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Unjustified account closure and confiscation of funds by Vegasy

Hello dear Casino Guru team, I wish to file a formal complaint against Vegasy Casino, due to the unjustified closure of my account and the confiscation of the funds I had available in it.

The account verification process was completed successfully without any issues. However, shortly after, the casino decided to close my account, claiming that I had "created multiple accounts on the site," which is completely false and for which they have provided no evidence whatsoever.

The justification provided by the casino was the following:

"Unfortunately, we had to block your account, preventing you from restoring it or creating another personal account on our service, due to the fact that you created multiple accounts on the site. The rules of our Terms of Use compelled us to do so. This decision is final and not subject to appeal."

This measure is arbitrary, lacks any factual basis, and is entirely unfair, as I have fully complied with all of the casino’s rules and procedures. No violation of the terms occurred on my part, and I consider this to be an unlawful confiscation of my funds.

I respectfully request Casino Guru’s intervention so that Vegasy either restores my account or, at the very least, releases my confiscated funds immediately.

Thank you for your help, best regards.

Itzel.

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• 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

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Stay safe.

Hello Kristina,

Thank you for your reply and for taking the time to review my case. Please find my answers below:

• Household / IP address: No. I am the only person in my household who created an account at Vegasy. Nobody else from the same IP address has registered or used the casino.

• Games played: I mainly focused on slots while using the casino.

• Winnings and bonuses: My winnings were initially accumulated with a bonus, but this bonus was fully released before generating the winnings in question.

As I mentioned earlier, the verification process of my account was successfully completed, and at no point did the casino provide valid evidence that I had violated its terms. Therefore, I consider the closure of my account and the confiscation of my funds to be completely unjustified.

I kindly request your assistance in ensuring that this matter is resolved in a fair and transparent way.

Sincerely,

Itzel T***

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,

The requested information and communication with the casino has already been forwarded to the email address you indicated.

Best regards,

Itzel

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear Tinoco_34,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Vegasy Casino representative to join this conversation and participate in resolving this complaint.

Dear Vegasy Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

I'm responding this way because the casino website is asking me to.

Thanks again for your help, Team GURU.

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.

Good afternoon! Thank you very much for inviting me to respond here on the forum. I appreciate the opportunity to contribute and will be happy to assist.

All the necessary information regarding this case has already been shared with Stefan (stefan.m@casino.guru), and a follow-up was also sent a couple of days later.

We remain fully available and ready to answer any questions from the specialists to help resolve this matter.

Dear Tinoco_34,

I have had a thorough discussion with the casino representative regarding your case, and they have presented substantial evidence to justify their actions. While I am unable to disclose the specifics of the information provided, I can confirm that there are multiple indicators suggesting fraudulent and suspicious activity associated with your account. Additionally, there is a possibility that your account may be linked to others.

Overall, your activity on the casino’s platform does not appear to be genuine, and the evidence presented strongly supports this conclusion.

Regrettably, we are unable to proceed with the resolution process in this matter and must reject the complaint as unjustified.

Thank you for your understanding, and I’m sorry we could not be of more help in this instance.

Best regards,

Stefan, Casino.Guru