CryptoVegas Casino - Player’s winnings have been voided.

This site gave out a bonus for completing a survey in the form of free spins, I made free spins, and saw that I could win back the wager for bonus money. I won back the entire amount, after which $ 4000 was transferred to the real balance, I put it on the withdrawal, the withdrawals were canceled for me. But after 10 minutes they approved the withdrawal for the entire amount, and debited the money.

In support, they swore to me that the money would be withdrawn. .

The status of the withdrawal is also approved.

58638514 is my casino id. I saw how representatives of this casino paid compensation to a person for this situation, but they simply ignored me. I want this not to be left without attention, and the irresponsibility of the employees of this casino. And I ask for compensation, because morally it struck me very much.

Dear qqtheplayer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise if you have deposited any funds into your account when activating the bonus or if all the winnings have been accumulated from Free Spins solely?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

I didn't deposit funds into my account.

I have a similar situation with a player who also left feedback here.

But also yesterday, when I contacted the casino support in the telegram, having received a refusal again, I tried to log into the casino account, and now it simply does not exist. The support team pretends nothing happened. I have screenshots confirming my registration on the site and passing KYC.

As a result, they misled me, then they said that the trainees were to blame for everything, and now they deleted my account, and they won’t even admit it.

And my winnings were not reduced, they simply deducted all the money from the Real balance, not bonus, under the guise of a confirmed withdrawal request. And yesterday they just deleted my account and pretend they don't know me. Although I have all the screenshots and correspondence in them in telegrams.

Dear qqtheplayer,

Could you please advise the exact URL of the casino website and specify how many Free Spins you have received and for which game they were issued? Thank you in advance.

Website - https://crypto.vegas/ru

I can't tell which slot right now as they deleted my account and won't admit it. It was over 16 days ago. They deleted the account on 05/05/2022. They pretend that I never existed. But I have screenshots of passing KYC on their website, and registration in general. There is also a screenshot where they deducted all the funds from the account under the guise of a confirmed transaction for withdrawal.

Thank you very much, qqtheplayer, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thanks, looking forward to Adam!

Hello qqtheplayer,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite CryptoVegas Casino to join the conversation and participate in the resolution of this complaint.

Dear CryptoVegas Casino,

Can you please clarify what has happened to the player's withdrawal/account?

Kind regards,

Adam

I also want to note that the casino support service, and when the money was withdrawn, claimed that everything would be fine and the money would be withdrawn. And now when they just deleted the account, they pretend they don't know me. They've cheated twice already.

Greetings from CryptoVegas Casino.

Qqtheplayer we are very grateful that you took the time to fill in this complaint. It is very important for us to receive feedback from our players in order to improve the service we provide and satisfy our players at the highest level.

I'm sorry, but there is no such Casino ID in our system, as well as the e-mail you have provided. Please kindly, check the correctness of your data.

Looking forward to your answer,

Kind regards, 

CryptoVegas Casino

Dear CryptoVegas Casino,

The screenshots provided by the player seem to show they have had an account with you. Are you able to explain what has happened to the player's account?

Today I wrote to the telegram support service, and a very strange thing happened, they now say that my account exists, only now they write that my email is different.

qqtheplayer@gmail.com is mine

theplayer@gmail.com - and this is the email they say my account is registered to. But I sent you screenshots confirming that this is a lie.

Dear CryptoVegas Casino,

The player has provided screenshots showing his email and that his account has been confirmed.

Please respond and explain the situation.

Is there any way to speed up the response from the casino?

It's been too long, my nerves are running out

Greetings from CryptoVegas Casino.

Qqtheplayer we are very grateful that you took the time to fill in this complaint. It is very important for us to receive feedback from our players in order to improve the service we provide and satisfy our players at the highest level.

The bonus accepted by you could only be wagered with Real Balance, as stated in the published bonus rules, which you can find below. Due to incorrect settings on the part of the staff, the bonus could be available for wagering for the bonus balance. Kindly, please note that the free spins wagering option was only available due to a programming error and did not comply with the published rules of the promotion.

All cases that we considered as an error have been redeemed. Please note that all abuse including multi-accounts will not be redeemed.

In turn, we acknowledge that the technical support answers misled the player and the guilty employees were punished and they are no longer employees of CryptoVegas Casino, since it is a priority for us not to mislead players by giving them incorrect answers and promptly help players with their problems.

We apologize for the inconvenience we hope that there will be no more such problems with the CryptoVegas casino.

Looking forward to your answer,

Kind regards, 

CryptoVegas Casino

Dear Casino

I do not consider this a mistake, since all your support agents assured me otherwise, and I still do not have access to the account.

Are you suggesting that I just forget that I did KYC with you, forget that the support team misled me?

You also made compensation to the same person like me for this failure of yours, and incorrect answers from support agents. And this complaint was on the same forum.

Besides that, you didn't answer what happened to my account? Why was the money deducted from the balance under the guise of a confirmed withdrawal request?

And what about multi-accounts?

I had the only account on which I passed verification for my documents. So I ask you to atone for injustice

Dear CryptoVegas Casino,

Thank you for your response.

Please clarify, are you stating that the player has had their winnings confiscated and account closed due to opening multiple accounts?

If this is the case, I would like to ask you to please supply evidence to support this for us to review. It can be posted here or sent directly to my e-mail address: adam.m@casino.guru.

Today I tried to write to support in telegram, and my messages do not reach them. I conclude that they just blocked me there.

We are very sorry for this situation, but you should have read the rules of the bonus in order to know how to wager it, it stated that the bonus is wagered only for real money(deposits). We can return the bonus amount to your account with a wager and you will wager it for real money.

The same amount that you were talking about 4000 х20

Kind regards,

Crypto Vegas Casino

Dear casino, I'm still trying to find out what happened to my account? You have nowhere to return the amount of the balance, since I have nowhere to go.

And also, I want to draw attention to the topic created on the same forum - there you paid compensation to a person in exactly the same situation. But you did not delete your account from the system. And also you ignore all my questions, and the questions of the casino guru.

Adam, I'm asking for your help. This has been going on for a very long time, and I can't get an answer to the question of what happened to my account, and if I can also get a refund.

I want to summarize for you, dear casino, and also for you, Adam.

Almost a month ago, the casino launched this survey option for free spins, and nowhere was there a word about wagering for real money (the signup bonus also had a wagering for bonus funds), and that's why I had no questions. Then I successfully laundered the wager, and $4000 was transferred to the main balance, later the entire balance was written off under the guise of a confirmed application. The support service assured me all day that the withdrawal would be issued, as it was approved (provided a screenshot). Then the casino apologized and said that they were all interns and they were fired for providing incorrect information. And I resigned myself to this, but as it turned out after half a month - a person in exactly the same situation as me received compensation in the form of $ 617 (https://kazinoazov.net/cryptovegas-casino-vihod-igroka-zaderzhivaetsja)

And as soon as I raised this issue, the casino decided to simply delete my account (my guess), blocked me in telegram support (since I often wrote to them and asked managers to pay attention to this topic on your forum). And now the casino has not answered my question twice - what happened to my account??

I sincerely hope that the casino will sort out this mistake, give us an answer that will give us an understanding of the whole picture, and also will not demonstrate absolute injustice in the form of compensation. In any case, I am very grateful for your help Adam, and you CryptoVegas Casino for taking the time to answer here.

Dear CryptoVegas Casino,

The player's winnings were accumulated with a bonus that had incorrect settings on the part of the staff (not the fault of the player), the account was confirmed by email, and the winnings were approved for withdrawal. The player has screenshots that back up all of this, as well as the username and email used to create the account which you have stated doesn't exist in your system.

According to all the information presented, it seems that if the player has done anything incorrectly it is through no fault of their own, and they should therefore be entitled to their winnings.

Thank you for contacting us back. Please, kindly, note that this bonus accepted by the player was received after completing a survey. 

The main withdrawal rule was wagering the bonus with real money(deposit). Wagering with bonus funds did not count.

Due to incorrect settings on the part of the staff, the bonus could be available for wagering for the bonus balance. Which did not comply with the rules of the accepted bonus.

All players who have made a deposit and wagered have made successful withdrawals.

Please, kindly, note that the particular player did not make a single deposit and tried to wager on bonus funds, which was not allowed by the bonus rules. 

As you can understand we can't pay $4000 to complete just the survey. There were certain published rules where stated that it is necessary to make a deposit and to wager with the real money(deposit) after which the bonus is available for withdrawal. 

We would like to offer the bonus amount to your account with a wager and the player will wager it for real money as was stated in bonus rules. The same amount that the player were talking about 4000 х20.

Kindly note that, it happens from time to time that technical error or human error occurs. That's why all the casinos mention this in their terms:

12. ERRORS AND OTHER FAULTS

12.1. In the event of an error or malfunction of our systems or processes, all bets are rendered void. We are not responsible for any errors in hardware or software You use or access or for any errors caused by your internet service provider.

Looking forward to your answer, 

Kind regards, 

CryptoVegas Casino

Dear casino, you do your best to avoid answering the question, where is my account? You can't pay $4,000 to take a survey, but I believe you should pay for your mistakes.

In addition to incorrect bonus settings, did you also incorrectly and completely accidentally delete all mentions of my account?

I also mentioned a situation completely similar to mine on this forum, and please answer, what is the difference between that situation and mine?

Naturally, I do not agree to a bonus with wagering for real money, and I think no one will agree after studying this complaint, where the casino has not given any answer for 3 weeks about where my account is???

Also, I could provide Evidence that the employees were not fired, just yesterday I had the honor to communicate with an employee who told me a month ago about a successful withdrawal.

I think there are a lot of questions, and with your permission, Adam, this cannot go on forever, the casino is clearly not interested in solving this issue, they answer in a stereotyped way, ignoring questions that are uncomfortable for them.

I suppose if their next answer will be the same in 7 days, and absolutely not to the point, it makes sense to close the complaint as unresolved and lower the rating of the casino. Thanks Adam, for the effort, maybe you have some other thoughts on this topic?

Also according to the paragraph you quote

Item 12.

In case of an error, it seems that accounts are not deleted. And this means that one of you, your employees, manually deleted my data from the database, and then tried to restore my account, but forgot to enter 2 letters in the email address at the beginning.

I don't know what decision the guru casino will make, but for me, as an ordinary player, this behavior is not a casino with a rating of 7.6.

And one more thing that I forgot to mention, according to your comment, there is no player with such ID and mail in your database, but where do you get information on my deposits?)

After my messages, the casino returned my account to me and added a bonus with wagering for real money.

I do not see any point in this, since for 3 weeks you pretended that I did not exist.

Casino gurus, draw your own conclusions.

https://ibb.co/jvZ41pH

This is how it looks, the casino is also without comment, trying to remove all traces. But respected CryptoVegas casino, this complaint is already at the top of the queries when searching for a related query. And I don't think anyone would want to endure it.

Dear qqtheplayer, please kindly note that on your account has activated a $3856 bonus (according to your GGR) with x20 wagering and the possibility to wager with real money.

We would also like to add that this decision is final and there will be no changes from our side.

If you have any problems logging into your account, please use the forgot password button.

Kind regars, 

CryptoVegas Casino

https://kazinoazov.net/cryptovegas-casino-vihod-igroka-zaderzhivaetsja

For all the people who see this complaint, pay attention to the approach of the casino, in the same situations they make a different decision.

Adam, I suppose if the decision is final, you, like me, cannot agree with it, since the casino never answered the questions posed.

I hope the rating will be lower, for lack of other options for resolving the issue.

I don’t understand anything, in the next topic, a person was given a $50 bonus with wagering for bonus money, but they didn’t give me anything.

Dear CryptoVegas Casino,

It certainly seems that there have been other situations in which players also played with a free bonus and wagered bonus funds due to the technical error/error of staff. It seems unfair to compensate some and not others if the circumstances are exactly the same, could you clarify what makes this case different? perhaps a compromise can be reached? 

Kind regards,

Adam

Kindly, note that, we have already provide a $3856 bonus (according to GGR) with x20 wagering and the possibility to wager with real money.

In case if a player doesn't want to wager with real money we can offer the same bonus as we offered to another player $50 x 20 wager with bonus money( maximum withdraw 150$)

Looking forward to you answer,

CryptoVegas Casino

Okay, let there be a $50 bonus, although I don't think it's fair.

Kindly, check your account, we have provided you a bonus

Kind regards,

CryptoVegas Casino

Dear qqtheplayer,

Can you please confirm you can access your account and receipt of the bonus?

Kind regards,

Adam

Yes, everything is received

Dear qqtheplayer,

Although there are still some unanswered questions regarding this case, as you have accepted the bonus of $50 and regained access to your account, we will now close this complaint as 'resolved'.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam