John Vegas Casino - Player's winnings confiscated due to account closure.

Hei

I have a big problem and i hope you can help me out. A few days ago i played at john vegas casino. I deposited 2 times. The second time without using a bonus. I was lucky and won 700€. Someone tried to hack me and had suddenly access to my email adress. In another casino the hacker played my balance to zero. I was shocked, tried to change every password etc. However i wrote to john vegas casino if they could limit or close my account because i was scared to loose my money. They did. I had not verified at this point, it was my first time playing there. I contacted the casino and they told me to send all the documents. I did. Then they asked me if I want to reopen my account or if they should proceed with the winnings!!and when this is done i can still reopen. They told me it will NOT affect my balance. I tried to withdrawal when i had access to my account still and I said i would like to have my winnings first. They told me thats not a problem. I gave them bank dates too and today i recived a 100€ payment. I didnt understand why i only got 100€. So i wrote live chat again. They told me that they wont reopen my account and keep winnings. I just got my deposit back because they cant withdrawal when account is closed, so they simply lied to me

However it doesnt went how they said they will do it. I am very frustrated because i really need this money. Hope you can help me.

My email adress there is: a*****@g*****t

Dear Chasiti,

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

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

• Could you please provide a timeline of events?
• When did you notice your email was compromised and when did you inform the casino?
• When have you deposited in the casino?
• Has the casino suggested any additional verification for them to approve the withdrawal of your winnings?

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,

Tomas

Hei

Thank you for your quick answer. I think i am gonna tell my story again with a lot more details.

I registered at johnvegas casino on the 6th of jannuary. I deposited 50€ and played with bonus. After loosing the balance i deposited again- another 50€ WITHOUT using a bonus. I was lucky and made about 860€ and made a withdrawal of 700€ without being verified yet. A few hours later i noticed someone trying to pay with klarna using my account. I logged into my johnvegas account and saw that someone played the 160€ i had in my balance with high bets. I was shocked and tried to change password there but someone changed it back few seconds later. So i changed my email pasword and instantly wrote to live chat if they can limit my account please. They said they going to limit it. I was scared that the guy who hacked my cancel my withdrawal and play the balance to zero again. I couldnt log into my email anymore. However i got in contact with johnvegas casino via another email adress of mine. They asked me to verify myself sending them all my documents. They replied fast and they really made me think that they will help me in this case. (I will send you all the mail contact as well) after i got verified they asked me if i want to reopen my account now or after i got my WINNINGS (they said winnings, never refund) i told them that i would like to open my account AFTER i have my money. Few days later i got 100€ back, i wrote to live chat and they told me they cant proceed withdrawals when account is closed. Its simply not fair. I really need this money, it was my REAL MONEY balance. I really hope you can help me out. 

The email conversation starts with the last picture i posted. Sorry should have uploaded it not this way

I need to add that i had the same situation with another casino at the same time. They closed my account and i had an open withdrawal of 130€. Today i received my WINNING. Not a refund.

Thank you very much, Chasiti, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello Chasiti,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite John Vegas Casino to join the conversation and participate in the resolution of this complaint.

Dear John Vegas Casino,

Can you please explain why the player has received a refund instead of their winnings?

Kind regards,

Adam

https://www.gamblejoe.com/forum/casinobeschwerden/sonstige/john-vegas-378766/#p379880

Ein johnvegas vertreter hat auf einen beitrag von mir auf einer anderen seite reagiert. Finde die Erklärung trotzdem nicht zureichend. Es waren MEINE gewinne und sie haben mir per Mail zugesichert dass ich diese erhalten werde und mir keine sorgen machen muss. Mehrfach. Von einer Rückerstattung war nie die Rede

Und danke euch, dass ihr versucht mir zu helfen!!

Wollte auch nochmals hinzufügen, dass meine Einzahlung mit meiner Debit Bankkarte vollzogen wurde. Habe bei der Verifizierung ein Foto dieser Debit-Mastercard Bankkarte gesendet. Auf dieser steht die "kreditkartennummer" bzw alle Infos PLUS meine bankdaten wie IBAN, BIC usw

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.

Hat das casino sich nirgendwo gemeldet?

Hello Chasiti,

So far there has been no response, but we will allow another 7 days as per our policies.

Kind regards,

Adam

Dear Chasiti,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Antillephone Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam