Las Vegas USA Casino - Player’s struggling to receive a refund.

On Saturday March 4, 2023 I signed up for an account with the Las Vegas USA casino. I registered and my account was opened. I then went to the deposit page to deposit $40 in bitcoins which was accepted. I had to do something so I wasn’t Abe to play right away. When I came back later Saturday night to play I was given a message that I wasn’t allowed to play because of security department. I then got on the chat sectioned and asked why I wasn’t allowed to play. I was told that I needed to email the security department and unfortunately they were closed for the evening. So I waited until Sunday afternoon and contacted the security department and spoke with Sebastian the casino security agent. I stated that I just wanted my $40 in Bitcoins refunded and I would go elsewhere. Sebastian stated that he initiated the refund and tat it would take 24 to 48 hours and I asked him why I had to wait and he stated ta the couldn’t refund the money lie that. S I checked Monday nothing, Tuesday nothing Andy day is Wednesday still nothing I account so I went t the chat again this evening and asked when would I get the refund and again Sebastian was the agent that popped up. So I asked why I hadn’t received the refund and he stated rt h review my account so he could better help me and then he never returned and wouldn’t respond when I asked if he was still on. I have attached my raid I received fro the casino and the chats sessions as well. I have more attachments because I can only attach four to this complaint

Dear priceless2u,

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. Have you played any of your deposited funds, or they’re still untouched inside your account? Have you been asked to verify your account before a refund can be processed?

If you wish to provide more screenshots, you can send them to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

The funds have not been touched. They wouldn’t let me play after the deposit was made. No they did not ask me to verify the account

Thank you very much, priceless2u, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Ok it has been over a week has there been any progress with this issue? I just want my$40back

Hi priceless2u,

I've just reviewed your case and fully understand your concerns about your account being blocked. I will contact the casino and we'll see what can be done to help you when it replies.

Dear Las Vegas USA Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case? Could you share any reasons for blocking the player's account?

Looking forward to hearing from you.

Best wishes,

Natalia

Dear priceless2u,

we've been in a contact with the casino representative. For now, it turned out that your account was banned because there's been another account created in the casino with the same name, address, and date of birth as yours. Could you please specify, if you remember having previously created an account at Las Vegas USA Casino?

I'm currently awaiting more details from the casino representative and will inform you here when there's any news.

Regards,

Natalia

No I just created that account I have not been at this casino before. If this was the case why would they allow me to create the account in the first place and why would they take my money and then say there is a duplicate account after I gave my $40.00? That sounds odd to me! When was this account created and what makes me think that what they are saying is true? I just wanted the $40 back and i would go play elsewhere. I don’t know who or why they are talking about.

I think they are trying to keep the money. If having a duplicate account is there excuse for the ban then what does that have to do with them taking my money? Why did they say they were gonna initiate the refund and never complete what they say the were refunding. If a person has a duplicate account still doesn’t justify them keeping a persons money thy is robbery or theft. Show me when I made a duplicate account and I used the same name address and date of birth. I know they are not be honest. I just want my $40 they said they would refund i will not use their casino or anything associated with their casino.

Dear priceless2u,

The casino presented the evidence, that there was an account created in November 2018 and the account holder's name and date of birth fully match your data, that's why your account was blocked. However, we asked the casino to return the deposit to you. Regardless of any possible breaches of the terms from your side, we believe that this is a fair practice to make a refund to you.

As soon as the casino contacts me back, I'll let you know.

Regards,

Natalia

Ok. I don’t remember ever opening an account with them. They should of never taken my money then! They owe me the money. This is their fault for allowing me to create another account. I hope they do the right thing here. Sebastian stated that he was initiating the refund.

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.

Dear priceless2u, could you please inform us if there've been any updates on your case? Have you received any new details regarding refund from the casino?

Best wishes,

Natalia

Dear priceless2u, the casino representative informed me that they are not going to make a refund to you.

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,

Natalia