HomeComplaintsDaVegas Casino - Player’s account has been closed without reason.

DaVegas Casino - Player’s account has been closed without reason.

Black points: 563

Amount: 102,900 INR

DaVegas Casino
Submitted: 30 Jan 2025 | Unresolved : 17 Feb 2025
Unresolved Our verdict

No reaction

UNRESOLVED

Case summary

The player from India faced issues with a rejected withdrawal of 26,000 INR, which required multiple KYC document submissions, including his selfie with ID and various bills. After complying with all requests, his account was blocked due to allegations of abusing the casino's services, and he sought assistance to resolve the matter. The Complaints Team attempted to engage the casino for clarification regarding the account block but ultimately received no response. Consequently, the complaint was marked as 'unresolved', and the player was advised to consider contacting the Curaçao Gaming Control Board for further assistance.

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I have withdrawal 26000 INR first time then they rejected my withdrawal and request me KYC I have submitted the documents successfully through their link to hooyu and they are verified but after sometime they email me that due to technical issue they are not verified please upload again.


So I have entered in the slot game to play and I won 65000 + INR there and my balance goes to 102900 something then I resubmitted the documents and on their side it's showing Verified but they told me to wait 24 hrs to verified and that time they remove my withdrawal page.


After that day I received second email from their side to submit my selfie with I'd and 2 weeks pdf bank statement which I already uploaded at the time of KYC but they are telling they require pdf only for last 2 weeks so I sent them to their email where they have requested


Now after that on another day they told me to sent the certificate of address issued by Village Panchayat head or its equivalent authority. But I am from city so I tell them that I am from city so I can't send this so then they requested me credit card bill statement or water/electricity bill or city of residence So I have sent them my credit card bill statement of latest last month but after that they again told me to send electricity/water bill and pdf of 2 weeks bank statement so I have sent them all the documents with my selfie of id because they requested it again.


After sending all the documents which they have requested they blocked my account without any reason by saying that


a result of the assessments made by our risk unit, it has been determined that you have engaged in behavior that is intended to abuse our services and your account has been terminated.


Our customer service unit does not have any authority over your account and the information we can provide is limited to that.



Please take strict action against them.


I hope you will help me .


I am attaching all the screenshots as much as I can attach.

Thank you.



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Dear Lalitdev,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

  • Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
  • Did you accumulate your winnings with or without an active bonus?
  • Do I understand correctly that the casino didn't specify which rule you breached? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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I Played Mixed Live Casino & Slots But I Won Big Amount In Slots Only.


I Have Played With Real Money No Bonus.


Yes, They Have Not Specified The Terms And Conditions By Which They Blocked My Account.


I Have Asked Them In Live Chat Also But They Replied They Don't Have Information Why They Blocked My Account.


Please Take Legal Action Against The Company.


I Have Too Much Expectations From You 🙏

Thank You.

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Thank you very much, Lalitdev, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

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Hello Lalitdev,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite DaVegas Casino to join the conversation.


Dear DaVegas Casino,

Kindly provide us with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

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We would like to ask the casino to reply to this complaint. We are extending the timer by 3 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.

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Dear Lalitdev,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, it might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.



Best regards,

Michal

Casino Guru

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