Vegastars Casino - Player's funds have been confiscated after account closure.

I had approximately $3,500 in my Vegastars account and attempted to withdraw $3,300. My withdrawal kept being cancelled without a clear explanation.

I then had difficulty logging into my account because I had forgotten my password and tried several passwords. Vegastars then closed/suspended my account under Clause 10.1.

Vegastars first emailed me saying that my remaining balance would be reviewed and processed by their responsible team. A few minutes later, they told me that my funds had been confiscated due to an alleged breach of their Terms and Conditions.

I dispute that I committed fraud, cheating, collusion, chargebacks, duplicate-account abuse, or any other prohibited activity. I was only trying to access my own account after forgetting my password.

I am now locked out of my account, so I cannot access my withdrawal history or balance, but Vegastars has those records.

I am asking for my $3,300 winnings to be reinstated and paid to me, or for Vegastars to provide evidence of the specific breach they are relying on.

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Dear Jarg02,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Did you accumulate your winnings by playing casino games, sports betting, or both?
• Did Vegastars provide any details about the alleged breach of their Terms and Conditions?
• What steps did you take to resolve the password issue before your account was suspended?
• Had you completed KYC verification before you lost access to the account?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hi Karla,

Thank you for getting back to me.

My winnings were accumulated by playing casino games only, not sports betting.

Vegastars advised that I had breached their Terms and Conditions. However, the explanation has been inconsistent, as they referred to Clause 10.1 in one communication and a different clause in another. My concern is that Vegastars allowed me to deposit funds, play on the account and had previously paid winnings to me. It was only after I accumulated approximately $3,300 in winnings and requested a withdrawal that my account was suspended and the winnings were confiscated/terminated.

Regarding the password issue, I was having trouble accessing my original account, which is why I created another account. I did not create the second account to abuse bonuses or gain an unfair advantage. Vegastars allowed the account to remain active, accepted my deposits and allowed me to continue playing before taking action after the larger win.

Yes, I had completed all required KYC/identity verification before I lost access to the account. My account had been fully verified.

I am happy to provide screenshots and copies of the emails and messages from Vegastars showing the different clauses they referred to and their explanation for confiscating my winnings.

Thank you for reviewing my complaint.

Kind regards,

Jarg02

Dear Karla & Jarg02,

Our decision regarding the voided $3,300 AUD withdrawal was strictly based on our Terms & Conditions and Responsible Gaming rules:

On August 23, 2026, the player’s primary account (Jardenasturt) was placed on a Time-out through November 23, 2026. On September 9, 2026, while under this active break, the player registered account JarrrrrC18.

Creating a new profile during an active break violates Section 9.1 (one account per player), Section 9.10 (bypassing RG controls), and Section 10.1 (banning multiple accounts). As per Section 9.2 and Section 10.1, all payouts and winnings accrued on duplicate accounts are cancelled.

Since the winnings were derived from an account opened in breach of our terms and RG restrictions, the funds cannot be paid out.

Vegastars Team

Dear Jarg02,

Thank you for your patience and cooperation.

After reviewing the information provided by both you and Vegastars Casino, we have decided to reject your complaint.

You confirmed that you created a second account because you were unable to access your original account. According to the casino, your original account was subject to an active time-out when you registered the second account.

Unfortunately, we are unable to assist with complaints involving multiple accounts created by the same player. Creating more than one account at the same casino violates one of the fundamental rules of online gambling, regardless of whether the second account was created with the intention of gaining an unfair advantage.

You can learn more about players' responsibilities in our Fair Gambling Codex:

https://casino.guru/fair-gambling-codex-for-players#tips-for-fair-and-safe-casinos

However, if the casino has confiscated your deposits as well as your winnings, please let us know, as this may require separate consideration.

In accordance with our policies, we are rejecting your complaint.

I'm sorry we couldn't be of more assistance on this occasion, and I appreciate your understanding.

Best regards,

Karla M.