Vegasy Casino - Pelaajan tili suljetaan ja varat takavarikoidaan.

Hello,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Kristina,

Thank you for your quick response and for your willingness to assist with this case.

I’m happy to answer your questions to provide a clearer picture of the situation:

• Games played: I only played slot games. I did not use any other types of games, such as live casino or sports betting.

• Verification: No, I did not complete the verification process before losing access to the account. The process was ongoing, but before I could finish it, my account was suspended without prior notice or a clear explanation.

• Winnings and bonus: The winnings were obtained after having had an active bonus, but I want to clarify that the bonus was fully cleared before the winnings were achieved. Therefore, the bonus terms were no longer in effect when the funds were accumulated.

I’m fully willing to cooperate and provide any further information you may need. I truly appreciate your support and hope this issue can be resolved as soon as possible.

Kind regards,

Juan F***

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina,

Thank you for your message.

I confirm that all the relevant communication and documentation regarding my case with Vegasy Casino has already been forwarded to the email address you provided for review. Please check your inbox to confirm receipt.

I would like to emphasize that this information contains all the necessary details to support my position and to clarify the events that led to the dispute. I trust that it will help you assess the case thoroughly and fairly.

I remain fully available to provide any further clarifications or additional information you may require in order to move forward with the resolution process.

Best regards,

Juan F***

I see clearly that the casino claims you created multiple accounts. Can you comment on this, please?

Hello again Kristina,

I strongly deny the accusation made by Vegasy Casino regarding the alleged creation of multiple accounts. I have only ever created and used one account, under my name and personal details. I have never attempted to open or operate any additional accounts, nor have I engaged in any activity that could be interpreted as such.

This claim from the casino seems completely unfounded and looks like an excuse to justify the unjust blocking of my account and the confiscation of my winnings. I request that this matter be investigated thoroughly, and that Vegasy provide clear and verifiable evidence if they insist on this allegation. Otherwise, their actions should be considered arbitrary and unfair.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Vegasy Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear plyer,

we have received sufficient evidence from the casino that proves that you have created multiple accounts. We do not consider such behavior as fair. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.