The player's account got blocked for owning multiple accounts. The complaint was closed based on the player's description, the authorities rejected his complaint and the communication between the two parties is no longer available.
NeonVegas Casino - The player's account got blocked.
Amount: €5,000
NeonVegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
8 months ago
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2 years ago
Translation
When I wanted to withdraw my winnings after 3 days of playing, my account was blocked! With the reason I have a spreed account at Ultracasino.. I hired the MGA and a lawyer to do it! For all other players FINGER OFF! FRAUD&SCAM Casino!!!
Automatic translation:
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2 years ago
Hello Hovhannes,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NeonVegas Casino. Allow me to ask you a few more question before we would move forward.
Could you please advise if there has been any refund of your deposits since your account got closed? Are you aware if you or anyone from your household might have a second account in that casino? Did the casino provide any evidence of their statement?
Please also forward any relevant screenshot or communication between you and the casino to nikolas.b@casino.guru.
Regards,
Nick
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2 years ago
Translation
Hello Nikolas
No, I haven't gotten my money back yet! But I care about my profit! And I only have 1 account at Neonvegas.com, the reason why the Casino Neonvegas.com blocked me is that I let myself be blocked at their subsidiary casinos, for example Ultracasino!
1. I registered there normally on 01/15/2022!
2.I verified myself without any problems
3. I deposited via Klarna
4. I played my favorite game San quentin xways without a bonus
5. I won 9127 euros there and paid out 5000 euros!
6.I played with the remaining winnings for 3 days and had fun!
After 3 days of playing I wanted to log back into my account but it was blocked! According to support because I locked myself at Ultracasino!
Now to the casino
The management assured me in writing that if my deposits were received by Neonvegas, I would get my winnings paid out! See support (bettina) after 2 days a new email came that my prize was canceled and I get my deposits refunded! See screenshot Support (Anna)! It is just rude to "circumvent" a written contract and I have notified MGA.org of such an act! The casino claims I tricked their security system.. No, I verified myself and signed up normally with all my data, which I also enter everywhere! A bottomless cheek to assume something like that! Although I don't care what happens at Ultracasino, I'll say it anyway
The terms and conditions do not state that my prize may be canceled! Fact is I only have 1 account at Neonvegas! On top of that, I don't have a problem with the game, I was just angry at the time because I had a bad luck! I bring chat and email as proof!
Kind regards hovhannes v********
Edited by a Casino Guru admin
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2 years ago
Dear Hovhannes,
In case you was self-excluded in their sister casino under the same license, they had every right to close your account. The most common case is to void all your balance and refund only your deposits back. If you have received anything above the deposited amount, consider it as generous from the casino as not many casinos on the market do it.
When exactly did you self-exclude yourself from their sister casino? Do you have any screenshot or mail of your request for self-exclusion?
Unfortunately, if you really did that, and you have received back your deposits or amount above that, there isn't anything we are able to do as it is a common procedure in every casino.
Regards,
Nick
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2 years ago
Translation
Hello Nick
No, I don't have any screenshots of the lock on the subsidiary casino!
But here are some facts!
Player logs on to the casino with no problems despite being banned from the other casino!
Casino Error: Players don't get their winnings!
Player verifies himself at the respective casino without any problems!
Error from the casino: player does not get his winnings!
Player deposits a total of 4 times with no problems! And plays without problems.
Error from the casino: player does not get his winnings!
Player pays out €5000 and is then banned! For trivial reasons!
Error from the casino: player does not get his winnings! Player gets a written approval from the management that the winnings will be paid out! But it won't! Error from the casino: Player does not get his winnings despite the promise!
Allowing players to play under the assumption of cheating! Let players deposit and allow the risk that the player will never make a profit and the deposit will be retained! Also called fraud in Malta!
No judge in this world will agree with this casino! Because this is deception at its best! There are rules and laws that a casino has to adhere to and there are no general terms and conditions! Even a judge will not agree to betray a written agreement!
Yours sincerely, Hovhannes v.
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2 years ago
Dear Hovhannes,
Currently we believe that if you are addicted to gambling and you have been excluded in their sister casino for this issue, you should not receive any winnings you generated and should receive back only the deposits.
However, every case is very specific with casinos licensed in Malta.
All I can recommend for now is to contact the authorities and submit a complaint there as they have full access to all the details. You can submit the complaint here: https://www.mga.org.mt/support/online-gaming-support/
We however will be forced to close the complaint as unresolved and waiting for the regulator's decision - as their decision is above ours.
Please keep us informed about any further news regarding the case on nikolas.b@casino.guru
Regards,
Nick
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2 years ago
Translation
You and the MGA stand by the casinos, my lawyer clears that up! Block a verified player and void your winnings... And tell her to go to a corrupt authority
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2 years ago
Dear Hovhannes,
It is nowhere mentioned in here that we stand on the side of the casino. Basicaly we are currently not able to solve such cases as it is up to the licensing authority to decide whether the player or the casino is right.
The complaint will be now closed as waiting for regulator's decision.
You can always let us know on nikolas.b@casino.guru if you have contacted them or how did they decided in your case.
Regards,
Nick
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9 months ago
Dear Johnny1337,
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
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9 months ago
Translation
I got the answer from the authorities! It's all legit what happened! The funny thing is the answer came very quickly and I was told that they couldn't do anything! A verified player wins money and they can't do anything as a corrupt authority!
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9 months ago
Dear Johnny1337,
Can you please forward the answer which came from the authorities? Please send it to nikolas.b@casino.guru.
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8 months ago
Translation
I don't have her mail anymore! I don't understand what's next? The MGA is corrupt and I have never read or heard of them helping anyone! The fact is I deposited, played and won as a verified player! But hey if you lose you get NOTHING back!
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8 months ago
Hello Johnny1337,
Unfortunately, as there is no documentation of the answer from MGA, we will be forced to close the complaint. Assuming that they have rejected your request favors the casino and as you no longer have those e-mails, we can't proceed in resolving the complaint.
Please be sure to keep any important document for any future complaint as anything might server as a proof.
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