Vegastars Casino - Player's account has been closed after withdrawal request.

I am submitting a complaint regarding a cancelled withdrawal and sudden account closure after completing identity verification.

I had a withdrawal of approximately AUD $4,000 pending with Vegastars. The casino requested KYC verification, including a selfie/photo holding my identification. I fully complied and submitted all requested documents in good faith.

Several hours later, my account was closed and my withdrawal was cancelled. Support only referred to Clause 10.4 of their Terms and Conditions, stating they may close accounts at their discretion, but they have refused to explain:

what specific rule I allegedly breached,

whether there was any issue with my verification,

or whether my balance has been confiscated.

I have not been accused of fraud, duplicate accounts, chargebacks, or any specific violation. I simply completed the requested verification and then lost access to my account and withdrawal.

I am requesting:

clarification regarding the alleged reason for closure,

confirmation of the status of my remaining balance,

and payment of my legitimate winnings if no actual breach occurred.

I can provide screenshots of the withdrawal, verification requests, emails, and support responses if required.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegastars 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?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

I was a member I signed up that day and I did deposit using a bonus but I completed all wagering and it was real balance that I had withdrawn. I was only playing slots .. they tried to say in the end it was clause 10.4 which just states they can suspend from buisness decision basically.. no real reason has been given… I’ve been trying to email them and they refuse to give any details besides claus 10 .. thanks for getting back to me and opening my ticket look for ward to your reply 

Thanks for the explanation.

Could you please confirm you registered and filled out your player's profile information using the correct and complete personal information?

Have you deposited using a payment method in your name?

Please let me know.

Yes I registered and filled out players profile with my complete informations from name to date of birth to address as well as verified the documents but then later when withdrawing was requested to send a selfie holding my ID which I did to find myself only minutes later banned from logging in. And yes I deposited from my crypto account

Dear JessicaC7,

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, Samuel (samuel.s@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,

Tomas

Dear Tomas,

We have emailed you directly with our official position and the relevant policy terms regarding this account. Kindly review the information at your convenience and let us know if you require any further details.

Best regards,

Vegastars Team

Hello everyone,

Dear JessicaC7,

It’s nice to e-meet you. My name is Samuel, and I will now be taking over the communication and handling your complaint from this point onward.

Dear Vegastars Casino,

thank you for your response and for providing your official position regarding the case privately via email. I appreciate the clarification and the information shared so far.

Dear JessicaC7,

based on the casino’s explanation, the account closure and balance confiscation were reportedly connected to a breach of the casino’s anti-fraud policy and restricted activity detection.

At this stage, I would therefore like to ask whether the casino’s position and the reason behind their actions are now clearer to you, or whether there is anything specific you would still like to clarify or dispute regarding their explanation.

I will wait for your response before proceeding further.