Vegastars Casino - Player's account has been closed.

My account was fully verified, and approximately five days before this issue I successfully withdrew around AUD $20,000 without any problems. I continued playing, won again, and requested another withdrawal of approximately AUD $20,000.

Instead of processing my withdrawal, I was repeatedly told that cryptocurrency withdrawals were delayed due to maintenance. Shortly afterwards, my account was permanently closed.

I have repeatedly asked Vegastars to explain why my account was closed and which specific Terms and Conditions I allegedly breached. They have refused to provide any reason, instead referring me to general clauses stating they can close accounts at their discretion and are not required to explain their decision.

I believe this is unfair because my account had already passed verification, my previous large withdrawal was honoured, and no evidence or specific breach has ever been provided. I am requesting an independent review, an explanation for the account closure, and a review of the decision to withhold my withdrawal.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which games you played to accumulate the AUD 20,000 in winnings that you wanted to withdraw before your account was closed?
• Did you accumulate these winnings with or without a bonus?
• Could you please confirm whether you had passed the full KYC verification before your account was blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Yes I did have a bonus which was successfully wagered and I only played slots as always just like I did the week prior when I also had bonus and won and withdrew the 20k ..

My account was fully verified including all player information and address / ID all the way through to even having my selfie with my id in hand fully verified as it had to be prior to the first 20k withdrawal…

but this time was treated different ..

Instead of processing my withdrawal, I was repeatedly told that cryptocurrency withdrawals were delayed due to maintenance. Shortly afterwards, my account was permanently closed . The winnings were accumulated with a bonus .. but all wagering was completed and all balance was in real balance before trying to withdraw all they have told me is it was a business decision clause 10.4 and have refused to give any more explanation than that. I just wanted a bit hard to believe when they withdrawn 20 K so therefore I was fully verified to them not wanting to do the other 20 that I won later that week I had only probably four or five deposits. And I feel because I’ve won and got lucky for once so high they just didn’t want to pay as they still refuse to answer me or give any explanation as to why they just say."business decision" that’s all they will give me.

Dear Jess777

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, Michal (michal.k@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,

Veronika

Hello Jess777,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Vegastars Casino to join the conversation.

Dear Vegastars Casino,

I fully acknowledge that a casino may generally reserve the right to close a player's account at its discretion, subject to its Terms and Conditions. However, the closure of an account does not in itself clarify the basis for withholding any remaining winnings.

Could you therefore please clarify why the player's winnings have not been paid?

If the decision is based on a potential rule violation, please provide me with the relevant information and supporting evidence that led to the action taken. I would like to independently review whether the action taken against the player's winnings was justified and proportionate.

If there is no contractual basis for withholding the funds, we kindly ask that the player be allowed to withdraw the winnings.

If any relevant details or evidence cannot be disclosed publicly, please feel free to provide them to me privately at michal.k@casino.guru.

Thank you in advance for your attention to this matter.

Hello Michal,

We have sent an email containing all relevant details and supporting evidence directly to your email address for review.

We await your update once you have reviewed the information.

Vegastars Team

Dear Vegastars Casino Team,

Thank you for your email. I have responded with some additional questions and look forward to your clarification.

Dear Jess777,

Kindly provide all documents you have submitted to the casino in connection with the verification process, in their original, unedited form, to michal.k@casino.guru for an independent review.

Thank you for your cooperation.

Dear Jess777,

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.

I emailed them to sorry for the delay in response . Thank you

Dear Jess777,

Thank you for your email.

Could you please provide a short video of your driver's license, slowly tilting it at various angles so that the security features and watermarks can be clearly seen? These features are not sufficiently visible in the pictures you previously provided.

In the same video, please also hold your driver's license next to your face so that both your face and the document are clearly visible. Please ensure that the video is of sufficient quality and resolution for both your face and the document to be clearly identifiable.

If the video might be too large to send as a regular email attachment, you may use any suitable free file-sharing method to provide it to us. (Google drive, Onedrive, etc.)

This will help us properly verify the document and proceed with our review.

Thank you in advance for your cooperation.

Dear Jess777,

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.