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

Hi everyone , I'm new here also new to online gambling I've only started gambling online in March but I have yet to win anything and I've deposited at Silver Oak, Planet 7, Royal Ace even though I didn't win I wasn't cheated either this has been the first problem I've had.

Anyway I deposited at this online casino NewVegas.com I liked them because a host would be the person you chat with and they had good customer service always available to chat they also know what there doing a lot of casino chat representatives wouldn't get what I was asking anyway I deposited $400 no T&C could play anything wasn't on a bonus. When I started playing I noticed I could only play certain slots most only rival slots. I have tons of screen shots of what it would say when I would try to play betsoft slots and other slots I even have screen shot of them saying technical would fix it but after a week never got it fixed. So I eventually played the money and now when I try and log in I can't it's telling me no username oh yea after about 5 nights with them giving excuses they tried to tell me it's because someone else was using my IP address whatever that means but I would love to know if others have had this happen to them from this casino. I'm so discussed with this casino they took my money and only allowed me to play what they wanted me to play. I hope I'm posting this where it should be posted and if casino guru can help please let me know.

Thanks for any feedback.

Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?

Have you redeemed any promotional offers in this casino previously? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hi ,omg I can't believe this I never open multiple accounts I have the screen shots to prove it that's one think I don't like is rules bonus that's why I just deposited money in account without the rules I don't even really do the no deposit bonus but what they don't know is them lying like this I'm going on national TV to worm ppl about this casino they want get away with this I'm also sending complaint to every complaint I can the fact that there lying I can't believe this it blows my mind.

im just in disbelief I don't understand why I even would want to open up multiple accounts I was trying to deposit most money I could with in bonus because I don't like the T&C that come with the bonus now I'm scared to play anywhere because of this I thank you for helping baby but ppl needs to be worked they have a promotion right now if you deposit a 100$ you get 400% bonus but I didn't even do the free 400% because all you could play was a few slots which I think they put me in that promotion anyway because the games that's allowed to be played in that promotion was rival and that the ones I could play anyway thank you I'm if this isn't resolved I'm calling my bank to baby like I dados I've deposited at a bunch of casino before there's and all with no rules bonus I have the same username on there site but they didn't do this to me I lost fair and square so I didn't complain and that was over a 1000$ at silver oak , slots of Vegas , Royal Ace ask them baby they can tell you what I've deposited anyway God Bless You thanks for your help

Thank you very much, KC, for forwarding all the screenshots. Could you please send me any relevant communication between you and casino and your bonus and cashier histories? I realize that it might seem like a lot of queries, but all the requested information is essential if we wish to proceed with this case.

Baby the only bonus I ever received was the 1 time no deposit bonus that's it than I deposited like almost $400 they wanted me to deposit $2000 because they was gonna give me $2000 with no restrictions but I couldn't get Bitcoin or rather understand Bitcoin to buy it so I just deposited the money to play with no bonus the thing what makes me the most upset is I'm so new to this didn't understand anything and they gonna try and act like someone in my household was using the same casino I don't even know the purpose of that why would I want to do that I'm the very one that don't want bonus the casino has a bonus 400% only 25 times playthrough but I chose the deposit without the bonus because I don't like the rules with bonus I'm just so floored over this I mean they have totally lied. Thank you

They want even let me log on to take screen shot of my transaction history

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

Thank you baby I just can't believe they would say I opened multiple accounts that's absurd I just don't understand why anyone would open multiple acct anyway thank you

Hello KC.

In your case, the accusation from multi-account doesn't make much sense because your gameplay is not focused on bonus abuse. However, most of the casinos have a strict multi-account policy and in case that there is something suspicious they are acting very strictly. In this case, I would like to invite the casino representative into the case and let him explain to us what happened.

Yes please invite the casino rep I promise contact silver oak , and there sister sites I just played over 1000$ at silver oak just in the last month because it didn't have rules attached to it they know it wasn't me bonus abusing that's the very thing I hate is rules and when you take bonus you have rules that's why when I deposited 400$ I didn't get the 400% bonus because I don't like the rules thank you for helping me

One more thing if they want to make it right and would rather put the money that I deposited back in my account and me be allowed to play all slots that would be fair and they would get a very good review from me I love the host there if the casino just wouldn't have done what they did I understand if they made a mistake but they should see by now I'm not a bonus abuser nor do I know anyone else that would hack my account just to bonus abuse.

If they want to go that route that's fine and if I loose my money that's gambling but if I win I win I just want to be able to play the slots I love to play, and if they do the right thing I would love to still play with them because of the absolute best host chat reps

so it's up to them if they want to do the right thing.Thanks again sorry for emailing back 3 times

I am sorry KC, so far we didn't receive any response from the casino. I hope it's because of Christmas and they will reply soon. I am extending the timer for another ten days and let's hope that they will respond since then.

Hi thanks , there not responding because they know what they did is wrong but that's ok they want like what will happen because of there dishonesty..

We will see. I am afraid if in this case casino fails to respond, we can only publish this case and lower the casino rating. This casino operates without a license, so there is no regulator where you can complain.

Oh my goodness ,I didn't know that I can't believe they can do business like this but I'm still giving them a little more time if they don't make it right everyone will know about them and how shady they are I don't care if I get in trouble because I'm playing from Louisiana. I will take my charge.

I'm gonna go to even my state representative whom I know very well she might not can do something but I guarantee she will know someone that can help. I'm also gonna go to all the other gambling sites LCB , wizard , tons of them and complain because when I loose I loose and that's gambling but when you lie and take my money and want even let me log in because you say I'm a bonus abuser when that's the very thing I hate they can prove there innocence if they weren't lying pull up where I've taken any bonus I could have gotten 400% bonus on my 400$ deposit with only 25 playthrough no max cashout and the bonus wasn't sticky when playthrough was met it would have been mine that's a good bonus that is the very reason I went for that casino because of that particular bonus but when they told me they would give me 20% cash if I made a deposit of 500$ or more without rules I was like yea I want that.. I've accepted bonus from other casinos because it was no rules bonus . I get tons of ndb offers and very good first deposit welcome offers but I don't do it because of rules and max cashout .sorry for going off again thanks for your help oh yea just one more thing one of the chats above is private the one where I uploaded a screenshot if I wasn't supposed to do that I'm sorry I don't know the reasoning of the private and as I said before the host there are amazing not complaining on them

The post is private because we set it as private. (It contains private data. Private comments nobody else can see. Only we, you and the casino). No worries. We will see if they will respond - I wrote to their support too, to alert them.

I wish you a Merry Christmas.

Thanks, Wish you a Merry Christmas..

We would like to ask the NewVegas Casino to reply to this complaint. 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’.

I am very sorry, KC. 

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

Maybe when they reputation on our website go down, they will contact us and solve the case. One more time, I am deeply sorry that we were unable to help you.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

KC, could you please react on what the casino representative wrote?

Dear KC,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello KC.

I am very sorry for the delayed answer. I am recovering from covid-19, and for some time I wasn't able to answer (covid hit me really hardly)

Back to the case:

KC, please for now let's forget about the duplicate account (the casino wrote only that they detected it, but never punish)

They also wrote that they wanted to refund (let you withdraw) the remaining money, but you didn't want to withdraw it. Then you spent the remaining money on slots. Is that correct?

I understand that you have a very negative experience with the casino. However, we are evaluating the complaints based on the monetary value of the complaint. If you spent the $400, we can't punish the casino because you spent that money (and had a chance of winning)

Dear KC,

We are extending the timer by 7 days.

Dear KC,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Omg I can't believe this casino they say they never punished for duplicate account which is crazy I've never bonus abuser if you look at the chart he provided you will see I had a good bit of money I could have cashed out but I didnt if I was a bonus abuser I would have done that in a minute if I'm gonna abuse a bonus for $100 and risk getting caught and most certainly don't know how to abuse a bonus why wouldn't I have cached out when my balance was so much and another thing he said I sent documents in proving who I was I never sent the first document in I would love for them to show me the documentation I sent in, there saying it's not about the bonus because I sent in documents this is really sickening to me I haven't played online sense this happened I play over $3000 at different online casinos without ever requesting a withdrawal or having problems they know they can't prove bonus abuse now they trying another way to be right look it isn't about the money anymore it's that they know there lying I've never bonus abused and I was locked out of playing almost every game beside the games you see in there screen shot I've sent screen shots of me telling them please fix the problem why can't I play they wouldn't do it and as for as my money being returned to me they weren't gonna give me back nothing until I got down to 91$ I think and yes I said nevermind I will just finish playing. The whole issue here is the time I deposited money they had a bonus going on if you deposit they would match it by a pretty good bit but you weren't allowed to play some games and I didn't want rules but when I deposited they put me on the rule bonus like I deposited with a bonus code. That's the very thing I hate is bonuses unless there isn't restrictions contact silver oak casino they gave me 350% bonus and my bonus wasn't sticky I deposited 500 a couple times and had a good bit of money in account I still didn't cash out I just played all till lost.

Anyway it's a sad citation I just wish a casino tech could prove to them I've never played multiple bonuses but they don't need proof they know I wasn't playing with multiple accounts.

Oh yea I'm sorry you had COVID my family had to hope your feeling better God Bless

Dear KC.

As I wrote, please forget now about the issues with the duplicate account. (casino wrote that they suspect you from duplicate accounts, but they did never penalize you anyhow)

You were complaining about the unavailable games, and you wanted a refund.

From your chat, it is obvious that this option was available to you after the KYC.

The casino pointed out that you gambled away all your balance. Therefore the refund was not possible. If you kept that balance on your account and ask the casino for a refund, they would do it.

So please could you answer these questions: Did you gambled all your balance? (you lost all your money on slots)

Did the casino offer you a refund, as we can see on the screenshot? (only when you still had a balance)

Did you try to make the verification? (sent them required documents to documents@newvegas.com)

Our position: after you discovered that you couldn't play your favourite slot games, you should be able to ask for a refund. (only the current balance on your account) The casino should complete the refund after the KYC and in a reasonable time-frame.

Thank you for a supportive message, it was very hard in my case, but I feel better every day.

Dear KC,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunatelly, KC didn't respond. 

In this particular case, the casino pointed out that KC gambled all her money, and the complaint has no monetary value.

From KC's answers, we are not sure what exactly happened; we are rejecting the complaint.