The player from Chile faced unilateral account blockage without justification after her third withdrawal. Despite having submitted the requested documents, she had been waiting for three months and was then asked for additional statements related to a previous deposit, which she found unnecessary. The Complaints Team gathered information but concluded that they could not fairly evaluate the issue due to a lack of insight into the casino's investigation results. Consequently, the complaint was closed without resolution.
Vegasino Casino - Player's account has been closed.
Closed
Our verdict
Other
Amount: $500,000 CLP
Vegasino Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Dear Paty73100,
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.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you provide any other documents to verify your account?
- 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,
Kristina
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.
Public
Public
9 months ago
Translation
The games I bet on were sports betting, specifically horse racing. I provided my ID, a water bill payment, a photo of my face, a photo of my face with Vegasino in the background, and the March-April statement, and I accumulated my winnings without a bonus.
Automatic translation:
Public
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9 months ago
Thank you for your reply, Paty73100. I apologize, but if you have only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
