Vegastars Casino - Player's bonus buys are missing funds.

On Friday 21st November, I purchased 20x $100 bonus buys on various Big Bass games with the intention of saving them to open later, totalling $2,020 in buys. The bonus buys were purchased with deposited fund and no bonus funds of active bonuses with wagering requirements were used to purchase them.

On Saturday 22nd November, I went to open the bonuses and realised none of them were available. Ie each game I opened was showing a regular spin with no record of the bonus being triggered or played.

My bet history in the casino shows the bet for each of the bonus buys, with a loss equal to the bonus buy. If I look at the game history on any of the relevant games, there is no record of the free spins/bonus having been played.

The $2,020 used to purchase the bonuses is gone from my balance with no winnings, result or refund credited.

Casino support did not provide a resolution and referred to a technical team who asked me for the bet IDs for the bonus buys. These do not exist because the spins were never played and there is no record of them in my account. The casino hasn’t replied to my response that I cannot provide bet/round IDs

I will attach to this complaint screenshots of the purchased bonuses, as well as an example of game history that doesn’t show the record of the bonus buy. This can be provided for all the games if needed.

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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.

• Was this the first time you attempted to keep bonus rounds for later in this particular casino?
• Was the game provider for the bonus rounds the same - Pragmatic Play?
• Could you please share with me your communication with the casino's support and technical department so far?
• Have you requested records of your game history from November 21st onward? If you haven't, make sure to do so as the next step in Excel format.
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Was there any gaming activity other than you buying the features on multiple slots since November 21st?

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

Thanks for your response. To answer your questions:

1. I had previously saved bonus rounds for approx. 1 hour. This was the first time I had attempted to save bonus rounds until the following day
2. yes, all games were pragmatic play
3. I have emailed you with the relevant transcript and email
4. following the feature buys, I played several more pragmatic games. I spun in and saved features on 3 additional games which I also saved and have been lost. Additionally, I claimed a $3 reward. This reward is added to real money balance and is not subject to any wagering requirement.

Additionally, I have requested game history to be provided in excel format via both live chat and email which the casino has so far ignored.

Dear BLLZ

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, Matej (matej@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

Hello BLLZ,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Benrobbo,

We are sorry that this situation with the bonus buys has been so frustrating. Our team looked into your complaint, but without precise round details we were not able to locate a specific game round in our logs or confirm a technical fault.

We outlined how the bonus-buy feature works and shared some basic troubleshooting steps, and at this stage we do not have any further findings to add. If you do manage to gather more exact details about a specific round, please feel free to email our team at support@vegastars.com and we will take another look for you.

Vegastars Team

As I’ve explained many times now, it’s my view that the lack of exact round details highlights the exact issue. It’s incredible to me that the position of this casino is that when a player provides clear evidence of some sort of technical fault that has happened, it’s somehow not enough and the onus is on the player to produce additional evidence that either doesn’t exist or is not available to them via the interface, no matter how many times they explain it.

Also interesting is that the casino seemingly has no interest in remediating a player until they work out EXACTLY what technical issue has happened. Frankly, it’s not my issue to determine the exact specifics. I’ve provided the evidence available to me (which again is compelling, being screenshots of the money being taken from my account and the rounds not being played).

Matej - on a separate note, would you mind please letting us know if you think there’s any chance that the relevant round IDs could be retrieved from the game provider directly if they are given the details of game, username, time, bet amount etc?

Hi Ben,

The case is still under review, and we will contact the provider. We shall keep you posted with the outcome of our findings.

Dear Vegastars Team,

Could you please send me the player’s game log (matej@casino.guru)? If BLLZ purchased bonus rounds but never played them, this should be reflected in the game log

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Please note our representative emailed Matej directly re this case, as requested above. The email was sent on the 24th of December.

Dear Vegastars Team,

Sorry I missed your email along with the others wishing me a Merry Christmas and Happy New Year. I didn’t expect you to be working on Christmas!

Thank you for the screenshots, but additional evidence is needed in this case. I explain it in email.

Dear Matej, thank you for your message. We can confirm our representative has replied to your email. Please let us know if you need anything further from our side.

Vegastars Team

Dear Vegastars Team,

Just to clarify — are you saying that, based on your logs, the player bought the game feature 11 times and didn’t win anything from it? Because what I see in the log is that he purchased the bonus feature 11 times for 100 each with no winnings.

Thanks.

Dear Matej,

We have sent you an email with further clarification from our side, including what our logs show for the 11 feature purchases and the outcomes. Please check your inbox and if you need anything further, kindly reply to that email and we will be happy to assist further

Vegastars Team

Hi Matej,

I’m concerned that the casino is now talking about 11 feature purchases (especially since this is what their logs seem to show) when the issue was always with 20 feature purchases from the beginning. I originally sent screenshots of all 20 to your colleague Tomas. I also have a screen recording from the time of the complaint showing all 20 in the game history of my vegastars account. If this is helpful please let me know and I’ll provide it.

Dear Vegastars Team,

I have sent the email again. Please provide the player’s bet history, as the log you sent previously is not sufficient.

The player should have access to their game history in any case, so I do not understand why obtaining this information is proving to be so difficult.

Thank you in advance for your cooperation.

Hi Matej,

An email has been sent directly to your inbox with the requested game logs.

Thanks

Dear Vegastars Team,

The game rounds in question were resolved by the provider 24 hours after purchase, as evidenced in the logs. I have sent a detailed email outlining my findings. It is clear that the player did not play those rounds.

Vegastars - considering we’re now 3 months into this issue, and that Matej has arrived at the same conclusion that I presented initially, can you let me know what the plan is to resolve the issue? It should be straightforward at this stage.

BLLZ and Matej, we are currently actively working on a resolution regarding your account and the findings shared by Matej.

We understand this has been a lengthy process and we will provide you with an update as soon as the next steps are finalized. Thank you for your continued patience.

Vegastars Team

I’ll ask again - what is the resolution that is being actively worked on?

If its helpful, I’ll make my request specific - that my account is credited with AUD$2,020 real money balance to compensate for the purchased bonuses which have been demonstrated to have not been played.

This case is very similar to another players case with a different casino (https://casino.guru/complaints/rocket-spin-casino-player-s-bonus-rounds-have-been) which was resolved satisfactorily. Again I can’t see any reason why this issue can’t be resolved very quickly at this stage.

Hello BLLZ,

I believe the issue in your case is related to the nature of the game and how its mechanics work. When you purchase these bonus rounds, the game performs a single spin in which the free‑spin symbols are inserted. However, you can still win something from that initial spin, and the game provider records this as a completed game round.

The casino has already contacted the game provider, and the situation needs to be reviewed on their side. I have provided the casino with a detailed explanation along with screenshots from your game log. Once the provider confirms the mechanics, they will likely need to determine how to correct the situation, because in their logs it currently appears that you played all those rounds and won A$1.2.

I hope you understand that this process may take some time.

Thankyou Matej, I appreciate the extra information, and all of your help to date.

With that additional explanation, I will wait for a further update from the casino.

Hi Matej and BLLZ,

We would like to formally confirm that we have concluded our internal investigation alongside the game provider. As a result, the funds have been successfully reinstated to the account as of February 26th.

BLLZ, if you wish to place a withdrawal, you simply need to log in to your casino account and submit a request. Please note that once the withdrawal is requested, it may take between 5 to 7 working days for the funds to reach your account.

Thank you for your patience throughout this process.

Vegastars Team

Thankyou very much Matej and Vegastars for all the work to investigate and resolve the issue. I really appreciate the effort from both sides and am happy that a fair outcome was reached.

I have requested the withdrawal and will confirm here once it’s processed.

Hello BLLZ,

Thank you for the confirmation. I will close the complaint once the withdrawal is successful.

Confirming I’ve now received the withdrawal. I appreciate the really quick payout from Vegastars side.

thankyou again Matej and casino guru for all your help. The matter is fully resolved now.

Dear BLLZ,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru