The player from Spain had his sports betting bonus winnings voided. We rejected this complaint as it was sports betting related.
MillionVegas Casino - Player’s winnings have been cancelled.
Amount: €334.04
MillionVegas Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.2
MillionVegas Casino has a Safety Index of 3.2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
3 years ago
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3 years ago
Translation
After completing the rollover for a sports betting bonus, I requested a withdrawal of € 434.04. They have only refunded me € 100.
The rest, after numerous complaints, especially via chat, have replied by email that "the rest of the sum was deducted from their withdrawal because it is from their Virtual Sports section in the account."
I have never played in virtual sports, nor have I requested anything for virtual sports.
I send you by email, the series of emails sent - received with this casino to try to solve the problem.
All the best.
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3 years ago
Dear oscarp28,
Thank you very much for submitting your complaint. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. Please let me know how you would like to proceed.
Thank you very much for your understanding.
Best regards,
Petronela
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3 years ago
Translation
I have contacted the casino again, and they seem to be willing to pay me the remainder they owe me.
Either way, I'll keep you posted.
Thank you very much for your interest
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3 years ago
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I have not yet received the money that I need, as promised. I have contacted them again, and they ask me for proof of the money I have received. I will forward what I have. But they already give me different explanations. I do not like it.
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3 years ago
Sorry, I'm afraid I don't understand. Were you asked for Proof of Income (money that you have deposited into your casino account) or Proof that you didn't receive the payment?
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3 years ago
Translation
They asked me for a statement from my bank account, to verify that I have not actually received the money. They say they have paid me. I have just sent you the extract. Let's see if they don't take long to answer me.
Thanks.
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3 years ago
I understand now. Unfortunately, I haven't received any emails from you. Please try again. My email address is petronela.k@casino.guru. Thank you.
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3 years ago
Thank you very much, oscarp28, for the update. Please keep me informed. Hopefully, it won't take much longer for you to receive your winnings.
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3 years ago
Hello oscarp28,
Have there been any developments since our last conversation?
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3 years ago
Translation
Hello, Petronela.
Yesterday I went to access my account, and I find myself with the unpleasant surprise that my account has been closed. I open the chat to clarify the situation and they tell me to wait a moment, they will verify. After several minutes of waiting I find that the chat is disconnected and I cannot reopen it. I can only send messages, not chat.
Today I am still in the same situation: account closed and unable to chat.
Of course I have not received the money.
By mail I am sending you a screenshot of the email I received informing me that they had processed a new withdrawal request.
I wait impatiently for your news. Thank you.
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3 years ago
Thank you very much, oscarp28, for your reply. I'm sorry to hear that you still didn't receive your remaining winnings. Unfortunately, as I stated in my very first reply since this issue is sports betting related I am forced to reject your complaint.
I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your case at the end. I really wish I were of more help.
I contacted the casino requesting more information and will continue our communication via email.
Thank you very much for your understanding.
