Mr. Vegas Casino - Player's winnings are blocked due to account closure.

hi its been 4 days I’m sending all evidence they have been verified it and i won 4,036.85

after i was trying to login they closed my account for responsible I didn’t make a much deposit and didn’t play much they making a exuse to pay my winings they have been closed my account for no reason

Dear Ayten97,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you asked to be self-excluded in this casino?

Have you ever submitted a request to be self-excluded to the UK Gambling Commission?

When was the last time you communicated with the casino and what was it about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi I didn’t want a self exclusion from my side they done this by themselves

and second question No

i was always sending them email and live chat nothing helpful

they self excluded my account for No giving any reponse and now making excuses to send my funds can someone help me please

Can someone help me please still nothing from them 

Hi can someone check my case please

From the screenshot you sent us here, it seems that your identity documents are still being verified. Can you please let me know what appears on your screen when you attempt to log into your casino account? Is it possible that your account has been only temporarily suspended until all of your verification documents have been reviewed?

Hi they only verified my bank account and address after 10 minutes its been 1 months they making excuses to verify my identity and when I contacted them always says no updates you have to wait they self exclude my account for no reason they not applying their term and conditions please someone help me

They have self excluded my account for 6 month

?

Thank you very much, Ayten97, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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 in the near future.

Hello, Ayten97!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hey there,

We've sent Mrs Ayten97 an e-mail yesterday with conclusion on their complaint regarding account status and funds, and we've not received any disputes, so we consider the case resolved from our side.

Kind regards.

Team Videoslots.

Ayten97, do you have any new information?

First of all, hello, I think they defrauded me because I sent them everything.

There was no problem while making the deposit, then when I earned money they closed my account.Then they asked me for evidence and I sent it immediately and I always tried to talk to them but no one helped me.

And after a month they come to me and only reject my 441 pounds and say that I did not follow the rules and conditions.I have read and followed all the rules I sent them everything that belonged to me, I only had one account and they tell me that you did not follow the rules, this Casio is a scammer, they do the same thing to people, please let me pay my money back.

Can you, please, state which rules casino thinks that you have breached? Is there any information about it in their recent e-mail?

We refer to following terms:

1.5 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 1.5.

1.15. Videoslots reserves the right, at its own discretion, to:

1.15.1. refuse the opening of a Player Account or to close an existing Player Account;

1.15.2. refuse deposits without any explanation, provided that any wagers, or if winnings already made, will be honoured by Videoslots as long as these were not acquired by fraud or other illegal or illicit means or as a result of game or account handling errors; and/or

1.15.3. suspend or terminate the Player Account from promotional activities, competitions or other services.

1.16. If Videoslots is of the opinion that there are legitimate concerns that the Player Account is, has been or may be:

1.16.1. used for unlawful, fraudulent or dishonest activities; or

1.16.2. that these Terms and Conditions have been directly or indirectly violated, which may include, amongst others:

1.16.2.1. behaviour which attempts to cheat or manipulate the outcome of game(s) on the Website;

1.16.2.2. attempts to wager in a pattern to identify advantageous play;

1.16.2.3. exploiting an error, inclusive of a game error whether obvious or not, which illegitimately benefits the Player;

1.16.2.4. collusion; and/or

1.16.2.5. the customer accesses and participates in the gaming activity from a jurisdiction other those identified in 1.13.1;

1.17 In the even to reasonable suspicion of any Player wrongdoings, for any reason included and not limited to actions stipulated in clause 1.16. herein, acting (or attempting to act) in any way which is reasonably deemed by Videoslots to be unlawful, made in bad faith, or intended to defraud Videoslots and/or circumvent any contractual or legal restrictions (regardless of whether such act or attempted act actually causes Videoslots any damage or harm), Videoslots reserves the right to (as applicable):

1.17.1. request documents for verification of identity, the authorisation to use a specific card (including pre-paid cards) or other facts provided by the Player in relation to his Player Account, before effecting and actioning withdrawal requests;

1.17.2. hold and manage funds belonging to the Player in his Player Account in accordance with generally accepted guidelines for cash management. This may include a financial institution or a payment solution provider being entrusted to hold funds in the name of or for the benefit of the Player;

1.17.3. withhold funds available on a Player Account, or refuse to honour a claim payment of an Player until such time as the actions or potential violations of the Player are determined; or

1.17.4. charge the Player a sum equivalent to the balance of available funds in the Player Account by way of pre-liquidated damages and expenses suffered by and incurred as a result of the Players actions or violations and set-off these pre-liquidated damages and expenses against all sums held by the Player in his Player Account. This right of set-off shall not prejudice the right of Videoslots to claim further damages for financial losses incurred by it as a result of the Players unlawful, fraudulent or dishonest activities or breach of these Terms and Conditions; or

1.17.5. apply, retain or pay out any funds held by a Player in a Player Account in such manner as Videoslots may be ordered to do by any competent regulatory or other authority within the jurisdiction where the unlawful, fraudulent or dishonest activity may take place or by which Videoslots is regulated.

1.17.6 close the Players Account at its own discretion at any time and without prior notice. The Player will be notified by email about any such measure.

Jens (Mr. Vegas) 

Kind Regards

im sure %100 i applied all terms and conditions they just making a excuse about this 🙂

Thank you, Ayten97!

Mr.Vegas Casino Team, please, clarify which rules exactly the player has breached and send proofs to my e-mail: pavel.k@casino.guru. Also, note, that none of the evidence, provided by you, will be shared with any 3rd party or the player.

Hi they don’t giving me a good reason why they keeping my winnings this casino is scamming people

Hello there,

An e-mail have been sent to pavel.k@casino.guru with further clarification on the matter.

Kind regards.

Team Mr Vegas.

Ayten97, I have been by the casino, that the confiscation of your funds has been caused by the breach terms. However, the casino has declined to provide any evidence to us. Therefore, I am forced to close this complaint as unresolved. I’m afraid there is not much that can be achieved without cooperation from its side. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. In the meantime, I recommend you contact the Independent Betting Adjudication Service (IBAS) – an alternative dispute resolution service (http://www.ibas-uk.com/adjudication@ibas-uk.co.uk) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K