Extra Vegas Casino - Player’s account has been disabled.

depos $20 Neosurf into my account and received my deposit bonus I was able to play for several minutes. I closed of the slot I was playing, scrolled through and found another slot to play it appeared as if it was going to load the slot but came up with a error. Long story short I reset my wifi, tried to log in on my phone and it come up with a message my account had been disabled. As far as I’m aware this is my only account. I messaged support via live chat and was advised to email security. I emailed them with no response. Definitely not happy as I have now lost $20

Dear Amy,

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. Have you redeemed any other promotional offers in the past? Which exact bonus have you activated this time? Please forward its name or a specific link as I would like to check bonus terms. If there’s any relevant communication, please forward it too. My email address is petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

thank you for your prompt response, I had created an earlier this year and was apprehensive of depositing any funds to the account as I have heard many horror stories about online casinos, so I just played the 25 No deposit free spins they email me every second day. Recently a close friend withdrew funds From extra Vegas and assured me it Was legitimate and showed me her bank statements. So I brought a $20 Neosurf voucher and selected a bonus that was I think 200%-300% with I think 30-50 free spins I didn’t take much notice as I was eager to play. All I remember was my $20 Neosurf with the deposit bonus gave me $100. I played for a few hours switching between games then all of a sudden it would not load any games giving me an error at the time I thought it to be a wifi issue on my end after a modem reboot it still gave me an error no matter which game I selected. I then attempted to log on using my phone and 4g connection but upon filling in the log in details it appeared with an error informing me of my account being disabled. As far as I’m aware this was my only account. I have attached images of the final conversation Outcome On their behalf and a screen shot of my last balance before y account was disabled

I’m sorry Amy, but I still didn’t receive any email.

Thank you very much Amy for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter 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.

Hi Amy,

I looked at your case and understand the situation. I will contact the casino and see what can be done.

We would like to ask the Extra Vegas Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi I don’t believe I have made any of those accounts as this was my first try at it. It might have been my ex partner who possibly made these accounts. But as I said I was unaware of these accounts. So In saying that is there a possibility if they are not active that they can be disabled and my account returned please

thank you

Thank you Extra Vegas Casino Team for the reply. Could you please provide some evidence confirming the multiple account accusation (peter.m@casino.guru)? All sensitive data can be blurred out. Dear Amy, creating multiple accounts from the same IP address, household etc. is not allowed in most online casinos. If several accounts have been created from your IP address, I'm afraid, there is not much I can do to help you.

We would like to ask the Extra Vegas Casino to reply to this complaint. We are extending the timer by 7 days. 

Hi Amy,

I tried to ask for more information from the casino here and by Skype to prove it's claims but there was no more response. . I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. I wish I could help you more.

Best regards,

Peter