VegasBerry Casino - Totally denying to comply with Responsible Gaming Policy!

Leanne Abel United Kingdom
posted on February 5, 2015.

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

posted on February 8, 2015.

Dear AskGamblers

According to the procedures we requested documents for account closure on 14.01.2015. She mentioned gambling problem, so we have blocked credit cards depositing option which she was using.
She firstly refused to send docs. We requested them 3 times.

Then on 30th of January she firstly deposited 250 pounds with Skrill in 5 deposits: at 15:35, 15:47, 15:58, 16:17 CET.
She contacted chat on her own when her credit card deposit was declined with words: " hi i cant deposit". She was advised to use Skrill or Neteller then and she was using Skrill for depositing.

Afterwards on 30th of January at 22:27 CET she sent the documents to close the account. But her documents didn't fit standards:
- Deposit Authorization Form was digitally signed instead of printing and signing by hand. Digital signature can't be considered as a confirmation of any document.
- Proof of address didn't have date on it (she ripped off a part of her proof of address where tha date is supposed to be) while we request proof of address not older than 2 months with the date

We haven't even requested new proof of address then. We just blocked all deposits for her as she was asking for chargeback, and requested to provide us with manually signed Deposit Authorization Form and offered to write this form by hand as she doesn't have a printer. It hasn't been done.

So now her account is opened, all deposits blocked, we are waiting for DAF to conform CC deposits.

Best Regards,

Daniel VegasBerry

Leanne Abel United Kingdom
posted on February 8, 2015.

Fistly i will admit that I did refuse to send my documents to close an account. I have dealt with many companies over the years and have never had to send anything to self exclude an account and have it closed.
Secondly I did not receive any email or advice from a manager or staff member that you had stopped my deposit method. As you have already admitted above I contacted support to say I couldn't deposit and I was told to try another method. This clearly isn't a good move if you wanted to stop me playing. You should have stopped all methods and you should have informed me of what you were doing.

Thirdly I tried to use the only method I knew to send you a DAF form which you didn't accept. I did not tear off any date from the letter, this is the way it came through the post! I have also emailed your team to advise I go paperless and I don't have bills dated in the last 2 months. I sent a catalog bill and that is the most recent thing I have. I have now sent a written DAF and emailed it to you, although I'm sure you will find some fault with that.

My point is that I stated I was a gambler which again you have admitted above, and you did not inform me that my deposit methods had been stopped and you did not give your support team any information so they could tell me any of this. Your team were irresponsible in stating I should try Skrill.

I therefore feel I have been let down by your team and that you didn't action my requestions and I am entitled to my deposits to be refunded.

Yours sincerely
Leanne Abel

posted on February 9, 2015.

Dear Leanne

We would like to inform you that we request documents for verification purposes in order to assure safety of player in our casino. Verification is needed for us to be sure that it is really you the person who was playing and depositing money in a good will in our casino. Once it is verified the account can be closed.
Our support team immediately blocked your depositing option after account closure request. Technically support has the possibility to block only the option that has been used by player before, which has been done. As you refused to comply with our terms and conditions and provide documents for account closure, your account hasn't been closed and other depositing options were available for you to use if you change your mind about account closure.

We have accepted your documents even though there was no date on your proof of address. We also accepted your handwritten copy of DAF and closed your account.

In our terms and conditions is stated that our casino reserves the right to request documents from the player at any point and for certain purposes including account closure:
"VegasBerry casino reserves the right to at any time request from players copies of personal documents. These are needed for age verification, fraud prevention, payment processing, promotion restrictions, account closure, etc."
We were acting according to our terms and conditions. Thus, you have to take the full responsibility for not acting according to our terms and conditions you agreed with while completing registration in VegasBerry. Therefore your deposits will not be refunded.

Best regards,

Daniel, VegasBerry

Leanne Abel United Kingdom
posted on February 12, 2015.

You state other depositing options where left open incase I changed my mind! I am a gambler and informed you of this. What you are saying is totally irresponsible.

Whilst I appreciate that you need documents to verify players, it is also unacceptable to let players deposit when they haven't provided this. Surely an account should be suspended until you receive this. I therefore wouldn't have been able to spend anymore money with you if this had been done.

Furthermore your T&C do not have any section relating to responsible gambling which is very strange. I have spoken to your support staff (Gloria) and she directed me to your security and privacy page but there is nothing about self exclusion.

I have sent documents as requested and my account is now closed but I still want my money back as you have breached responsible gaming rules. As your site doesn't even explain what these are it is unfair to expect a player to know what they are dealing with. The only thing I can see is" You can delete your VegasBerry casino account by requesting the deletion from our customer support."

I have also requested that you provide me with details of Flavidus and the CIGA so I can complain to them about this which you haven't provided me with

Leanne Abel United Kingdom
posted on February 12, 2015.

where is your responsible gaming policy please
Gloria 2/12/2015, 12:20:02 AM
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
Gloria 2/12/2015, 12:29:39 AM
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.

posted on February 14, 2015.

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

posted on February 23, 2015.

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.

Leanne Abel United Kingdom
posted on February 23, 2015.

Thank you, I have received my money back.