Crazy Vegas Casino

Long story short:

I made a total of 4 deposits here, 50USD,50USD,50USD and 122USD, no bonuses on these deposits at all, all money made is self-made.

I contacted livechat prior to making my first deposit, and asked them where i should send in documentation, the address they provided me with was: [email protected]

I then sent in the following to that address:

1. Front & Backside of my driver's license

2.A copy of a utility bill confirming my name, and address.

They confirmed that they have received this, although when i finally made my withdrawal they claimed to have have received any of this, i then sent in the documentation again to the address they provided me with, and i have yet to get a response from them after this.

I have requested two withdrawals so far, one is 900USD and the other is 300USD.

They have now cancelled my withdrawal and reversed the withdrawal of 900USD back to the casino account, the other withdrawal of 300USD was requested 2 days ago, (over 48 hours ago), on Askgamblers.com they claimed to have a 0-24 reverse time on withdrawals, they have gone way past this.

Also they have not informed me of any of this.

Im posting the the entire email conversation i've had with Crazy Vegas, and also the chatlog i had with Jesebelle on their livechat today, after mentioning that i would form a complaint here on Askgamblers.com she closed the chat on me.

I see no solution here, and i desperately need your help in order to solve this!

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from:

to: [email protected]

dato: 23. juni 2015 kl. 15.15

emne: Verification of account

Hi,

my username is: < removed >

I'd like to verify my account, in case i should want to withdraw something at a later time.

Documents are attached

Best regards,

Eirik

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i received this email response:

from: Banking

to:

dato: 23. juni 2015 kl. 18.29

emne: Re: [Ticket#2015062310004404] Verification of account

Dear Eirik ,

< removed >

Thank you for your request.

Kindly take note that we will still need the front and back of your credit card as well as the approved puchases document attached below.

Regards

Mavis

Verifications Team

Vegas Partner Lounge

Approved Purchase Report Document

02 February 2015

I, Eirik , surname removed >, certify that the electronic media record of my transactions held by Vegas Partner Lounge, and its casinos, shall be used without limitation to verify and/or resolve any dispute(s) I may have with my registered financial account(s).

Please accept this document as authorization for Vegas Partner Lounge and its processing entities to debit the below listed credit card(s) for services rendered and continue such authorization until I notify Vegas Partner Lounge and my bank otherwise.

I acknowledge that I have read all the information contained in the Vegas Partner Lounge Terms & Conditions and agree to abide by all the rules, regulations, conditions and agreements therein.

Registered Cards:

1. 4272xxxxxx1024 Date Registered: 2015/06/23

__________________________________

(Full Name)

_________________________________

(Signature)

__________________________________

(Date Signed)

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from:

to: Banking

dato: 24. juni 2015 kl. 12.40

emne: Re: [Ticket#2015062310004404] Verification of account

Hi,

why do you need my creditcard when i cant deposit on your casino with my creditcard, nor have i ever used it on the casino?

If anything i could attach a screenshot of my Neteller account, which i've used once to deposit here, the two other times i've deposited here i use Paysafecard.

Regards,

Eirik

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from: Banking

to:

dato: 24. juni 2015 kl. 13.52

emne: Re: [Ticket#2015062310004404] Verification of account

Dear Eirik

Thank you for your request.

I do see that you have registered a credit card on your casino account, but have not been successful in making a purchase with that card.

Should you not want to send a copy of the credit card to the banking team, it will not be a problem at all. However, I will need to delete that card from our systems as a security measure. If this action will be acceptable by you, I can then go ahead and look into your other documents to verify your account with the Vegas Partner Lounge group if the documents have met our security requirements.

Regards

Jay

Pit Boss

Casino-Mate

Vegas Partner Lounge

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from:

to: Banking

dato: 24. juni 2015 kl. 15.36

emne: Re: [Ticket#2015062310004404] Verification of account

Hi,

you can delete the card from your systems, as its not useable here.

Regards,

Eirik

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fra: Banking

til:

dato: 24. juni 2015 kl. 15.49

emne: Re: [Ticket#2015062310004404] Verification of account

Dear Eirik ,

Thank you for your request.

I have now deleted your credit card form our system as per your agreement.

Once your documents have been verified, we will contact you. Please expect a response from us within the next 24 hours or sooner.

Regards

Jay

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from:

to: Banking

dato: 25. juni 2015 kl. 20.34

emne: Re: [Ticket#2015062310004404] Verification of account

Hi,

never got a response within the 24 hours, still got my withdrawal pending, whats up?

Regards

Eirik

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from: Banking

to:

dato: 25. juni 2015 kl. 21.47

emne: Re: [Ticket#2015062310004404] Verification of account

Dear Eirik ,

flaske83

Thank you for your support at Casino Mate

We are pleased to inform you that we removed your withdrawal of $900 from the pending period.

Also we have forwarded your request to our financial department, once we have received a reply or should we need anything else we will notify you.

We do apologies for the inconvenience caused.

We hope this finds you well and meets your understanding

Regards

Timothy

Verification Team

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from:

to: Banking

dato: 25. juni 2015 kl. 22.20

emne: Re: [Ticket#2015062310004404] Verification of account

Hi,

thank you, so i can expect the money pretty soon in my Neteller account then?

How long does it usually take?

Regards,

Eirik

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from: Banking

to:

dato: 26. juni 2015 kl. 00.06

emne: Re: [Ticket#2015062310004404] Verification of account

Dear Eirik ,

flaske83

Thank you for your request

After our financial department has allocated your withdrawal it should take 1-2 working days until it reflects on your account.

We hope this meets your understanding

Regards

Timothy

Verification Team

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from: Banking

to:

dato: 26. juni 2015 kl. 10.03

emne: Withdrawal Request

Dear Erik,

flaske83

Congratulations on being a winner at our Casino.

You have requested a withdrawal of $900.00 We are currently processing your request.

In order to complete your request, we require the following documents:

Documents Required:

1. A copy of a government-issued photograph identification document (i.e. I.D. Document, Passport, Driver's License) that provides date of birth; AND

2. A copy of a recent Utility Bill (Gas/ Water/ Electricity/ Credit Card Statement etc.) (no older than 3 months old) verifying your residential address; AND

Please ensure that all documents are clear and legible and please sign each document.

Please send these documents to us marked for the attention of Compliance and send them via fax or e-mail.

- Fax to: +27 11 253 9617

- E-mail to: [email protected]

Please note:

• Please be aware that the strictest controls are required in this industry in order to manage and protect our players' interests and confidential information.

• These documents will only be requested once and will be stored on record for future use.

• These documents are for verification of a player and are treated with the highest degree of confidentiality.

At Vegas Partner Lounge we strive to ensure you the best in service and delivery. For this purpose, you can chat directly with a consultant who is dedicated to assisting you with all your queries right now. For all general enquiries, please e-mail [email protected]. Feel free to contact us at any time.

Kind regards,

Withdrawal Manager

[email protected]

Casino Mate

Vegas Partner Lounge

The Only Place to Play

www.vegaspartnerlounge.com

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from:

to: Banking

dato: 26. juni 2015 kl. 10.09

emne: Re: Withdrawal Request

Hi,

im assuming this is an automated email sent to me as i have already sent you those documents three days ago, i did so in order to avoid this issue..

Just transfer the money already.

Regards,

Eirik

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from: Banking

to:

dato: 26. juni 2015 kl. 18.51

emne: Re: [Ticket#2015062610001723] Withdrawal Request

Dear Eirik ,

Thank you for your request.

Please could you confirm the email you sent the documents to as we have not received them

Regards,

David

Support Desk

Vegas Partner Lounge

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from:

to: Banking

dato: 26. juni 2015 kl. 20.08

emne: Re: [Ticket#2015062610001723] Withdrawal Request

t is the same email as this one, i sent the documents to the email your livechat provided me with.

I will send the email again to you now, however i've had a conversation with banking over several days now.

Its ok to accept my deposits but once i withdraw your going to hussle me is that it????

Sending the email with documents again now, you better pay, i won the money fair and square....

Sendt fra min iPhone

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from:

to: Banking

dato: 26. juni 2015 kl. 20.12

emne: Fwd: Verification of account

Sending these documents again since you suddenly claim not to have received them....

Historylog shows i sent you these documents 23.june 2015

Username flaske83

I will take this further if you dont honor my withdrawal

Sendt fra min iPhone

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CHATLOG today approx 18:45 CET time.

You are now chatting with Jesebelle

Jesebelle: Trouble logging in ? Can I help?

Me: Not with logging in, but if you would care to explain why my withdrawal has been reversed?

Jesebelle: Hi there, how are you doing today?

Jesebelle: Please could you confirm your casino username?

Me: Also, it says on your website that you have a 0-24 hour reverse time, but the money i withdrew 4 days ago is still in my balance..

Me: flaske83

Jesebelle: \You need to send us some documents. Please could you come back online in about 30 minutes for the day shift to send you your document requirements

Me: I have sent you these documents 6 days ago

Jesebelle: Your account is being reviewed. Please come back online in half an hour

Me: also you confirmed over email that you have received the documentation, and yesterday i received a new email saying you had no received no such email, and now you have cancelled my withdrawal.

Me: alright, filing complaint on askgamblers now

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Thank you for using our live chat service. Your current chat session has now ended

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She closed the chat on me.....

Im attaching the same files i sent to them, so you can see for yourself, which documentation i have sent in.

Hello, my name is < full name removed >, my user name is < removed > and I would like to make a complaint for Crazy Vegas Casino.

The story goes like this.

On April 1st I made a deposit of 500 euros using my credit card. i received a bonus of 250 which is a 50% bonus the casino gives. I played slots and I was lucky to win 20.000. (actually 20300 euros). I won 10.000 on a major jackpot by playing Mega moolah slots and I continued winning on different slots and stopped on 20300 as I mention above.

I made a small withdrawal of 3000 and I was waiting for verification documents. They asked me ID and Bill and I sent my Driver's License and an electricity bill. Then they asked for my passport. I told them that I have to renew it and I will sent it to them but it will take a few days. And that's what I did, I received my new passport 20 days later and I sent it. Since then i was waiting the verification of my details. I talked to their live support 3 times but I 've never received an answer on how the verification process is going. They were keep telling me that the finance and security department has to do the necessary searches.

All this took 1.5 month. On may 19th I received and email from their risk department. In sort terms they accused me of being a high risk player and they have ruled that all game play and financial transacting to be null and void. Also any withdrawal made with the casino was confiscated and they closed my account. They returned my deposit back to my credit card.

For they defense they used their 3.1 rule which I read and the only thing it says is that if they think that I am an abuser they have the right to close my account and confiscate any winnings.

And now i want to ask you. How am I considered an abuser by just gambling on slots? The only thing I did was playing in a jackpot slots a got lucky and won. Then of course I had to clear the wagering requirements because I had received the bonus, and I was keeping be lucky and double my winnings. I can't understand when exactly i was an abuser.

This is why I am making this complaint. I think that they have no right to confiscate my winnings, but I can't do more by myself, that's why I am asking for your help.

Please tell me if you need something to provide you with, r if you have any other questions I might haven't already given the answer.

Thank you in advance.