Complaint #2 Vegaz Casino

Withdrawal Unfairly Cancelled

By Efstratios G.

5 years ago

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 >.

Disputed Casino Vegaz Casino

Reason Bonus terms violation

Amount €610

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Vegaz Casino

• Representative

5 years ago

We are happy you feel that way @Imagos. From our side this issue is solved, please let us know if you do not feel the same way.

Thanks!

imagos

• Greece

5 years ago

Good morning everyone,
Indeed i have received the 610 euro back into my account at vegazcasino and i just proceeded to a new withdrawal.
The moment i'm getting the funds into my bank account i will proceed to a new deposit, since vegazcasino would earn my trust again!
Thank you very much, Stratos

AskGamblers

• Support Team

5 years ago

Dear @imagos,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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

Payment declined

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.

Resolved