Extra Vegas Casino - The player struggles to withdraw his balance.

Extra Vegas and associated affilites are thieves, i made a deposit got a deposit bonus, and a secondary bonus Called "Road to Rome" which gave a bonus of a chest containing either a small dollar amount Chip, Fifteen dollars being the maximum i saw and I got lucky and within a few hours had a little over 500 dollars. I'm a student at the moment and i was banking on this to eat, because I had bills that I paid them all  needed to deal with I paid them a had just Twenty-five dollars remaining and had my account verified in 2 day and initiated the withdrawal. Six days later and using the chest provided to all depositers as part of their "Road to Rome" Bonus I deposited again when a Fifty Dollar birthday Cheque i got aweek prior had finally cleared and my withdrawal was supposed to be completed the next day. This yime no luck and I played my deposit through, a d once again was elegable for the "Road to Rome" bonus for seven days. The next day my deposit was cancelled without communication and was told my account wasn't verified, but it in fact was and you cannot initiate a withdrawal until it is. So, I verified again. Next week same thing, this time i didn't confirm my bitcoin address was mine, Which is silly nonsense to try and justify not paying. So I jump through that hoop. Next week, same damn thing, this time I didn't provide them with a credit card voucher whatever the fuck that is and then I found a ridiculous credit card voucher which I submitted as a digital sign because I didn't see any difference in it and of course that was good enough and we went through this for Three days and I finally just printed it off and sent it to him his picture on floor and they claim that everything was valid everything's validated and they will now initiate withdrawal I decided to be another week to get it. So I wait a week the week goes by, it's not a week and a day, no communication not any of the times that they canceled and they wouldn't even respond to me at this point. Its now and weekend Two days, they cancel it without warning again and I have to get the folks at Ask Gamblers website to help negotiate for the withdrawal. We spent three weeks trying to get them to pay out and in the end they use an excuse that I was bonus abusing by using the chest that they provided with a single bonus and calling it each one of those chests individual bonuses, which they were not. When Ask Gamblers negotiation team, ask for some documentation to support their claim they refuse to give it because they don't have any. They make up any excuse to not pay out, so I was hoping you might have better luck!

Hello wguy590,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Extra Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

To Be quite honest all this verifications have been done for several weeks. They took a piece of mail they took a picture of me holding the license with a selfie type thing they took a what they call a credit card voucher with the never heard of my entire life, and I asked them about what it is, and where can obtain one, they refused to answer me. Anyway, I had to eventually scan through terms conditions very very closely until I found this small highlighted section that said the voucher. When I found it, I signed the a PDF file digitally, because I mean why not, what's the difference really. But apparently that wasn't good enough so I had to do this three times. The second time around they claimed it was digitally signed as well, but it wasn't, it's actually a scanner app that I used to scan the document afterwards. However, I just did up one where I took a picture of it on the floor alternatively, so they couldn't argue. Sorry that was the second week of withdrawal they did that, the first week just said my account wasn't verified, impossible of course because I had to verify in order to initiate to withdraw. So I did and went through whole process again. Because they wiped it all and I had redo it. And then finally, the third week which was the last one before they absorbed my money back into the casino essentially theft. They claimed I didn't have a Bitcoin address confirmation. It's important to note that each week prior to the withdrawal date 2 days prior I contacted support and ask them is there anything that I need that you didn't think of or that I hadn't completed yet in order to withdraw to go through and they refuse to get back to me on either time and immediately got back to me as soon as it was canceled of course, each week refusing to answer my question about details that might be needed for the withdraw to complete. I made sure to do my due diligence, to make sure I get all the information to them they wanted,but they just refuse to cooperate in any way. So I confirmed at the Bitcoin address and thought you know, what other nonsense they can come up with next week that and then the last time right when it was about to go through it didn't go through on the day it was supposed, I asked questions nobody responded, for 2 days to no response at all in fact they didn't respond until they cancel it. After the seventh day they canceled it and absorbed the money back into the casino instead I was bonus abusing because I used the two promotional bonuses they provided with the deposits that I made that says in the promotional segment in the last message you get a chest for each day of the week for 7 days as part of the promotion it's a single promotion, they argue that i had 16 bonuses, which is actually Four deposit bonuses so I had the two normal deposit bonuses to go with a new account so they're first deposit and second deposit and the promotional but ones that were added to my account without asking me, it's automatically put there. Those seven chests, for two weeks because of two different deposits plus the first and second promotional deposits bonuses that they offer with each first and second deposit you make it a casino if you're a new player so that's 16 so yeah I guess if you look at it like you're an idiot, then yeah you're right, I did get but it's in fact 14 chests connected to a two different bonuses as well as the other two bonuses that were offered to any new player upon a first and second deposit. They refuse to answer my question when I asked if they penalize every player I took advantage of the promotion that was automatically added to everybody's account whenever they made a deposit, if they used it then shouldn't everybody be guilty of bonus abusing, no?are part of the single promotion. It's not seven bonuses it's one bonus but they refuse that and they just want to keep my money so I'm coming to you because ask gamblers had no success. Now they've tarnished their reputation over there, and frankly if they're kind of people that rip everybody off, I think everybody should know about it. It's worth noting that ask gamblers mediation team asks several times for some proof of documentation to support the claim and they refuse to provide it for 3 weeks

Thank you wguy590 for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks sounds good.

Hi wguy590,

This is Tomas and from now on, I will be taking care of your complaint.

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Extra Vegas Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure?

And could you please explain why the player's withdrawal requests have been denied?

Kind regards,

Tomas

Hello,

The account in question claimed a total of 16 free bonuses, while having only 2 deposits on the account. Unfortunately this is in breach of our Terms and Conditions item 2.5.7. Bonuses offered by our casino are intended for genuine recreational players only. Abuse of any bonus offer will not be tolerated. We reserve the right to investigate, cancel, suspend or lock any account if bonus abuse is suspected. If an account is confirmed to fall under the Bonus Abuse category, we reserve the right to void all winnings generated on the account. Specifically, the item related to bonus abuse as follows: - claiming free bonuses that exceed a 3:1 bonus to deposit ratio (free bonuses include but are not limited to Free Spins, Calendar bonuses, Scratch Card bonuses, Tournament prizes, Race prizes, Mailer bonuses, Goodwill bonuses awarded by account managers, etc.).

We offer many different opportunities to claim free bonuses, including the Calendar promo (Road to Rome in this case), however it's important to mention that all of those bonuses require an action in order to be claimed. This means that the player would have to willfully claim each bonus, nothing gets added automatically to the account without the player wanting to claim it. In addition to this, the Calendar promo offers other prizes as well, ranging from free bonuses and spins, up to cash and Amazon vouchers. Hypothetically, the player could open the calendar box, see it is a free bonus and choose to cancel it should they be over the limit, or make an additional deposit.

Please find the t&cs below:

*Promotion period: Monday, August 1st (00:00:00) to Wednesday, August 31st (23:59:59), UTC+2 2022.

*Players must have made minimum 1 deposit of €25 in the promotion time frame.

*A minimum 1 deposit of 25 will grant access to the daily gift for that day and for the following 6 consecutive days.

*Players can redeem the four prizes only once per day - UTC timezone.

*If the prize for the current day is not redeemed, the player will not be able to redeem it retroactively.

*All free spins/free chips should be awarded instantly in the players account.

*Standard Bonus Rules apply.

Please find attached evidences in your email.

Dear wguy590,

The casino has provided evidence confirming that you have breached the terms and conditions of the bonus by repeatedly claiming free bonuses while having made only 2 deposits.

It is very common for casinos to place such restrictions on free bonuses, and while we feel it would be best if these restrictions are enforced by the casino software, this is not currently the industry standard.

The rule may have been broken accidentally, but the casino has acted in accordance with its terms and conditions in this case and so I am afraid there is nothing more that can be achieved.

The complaint will now be rejected.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Kind regards,

Tomas