The player from the United Kingdom closed his account with Vegas Hero for safer gambling but had a pending withdrawal of £127, which was canceled upon closure despite his requests for it to be processed. He has sent multiple emails over three weeks without resolution and is now disputing the cancellation and seeking a refund.
Vegas Hero Casino - Player's withdrawal has been confiscated after account closure.
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Current status
Waiting for Casino Guru to reply
1d 1h 17m 48s
Vegas Hero Casino
Safety Index:Below averageCase summary
Discussion
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1 week ago
Hi,
I have closed my account with Vegas hero due to safer gambling. I sent multiple emails in to request this as the requests were just getting ignored. Before my account was closed, I had a pending withdrawal of £127. Upon closure, I got an emails saying my withdrawal was cancelled and now void as my account was closed.
I specifically asked for my withdrawal to be actioned before my closure, to which it wasn’t.
I am disputing this and requesting a refund as my request was not granted and they completely ignore the question. I have now been waiting 3 weeks since my my email about this and have sent 5/6 emails within this period and I get the same answer, "it’s with the relevant department and being looked into". I’ve been told it’s been escalated multiple times, but still no movement.
Please can you chase this as I just want this situation resolved. It’s not a lot of money so I’m not sure why it’s becoming such an issue. I just want my funds I won. Thanks.
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6 days ago
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6 days ago
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.
- Do I understand correctly that you no longer have access to your account?
- Has the casino provided any method for accessing your account funds after the self-exclusion?
- Additionally, can you clarify whether the funds in question were deposited into your account prior to or after your self-exclusion request?
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
