Vegastars Casino - Player's account has been closed and funds are withheld.

Dear Casino Guru Complaints Team,

I would like to file a formal complaint against regarding the closure of my account and the withholding of my account balance.

Here is a summary of the issue:

1. My account was closed by the casino.

2. The casino initially stated that the closure was based on Clause 10.4 of their Terms and Conditions, which allows them to close an account at their discretion.

3. Under Clause 10.4, the remaining account balance should be refunded to the player, subject to any applicable withdrawal fees.

4. However, when I asked about my remaining balance (approximately $20,000 USD), they did not provide any answer regarding the refund.

Additionally, in another response, they referred to Clause 10.2.3, which concerns chargebacks/payment disputes.

This is problematic because:

- I have never initiated any chargeback or payment dispute.

- The casino has provided inconsistent reasons for the account closure.

- They have failed to clarify the status of my remaining balance.

My main concerns are:

1. What is the actual reason for the account closure?

2. Under which exact clause are they withholding my funds?

3. Why has my balance not been refunded if Clause 10.4 applies?

I have tried to resolve this directly with the casino, but they have stopped responding.

I am requesting Casino Guru to review this case and assist in obtaining clarification and the return of my remaining balance.

I can provide all email correspondence and supporting evidence upon request.

Thank you for your assistance.

Best regards

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Dear teradd,

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 pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active 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,

Attila