Vegas Moose Casino - Player's account is locked with pending withdrawals.

I have several pending withdrawals,they haven’t replied to a single email and i deposited £200 and they locked my account moments after. Please help to get my deposit at least.

Dear evalinaliss,  

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

• Did you pass the verification before you lost access to the account? 
•  Has the casino informed you about the reasons to block your account?
• When did you submit withdrawal requests?
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I did pass verification, I was playing at this casino for quite sometime. Although I had problems with them withdrawing my winnings before, half of it came to my account.

I deposited the money and logged out,when I logged in to play I got the message on the screen saying that I need to submit the papers to prove my income. And I can’t get into the account- they log me out.

There was no bonus,only what ai was depositing and playing with.

I have sent them my bank statements,no reply. They actually never replied to any of the emails,they also not picking the phone- it sends me to voicemail.

At this point I would love to recover my last deposit and winnings that were pending for weeks.

many thanks

Any updates?? I still trying to call them but no luck.

Thank you very much for your reply, evalinaliss. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

I have sent you an email

Thank you very much, evalinaliss, for your cooperation. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Ok thanks

Dear evalinaliss,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in.

I will now contact Vegas Moose Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

Many thanks

Any updates? Are they picking the phone at least to you? They posting on their instagram profile daily but not replying either there.

Dear Evalinaliss,

Yes, I’ve been in contact with them, and they’ve requested the following details to proceed: your mobile number, full name, and date of birth associated with the account.

If you’re comfortable sharing this information here, that’s perfectly fine—I’ll mark the message as sensitive so that only you and I can see it. Alternatively, if you’d prefer to keep it more private, please feel free to email me directly at [email protected].

Thank you in advance!

They contacted me and the issue was resolved. Many thanks. The case is closed.

Dear evalinaliss, those are some great news!

Wonderful! I'm so glad to hear that the problem was solved! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru