The player from Germany reported that winnings from games were not credited to his account, with an issue occurring again where a win of 124 euros was missing. He provided evidence through a screenshot, showing a negative balance on his account despite the winnings. We asked for clarification and supporting details, but he did not respond to our messages or reminder. As a result, we were unable to investigate further, and the complaint was closed for now due to lack of cooperation from his side.
V.Vegas Casino - Player's winnings are being confiscated.
Closed
Our verdict
Player stopped responding
Amount: €125
V.Vegas Casino
Safety Index 9.8 Very highCase summary
Discussion
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3 weeks ago
Translation
Dear Sir/Madam, I have noticed several times that winnings from games are sometimes not credited to my account. Until now, I haven't reported it because it was always small amounts, around 6-7 euros. This time, however, it's 124 euros. I managed to take a screenshot of the winnings. You can see how I won and that my balance went down to minus 111 euros, which is impossible. The winnings were then deducted from the negative balance on my account.
Automatic translation:
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3 weeks 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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3 weeks 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.
- Can you see the winning bet of €124.60 recorded in your gaming history? If so, please send me a screenshot showing this bet, as well as the result of the previous and subsequent bets.
- Did you stop playing after you noticed the bug in the game?
- What is the current balance in your account?
- Have you contacted customer support to ask about your negative balance? If so, what response did you receive?
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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2 weeks ago
Dear Ele2008,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
