NeonVegas Casino - Player has been accused of opening multiple accounts.

Dear,

Yesterday I started playing on Neon Vegas, deposited 4000 euro and made it up to 7750 euro and cashed out 7750 euro. Today I got an email that my account got closed and they refund my deposits they say that I have attempted or having multiple accounts on Neon Vegas which is not correct. I was very mad about this and contacted them for proof. While I ask for proof they say they have to follow the 'guidelines' and rules. So they simply cannot proof I have multiple accounts. After this I went to the Live chat and asked the agent what was going on and she told me that my passport that I used is manipulated..???! First I had multiple accounts and now it is manipulated. I play with the same passport on every online casino and it is fully legit. I have send extra evidence for sending a Face ID with my ID Card. I still got the same answer 'We have to follow the guidelines'. I'm so mad and on the internet I read alot of bad reviews about this casino that they do everything not to payout!! 

Please help me! As I feel so unfair threated!

Dear Stijn, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs (https://www.neonvegas.com/en/page/terms-and-conditions) and I found this:

"3. Holding multiple accounts being registered or used by you or by anyone from the same family or living in the same household and/or across multiple devices is strictly prohibited. The Company shall not be responsible in any way for preventing the registration of multiple accounts, but can take action, including retaining all monies in such accounts as well as any related Winnings, against any person opening multiple accounts, including but not limited to situations where accounts are registered from the same household, regardless of the registration details provided at the time of opening such accounts. Any and all bonuses and free bets accrued using such multiple accounts shall be voided and removed."

Is there any chance, that someone from your household or using the same IP address has created an account at this casino too?

Would you be so kind and 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.

Looking forward to hearing from you.

Best regards, 

Kristina

Hi Kristina,

Thanks alot for your quick reply. Iam the only one that gambles and I have never opened any other account on NeonVegas... I have now forwarded you the email as communication.

In addition, the strange thing is, is that when I come on chat they say that my passport is modified? I use it at every casino and it is legit. Therefore before signing up on the casino I have to verify all my personal details through Trustly and IDIN. So there is no mismatch in my details... and I do not have any other accounts open, when I ask for their proof they said they just follow the guidelines and they do not want to show anything. I hope you can help me!

Thank you very much Stijn for your reply. I will now transfer your complaint to my colleague Nick 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 Stijn,

I'm Nick and I'll be assisting you from now on in your case. I would like to ask NeonVegas Casino to join us and help us resolve the player's issue.

Hi Stijn,

Thank you for sharing your feedback here at Casino Guru!

I will review your case and get back to you as soon as possible!

In the meanwhile, if you come up with any questions, don't hesitate to message us here.

Kind regards,

NeonVegas

Thank you for joining us Neon Vegas, we will be now waiting for you to provide additional information about the case. Will be extending the timer by 7 more days.

Hi Nikolas,

Thank you for handling the case. They probably will not reply as they do not have any proof. They just dont want to payout.

Still no reply from the casino unfortunately…

Hi Neonvegas,

still not replying? Scammers

Casino did not reply, please help!!

Dear Stijn,

We've got in touch with the casino since then and they have informed us that the account was closed due to account duplicity and that there were some issues during the verification with your documents. Are you aware of creating an account in the casino over a year ago? It happend a few times in the past that the player was unaware of that fact and created more accounts in the same casino. Based on this, the casino has every right to close your account as long as they return your deposited amount. Unfortunately, there isn't anything we can do in such cases as creating multiple accounts is againts the casino's terms and conditions. Is there anything else we can assist you with regarding this case? If not, we will be forced to reject the complaint.

Best regards,

Nick

Hi Nick,

but thats the thing, I do not have any other accounts on that casino. Can they show it to you?

Dear Stijn,

Unfortunately the casino couldn't share these documents with us so the only possible way now to find a solution is to contact the licencing authorities of the casino. I'm really sorry that we could not help you out more but based on the current informations we have, we can't decide whether your or the casino is right. We will be closing the complaint as unresolved and wait for the regulator's decision in case you are going to contact them.

Best regards,

Nick

Casino.guru

Dear Stijn,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at nikolas.b@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Nick

Hi, thank you for your reply. I’ve never heard back from the regulator…

Can you please forward an evidence that you have actually did contact them? Please forward the e-mail to nikolas.b@casino.guru.

Dear Stijn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have no access to that mailbox anymore unfortunately. Therefore, they have shut down their services to players from the netherlands. I cannot access there site anymore.

Hello Stijn,

Unfortunately if there is no actual evidence that you have contacted the licensing authorities, we will be forced to close the complaint. Please be sure to keep e-mail evidence available in order to resolve such complaints.

Best regards,

Nick