The player from Germany won €7,500 at VegasNow Casino but found that his account balance of €5,000 had been voided due to an alleged breach of the maximum bet rule. He contended that he had never placed bets over €5 and was unable to review his complete gaming history because of the casino's restrictions, which led to delays in obtaining proof from the casino support regarding their claims. Despite multiple requests, the casino failed to provide a satisfactory response or cooperate with the complaint resolution process. Consequently, the complaint was marked as unresolved by the Complaints Team due to the casino's lack of cooperation, and the casino's rating was negatively affected. The player was advised to consider submitting a complaint to the relevant gaming authority for further action.
Vegas Now Casino - Player's winnings have been confiscated.
No reaction policy
Black points: 340
Amount: €5,000
Vegas Now Casino
Safety Index 4.7 LowCase summary
Dear Casino Guru Team,
I need your urgent help regarding my fully verified account at VegasNow Casino.
The Situation: I deposited €50 and played with a 500% Deposit Match Bonus. During my session, I was extremely lucky and won €7,500 on a Hacksaw game ("Donut Division") with a regular bet of only €0.60. I have a clear screenshot of this win.
I then tried to withdraw €4,000 and kept the remaining €1,000 as a real-money balance in my account to play with later. Shortly after, I received an email from VegasNow stating that my entire balance of €5,000 has been completely voided. They claim I breached the maximum bet rule of €5 during the active bonus.
The Problem: I am absolutely certain that I never placed a single bet over €5, nor did I buy any bonus features. I immediately checked my account to verify their claim, but VegasNow's website explicitly limits the user's game history to "only the last 50 transactions". Because of this technical limitation imposed by the casino, it is impossible for me to review my 48-hour gameplay and defend myself.
I have contacted their support multiple times in the last days, formally requesting my complete, unedited game logs and the exact timestamp/proof of the alleged bet that was over €5. Instead of providing the proof, the casino is stalling and delaying the process.
My Account Status:
Fully KYC verified (Identity, Address, Payment all approved).
Successful deposit and withdrawal history in the past.
The casino is confiscating a massive win based on a claim they refuse to prove, while simultaneously blocking my access to my own betting history.
I kindly ask for your assistance to force VegasNow to provide the complete game logs to you and me, so this alleged violation can be transparently checked. I am confident that these logs will show no violation on my end.
Thank you very much for your help.
Best regards,
Michael
Important notice:
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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.
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Dear TeamLiem,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and found this:
"Unless otherwise specified in the individual Promotion Terms and Conditions, the maximum bet allowed to be placed whilst a bonus is in its active wagering requirement phase is 5 USD/EUR/CHF/USDT/USDC, 8 AUD/CAD/NZD, 50 NOK, 100 ZAR. This includes any bet placed whilst the bonus wagering conditions have not yet been completed, and applies to all free bonuses, deposit bonuses, free spins winnings and loyalty scheme bonuses. The maximum bet allowed whilst wagering towards an active bonus with cryptocurrency will be the equivalent of 5 USD at the exchange rate average on the day of the bets. Maximum bet limit includes bet doubling after a game round has been completed as well as bonus rounds (purchased within the game)"
Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is petra.h@casino.guru.
Additionally, if you have received any response from their customer support regarding your requests for the complete game logs, feel free to forward it to me.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards
Petra
Translation
Dear Petra,
I already sent you the requested answers as well as all relevant screenshots and PDFs (especially the proof of the 50-transaction block) directly via email yesterday. petra.h@casino.guru sent.
Please briefly confirm receipt so that we can continue here in the system.
Best regards,
Michael
Thank you for your reply and for providing the previous details, TeamLiem.
Could you provide any additional communication you had with the casino regarding the max bet? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
TranslationHello Petra,
I have just sent you the complete email history and all relevant chat logs I had with the casino. petra.h@casino.guru sent.
Best regards!
Michael
TranslationHello Petra,
I just sent you a very important update via email. I've found proof that the casino system physically blocks the game "Rainforest Magic Bingo" during an active bonus. Therefore, it's impossible that I played it with bonus money.
Please take a look at my email about this!
Best regards,
Michael
Dear TeamLiem
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Petra
Dear TeamLiem,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.
I will now contact Vegas Now Casino outside this complaint thread and let you know any new information once I receive it.
Thank you for being patient
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
TranslationHello Martina,
The timer has now expired, and VegasNow Casino, as expected, has remained cowardly silent. I'm talking about €5,000 here – that's an unbelievable amount of money!
For me, VegasNow's behavior is nothing less than systematic fraud. First, they present manipulated Excel spreadsheets as supposed proof, and when I prove in black and white that the game in question is physically blocked by their own system during a bonus period, they simply disappear. This clearly shows that they knew from the beginning that they were in the wrong and never intended to pay me my rightful winnings.
I urge you to close this case as "unresolved" without further delay. It is extremely important that this casino is punished for these practices and that its security rating drops significantly so that other players are warned about this fraud.
Thank you for your efforts and support so far, but such behavior requires firm action.
Many thanks and best regards,
Michael
Dear TeamLiem,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by Curaçao and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.
In case of any questions or news from the regulator, do not hesitate to contact me at martina.b@casino.guru
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
