The player from Australia had his account fully verified and successfully withdrew AUD $20,000. However, after requesting another withdrawal of the same amount, his account was permanently closed without clear explanation from Vegastars, despite his requests for clarification on the specific Terms and Conditions he allegedly breached. He seeks an independent review of the account closure and the refusal to process his withdrawal.
Vegastars Casino - Player's account has been closed.
Opened
Current status
Waiting for player to reply
6d 21h 55m 58s
Vegastars Casino
Safety Index 8.4 HighCase summary
Discussion
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yesterday
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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2 hours ago
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2 hours ago
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
