Mr. Vegas Casino - Player has been accused of opening multiple accounts.

Theres two Mr Vegas casinos, this is related to the one linked to video slots.

They Deactivated my account due to my number and email address and kept hold of £677.

They even called me and spoke to me on the phone and ive verified my documents. The problem is that the number and email address that ive acquired are linked to other suspended accounts on the site in other peoples names, but i have acquired the email address and phone number now for my own use.

everytime i explain they just say they are looking into it but never hear anything back even though i spoke to someone on the phone. I even complained but they never got back to me.

its been over 2 weeks

Dear linhnghiem1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past?

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

The number and email address are linked to two seperate accounts not in my name, email being my sisters, phone being my partner. They don’t gamble anymore and closed accounts with video slots.

I have an account with video slots that have different login details to my mr Vegas account and because I have used these email and phone number when I’ve registered. I have acquired these though because my partner and sister only used them for gambling purposes. My email address and phone is linked to work and gambling emails and texts got in the way. So I wanted to use these to make it easier. I think it flagged up as dodgy which it seems but I have spoken with them on the phone and sent in my verification documents

It is really complicated situation. I'm truly sorry but several things have been done that classify this case as "close to impossible to resolve". I'm sure you understand that majority of casinos allow one account per email address, phone number, household, or IP address. Unfortunately, this rule has been breached and I'm afraid we won't be able to help you.

It’s my account, I loaded 600 pound in and they deactivated my account. If they want to close the account that’s up to them but it’s wrong they just keep your money. Well out of order. I spoke with them directly on the phone to verify it’s me. These lot shouldn’t be able keep money in you’ve just loaded in and not send it back. It’s wrong.

Thank you, linhnghiem1, for your reply.

I have checked the general terms and conditions, and this is what I found https://www.mrvegas.com/terms-and-conditions/ukgc-terms-and-conditions/:

"Only one Player Account per Player is allowed. Should You attempt or successfully open more than one Player Account, under your own name or under any other name, or should You attempt or succeed in using the Website by means of any other person's Player Account, Videoslots will be entitled to immediately close all your Player Accounts, retain all monies in such Player Accounts and bar You from future use of the Website. Should Videoslots have reason to believe that You have registered and/or used more than one Player Account with Videoslots, or colluded with one or more other individuals using a number of different Player Accounts with Videoslots, Videoslots shall be entitled to deem such accounts as constituting Multiple Player Accounts, and treat them in accordance with this clause 1.4."

I'm truly sorry but you have used a phone number and email address that have been used previously to register different casino accounts. This action has been recognized as multi-account registering and it is forbidden in the majority of online casinos. I would strongly recommend avoiding this kind of action in the future as casinos allow one account per player / household / IP address / phone number or email address.

Could you please advise if you have activated any bonuses in your account? Looking forward to hearing from you.

No I just loaded in £600 was up to £677 then they deactivated account

Thank you very much, linhnghiem1, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

However, I would like to emphasize that your action is usually prohibited in the majority of casinos, nevertheless, if you haven't earned any advantage by registering your account using the same phone number and email address as other players we will try to help you.

Hello linhnghiem1.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

They’ve stole my money £600 loaded it in and then they deactivated the account. Not opened Multiple accounts. Got one account on video slots and one account on mr Vegas. Been over 4 weeks. Not heard back from complaint nor from support. Verified my account with photo/ bank card address proof. Spoken to them directly on the phone after this incident.

I use these login credentials on lots of different sites.

if it was a dodgy passport or a bank card / address I’d get it but it’s an email address and a phone number. That I use because the other family members stopped playing. Gave me phone and email address to use so didn’t get in way of work emails etc. Solely for gambling purposes. It’s just silly

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear linhnghiem1.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru