Sxvegas Casino - Pelaajan voitot mitätöidään.

I made 2 deposits to this Casino and actually won. I played through my limits and requested a withdrawal. After a week+ waiting for the deposit, I contacted the casino and Management came back with my withdrawal was denied because I used to free chips back to back. 

I know I didn't use any free chips and don't know how those free chips were credited to my account. Perhaps they were credited so that they could deny my withdrawal request. AND they apparently will not take me off there calling list. They are SHARKS and cannot be trusted.

Dear Steve,

Thank you very much for submitting your complaint and forwarding relevant communication. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found https://www.sxvegas.com/bonusterms/:

"Free Chips cannot be used in succession by the Player. If a player redeems a free chip, regardless if the offer was sent to the Player via the Casino or they redeemed it via Customer Support, they cannot redeem a second Free Chip and be eligible for a withdrawal on that Free Chip's winnings. It is the sole responsibility of the Player to ensure they are following the Free Chip rules. Withdrawals will be denied at the approval stage with the Payments team if this rule is broken."

Could you please advise if you have redeemed any free promotional offer from this casino previously? Ideally, forward your cashier and bonus histories 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              

Well to clarify, I inadvertently made 2 deposits with minutes. The first deposit showed it didnt go through. So I used a different card for the 2nd (which I thought was the first) and it went through. After checking my balance I noticed the 2 deposits went through. I contacted live support whom stated they were going to use the promo code that took my total deposit (From the 2 deposits) made and applied the bonus. In reality they gave me One bonus for 2 deposits. So the 2 promo codes would not apply. I request to see which 2 promo codes were applied and would like to compare the bonus match.

Thank you, Steve, for your reply. Could you please forward your cashier/deposit and bonus histories to petronela.k@casino.guru?

I emailed the information requested on 10/1/2021 to petronela.k@casino.guru.

Thank you

Dear Steve,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

These are the detailed deposits I made.

Notice only one bonus exchange was paid 1,000. You don't see 2 bonus amounts.

I am not sure which bonus promo was used but use the deposit amount of $200

Could you please advise if "In reality they gave me One bonus for 2 deposits" this screenshot corresponds to the abovementioned incident?

Could you please advise about the other three Free Bonuses redeemed in a row? They all have different bonus codes.

Dear Steve,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I have explained all I can. There is a acct manager that randomly places these free bonuses codes on my account with the intention I keep playing. I made the required deposits so that I wouldn't be subject to the multiple free bonus rules. The info I sent is the info available to me. Again, i get random calls that a promo has been applied to my account even though I never requested the promo. This is the problem

Do I need to take a screenshot of chat transcript asking about which promo codes were applied without my consent?

I only approved the promo codes applied when making a deposit

If you could forward a screenshot of the chat transcript asking about which promo codes were applied without your consent that would be ideal. You can forward it to petronela.k@casino.guru. Thank you very much.

Dear Steve,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.