The player from Russia deposited $20 into the casino, increased his balance to $55, and passed the verification process. However, his account was blocked for supposedly using a VPN, and he did not receive a refund of his deposit. After reviewing the case, we were unable to support his complaint because the casino’s registration form did not accept users from Russia and the available information showed that he had bypassed this restriction by masking his location. Since the account was used in breach of the Terms and Conditions, we considered the casino’s decision to close the account and void the balance justified, and we did not see sufficient grounds to require a refund of his deposit.
V.Vegas Casino - Player’s account has been closed without a refund.
Closed
Our verdict
Unjustified complaint
Amount: $55
V.Vegas Casino
Safety Index 9.8 Very highCase summary
Discussion
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1 month ago
Translation
I saw this casino's high rating, decided to play, deposited $20, went up to $55, decided to withdraw, asked for verification, passed it perfectly, and then blocked my account, allegedly for using a VPN.
The thing is, I live in Russia and we're currently having internet problems, so I'm constantly using a VPN. They haven't even given me my deposit back. They're thieves, they stole my money. Don't play here, they'll scam you!
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Did you fill out your casino profile completely and truthfully, including providing Russia as your country of residence?
- Which documents did you submit to the casino for account verification?
- Which country or location did you select when using a VPN to access the casino? Did you change your VPN location to access any special bonuses or games that would otherwise not have been available to you?
- Have you tried accessing the casino website without using a VPN?
- Did you see any warnings or notifications informing you that players from Russia were restricted from accessing the casino or using its services?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation1) Everything is indicated correctly, the data is mine, everything matched during verification!
2) Passport, bank statement, your face
3) I'm from Russia. Sometimes countries would change just because you need a VPN to access a website. This is a problem in Russia.
4) Sometimes it worked
5) No. During verification, I even had the option to indicate I was from Russia. Otherwise, I wouldn't have passed verification.
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1 month ago
Dear Veronika
V.vegas does not accept players from the country-aggressor. It is clearly stated within the T&Cs and the player is notified about this prohibition during the registration process.
Hope this clarifies
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1 month ago
TranslationYour website is in Russian, and your verification process accepts documents from Russians. Then give me back your deposit, you thieves!
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1 month ago
@KpyTou
1) You did not upload any photos/documents, thus KYC was not performed
2) You never sent any documents
3) You clearly violated the T&Cs of the casino which leads to a permanent ban.
Hope this clarifies
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1 month ago
TranslationSo, here's the bottom line for playing on this site. Don't register on their site, people. They'll scam you and take all your money if you even try to withdraw it. They're even willing to take $55, but what if you win more? Casino Guru administration, please take a closer look at this casino's rating, as it's not accurate.
And I passed verification, they are lying!
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3 weeks ago
Dear V.Vegas Casino representative,
Thank you for reaching out and explaining the player's situation in more detail. Could you please clarify whether the player provided accurate personal information when registering his account, including his correct country of residence?
Dear KpyTou,
- Could you please forward me the communication between you and the casino's customer support regarding the closure of your account to veronika.f@casino.guru?
- Have you received any pop-up warnings informing you that accessing the casino's services from Russia is strictly prohibited?
- Can you confirm that you never submitted any KYC documents to this casino for your account verification?
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3 weeks ago
Dear Veronika
We are quite surprised you are requesting the extra data.
The player used VPN to hide the country that is strictly forbidden for registration.
Regards
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2 weeks ago
TranslationI am filing a complaint because the operator is providing conflicting explanations for the reasons for blocking my account.
Initially, I was told that the block was due to the use of a VPN. Later, casino representatives stated that they do not accept players from the aggressor country. These explanations contradict each other and demonstrate the lack of a clear and consistent basis for the block.
If VPN use is indeed the reason, the operator is obligated to provide evidence of this rule violation. However, if citizenship or country of residence is the reason, this is a completely different matter and should be clearly stated in the rules and applied consistently, rather than used as an additional justification after an account has been blocked.
The constant change of reasons creates the impression that the operator is trying to find any reason to refuse payment, rather than following pre-established rules.
Even if the operator believes that for some reason the winnings are not payable, withholding my own deposit is unjustified and unfair. These funds belong to me and cannot be confiscated without a clear, proven, and legal basis.
In this regard, I request that, at a minimum, the operator be required to return my deposit. If the operator cannot provide convincing evidence of my violation of the rules, I also request that they be required to fulfill their financial obligations in full.
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2 weeks ago
Dear KpyTou
Please kindly provide the proof of gameplay/registration from Nukus, uz
Geo: Nukus, uz
User agent: Mozilla/5.0 (Windows NT 10.0, Win64, x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/149.0.0.0 Safari/537.36
Platform: desktop_website
Please provide the proof of gameplay from IP: 45.199.228.22
Geo: Dodoma, tz
User agent: Mozilla/5.0 (Windows NT 10.0, Win64, x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/149.0.0.0 Safari/537.36
Platform: desktop_website
The T&Cs of the website clearly state:
4.4.
The Company does not permit accounts to be opened by, or to make any deposits nor used from, customers located or domiciled in Afghanistan, American Samoa, Aruba, Australia, Belarus, Belgium, Bonaire, Brazil, Czech Republic, Cyprus, Curacao, Central African Republic, Democratic People's Republic of Korea (North Korea), Ethiopia, France, Great Britain, Guyana, Guam, Haiti,, Iraq, Iran, Ireland, Italy, Israel, Kosovo, Malta, Netherlands, Laos, Latvia, Libya, Samoa, Somalia, Saudi Arabia, South Sudan, Palestine, Pakistan, Russia, Saba, Singapore, Spain, Statia, St. Maarten St. Eustatius, Syria, Sri Lanka, United Kingdom, Uganda, United States of America, Vanuatu, Venezuela, Trinidad and Tobago, Turkey, Ukraine, Yemen, Japan. This list of jurisdictions may be changed by the Company from time to time with or without notice. You agree that you are not allowed to open an account, nor attempt to use Your Account if you are based in this jurisdiction.
12.7.
Masking IP or location is not allowed and we reserve the right to close any accounts and void any bets, bonus and winnings if the account was created or used through the use of IP or geolocation masking technologies including but not limited to VPN and Proxy Servers.
Hope this clarifies the matter
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2 weeks ago
TranslationThanks for the answer.
However, it doesn't answer my questions.
You're simultaneously citing two different grounds: VPN use and a ban on serving players from Russia. These are separate violations, and I ask you to clearly state which one is the basis for blocking my account.
Furthermore, providing a list of IP addresses is not proof of violation. If you claim I used a VPN or other means of disguising my location, please provide evidence to support this conclusion, not just a list of IP addresses.
If you believe I wasn't authorized to use the casino's services due to my jurisdiction, another question arises: why was my account registered and my deposit accepted? If access to the service was prohibited from the outset, the operator should have denied my registration or refused to accept my deposits.
In any case, the withholding of my deposit is unjustified. Even if the operator believes the winnings are not payable, my own deposit should not be confiscated without a clear legal basis.
In this regard, I request that you at least return my deposit. If the operator cannot provide sufficient evidence of my violation of the rules, I also request that they reconsider their decision to deny the payout of my winnings.
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2 weeks ago
Dear KpyTou
Could you please confirm whether you had the opportunity to review the Terms and Conditions before opening your account? They contain important information regarding the applicable rules and requirements.
Dear Veronika
The casino provided quite enough statements and proofs to make a conclusion of this absurd case.
Regards
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2 weeks ago
TranslationYes, I have read the Terms of Use before registering.
However, the mere fact of familiarization with the rules does not answer the questions raised in my complaint.
The casino still hasn't provided a clear answer as to the exact reason for blocking my account. Different messages cited different reasons: first, using a VPN, then being in a prohibited jurisdiction. These are different grounds, requiring different assessments and different evidence.
Furthermore, even if the operator believes the rules were violated, that doesn't explain why my funds were accepted. If I was initially banned from using the casino's services, the account should never have been opened, and the deposit should never have been accepted.
In this regard, I ask that you consider my main question: on what basis is my deposit being withheld? Even if the operator believes that the winnings are not payable, the withholding of my deposited funds requires a separate legal justification.
Until now I have not received an answer to this particular question.
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2 weeks ago
So you knew for sure, that players from russia are not accepted, correct?
And you decided to use VPN to change the country, so that the registration will go through, correct?
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2 weeks ago
TranslationI do not agree with this formulation of the question.
You're asking me to confirm the casino's findings, but it's the operator who claims the rules were violated. Therefore, it's the operator who must prove these circumstances.
I have already read your position, but I still have not received an answer to the main question: on what basis is my deposit being withheld?
If the casino believes that the terms of use have been violated, this does not relieve it of the obligation to justify the withholding of funds belonging to me.
Please refrain from making assumptions about my intentions and focus on the facts and evidence. I also request a direct answer to the question of why my deposit was not returned if the casino accepted it and allowed me to play.
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2 weeks ago
12.7. Masking IP or location is not allowed and we reserve the right to close any accounts and void any bets, bonus and winnings if the account was created or used through the use of IP or geolocation masking technologies including but not limited to VPN and Proxy Servers.
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2 weeks ago
TranslationI have read section 12.7 and understand that it gives the casino the right to close an account and void bets, bonuses and winnings if a violation is established.
However, this point in itself does not answer the question about the fate of the deposit I made.
Please note that my question is not about winnings, but about the return of my own funds. The casino accepted my deposit, allowed me to play, and only subsequently applied clause 12.7.
Please indicate on what specific grounds the terms of use allow for the retention of a player's deposit, not just the cancellation of bets, bonuses, and winnings. If such a provision is not included in the rules, I request a refund of my deposit.
I would be grateful for a direct answer to this question.
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2 weeks ago
The final decision has been made by the casino - since you cheated the casino, the account will remain permanently blocked, no money-related operations will be performed. (Regardless of Casino Guru representative decision)
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2 weeks ago
TranslationThank you for your reply.
I understand that the casino considers its decision final. However, this response does not provide a legal basis for withholding my funds.
You claim that I "cheated the casino", however, this is the casino's conclusion, not an explanation of what specific provision of the Terms of Service you are relying on to hold my deposit.
I've repeatedly asked for the clause in the rules that specifically allows the casino to confiscate a player's deposit. Instead of a response, I've only received a general reiteration of the rule violation.
Please consider my position unchanged: even if the casino has concluded that the terms of use have been violated, it must justify the legality of withholding my own funds, and not just announce its decision.
Since further constructive dialogue is not possible, I ask the representative handling the complaint to independently assess whether the casino has provided sufficient legal justification for refusing to return my deposit.
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2 weeks ago
11.4.
If the Company has a suspicion that you may be engaging in or have engaged in fraudulent, unlawful or improper activity, including, without limitation, money laundering activities, or conduct otherwise in violation of the Terms, your access to the services may be terminated immediately and/or your account blocked. If your account is terminated or blocked in such circumstances, the Company is under no obligation to refund to you any funds that may be in Your Account. The Company shall be entitled to inform relevant authorities, other online service providers and banks, credit card companies, electronic payment providers or other financial institutions of your identity and of any suspected unlawful, fraudulent or improper activity and you will cooperate fully with the Company to investigate any such activity.
Refund policy:
...the Company reserves the right to block your account, cancel any payments made, and recover any winning. The Company reserves the right to deny any refund request if it reasonably determines that the Customer has breached any provision of the General Terms and Conditions.
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2 weeks ago
TranslationThank you for providing the links to the Terms of Use.
However, please note that Section 11.4 applies to cases where the Company suspects a client of fraudulent, illegal, or otherwise improper activity. The Casino has not provided evidence that my actions were fraudulent or aimed at gaining an unfair advantage.
Throughout the complaint review, the casino cited various grounds: VPN use, being located in a prohibited jurisdiction, and now also the fraudulent activity clause. In my opinion, these are different grounds, and their application requires separate justification.
I request an assessment not only of the potential violation of the terms of use, but also of the proportionality of the measures taken. The casino accepted my deposit, allowed me to play, and then withheld all funds, citing provisions that, in my opinion, were not properly applied and justified in this case.
I request a Casino Guru representative to provide an independent assessment of whether the deposit hold is justified in these circumstances and whether it complies with the rules for fair dispute resolution.
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2 weeks ago
Dear KpyTou,
Thank you for your cooperation and for sharing your perspective.
After reviewing the case details, we have to conclude that we are unable to support your complaint.
While we generally do not consider the use of a VPN to be a violation by itself in cases where a player is located in an allowed jurisdiction and does not use it to gain an unfair advantage, this situation is different.
According to the information provided by the casino, your account activity was connected with IP addresses from locations different from your declared country of residence. Moreover, we have tested the registration process from a Russian IP address, and the casino's registration form does not allow users from Russia to complete the registration, displaying an error that players from this jurisdiction are not accepted.
This indicates that the geographical restriction could only have been bypassed by masking your actual location, which is explicitly prohibited by the casino's Terms and Conditions. By using a VPN to access the service from a restricted jurisdiction, the registration and subsequent gameplay were performed in violation of the casino rules.
Regarding your request for the return of your deposited funds, we understand your argument that the deposit was accepted by the casino. However, once a player has breached the Terms and Conditions, the decision on whether any refund will be provided remains at the casino's discretion, unless there are circumstances indicating that the casino acted unfairly or contrary to applicable rules. In this case, we do not see sufficient grounds to require the casino to refund the deposit.
Therefore, based on the available information, we consider the casino's decision to close the account and void the related balance to be justified.
We regret that we cannot provide a more favorable resolution, but we hope you understand our position.
Best regards,
Veronika
