Vegastars Casino - Pelaajan tili on suljettu kotiutuspyynnön jälkeen.

I am submitting a complaint regarding a cancelled withdrawal and sudden account closure after completing identity verification.

I had a withdrawal of approximately AUD $4,000 pending with Vegastars. The casino requested KYC verification, including a selfie/photo holding my identification. I fully complied and submitted all requested documents in good faith.

Several hours later, my account was closed and my withdrawal was cancelled. Support only referred to Clause 10.4 of their Terms and Conditions, stating they may close accounts at their discretion, but they have refused to explain:

what specific rule I allegedly breached,

whether there was any issue with my verification,

or whether my balance has been confiscated.

I have not been accused of fraud, duplicate accounts, chargebacks, or any specific violation. I simply completed the requested verification and then lost access to my account and withdrawal.

I am requesting:

clarification regarding the alleged reason for closure,

confirmation of the status of my remaining balance,

and payment of my legitimate winnings if no actual breach occurred.

I can provide screenshots of the withdrawal, verification requests, emails, and support responses if required.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegastars Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I was a member I signed up that day and I did deposit using a bonus but I completed all wagering and it was real balance that I had withdrawn. I was only playing slots .. they tried to say in the end it was clause 10.4 which just states they can suspend from buisness decision basically.. no real reason has been given… I’ve been trying to email them and they refuse to give any details besides claus 10 .. thanks for getting back to me and opening my ticket look for ward to your reply 

Thanks for the explanation.

Could you please confirm you registered and filled out your player's profile information using the correct and complete personal information?

Have you deposited using a payment method in your name?

Please let me know.

Yes I registered and filled out players profile with my complete informations from name to date of birth to address as well as verified the documents but then later when withdrawing was requested to send a selfie holding my ID which I did to find myself only minutes later banned from logging in. And yes I deposited from my crypto account

Dear JessicaC7,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Tomas,

We have emailed you directly with our official position and the relevant policy terms regarding this account. Kindly review the information at your convenience and let us know if you require any further details.

Best regards,

Vegastars Team

Hello everyone,

Dear JessicaC7,

It’s nice to e-meet you. My name is Samuel, and I will now be taking over the communication and handling your complaint from this point onward.

Dear Vegastars Casino,

thank you for your response and for providing your official position regarding the case privately via email. I appreciate the clarification and the information shared so far.

Dear JessicaC7,

based on the casino’s explanation, the account closure and balance confiscation were reportedly connected to a breach of the casino’s anti-fraud policy and restricted activity detection.

At this stage, I would therefore like to ask whether the casino’s position and the reason behind their actions are now clearer to you, or whether there is anything specific you would still like to clarify or dispute regarding their explanation.

I will wait for your response before proceeding further.

Dear JessicaC7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Samuel

Casino Guru

Hello everyone,

thank you for your update.

Dear JessicaC7,

thank you for getting back to us, and no worries about the delayed response. I have reopened the complaint so that we can continue with the investigation.

I understand that you dispute the casino's conclusions and that you are requesting further clarification regarding the alleged breach of the casino's anti-fraud policy.

Dear Vegastars Casino,

could you please clarify whether you are able to provide any additional information regarding the specific Terms and Conditions or anti-fraud provisions that were allegedly breached? While I understand that certain details may be confidential, I would appreciate any further clarification or supporting information you are able to share, either publicly or privately via email (samuel.s@casino.guru) if necessary, to help us objectively assess the case.

I will await your response.

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.

Hi Samuel,

We have just sent a detailed update with the relevant findings directly to your email. Please let us know if you need anything else.

Best regards,

Vegastars Team

Hello everyone,

thank you for the update.

Dear Vegastars Casino,

thank you for your email and for the information you have provided. I have reviewed your response and have sent you a follow-up email with a few additional questions and requests for supporting evidence. I will await your reply before proceeding with my final assessment of this complaint.

Thank you both for your patience and cooperation.

Hi Samuel,

Could you please double check to whom the response was sent to? As we do not have your email in our inbox. The representative who initialy emailed you is currently out of office. Would be great if you can reply to all in the original email sent by our representative.

Thanks.

Hello everyone,

Dear Vegastars Casino,

I have checked the situation and I have forwarded the previous communication with Yesmeda G. to Maria C. for further review. The requested information and follow-up questions regarding this complaint are included there.

I will await your feedback once the matter has been reviewed..

Hello,

Thank you for the update. We have received your email, and our team is currently compiling the requested supporting evidence.

Please note that we will provide as much information as possible to the best of our ability, while ensuring sensitive security protocols and anti-fraud detection integrity remain protected. We will follow up directly via email once everything is finalized.

Thank you

Hello everyone,

Dear Vegastars Casino,

thank you for confirming that your team is currently preparing the requested information and supporting evidence. I understand that some details may involve sensitive security procedures and anti-fraud measures.

Please note that Casino Guru regularly works with sensitive information provided by both players and casinos, and we have experience handling such materials appropriately. At the same time, in order to make a fair and objective assessment of the complaint, we need to have sufficiently clear and relevant evidence supporting the conclusions reached in this case.

I will therefore await your further response and review the materials once they are available.

Thank you for your cooperation.

Hello,

We are currently finalizing a few remaining details and compiling the requested evidence. All supporting materials will be sent directly to your email later today.

Vegastars Team

Hello Samuel,

We have sent the supporting evidence directly to your email for your review.

Thank you for your cooperation, and we look forward to your update once you've had a chance to examine the materials.

Vegastars Team

Hello everyone,

thank you for the update.

Dear Vegastars Casino,

thank you for sending the supporting materials to my email. I have reviewed the screenshots you provided.

At this stage, I have sent you a follow-up email requesting some additional clarification regarding the evidence. In particular, I would like to better understand the basis on which the accounts were linked and whether there is any further technical evidence supporting your conclusions beyond what has already been provided.

Dear JessicaC7,

I would like to keep you informed that I have now reviewed the confidential evidence submitted by the casino. However, before reaching my final conclusion, I have requested some additional clarification from the casino regarding the technical findings and the connection between the accounts.

Once I receive their reply, I will review all available information again and continue with the assessment of this complaint.

Thank you both for your cooperation.

Would you mind passing on to me the confidential email including the reasonings and the "connected accounts claim" for my own personal readings, thankyou , still disappointed I never got this win as I strongly believe I never did anything wrong and I know I played the game legitimately and fairly. Sucks

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.

Dear Samuel,

We would like to confirm that our Compliance & RPF team is actively gathering and finalizing the technical evidence required for this complaint.

To ensure everything is thoroughly documented by our compliance specialists, we kindly request a bit of extra time to allow them to complete the report. As soon as the team finalized the materials, we will email them directly to you for your evaluation.

Vegastars Team

Hello everyone,

thank you both for the updates.

Dear Vegastars Casino,

that is fine. I understand that your Compliance & RPF team needs additional time to finalize the technical evidence. Please take the necessary time to complete the report, and I will review it once received.

For your next update, I would also appreciate it if you could take into account the importance of transparency in this case. While I understand that certain sensitive internal information cannot be disclosed to the player, I would like you to provide the player with a clear explanation of the relevant findings and evidence supporting your conclusion, to the extent that this can reasonably be shared.

Dear JessicaC7,

regarding your request for the confidential materials, the evidence previously provided by the casino was obtained from its internal systems and contains sensitive information that cannot be forwarded to you privately in its original form.

However, I have asked the casino for further clarification, and I will also ask them to explain the relevant findings to you as clearly as possible, within the limits of what they are able to disclose.

I will await the casino's additional evidence and clarification before proceeding with my final assessment.

Thank you both for your cooperation and patience.

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.

Still don’t understand what they could of possibly found that would link me in the direction of doing the wrong thing what so ever.. still very disappointed in this situation and strongly believe I have done nothing wrong what so ever besides sign up to a site that my friend showed me

Hello everyone,

Dear JessicaC7,

I understand your frustration. At this stage, however, we need to wait for the casino to provide its explanation and supporting information before I can properly assess what they have identified. Hopefully, their response will give us a clearer picture of the situation.

In the meantime, it would be helpful if you could provide me with some additional information about how you used the casino account.

Could you please let me know:

• What device(s) you used to access and play at the casino (e.g. iPhone, Android phone, laptop, desktop computer)?
• Whether you used more than one device to access the account.
• Whether you were normally connected through home Wi-Fi, mobile data, or another type of internet connection.
• If you used different internet connections or locations to access the account, please provide some details about this as well.

This information may be useful when I review the casino's response.

For now, there is nothing else you need to do. I will wait for the casino's response and hopefully have more information to share once they provide it.

Thank you for your cooperation and patience.

Dear Samuel,

We would like to inform you that we have sent a detailed follow-up email containing the relevant documentary evidence regarding this case. Please let us know once you have reviewed the materials. Thank you!

Vegastars Team

Hello everyone,

thank you, Vegastars Casino, for your cooperation throughout the investigation and for providing the requested documentary evidence. I have now reviewed the materials you provided.

Dear JessicaC7,

I understand that you strongly disagree with the casino's decision and that you believe you have done nothing wrong.

However, I have now reviewed the documentary evidence provided by the casino, including the documents that were submitted to the casino during the verification process. Based on my review, I consider the evidence sufficient to support the casino's conclusion that the account was involved in document manipulation and activity connected to another account in breach of the casino's Terms and Conditions.

Therefore, unfortunately, I cannot support your position in this case.

Based on the available evidence, I consider the casino's decision to close the account and forfeit the balance to be justified.

For this reason, I will now close the complaint as Rejected.

Thank you both for your cooperation throughout the investigation.

Best regards,

Samuel

Casino Guru