The player from Germany reports that her account with VegaZone Casino is closed, and her €400 winnings have been confiscated after she successfully submitted identity verification documents. VegaZone claims she violated terms of service by allowing third-party access, which she denies, and she seeks an explanation and evidence for the claims while requesting her funds to be returned.
VegaZone Casino - Player’s account is closed and winnings confiscated.
Opened
Current status
Waiting for Casino Guru to reply
3d 2h 27m 13s
VegaZone Casino
Safety Index 8.6 HighCase summary
Discussion
Public
Public
1 week ago
Translation
Complaint against VegaZone Casino regarding account closure and confiscation of €400
Facts
I deposited a total of €130 at VegaZone:
30 €
50 €
50 €
I then played with my own account and won €400.
VegaZone required identity verification (KYC) before processing the withdrawal. I submitted the requested documents for verification.
After the identity verification, my account was permanently blocked. VegaZone informed me via email that I had failed the verification process and had violated their terms of service.
Rule 8.3 was cited as the main reason. VegaZone essentially claims that my account has been made accessible to third parties.
I expressly deny this claim.
I used my account myself and did not grant any third party access to it. I did not share my login details and did not authorize anyone else to make deposits, play, or withdraw funds through my account.
Confiscation of my money
VegaZone subsequently informed me that my payout of €400 had been cancelled and the entire winnings of €400 had been confiscated.
The email cites rules 8.3, 14.7, and 14.8. However, it does not specifically explain which of my actions is supposed to constitute the alleged violation.
In particular, no concrete evidence is provided to show that a third party has used my account.
I have therefore contacted VegaZone several times and asked for a concrete explanation as well as information on the alleged evidence.
Unfortunately, I'm no longer receiving any response from support.
What I expect from VegaZone
I request that this case be reviewed and that VegaZone be asked to disclose the basis of their decision.
In particular, I would like to know:
What specific behavior is alleged to have violated Rule 8.3?
Which specific person is alleged to have used my account?
What evidence does VegaZone have to support this?
Is there supposedly another account linked to my account?
If so: On what specific data was this connection established?
Was the decision made based on IP addresses, devices, payment data, or other technical information?
Why was the entire amount of €400 confiscated?
Why am I not being given any further concrete explanation despite my repeated attempts to contact them?
I deny the alleged violation of rules by VegaZone and consider the complete confiscation of my €400 to be insufficiently justified as long as no concrete facts or comprehensible proof of the alleged use of my account by third parties is presented to me.
I completed the KYC check required by VegaZone and was prepared to provide all the necessary information.
I therefore request Casino Guru's assistance in clarifying this case and, in particular, to request that VegaZone provide a comprehensible explanation for the account closure and the confiscation of my funds.
My goal is a fair and transparent clarification of the facts and the payment of the €400, provided that VegaZone cannot prove a concrete and verifiable violation of the rules.
Automatic translation:
Public
Public
4 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
4 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with VegaZone Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Could you please describe in more detail the verification process? Which actions were required to complete it?
- Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
