The player from Austria had his 4,000 EUR winnings confiscated due to an alleged breach of the 5 EUR max bet rule, which he denied, providing photo evidence of his 1.00 EUR bets. Despite completing the bonus wagering and having a 'withdrawable' balance, his account was blocked under the pretense of 'responsible gambling' after he requested proof of the breach. The player was asked to provide game history records to support his claim, but after failing to respond to multiple requests and reminders, the complaint investigation was closed due to a lack of cooperation. The player retained the option to reopen the complaint if he chose to resume communication.
Vegas Now Casino - Player's winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €4,000
Vegas Now Casino
Safety Index 4.7 LowCase summary
Discussion
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2 months ago
The casino confiscated my 4,000 EUR winnings claiming I breached the 5 EUR max bet rule during a bonus. I strongly deny this. I have photo evidence showing my bets were 1.00 EUR. My bonus wagering was already completed (0 EUR locked), and the balance was marked as 'withdrawable' by their system. When I requested the withdrawal and asked for proof of the alleged breach, they blocked my account citing 'responsible gambling' concerns. I believe they are using this as an excuse to avoid paying a large win. I request the full game logs to be reviewed.
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2 months 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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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegas Now Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- Have you informed the casino of any gambling issues at any point?
- Have you asked the casino for your game history records? With what result?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding any accusations made against you and other relevant interactions with support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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1 month ago
Thanks for the information provided.
Our position is closely explained in 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 like you have been accused mistakenly, feel free to forward me your game history for review.
Kindly contact support and request the game history from the time the bonus was in play in Excel format. If the casino refuses to provide you with this information, please save their response and forward it to me for review.
My email address is tomas@casino.guru
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1 month ago
Translation
Yes, I was scammed because I didn't receive any receipts or anything like that, and my account was even deleted. I didn't break any rules, and as you can see in the pictures, my winnings had already been approved. Despite that, the entire amount was withdrawn the next day – it's a scam!
Automatic translation:
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1 month ago
Thanks for your reply.
We can only confront the casino after reviewing your game history from the day of the incident. If you believe you were accused unfairly, make sure to contact support and request your game history records. If the casino refuses to provide them, save your communication and forward it to my email instead.
My email is tomas@casino.guru
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1 month ago
Dear Lakjd,
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 month 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,
Tomas
Casino.Guru
