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VegasCasino.io - Denying payout due to unjustified accusations

RESOLVED
qsimmons93 Germany
posted on February 8, 2017.

Hello there,
Vegascasino.io is refusing to let me withdraw my btc after I completed their rollover and provided all documents that they wanted. Initially they requested ID and proof of address - which I provided. They accepted my ID, but refused proof of address so I gave them a better one. Next they accepted my proof of address, but requested a photo of me holding my ID next to my face. I thought was odd, but didn't think it was weird enough not to acquiesce. Following this I did not hear from them for 2 days at which time I sent them an e-mail asking what was taking so long and if I could get an update. A day later they respond saying that I had relation to some other account that I've never heard of and that my account would remain under security review until I explained that account's relevance. They are denying payout. Please askgamblers could you help mediate this dispute between the casino and I?

AskGamblers
posted on February 8, 2017.

Dear @qsimmons93,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

qsimmons93 Germany
posted on February 8, 2017.

The disputed withdrawal request is for €300 (0.30 BTC).

qsimmons93 Germany
posted on February 9, 2017.

The vegascasino.io VIP support just contacted me and asked for my skype/telegram contacts in order to talk about the issue. I will report back about the result of this.

posted on February 9, 2017.

Hi Thomas,
Our system has detected multiple accounts which are connected to each other, all leading back to your main account. All of the accounts under question have claimed deposit bonuses which is not allowed by our terms and conditions https:­//v­ega­sca­sin­o.i­o/a­bou­t/b­onu­s-terms :

"All bonuses are limited to one per user, IP address, electronic device, household, residential address, telephone number, payment method, e-mail address and any public environments where computers and IP addresses are shared such as, but not limited to: universities, schools, libraries and workplaces."

Since the relation between the accounts has not been explained all winnings from bonus usage are considered void. Nevertheless we will process withdrawals for the sum of the original deposit.

Our security department will be in further contact with you regarding this.

Best Regards!

qsimmons93 Germany
posted on February 9, 2017.

First they claim its one account now suddenly it's multiple accounts? Also why does vip support contact me to resolve this issue but then suddenly this post comes making up new stuff? As I said before I can't explain relations to any account because I only have one account. And if you care to keep making these accusations please post some evidence here in the thread. Though I don't think you will because I think you're making this all up so that you can deny payment.

posted on February 13, 2017.

Hi,

We have provided evidence as per Askgamblers request.

Best regards.

AskGamblers
posted on February 13, 2017.

Dear VegasCasino.io team,

Please keep in mind that all your attachments have been removed due to the fact they were all containing sensitive personal information. Make sure to read carefully and comply with all Complaints Guidelines from now on.

http:/­­/w­w­w.a­­skg­­am­b­l­er­­s.c­­om­/­c­om­­pla­­in­t­-­gu­­ide­­lines

Thank you for your cooperation.

qsimmons93 Germany
posted on February 13, 2017.

I've been e-mailing with Vegascasino VIP support and I am pleased to report that they have been helpful, patient, and professional thus far. We scheduled a telegram session on the 10th. Support pinged me on time, but I was late for the session and we were unable to get things done as planned. I have just e-mailed Vegascasino VIP support to apologize for the transgression and request a telegram session for Wednesday at a time that I will be able to make without fail.

In our correspondence Vegascasino VIP support claimed to have evidence that they wished to share with me and discuss. They proposed a phone call, but this is untenable for me as I need a written transcript for my personal records. I look forward to these discussions but I've never heard of the account that the prior Vegascasino support e-mails kept pointing towards nor the allegations of even more accounts posted above in this thread. I only have one account and believe that further discussion with will be fruitful.

My hope is that Vegascasino VIP and I can telegram on Wednesday. I will report back with results.

posted on February 14, 2017.

Hi Askgamblers,

We have sent through the evidence via e-mail.

Best Regards!

AskGamblers
posted on February 14, 2017.

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of VegasCasino.io where it is clearly displayed that player had opened more than one account. Player by these actions violated casino bonus term

All bonuses are limited to one per user, IP address, electronic device, household, residential address, telephone number, payment method, e-mail address and any public environments where computers and IP addresses are shared such as, but not limited to: universities, schools, libraries and workplaces.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In a case of a disagreement with our decision we remind a player that further assistance on this matter could be requested from the relevant licensing authority responsible for VegasCasino.io.

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