123 Vegas Casino - The player's unable to withdraw his winnings.

Hallo,

Ich habe bei 123vegascasino den code FREAK125 für 125 dollar bonusguthaben eingelöst, direkt nach meiner Erstregistrierung.

Später habe ich dann 48.000 in einem Spin gewonnen und dachte das ich es damit gut sein lasse und verifizieren lasse und meine 100$ auszahle.

Dann hieß es das Deutsche keine "Free Chips" promos einlösen können wegen "banking regulations" und ich soll doch das konto als Spielgeld verwenden. Klingt Suspekt, ich glaube es wurde gehofft das ich alles wieder verspiele und der Account dann von alleine Leer wird. Es wurden "banking regulations" als Grund der Auszahlungsverweigerung gesagt , aber keine weitere Erläuterung, auch nach Nachfrage nicht.

Email support antwortet auch nicht.

Ich sollte mal versuchen die ganzen 50k zu erklagen, als Strafe für so eine Frechheit.

Hello shobi91,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 123 Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you ever deposited into the casino? Is your account currently verified? Is the balance still available on your casino account or did they void it since?

We believe that once you receive a bonus, you should also receive the wins from it no matter what. The casino should prevent such bonuses to be given if they later refuse to pay out.

Looking forward to your answer.

Regards,

Nick

Hallo Nick,

wie gesagt, das war das erste mal das ich die Seite besucht habe, habe also noch nichts eingezahlt.

Das Geld ist immer noch auf dem Konto, hat sich in der Hinsicht nichts getan. Und bin jetzt auch skeptisch das ich je das Geld wieder auszahlen kann wenn ich dort einzahle, bin also nicht begeistert von der Idee mich dort durch Money Transfer verifizieren zu lassen...

Grüße

David

Hello shobi91,

Did you try to use a different payout method - I see that bitcoin is available too. It would be probably much easier and faster to withdraw it that way. Didn't the casino offer that option?

I just did a withdrawal request for $100 included $3 commission so I would get 97. Used bitcoin as withdraw method and sent a bankaccount statement as proof of address. I will watch and wait for their answer to this now.

Hello shobi91,

Thank you for the new information. Please keep us updated regarding the payout.

"We have received your withdrawal request of $100 on 14th July, 2022.

We regret to inform you that we are unable to process your withdrawal request as Your account has been registered from one of the restricted countries where we have restrictions to process cashout from our casino."

Thank you shobi91 for the update. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi shobi91,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite 123 Vegas Casino to the conversation to participate in the resolution of this complaint.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi shobi91,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.

Best regards,

Peter

We’ve reopened this complaint at the request of 123 Vegas Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hi Peter,

Players from Germany are only permitted to cash out on real money deposits. This player account is registered in Germany. Hence, we informed the player regarding the same, as this player has played using a free chip and is not eligible to cash out.

Kind Regards,

123 Vegas Casino

Dear 123 Vegas Casino team,

Thank you for your reply. Could you please elaborate on the statement? What exactly are the banking restrictions for Germany? Secondly, why do you even let players that aren't eligible for the winnings from bonuses play with the bonuses?

Hi Peter,

German players are only permitted to participate and be pleased by bonuses at our casino; they are not allowed to cash out their wins.

Kind Regards,

123 Vegas Casino

Dear 123 Vegas Casino team,

Our position is as follows:

We believe that casinos should be equipped to only give out bonuses to eligible players. If the casino is not equipped, it should let players withdraw their winnings even if they are from a country that is restricted for bonuses. In other words, once a player gets a bonus, a casino shouldn't take it away from them or confiscate any winnings that originated from that bonus (unless some other rules have been broken).

This issue often starts with advertising communication. Casinos or their affiliates often send out emails about new bonus offers, sometimes to players who are not eligible to get them. Players then have every reason to believe that the bonuses are available to them, which might not be the case according to the Bonus T&Cs. Information about bonuses should only be sent to players who are eligible to get them. So eventually, casinos should only give bonuses to players who are allowed to get them according to the Bonus T&Cs. And if the casino makes the mistake of granting a bonus to a player who shouldn't have received it, the casino shouldn't take it away from them. Instead, the winnings should be paid to the player.

Hello Peter,

I do recognize the concept you have been attempting to express. German gamers can withdraw only from deposits made with real money. Additionally, it is explicitly stated in our T&C that restrictive countries are not handled for withdrawals. Only real money deposits made by players from Germany are eligible for withdrawal. You can go through our T&C for more information.

Kind Regards,

123 Vegas Casino

Dear 123 Vegas Casino team,

I am aware that this is mentioned in the casino's T&Cs. However, this should be enforced by the casino's software. The players obviously rarely read the T&Cs and the fact that you let players who can't withdraw winnings from bonuses activate and play with the bonuses only to tell them later that they are not eligible for withdrawals doesn't seem to be fair. If you don't want them to play with bonuses, why do you grant them? Is there any sort of a warning that the players can't win anything from the bonus? Secondly, it is very inconvenient for the players from countries that are not mentioned in the T&Cs to go and ask the support if they can win anything from the bonuses they activate. I'm afraid we can't accept your decision and the complaint will go back to the status "unresolved".