On Monday 30th January I registered with Vegas mobile casino & I made 3 deposits of £25 each with a bonus of 2x £25 1 £6.25 2x £12.50. I spent these bonus's plus my deposits with a balance of 6 pence remaining. I did win £1000 but wasn't allowed to withdraw funds due to me not meeting wager requirements, I still had to wager 3174.5. Once I had done this I was allowed to withdraw these funds which I did..
I continued to play the slot game ladies nite & again won some more money which I withdrew from my account... On the 31st of January I left my withdrawal pending & deposited some more money to play with, overall I withdrew £2800, during the course of the day I cancelled my withdrawal and spent £2500 of this withdrawal (I have evidence showing this) I then won some more money & decided to withdraw this from my account, 1 amount being 1300 & then £700... I was then sent an email asking to verify my account & to send relevant documentation which I did. On Thursday 2nd of February I was sent another email stating that I had breached their bonus policy & terms & conditions by 5% & my withdrawal was being made void & that they had taken back £1542 of my winnings leaving me with £458 in my account!! On many occasions since Thursday I have spoken to the live chat team who haven't been very helpful in explaining why this has occurred other than sending me links to their terms & conditions etc!!!
On the 4th February I spoke to an adviser on their live chat named Andra who in fact confirmed that my wager was met & the withdrawal was allowed (I also have evidence of this)
I would just like my £1542 that I withdrew & claimed honestly because I met all the wagering requirements & didn't breach any bonus policy or terms & conditions
Complaint Info
Disputed casino
Reason
Hi Alyson,
I am the representative of Vegas Mobile Casino. I have forwarded your complaint to the investigation team. I hope the issue will be solved soon. Thank You
Thank you for your quick response, I also hope it's solved quickly
Hi Alyson,
The issue is under investigation. We will get back to you after the investigation is complete. Thank You
Thank you for the reply
Hi ,
We have got a feedback from the team that a call has been scheduled with you to discuss the issue. I hope the issue will be solved during the call. Thank You
Thank you I hope it can be resolved aswell
Many thanks
So Vegas mobile twice now we have arranged a time to discuss the issue & both times you have failed to call!!!
Hello,
We just received an update from the team that they have called you 4 - 5 times but I believe you haven't receive any, so Can you please check your contact details? with our Vegas Mobile Casino Live chat team. So, that the issue can be solve asap.
Thank you!
Vegas mobile
I have indeed received 2 missed calls from yourselves, they were missed because I was asked a time slot to ring me in & it wasn't met!!!
I have spoken to 1 of your representatives who very kindly tried to explain & resolve the situation, but it has since been brought to my attention that
The last bonus I received of £12.50 wasn't spent & I still had a balance of 0.06p so therefore you say I have breached terms & conditions, no matter if you play a 0.01p scratch card it won't let you have a zero balance..
Once I questioned this the representative said that because my bet was higher than stated that's why my money was taken off me!! Well I'm sorry but that is ridiculous, the way your system works wouldn't let me have a zero balance at any point!! So a 0.06p or 0.01 closing balance your still going to take our money off us
The representative then spoke to me & said
'My manager would like you to take the complaint down off this site & we will give you a £200 bonus!!!
I did send an email requesting it be taken down but the way the manager came across seemed very abrupt & almost threatening!!!
So I've decided to continue with my complaint!!!
I would like for this complaint to be sorted & all monies I'm owed paid back into my bank account asap
Kind regards
AskGamblers
AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Vegas Mobile Casino where it is clearly displayed that player has placed bets higher then allowed. Player by these actions breached the General Bonus Policy:
Without derogating from any other provision in this policy, before any withdrawals are processed, your play will be reviewed for any irregular playing patterns. In the interests of fair gaming, equal, zero or low margin bets or hedge betting, shall all be considered irregular gaming for bonus play-through requirement purposes. Other examples of irregular game play include but are not limited to, placing single bets equal to or in excess of the lower of £5 / €5 / $5 / 50kr or 5% of the value of the bonus or the lower of £2 / €2 / $2 / 20kr or 2% of the value of the bonus if you made a deposit via either Neteller or Skrill (including where such limit is exceeded due to any double up or other feature of any game) until such time as the wagering requirements for that bonus have been met. Should we deem that irregular game play has occurred, we reserve the right to withhold any withdrawals, confiscate all winnings and/or block your access to our services and products and/or your account without being under any obligation to pay you any funds held in your account.
Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Vegas Mobile Casino.
Vegas Mobile Casino Complaints
- 2 of 2 resolved
- 2 days avg response
- 5 days avg complaint life
- 37 USD avg amount
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