Mr. Vegas Casino - Player's account has been blocked.

I played in this casino, my account is verified, I won $4578, I requested a withdrawal. My account has been blocked. I contact customer service,they refuse to pay me.Could you please help me to get my money

Dear bestvideos20170, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus? Have you received any explanation from the casino regarding this situation?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

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, 

Kristina

Hi Kristina

thank you for your help

I send you the last conversation with customer services.They said my account is desactivated for securitiy check and for my safety.

I NEVER play with bonus or free spins, i win 4578 $ with only my deposit money

Thank you very much for your reply, bestvideos20170. Could you please advise when exactly you noticed that your account has been blocked?

Hi Kristina

I noticed that my account was blocked on June 1, 2022.I dont receive any email from contact support .

I contacted technical support today, here are the captures of the conversation. I still have no answer concerning my money and the deactivation of my account

Thank you very much bestvideos20170 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@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 soon.

Hello bestvideos20170,

I apologize for the late reply, I will assist you with the complaint from now on.

Could you please confirm wheather your issues still persist? Is your account still blocked? Please let us know. Much appreciated!

Hi Tomas

My account still blocked and i dont receive my withdrawal,thanks for your help.

Thanks for the update,

I would like to ask Mr. Vegas Online Casino representatives to join the discussion in order to help us resolve the issue.

Mr. Vegas Online Casino,

could you provide an explanation on why the account is blocked and bestvideos20170 is prevented from withdrawing the winnings?

We would like to ask Mr. Vegas Online 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’.

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’.

Dear bestvideos20170,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Another option for you is to file an official complaint at ADR and/or licensing authority of the casino. The options are listed here: https://www.mrvegas.com/terms-and-conditions/mga-games-specific/#complaints

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.