Juicy Vegas Casino - Player’s account and winnings have been abruptly blocked.

Hello , heare is my story..

i am from Armenia and i like to play ,and few days ago i got promo code from social networks for play free 50 usd at this website and go by spetial link registr in web site with my personal info then 

I use promo code 50VEGAS that alow to play for 50usd free but that need to play about 50x before you can withdrow. so i had play about 6-7 hrs and all was fine and finaly i got 50x played and in my balance left about 400+ usd and by 1 moment i start bet for 20 usd and i see my amount instantle came 100 usd bet again and left 80 i gues it was taked from support and returned me anlay 100 that is my win by promo rules , i keep play and finaly i hold on 136 usd, then today i send an email with my pasport and selfy for verify my acount and what you think i got from them???? nothing and now even cant login to my acount, i try to spoke with online chat and they say me sorry your country not supported i think they are scamers and chiters and they do this becose i won and do not whant to pay me!!!!

Dear Sed0526,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Juicy Vegas Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

When you registered in this casino, have you submitted the correct personal information including your name, address, and your country of residence?

Have you accessed the website without any VPN or IP-masking software?

Please bear in mind that the no-deposit bonuses in this casino come with the following rules:

Any free money given without requiring a deposit e.g. a No-Deposit Coupon, Rebate Bonuses, Loyalty bonus, VIP bonus, No Deposit Required Free Spins, Free Spins that are given on top of a Deposit Match Bonus offer, Competition and Tournament bonus prizes, birthday bonus etc. carry a wagering requirement of at least 50 X wagering with a maximum cash-out amount of $100 unless otherwise mentioned.

Free Bonus Money or Free Spins (No Deposit Required) bonuses carry a playthrough requirement of 50X unless indicated differently on the promotional material you received before a player can make a withdrawal. Prior to any withdrawal being allowed on the first claim of a free player bonus or free spins, a player must have made a deposit that is at least equal to 50% of the withdrawal. I.e.: If you claim $250 Free, have met stipulated playthrough requirements and have money to withdraw, you must make a deposit of at least $125 before the withdrawal will be processed.

Could you please confirm if you made any deposits into this casino?

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

Best regards

Veronika

Hello , thank you , i am informing you that my account hase unblocked without any explain and now i ask withdraw my winings, status of withdrow is pending and they just say finance team will review and connect to me. Let see what wil be end of this story .... plz dont close this case until logical end of story !

At this moment they didnt ask deposit ....

few hrs left and again i got bloked at this time say multiple account so its LOL, i have been verified by them i had send the docs only for 1 account and they acpt it….money from my account was takeed even i dont see the reject just 0.35 usd left on my account but there was 136 usd

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Do I understand correctly that you have passed the full KYC verification?

Have you made any deposits into the casino?

Hello yes i passed the kyc, about ip i can say that my provider sometime give an public ip that can be used for all customers in country , and about deposit i don’t do any deposit yet…

Could you please forward me the email from the casino stating that your account will be blocked due to you having multiple accounts? My email address is veronika.l@casino.guru.

Do you use VPN or any IP-masking software by any chance?

Hello Veronika , the problem is that they even not sent email about blocking my....LOL, about vpn or ip masking yes sometimes i use them!

Before we proceed with your case, may I kindly ask you to confirm whether you have provided true and correct personal information during the registration process and while accessing the website? Also, did you use a VPN to change your location to access the site or were you able to access the casino website using your actual IP address?

Hello yes i provide the correct information and no i not use VPN

Thank you very much, Sed0526, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Sed0526,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear Juicy Vegas Casino,

Could you state why the player's account got blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Hello Sed0526,

I am in contact with the casino representative outside of the complaint thread and they asked me to extend the timer one more time. I will extend the timer by seven days.

Your patience is much appreciated.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru