V.Vegas Casino - Player’s account has been blocked.

I had 45,000 PLN(mayby 10000 euros) in my account and it was verified. Until now, withdrawals were available. A week ago, I was asked to send a selfie from the website, and I sent it. Today, my account is blocked. I received a complaint with a maximum withdrawal amount of approximately 950 euros, and also 10,000 euros.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the full KYC verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?
• Has the casino confiscated your balance, or have they only lowered the rate for processing your withdrawals?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I played both slots and sports betting. All my funds were turned over when I requested a withdrawal, meaning real funds. The casino wants to refund me 4,000 PLN, but I have over 45,000 PLN in my account.

Greetings,

The account is temporarily blocked due to violation of the following Sportsbook T&Cs:

"3.5 While an active bonus is in use, it is prohibited to place bets on more than one outcome within the same market of the same event. A violation of this rule shall be considered bonus abuse. In such a case, Website Administration reserves the right to immediately forfeit the player’s current real and bonus balances, block the player’s account, and apply any other measures or restrictions provided for under these Terms and Conditions."

Kind regards

The proposed refund amount is lower than the total deposits made; is such a solution fair?The bonus terms and conditions on the main page did not state that playing in this way was prohibited.

Dear V.Vegas Casino Team,

Thank you for your response.

Dear pampa123,

Thank you for your reply.

Unfortunately, since your account was blocked after placing sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.