Complaint #2 VegasBerry Casino

Totally denying to comply with Responsible Gaming Policy!

By Leanne A.

11 years ago

I set up an account with vegasberry and stated via email that I wanted to close my account permanently due to me being a gambler. They refused to do so until I provided them with relevent documents which I sent. They still didn't close my account then said I haven't sent a DAF request. I do not have a scanner to sign the document but I did enter my name onto the form on the computer and emailed them this. They said this cannot be accepted. I dont have a printer either so they wont close my account. I have still been able to gamble on their site. They are now stating they stopped my deposit method and I used another so it's not their fault. However they didn;t inform me they were doing this and when I spoke to chat about my deposits not working they told me the card thing was down and to try a different deposit method! I am appalled at their service and they will not refund my money even though they have breached the responsible gaming laws. I have copies of all emails from them to prove all the above information

Disputed Casino VegasBerry Casino

Reason Other

Amount £250

Discussion

Inactive user

11 years ago

Thank you, I have received my money back.

AskGamblers

• Support Team

11 years ago

This case has been reopened upon casino’s request and we would like to give it one last chance for a successful resolution.
We have been informed by the casino management that your deposit was return to you. Please confirm.

AskGamblers

• Support Team

11 years ago

Upon all the evidence and our discussion with a casino, our conclusion is to mark this complaint as unresolved. We think that casino should close the account first time when player asked for self-exclusion on 14.01.2015, and not to allow player to deposit. We recommend to the player to seek further help with Curacao gambling commission

Inactive user

11 years ago

where is your responsible gaming policy please
Gloria 2/12/2015, 12:20:02 AM
Hi!
i cant find anything on your site regarding this
Gloria 2/12/2015, 12:20:49 AM
https://www.vegasberry.com/page/terms_and_conditions this is our terms and conditions page
yes but you dont have a repsobsible gaming policy
Gloria 2/12/2015, 12:21:11 AM
This is on security. https://www.vegasberry.com/page/security
Gloria 2/12/2015, 12:21:37 AM
Privacy policy. https://www.vegasberry.com/page/privacy
there is nothing on these about responsible gaming and self exclusion
Gloria 2/12/2015, 12:22:23 AM
Well, if you want to self exclude you do so by sending us an e-mail.
Gloria 2/12/2015, 12:22:54 AM
You can also set deposit limits.
i want to see the t&c for this, they should be available for all to see on your page
hello
Gloria?
Gloria 2/12/2015, 12:29:39 AM
Yes?
Gloria 2/12/2015, 12:29:43 AM
Anything else? :)
you havent answered my question
Gloria 2/12/2015, 12:32:48 AM
Well i guess we dont have a specific page focused only on self exclusion and responsible gaming.

VegasBerry Casino Complaint Stats

Resolved 9 / 13

Avg. Amount $1,802

Avg. Complaint Duration 9 days

Avg. Response Time 3 days

VegasBerry Casino Complaints

See all complaints for this casino

Unjustified account closure with a pending €800 withdrawal

i have deposit 50€ with 150‰ bonus i have completed the wager requirements and i have withdraw 800€ on 26th january, before i have sent all the documents to proof my id and credit card.
i wait for more than 2 working days contact live chat for many times and they said everything was ok, but financial department will contact me but everything was ok.
now i try to login and say to contact support.
i want to know what i should do receive my withdraw...
is this a fake online casino or not? i need an answer

Resolved

€800

Changing rules after withdrawal request

I deposited on 11th january 150euros and got deposit bonus. The bonus had usual wagering and I finished it. When I wagered bonus I played 2 slots and I checked on same day what slots are not allowed. Go bananas was not forbidden. I won 3560euros. The casino changed bonus rules after I wagered bonus and after I requested withdraw. Now they removed all winnings for breaking rules because I played go bananas slot.

Go bananas was not forbidden when I played, they added it afterwards. Bing cached page still has page saved and it has NO go bananas forbidden.

Please go to bing cached page and check for yourself.
http://cc.bingj.com/cache.aspx?q=https%3a%2f%2fwww.vegasberry.com%2fterms-and-conditions&d=5026771405967587&mkt=en-US&setlang=en-US&w=2IW8ZWt9ElXt6SlbI1mqVNQfeR_V8Prh

Unresolved

€3,560

Account is blocked for months, no further info

Hello...

I need help and don´t know how to do for that problem... In November 2018 I have total balance 161€. in my balance. and try to do withdrawals . but cannot log in

Have sending all documents many times. but get email about not correct. Then i try to contact with support online..many many times...don´t get any help.

And i can´t log in anymore.. my account It´s block now.... What should i can do..Please,

Thank you...

Unresolved

€161

Delaying payment and not being honest

Hello Askgamblers and Vegasberry casino

My Issue is that im not getting my withdrawal and isnt getting any information from the casino.

I did a withdrawal with using mastercard to withdrawal that was my option to withdrawal with. and contacted the support and got my account verfied and got this as a replay from them :
Hello Emil,

thank you for your email.

We are happy to inform you that your account is now verified.

Please standby for further contact regarding your withdrawal, you will receive an automatic email once it is processed.

Should you have any further concerns, questions or comments, don’t hesitate to contact our 24/7 customer service.

Sincerely,

Then they are saying they are handeling all withdrawals in 48 h . so when it have passed 72 h and several times asked the supportchat whats going on , i start to read more on the page and then its posted i cant withdrawal with mastercard , but it was still a option for me to withdrawal and the supportstaff have told ne several times that they have pushed the withdrawal with the financedepartment. But still i dont get any emails about i have the wrong withdrawal metheod that was my option when i did the withdrawal.

then after that i talked to the support and they are telling me to not cancel the withdrawal but ust wait.
then i contact the support again and emailed the [email protected] and asked them if i can use my skrillaccount insteed to withdrawal to. with out a replay from them . contact the support again and then get told from anouther person in support i need to cancel the withdrawal and start all over again and wait anouther 48 h. and they are telling me that they hope it would be resolved this weekend. then i open the support again a couple of hours later and asking them then i get told the finance department isnt working weekends. so i dont know what to do anymore with this site because last time i got to wait 72 h with out any information or get told i cant withdrawal with that methoed that was a option on their page to withdrawal with. It feels like this is a scam casino and i dont know what to do about it anymore . and how i would be able to get my money from them .

Resolved

Stalling payment due to false remaining wagering!

Hi!!!!!!!!!!!!!!

I have big problem with this casino!!!!!!

I still wait on withdraw!!!!!! But casino write me, that I dont have complet wagering!!!!!! But I have complet wagering, what I have confirmation in mail from manager!!!!!!

So, first things :

Vip manager send me mail about bonus 150% :

Dear < name removed >,

VegasBerry VIP club is proud to inform you about a special April Promotion! Log in to your VegasBerry VIP account any time and claim one of the Bonuses we managed to aquire for you!

Bonuses we have available for you:

Deposit up to 50EUR/GBP/USD and get 50% Bonus on top of it!

Deposit between 50 and 100EUR/GBP/USD and get 75% Bonus on top of it!

Deposit between 100 and 350EUR/GBP/USD and get an amazing 100% Bonus on top of it!

And, finally, deposit between 350 and 700EUR/GBP/USD and get unbelievable 150% Bonus on top of your deposit!

This is a limited, 25 keyes only, VIP offer and is valid between 18.04.2016. and 23.04.2016. so claim it now!

Looking forward to see you in the VIP club!

And next mail :

Dear < name removed >,

Just to answer your question, wagering is 35 times the Bonus amount (only), not the deposit + bonus amout. This is one of the changes we made for our VIP players. Furthermore I also contated my boss and arranged for you to raise the max bet to 10EUR since you asked for the highroller Bonus. I hope this answers your questions, but if you have any more feel free to let me know. I am here for you 24/7!

And next :

Dear < name removed >,

I will have to add the Bonus manualy, since this a VIP offer.

There are few Slot which are excluded from all Bonuses, like Scrooge, Devil's Delight, Bloodsuckers and Dead or Alive.

PS. VegasBerry is currently offline due to updates and maintanace, I can let you know when it's over and it comes back up.

Looking forward to see you in the VIP club!

So ok, I make deposit 400 Eur and < name removed > give me bonus 600!

BUT – < name removed > immediately write me, that he make bad bonus, because I have every 100 eur with 125x wagering!!!!!!!!!!!!!!!!!!!

But < name removed > assured me, that this no problem , and if I will have complet wagering 35x, 21000, so you make manualy withdraw!!!!!

Joe write me mail too :

It was my pleasure 

I have to say there was a mistake from our VIP manager that he added bonus with wrong promotion what is a mistake that can never happen in VIP club and we will make sure it will never happen again. It was simply human mistake on what we simply could not influance.

I really appretiate your understanig of this situation and I can make you assure that all your bets are being watched and monitored in order to do manually lookover of bonus restrictions that you received. Due to this situation I hope that you will understand situation that we have to manually calculate your bets and only few people have authorized access to do so never the less we will do our best in order have your data on hands as soon as you will finish your wagering requirement.

I wish you best of luck and hope to see a nice withdrawal from you soon 

Kind regards,

So I play, and < name removed > confirmed that I have complet wagering :

Hi < name removed >,

I would like to congratulate you on yor win. You have successfully completed your wagering requirement indeed.

Please, since this withdrawal can not be completed as usual and will have to be done manually from our side, can you send your verification documents on [email protected] and finance department will contact you as soon as possible (within 24 hours).

VIP Brand Manager

< name removed >

And cashier confirmed my documents :

Dear < name removed >,

Thank you for sending us your documents.

We have received and confirmed the requested documents.

In order any winnings to be paid to you you have to create a withdrawal request. You will be able to do that once the bonus wagering is completed.

Please contact our friendly support if you have any further questions.

Kind regards

VegasBerry Cashier

[email protected]

So I still write to support, that I need make withdraw, but they still write me that I dont have complet wagering!!!!!!!! This casino not understand that support do mystake????? Or support -manager do this designedly??????

LAST MAIL FROM CASHIER :

Dear < name removed >,

Thank you for your email.

As you already have been informed you cannot make a withdrawal request because you have an active bonus. Once the wagering is completed you will be able to withdraw. Unfortunately because of the active bonus we cannot create a request instead of you too. Please contact our friendly chat support for more information.

Kind regards

VegasBerry Cashier

[email protected]

So – why i still not can make withdraw??????????????????????????

If it is serious casino – so please help me with my win!!!!!!!!!!!!!!!

Because this are rogue practic!!!!!!

I will wait your answer!!!!!!!!!!!!!!!

Bye!

Unresolved

€5,765

No Payment!

I have requested a withdrawal of 1000 Euro on 02.02.2016. My account was already verified at this moment. According to their terms and conditions processing of a withdrawal may take up two business days. On 05.02.2016 I asked the support about my withdrawal and the prompt answer was that it will be processed today. Of course this did not happen ... The last reply I got from the support was "as soon as possible", the withdrawal is still pending. Unfortunately I belived them, means that currently I have no money and I am in serious problems because of that. Doing some research showed me that this delayed payments are a common issue with them.