HomeComplaintsNeonVegas Casino - Player’s account has been blocked.

NeonVegas Casino - Player’s account has been blocked.

Amount: €2,885

NeonVegas Casino
Safety Index:Very high
Submitted: 10 Apr 2023 | Case closed : 04 May 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Finland had his account blocked for an unexplained reason. We closed the complaint because the player stopped responding.

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1 year ago
Translation

Hi, all my accounts were recently banned by the presser group, and they refuse to return my balance to my bank account. I received an email stating that I had broken some rules and they were gonna close all my accounts and hold all my funds. I played on casino games with bonus money and fs offers and with my own money on 8 of their Casinos (RapidCasino.com, 21.com, NeonVegas.com, UltraCasino.com, JustSpin.com, NitroCasino.com, CasinoFest.com, XLBet.com)



they have frozen at least 23000e of my funds. I tried communicating with them after the email I received, but it's going nowhere. they refuse to answer what rules I presumably broke, or answering if they are going to return my money.



i will attach the email they sent me, it's in finnish, my native language, hope it's not a problem:



Anni from Customer Service



Hey,


As I am sure you are aware, under our terms and conditions we have the right to review account transaction information and if we suspect that a player has engaged in illegal gaming, we have the right to close and freeze the account and confiscate bonuses and winnings obtained as a result of illegal/violating gaming.


Following your recent withdrawal requests, we have reviewed your information and have reasonable grounds to suspect that you have used our services in bad faith and in violation of our terms and conditions.


In accordance with terms 17 and 20, we have decided to close your gaming account and any other accounts you have with us, and we will confiscate any winnings remaining on your account and any bonuses you received in breach of our terms.


Regards,



21.com


Anni


I registered my account about 4 months ago. yes when they asked me for confirmation i sent them and they were accepted. I had played casino games and most of my winnings came from bonus offers, some probably from playing without a bonus.

Automatic translation:
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1 year ago

Hello veeti2002,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue.

Please allow me to ask you a few questions so we have a complete picture of the situation.

Did the group block all your accounts at once? What games did you play in the casino? (slots, live games, multiplayer) Are there any particular differences in your activities in this casino compared to 21.com Casino?

Looking forward to your answer.

Regards,

Tomas

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1 year ago

i cant remember if the casino ever asked me for any other verification other than i made my accounts with fast deposit via trustly, so they got all my personal information from that. if they asked for verification then i provided them with that. i have made several withdrawal earlier from these casinos with no problem. They blocked all my accounts at once.


i played casinogames. i did use bonuses in all casinos. Last time i spoke with them has been 2-3 weeks, and they refuse to give me any answers why they froze my accounts, just general replies that dont actually provide any useful information.

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1 year ago

The investigation is being conducted by the entire group of casinos carefully, and we have already informed the affiliate team of PressEnter casinos. We appreciate your patience as the casinos gather evidence and work towards resolving the matter. Thank you.

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1 year ago

Dear veeti2002,

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.

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1 year ago

After some weeks of internal discussions and communications with the casino, no progress has been made regarding this case. We acknowledge that the investigation may be stalled by the involvement of multiple casinos and players, and therefore, we recommend seeking assistance from the Licensing Authority. As a possible solution, we suggest reaching out to eCOGRA, the official Alternative Dispute Resolution of the casino, by submitting your request here.

ADR is a free-of-charge service and the ruling reached by the nominated ADR entity will be considered final by both the Company and yourself, subject to full representation being given to all parties involved. You may submit a Claims Form at https://ecogra.org/forms/adr-dispute-step-1. Alternatively, you may email eCOGRA with details of your complaint at complaints@ecogra.org.

Kindly refer to this complaint as a point of reference. Let us know if you need any assistance when filing the official complaint and keep us informed about any further developments. Thank you in advance. 

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1 year ago

Dear Veeti,

Have you succeeded in contacting the official ADR of the casino? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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