circumstances. The player on Megacasino.co.uk had opened an account on a sister site breaching his Self-Exclusion where in this case, the player proactively contacted us twice without the engagement of the casino by any means prior to his request to reactivate his account.

As a consequence, his refund request was denied and he was advised again regarding organisations that dedicate themselves to give counselling and assistance on gambling issues.

Should you require further assistance, please let me know.

Thank you!

Havent heard anything from them.

@luckyloser,
Any update considering your complaint? Thank you.