Juicy Vegas Casino - Player’s winnings were voided and the account was closed.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have tried opening a new account from Georgia and succeeded without any problems (please see below). It is worthy of mentioning that a player has no way of understanding that Georgia USA is only available for Registration. There is no section in T&Cs about any country restrictions or any active block for IP addresses from Georgia.

Since there is a possibility to register an account from allegedly restricted country and deposit funds, I would like you to confirm that you’ve submitted correct data and haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account.

Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I confirm that I have provided the correct data and have not used a VPN ...

Thank you very much for your support! ❤

best regards, inga k************

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

Hi, thank you very much for understanding my condition...

I feel humiliated... 🙁

And again, I would like to thank you in advance for taking the time to address my problem ...

With respect Inga K**********. ❤

Hi Inga,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Juicy Vegas Casino to the conversation to participate in the resolution of this complaint.

thank you, now i can only hope for you... 😍

We would like to ask Juicy Vegas 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi mulatka,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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 wish I could be of more help.

Best regards,

Peter

We’ve reopened this complaint at the request of Juicy Vegas Casino Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We received the following message:

"Hi,

Our sincere apologies with this, we indeed did not update our t&c's to exclude players from Georgia (the country and not state). @mulatka please accept our sincere apologies regarding this. Your account has been reactivated and balance restored. Please make a deposit to withdraw the winnings as per our t&c's

Please reach out to me if you need any further assistance.

Thanks.

Kind regards,"

Dear mulatka,

Can you confirm this?

Dear mulatka,

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.

It appears that this issue may have been resolved, but without confirmation from the player, we are forced to reject this complaint.