The player from Switzerland had his account blocked due to an accusation of multiple accounts. We ended up rejecting the complaint because the casino provided strong evidence suggesting that the player opened two accounts and used welcome bonuses in both cases.
Extra Vegas Casino - Player’s account was blocked.
Amount: €4,270
Extra Vegas Casino
Safety Index:Above averageSafety Index
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6.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Extravegas recently blocked my account. There are still 4270 euros credit not paid out. I can no longer log in. Chat is no longer available. I get no reply to emails.
At the beginning everything worked fine. My account has been verified for a long time and withdrawals have been processed as explained in the extravegas regulations.
Since I had more gains than losses, a long delaying tactic began. The payment was rejected again and again and I had to submit another receipt. Every time I had to wait 5-12 working days. Since June, so more than 4 months, I've been trying to get the win.
Then the withdrawal limit was reduced from 4000 euros to 500 euros per week. I can live with that if the payouts are made. I then received 2 payouts of 500 euros each.
Now all of a sudden the account is deactivated and 4270 euros have not yet been paid out. In addition, I cannot reach extravegas and receive no information and no payment.
Can you unlock the account again? Or pay off the amount I've been waiting for months?
Thank you for your feedback and Casinoguru for assisting in this matter.
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2 years ago
Dear Luethj,
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 how long ago you registered your account? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, forward it to 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
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2 years ago
Translation
Hello Petronela
I've been registered since January 2022. I only played slots and always with a bonus. My gaming sessions have already been thoroughly tested twice, as extravegas itself has stated. And there was nothing to complain about. I have never violated the bonus terms either. Never played above bet 5.- and collected no bonus round progress. There is no max cashout on bonus at extravegas. I have already been paid out 2 or 3x 500 euros each from the amount on the account and I thought, now it's finally working. After months of additional verifications and rejection of payment requests. Although the money is coming slowly, it is finally paid out successfully. I've been waiting since the end of June. And now, 3 days ago, my account was simply deleted and without notification. Is this information enough for you? Greetings Dani
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2 years ago
Nun hat mir jemand geantwortet, ohne einen konkreten Grund zu nennen. Hier die Mail und meine Antwort:
Hello,
extravegas: Thank you for contacting us.
We have reviewed your account and wish to inform you it was closed due to several inconsistencies found on it. Kindly note this decision is irrevocable. We wish you the best of luck in the future.
my reply:
Hello
Thanks for a reply.
Can you explain this more concretely please?
Why should there be all of a sudden inconsistences? I play your slots using the betting range 0,05 - 5.00 euro. This is not against any terms of condition and was accepted from extravegas since I opened the account. Why should you now find a reason to delete my account and keep my winnings of 4270euro?
Thanks for a concrete reply and for reopening the accout.
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2 years ago
Translation
Good day
now I got an email from ectravegas. I am accused of multi-accounting. But this is wrong and I was very surprised. I certainly don't make the mistake of making a second account at the same casino.
I made an account at the sister casino www.locojoker.com a few months ago. A casino from the same Celicorp ltd group. But this was closed by the management. So 2 reasons why extravegas can't just close my account. 1. No second account on extravegas, 2. the account at the sister casino has been closed for a long time.
Please check that.
Many Thanks
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2 years ago
Translation
Additional info: i was in france in may/june 2022 and played on extravegas from there. Sometimes with a connection via iphone via roaming to switzerland, sometimes with the local french wifi. So I could only play Betsoft. Is it possible that the extravegas system interprets this as 2 users? I wrote this back to extravegas:
Hi again
I don't know if this info is relevant for you to
Check in this case. In May/June 2022, i stayed for 6 weeks in France. Aix en Orovence and Antibes. There, i played on extravegas site. Sometimes with connection to my iphone via switzerland, sometimes via WLAN with french IP. Using this, I could only play Betsoft games.
Us it possible that you system thinks that there must be two users?
Thanks for checking carefully
Daniel
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2 years ago
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I have sent Extravegas the confirmations of my two stays in France. I hope that clears things up now.
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2 years ago
Thank you very much, Luethj, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.
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2 years ago
Hi Luethj,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Extra Vegas Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
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Hi Peter
Thank you for your effort. I hope you get an answer. I'm still waiting for a statement from Extravegas. If I have news, I will inform you.
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2 years ago
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Hi Peter
Haven't you heard of Extravegas either? I've asked again, but to no avail. As is often the case, no one answers.
My view as a user: First, massive delays in payouts with the pretense of additional verifications and checks of the game sessions. After almost 4 months, only about a quarter of the amount has been credited to my account. Now a false pretense of multi-accounting is simply used to deactivate the account and not have to pay out the remaining amount of 4270 euros. Communication is being ignored right now to allow the time limit of this complaint to pass.
No answer is also an answer... Any interested reader can form their own picture of the company.
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2 years ago
Hi Luethj,
Thank you for the update. I still haven't heard from the casino. Hopefully, it will respond soon.
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2 years ago
We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hello,
We hope this message finds you well!
Kindly note that the account is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Extra Vegas has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Extra Vegas may block regular or tournament play and/or prize distribution.
Kind regards,
Extra Vegas
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2 years ago
Thank you Extra vegas Casino for your reply. Could you please send the evidence supporting your claims to my email address (peter.m@casino.guru)?
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2 years ago
Thank you Extra Vegas Casino team for the evidence.
Dear Luethj,
The evidence sent by the casino suggests that you registered two accounts with two different email addresses and nicknames. One of them was registered in December 2021 and the other in August 2022 and there were logins in September 2022 and October 2022 respectively and it seems in both cases bonuses were activated. Can you explain this?
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2 years ago
Translation
Hi Peter
Thanks for the message. I registered once in December 2021, as I wrote before. I cannot explain why further registrations were found. I have sent you a detailed answer by email and am waiting for your response.
With kind regards
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2 years ago
Hi Luethj,
Thank you for your reply and email. I asked the casino for some additional information and now I'm waiting for a response. I will keep you updated.
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2 years ago
Hi Luethj,
The evidence provided by the casino suggests that you took welcome bonuses on both accounts registered in your name. I'm afraid I can't help you with this complaint. I can only recommend you only open one account per casino in the future. Unfortunately, your complaint will be rejected. I wish I could be of more help.
Best regards,
Peter
