Extra Vegas Casino - Player's account has been blocked.

I played at Extravegas on March second I played a long time got up to $1000. finely cash out because I could, but before you can cash out your account has to be verified and you have to make two deposits, and I did that also my account was verified, but I hit the wrong cash out to be paid at, I hit bitcoins not notice I did that until I went in to check on my payout,7 days later they told me my payout was send back to them, so then I gave them my ecoPayz account and my bank account information, so another seven days goes by and still no winning, then on March 15 they out the money back into my players account, $975.00 they told me my bank had declined my payment and that why there was $25 take-off of my $1000. But that's wrong because I made 2 $25.00 deposits from my visa debit card and a $50. Deposit from my ecoPayz account, so when I went to check on my winning it was put back into my player's account and the reason being I saw on my account they wanted me to verify my visa card. I had told them that I had to get a new visa debit card because my bank account was a hack on March 12th that I got new card, this is just a visa debit card which is my bank card, so that's why they wanted my visa debit card may be thinking I was doing fraud, but im, not I can verify everything that im saying, none of my payment was declined, so now they closed my account at the casino, but when they put my winning back into my account they let me play and I was winning I got up to $1500 and then they just shut me down, now I got an email telling me that they reviewed my account and wish to inform me my account is closed due to several inconsistencies found on my account, kindly note this decision is irrevocable. Trust me im not happy with the way this is happening, I have to say I said some not nice things to them, but that's no reason for them to keep me winning, im tired of getting mess around with this online casino that doesn't want to pay there winning, I play at a few casinos that are great and I won at a lot of good casino. So can you please help me, I just don't word things right. Thanks

Dear Sherryd,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Has the casino specified what inconsistencies caused this decision?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, 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

Hi

Hi Kristina, Thank you so much, for taking my case, you ask me if I ever won before, not at this casino but I play at other casinos and yes I won-lost if time at 4 or 5 casinos, I hardly ever take bones cuz then your just playing for the casino. I'm sure I didn't help the matter with my mouth, I say what comes to me and when someone is not being nice to me I start mouthing off, im sorry I don't think before I speak, yes I save all are conversations so I will send it to you, again Kristina thank you for helping me.

Hi, I sent you all the emails that I think you will need, I just have to let you know im in a stage 4 memory loss, so if I forget to send you something please let me know, also I get so frustrated with these casino especially when I know I did nothing wrong, but open my big mouth. Thanks kristina

Thank you very much Sherryd for your reply. I see that you have been accused of issuing chargebacks.

Please, keep in mind that if you or your bank really disputed transactions, the casino has the full right to block your account and confiscate your winnings, as this is a serious breach of AML Policy, and in such instances, we are not able to help.

Could you please clarify this? Have you or your bank disputed deposits made to this or any other casino?

NEVER NEVER, HAVE I or my bank for that matter did a dispute on this casino, I made 2 $25 deposit to this casino, someone is lying at that casino, I'm so hurt to think they closed my account do to that, I will send you my bank statements to show you where I made the deposit on the March 10 and the 14, and you will also see the bank paying me back for whoever did fraud on my account and thats why I had to get a new visa debit card,please let me know if you got my bank statement

Wow I can't believe this, the casino said I put a stop payment on my deposits of $25, when in fact the casino had just deposit the $25 back into my bank account

Thank you very much Sherryd for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you Kristina for believing in me,and for all you did for me, take care best luck in schooling.

Hi Sherryd,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Extra Vegas Casino to the conversation to participate in the resolution of this complaint.

Hi Peter, I am so happy you understand my situation, that would be great if we can get a response from the casino to see what and why they closed my account, I believe that there are 3 sides to a story my side there side and the truth, I know im telling the truth, why would I lie and come on public site, no no that's just wrong,

I would like to know is this gonna get me anywhere or should I be doing something else about this because I just can't stand the fact that they will get away with this, it's just not right

Hi Sherryd,

The casino has a good rating so there is a higher chance that it will respond.

Dear Sakshi,

I played at this casino on March 3th, my account was verified, I made 3 deposit 2 $25 on my visa debit card, the next one I made from Ecopayz for $50, i won the money on the third which was a $1000, I did all the wagering, so I should of been payed on the 10th which is 5 days but I put the wrong information down,which this casino did not inform me on, ok so I sent them all my information for my Ecopayz account, again they say its gonna take 5 days, I did freak out some what,but out of my hands, so from the 14th thats when they put my winning of what was supposed to be a$1000. And they gave me $975. Because they accused me or my bank for putting ahold on my deposit of $25, which I or my band never did, that was there first excuse not to pay me, so they put my winnings back into my casino account so I play with it and got upto $1500 so when I went to cash out, NOW here is there second excuse to not pay me, cuz they needed to verify my new visa debit card which has nothing to do with my winnings, but now the casino is thinking I'm doing fraud on there account, by me telling the casino that my bank account had fraud done to it, so I had to get a new visa debit card, so this is what there excuse was now for not paying me. So they put ahold on my account, I did send them the information on my new card, then they closed my account, SO THIS CASINO IS LYING, I HAVE A ANSWERING MACHINE, they ask me when can they call me I told them 2 time call me now so we can discuss this, they didn't, have you seen these emails that they are talking about??? I BET NO, because they are LYING, I have the all the email which I sent to here on are conversation, NERVE ONCE DID I REFUSE, TO SEND ANY INFORMATION, please ask them to show you them email. They can't because its not true what they are saying, they are playing you,just like they played us the people for are money and taking are winnings. Please believe me when I say I did nothing wrong to deserve this kind of treatment.

So Peter you say this casino has a high rating, well I'm gonna tell you if I don't get payed but this casino, there rating is gonna be low very low that they will have to closes , because I'm so sick a tried of being ripe off from casino like this THAT ALL THEY KNOW HOW TO DO IS LIE, AND TAKE THE PEOPLES MONEY, that i will not stop until I get them out ,i promise I will go to the news reporter I will make the headline top story on this casino, so they mite say to there self is $1500 worth losing are casino over, I'm gonna fight tooth and nail over this because they lied they liars they are liers. Thanks everyone for reading my story, and if you would like to join me here is my email carewcherry55@gmail.com let start this party and get them liars out out, so its your choice Extravegas pay up or get out.

Hi all,

Thank you for your replies.

Dear Sherryd,

Do I understand correctly that the two chargebacks happened due to a hack in your bank?

Dear Extra Vegas Casino team,

Could you please forward the evidence regarding the chargebacks to my email address (peter.m@casino.guru)? Personal data can be blurred out.

No no, I did not have any chargeback from this casino, my payments went through, my bank account had fraud done to it, so I had to get a new bank card, that's it, my bank paid the fraud that was done to my account, this has nothing to do with my winnings, but I had won BEFORE this had happened to me, I just thought I would let the casino know about that I had to get a new visa debit card in case they were gonna put my winnings in that bank account, but they were supposed to put it in my Ecopayz account.

The casino can't send you that chargeback because I didn't do anything like that, all my payments went though, I had 2 payments go though on the 3th from my Ecopays account for $25 and on the 10th and the 14 of match I make 2 $25 payments from my TD bank account, but I had won before I made them deposit from my TD bank account

Dear Sherryd,

On one of the screenshots you forwarded (bank statement), there is information about two transactions "DISPUTE ADJUST MSP". Aren't these the aforementioned chargebacks?

No, that is from my bank, returning the money from the people that did fraud on my account.

Could you please show us the exact amounts that were returned?

Listen i didn't do any chargesback, I can't do any charges back my card is not a visa card, its a visa debit card, to play at any casino I have to have money in my bank account, you know pay up front now charge it to my visa debit card, this card is connected to my bank account. So I really don't understand why you can't get this, I CANT DO A CHARGESBACK, the casino is lying, go after the casino get there information to where they say I did a charesback please. And yes I can show you where the bank pay me back for the fraud that was done to my account.

I just sent you information about my bank account. Peter the casino is saying I made a deposit on the 8th of March and thats what this dispute is about they think I ow them money, if I don't have money in my bank I don't play I have to pay upfront,so there is no way I did any chargesback I can't do that on my bank account.

Hi Sherryd,

Thank you for your emails, I asked the casino some additional questions by email and I'm waiting for a reply. I will update you as soon as I have more information.

Thanks Peter, it sure would be nice to know what they are gonna do, if there is anything that I can help you with just ask.

So I sent my March bank statements to Peter, there is no chargeback on my bank account, that's what this casino is cussing me of doing, the thing is I would like to know is how can a casino blame me for this and think they can get away with this because if that's the case they can do whatever they want and get away with it, WOW that is so bad.

All this casino is good for is giving 25 free spins away and you don't even have to make a deposit

Hi Sherryd,

Sorry for the delay. I hope that the discussions will be over soon.

The main thing is"are you getting any where with them"??

Hi all,

Sorry for the late reply. It is quite hard to find out what exactly happened since the evidence from both sides is quite inconsistent and unclear. I will try to sum up the whole situation based on the statements of both Sheryd and the casino.

Sheryd:

1. Sheryd most probably played with a no deposit bonus but somehow wasn’t aware of it

2. Sheryd made deposits of 50 USD by Ecopayz on the 8th of March (evidence suggests 2x25USD to Guardian Casino and 1 Interac transfer of 51,40USD – which one was it??)

3. Sheryd made a Bitcoin withdrawal request of 1000USD

4. on the 15th of March 975USD returned to her player account and she was informed that the bank had declined the payment and that is why 25USD was deducted

5. Sheryd made also 2x deposits of 25USD with her Visa Card

6. on the 12th of March her Visa card was hacked and she had to request a new one and verify it

7. her casino account was blocked due to " inconsistencies found on her account"

8. Sheryd refuses accusations of chargebacks

Extra Vegas Casino:

1. the casino blocked the player’s account because of chargebacks - evidence suggests disputed amounts of 25 USD (8th of March) and 40USD (5th of March)

2. the casino can’t give more details about the transaction due to security reasons

My questions:

A. what type of bonus did Sheryd play with exactly? What are the conditions like max cashout etc.? Did the winnings originate from the disputed deposits?

B. Could any party provide the complete game history, deposit history of the player as well as player logs?

Our general position on this is as follows:

1. If there were no chargebacks and Sheryd didn’t break any rules, she should get paid in full

2. If chargebacks were made AFTER she won the 1000USD and the 1000USD didn’t originate from the disputed deposits, the casino can deduct the amounts from the winnings and pay the rest. After that, she can be banned from the casino for good

3. If the winnings originated from the disputed deposits, the casino has the right to confiscate the winnings

I would like to ask both sides to take a good look at the statement including the questions and try to answer them so that it makes some sense.

First of all my winnings came from the $50 I deposited on March 3th, then on March 10th and March 14th I made two $25 deposits, and that's all I made, to do the requirements and have my account, verify to withdraw my winning, I always tried to have my account verify before I play at any casino. Secondly I did not do no chargeback or my bank didn't either.and lastly let that casino ban me, you couldn't pay me enough to play at a Crooked casino, all they do is offer you free 25 spins, you don't even have to make a deposit, but I like this game and that's why I made the deposit, they don't have a licence for one. So I just don't know what to say about this, all I know is I never did what they accusing me of doing.

It's been a long wait, I hope everyone is doing good, really can't wait to hear the outcome of what's happening with my case, but I think I know the results!!! Something is just not right with this casino. If anyone else can help me here don't be afraid to jump in lol 🥴

Oh and Peter the only one that can provide the game history would be the casino, and if they don't well then they have something to hide, don't worry about my rights, because I would like you to show Gurn (Peter) everything I have nothing to hide like I said if I did something wrong I will ow up to it, but I didn't do no cashback.

Oh my God this guy is such a liar, I played the 25 free spins they sent me, I like the game I was playing so I deposit $50 and won my winnings from my $50 deposit. Before that this casino had sent me a few free spins, so I went and had my account verified before I cashed out my winnings, So you see they were gonna pay me my winnings, up until I told them that I had to get a new visa debit card because my bank account had some fraud is done to it, which was the honest thing to do. About them trying to get in touch with me they called me once and I was at work, so I email them when I was finished work and told them to please call me I'm available to talk now, nope they never once called me. So you see they were gonna pay me. I was never uncooperative they just didn't like the stuff I was saying to them, cause they are a bunch of crooks, like I said I made that $50 to win my winning, and I only made two more deposits on the 10th and the 14th of 25 dollars, I can't understand where they are coming up with these other payments I didn't make them, they must get my account mix up with someone else, and I like how he said they, well it's not 2 or more people account it 1 person me my account, also that card didn't have anything to do with my winning because I paid from my ecoPayz account the $50 I deposit, now the 2 $25 that I deposit that from that card, oh man I'm so frustrated I just want to say the hell with this casino, I know I don't have good Choices of words so I won't say no more.

You know I have been playing the online casinos since 2018, I make my deposits through Gigadat not once have I ever had any problems with them, I use the same way to do my deposit with them, and I never have to update my visa debit card because it all goes through my bank account, so, therefore, I could never do a cashback or whatever that is that im being accused of because my bank won't do something like that. So this is such a B.S. casino. I can't believe the lies they tell and get away with it.

Just wondering what is going on with my case? Can someone tell me

Hi Sheryd,

I'm really sorry this is taking so long, I'm waiting for the final statement from the casino. The situation got even more complicated, now the casino claims that you aren't eligible for the full winnings (only $100 instead) and insists that you made a deposit and chargeback of $40. It would really help if the casino was a bit more transparent about the whole issue. Is there a chance that you deposited $40 in the casino?

And they are saying that $40 was made of the 17, NO definite not, I was waiting for my winnings, and I knew something was going on with my winnings, I been playing the casinos since 2017, I can feel it when a casino is gonna give you a hard time and they don't want to pay out,So no I'm not gonna put anymore money into a casino that I'm having issues with. Let me tell you the reason I used my Ecopayz account the first time I made my deposit is because that casino wouldn't except my visa debit card until my account was verify, Ecopayz cost to much to use, but I had to pay that way when I made my deposit. I wish I could remember the name of the game that I was playing, it's all because they gave me 25 free spin and I like that game that's why I made the deposit. It wasn't on a no deposit bones.

Any casino would be gladly to help to Clair this up if things were the truth, but no not this casino because they are hiding something, they are hiding that they are a bunch of crooks.

Hi Sheryd,

The data suggests that the 40USD transaction took place on the 3.5.2022 2:58:00. Do you know where it was sent from?

Nope I have no idea where that payment of $40 they are talking about is. It's not made from me

Hi Sheryd,

I finally received a proper explanation of the situation and we discussed it internally with our management. Here's what happened: you played with the free spins and won about $1000. After the wagering requirement was finished the bonus money switched to "cash balance". Since there was a max cashout of $100 for the bonus, you weren't eligible for the full winnings. To be honest, I really dislike this type of system where the max cashout isn't applied automatically when the wagering requirement is met and the bonus money is displayed as a real money balance. This is very confusing for the players and causes a lot of trouble. Unfortunately, an automatic system isn't an industry standard yet and I can't punish the casino for it. However, since the winnings were made before the alleged chargeback happened and you made several real money deposits without a chargeback, we are convinced that you should get paid the max cashout from the bonus of $100.

By the sounds of it your convenience that I made a chargeback also, which I never did, but it is what it is, ... What bothers me is this casino was gonna pay me my winning until I told them about my visa be it card. Well let's work on get the $100 out of them B*****d of a low life casino. Thank you for all help I real do appreciate it. I really hope that rating goes down about this no good casino.

Hi Sheryd,

I'm waiting for the casino's final decision and will keep you updated.

Well keep me updated, this has been going on for way to long, I hope this casino crashes, because they will keep doing what they do best is ripe people off.

Hi Sheryd,

I sent you an email with instructions, it seems the casino is willing to pay you the winnings. Please keep me updated.

Yea not the winnings I won of $1500, they are gonna pay me a big $100. This is so sad, when I won that winnings on my $50 that I deposit. Whatever it is what it is.

Hi Sheryd,

I explained to you why your winnings were limited to $100. I completely understand your disappointment, however, as stated above, I can't penalize the casino for this. 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.

Best regards,

Peter