Mr. Vegas Casino - Player’s requesting a full deposit refund.

I mistakenly opened an account with Mr Vegas, however had an account that was self-excluded under a different email with Video Slots (sister site).

Mr Vegas allowed me to deposit £100, and have still not provided me with a decision on my case.

As I had an active exclusion with Video Slots, Mr Vegas should not have allowed me to open an account and deposit. Therefore, the money should be returned.

If I had won and wanted to withdraw, I’m sure this would have been refused due to the exclusion on my account with Video Slots.

This happened on the 1st June, and I realised/reported it immediately. Since, I have had 2 emails from Mr Vegas stating that they will update when they can.

This has now nearly been a month, and I haven’t received an answer/refund. An issue such as this shouldn’t take nearly a month to resolve.

Dear Jake,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gaming section, and this is what I found https://www.mrvegascasino.com/#/lobby:

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Looking forward to hearing from you.

Best regards,

Petronela

Apologies, if you check your inbox, I sent an email last night.

This refers to Mr. Vegas at https://www.mrvegas.com/mobile/ , and not the casino I originally chose to complain about.

Please can this be changed, or my case closed so I can report the correct casino?

Thank you.

Hello Jake,

I have switched the complaint to the correct casino and checked the website for the Responsible Gambling information https://www.mrvegas.com/responsible-gambling/:

"Player Self-Exclusion  

Mr Vegas.com recognises that whilst most players gamble for entertainment, gambling can be harmful to a small number of people. We are committed to creating a responsible gaming environment. 

If you are concerned about your gambling behaviour, please consider entering a self-exclusion.

Mr Vegas.com is committed to giving our players an enjoyable and safe gaming experience. If you choose to enter a self-exclusion, your gaming account with Mr Vegas will be self-excluded immediately for the chosen period. This means that you will not be able to login, deposit or play with Mr Vegas whilst self-excluded. Please note that you will not be eligible to re-open your account until the chosen self-exclusion period has expired.

We will also take all reasonable steps to ensure you do not receive any promotional material during this time. Nevertheless, if you use Social Media channels, we strongly recommend you take steps to ensure you don’t receive our news or updates.

You have the option to self-exclude from 6 months up to five years. 

We also recommend that you self-exclude with any other operator you may be registered with.

To request a self-exclusion, please contact our support team through. Or you can enter a self-exclusion from your account "My Profile" -> "Responsible Gaming" whilst logged in to your Mr Vegas account.

UK Player Self-Exclusion

Any self-exclusion may, upon request, be extended for one or more further periods of at least 6 months. In order to extend an existing self-exclusion, please contact our customer support team through email or chat.

Upon re-opening request (Live chat, e-mail) when the chosen period of time has expired, one of our CS representatives will contact you over the phone in order to provide you with self-exclusion implications and education. We will then implement a one-day cooling-off period so you can reconsider the decision to access gambling again."

Could you please forward any relevant communication between you and the casino? Thank you very much in advance.

Morning,

Thank you for chenging it. Have emailed the attachments through to you.

Thanks.

Jake

Thank you very much, Jake, for forwarding all the relevant communication. Do I understand correctly that at the time when you have opened a new account with Mr. Vegas Online Casino your self-exclusion with sister casino has expired already?

Morning,

This had expired by a few hours when I opened the Mr. Vegas account I believe.

However, before an account is reopened after a self-exclusion, I would have needed to phone Videoslots and go through the reaponsible gambling questions. This never happened, therefore my account is still excluded.

Thanks,

Jake

Thank you very much, Jake, 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.

Hello Jake.

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

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’.

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 Jake.

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