Complaint #3 Vegaz Casino

Payment declined

By Nikos P.

5 years ago

Message on forum

I have been using this casino for a long time. The last month i had a lot of wins and a lot of withdraws that seems that made the casino unhappy. So on Wednesday i used a bonus that i deposited 100 euro and got 130 free spins. It needed a wager of 5x my deposit . My balance was 450 euro and i asked them how much wager was left. Then they sended me that email making up that i breached the terms, but i only used my mobile phone to play and i dont have a second account. So they removed my balance and left my 100 euro and they say that i cant get any more bonuses. I want my balance back because its legimate winnings and if they dont let me use any bonuses again im fine with that. But i want my winnings. Because i didnt do anything wrong, i just won again but they dont like it as it seems. Hope we find a solution.

Disputed Casino Vegaz Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

5 years 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 Vegaz 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.

Vegaz Casino

• Representative

5 years ago

Dear Nikos,

we’ve had the chance to look at the case thoroughly and therefore came to the following conclusion:

First off, please note that we take our Terms and Conditions seriously and you cannot register in our casino without agreeing that you’ve read casino’s T&C.

The specific clause in our Bonus T&C in which we are focused for this particular case is: “1.1 Only one bonus is allowed per player, account, address, computer and IP address. VegazCasino.com reserves the right to close any account that is considered a duplicate account and confiscate the assets of the relevant account.”

The system detected that two accounts are playing from the same network (IP), and this is not allowed according to our T&C. The two accounts in question are: NikosPapachris (your account) and sterantoni. (scrn 1)

After taking action, we’ve informed you that our bonus T&C have been breached and we had to act according to them.

According to your email, you claimed that you live in a hotel and use the hotel’s wi-fi and that is how the connection was made. (scrn 2) However, according to sterantoni’s email he claimed that the casino was referred to him by a friend of his and that you played in the same network. (scrn 3)

After carefully taking into consideration the facts that were presented to us, we had to take action according to our bonus T&C and “confiscate the assets of the relevant account.”

Best regards,

VegazCasino Finance Team

Vegaz Casino Complaint Stats

Resolved 2 / 2

Avg. Amount $360

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

Vegaz Casino Complaints

See all complaints for this casino

Withdrawal Unfairly Cancelled

Hello, i have a problem with a withdrawal i tried to make on VegazCasino.

As you can see i have attached our whole conversation through e-mails and my deposit/withdrawal history with the dates.

The problem is at Saturday 25/07, when i made a deposit of 100 euro claiming the Saturday 150% bonus and managed to raise up my balance to 860 euros. (710 clear euros for withdrawal since the 150 are deducted from the balance since its a sticky one). As you can read on their T&C's they say that you need to deposit at least 100 euro midweek before claiming the Saturday bonus, which i did as you can see by depositing 100 euro on Friday 24/07.

On their first e-mail, just a couple of hours after i requested the withdrawal, they are accusing me that i took advantage of the Saturday bonus by not depositing the required 100 euro ( Bonus T&C's under section 4.6), which is not true as you can see.

After i sent them the transaction they change the accusation on telling me that because i used a Welcome bonus on my Friday deposit i wasn't able to claim the Saturday bonus and that i should have had a clean deposit to claim it!

Meanwhile as you can see again on the deposit/withdrawal history, the previous week at Friday 17/07 i deposited 100 euro and withdrew 230 euro and with the Saturday 18/07 bonus i also deposited 100 euro and withdrew 550 euro without a single problem !

They kept telling me that i needed to have made a clean deposit and when i asked them to show me exactly where i can find it on their T&C's that says anything about a clean deposit in between the others they just said that their decision is final and irrevocable.

Please read my saying and watch all the conversation from the e-mails. Also as you can see i still have my 100 euro which i deposited, since they refunded those to me from their saying (Bonus T&C's under sections 1.13)

So basically i want help to get my winnings of 610 euros since i didn't break any T&C's.

If you need any further information, please don't hesitate to ask me!

Thanks in advance, Stratos < surname removed >.

Resolved

€610