NewVegas Casino - Player has been accused of playing a restricted game.

Hi I have several complaints I would to be heard on against newvegas casino so on April 12,2021 I deposited $150 to my account using a 400% welcome bonus code which I thought was strange being the fact that I'm not a new player so I got $750 to play with a wager of $26,000 not to sure exactly what wager was so I began to play and not much into my session I'm not sure what I hit on Jane's farm I got a winning of $30,375 so of course I couldn't believe it at first I was so excited you know so I even went to live chat to ask someone if this was indeed real and what was wager but got through to no one so it said to try back the next morning but I just left it as that so I continued to play a bit more than the next day I played and was looking to play the janes farm again but I couldn't find the game so I played a bit more and sometime after 4 p.m I seen my account balance was $10 so I went to live chat again and asked why the agent said I wasn't supposed to play that game and I was very upset I told her all the other games that I assume are restricted due to using a bonus are blocked they will not even load but that game did and I told her if that's the case why did it load and why so many hours later did they catch it so I asked to be given the documentation stating all the bs they were trying to pull she then said 3rd party request and blah blah blah so I asked to speak with someone up higher they said management would be contacting me in 24hrs its been over 48hrs I asked for a refund which didn't happen I then went to my account nd it was locked I've been trying to speak with some about this but no one responds before getting my account locked I realized they deleted the game Jane's farm from the whole site because it was no longer available so I'm reaching out to casino guru for some very much needed help

Dear Ortensia,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m very sorry to hear about your problem.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please advise if you received any official report from the casino confirming that a technical issue has occurred? Is there any transcript from the live chat communication? If yes, 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

I apologize Petronela I did send you screenshots of the chat from that day but and will be uploading a couple more from today the casino has not contacted me what so ever I'm still waiting to hear back from them which I know they have my most current information because I received am email bonus offer giving me 15 free spins stating they appreciate me as a customer which to me Is a total Joke so went to my account and seems to be they now have decided to unlock it and put my balance to $685.80 I have not played the casino since the day of the incident so I mean if I had done any wrong doing the way they claim management would not be avoiding me or giving me the run around I hope they will be held accountable for the wrong doing on their behalf of using innocent players as their scapegoats thanks once again

Thank you very much, Ortensia, for providing all the necessary information via email. 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 very much for your assistance

Hello Ortensia.

The bonus of 400% is possible to claim two times.

Regarding the restricted game, usually, the restricted games are mentioned in bonus terms and condition, but I didn't find any mention about that. There is a possibility that there was a bug/error on the website but for confirming that, we need assistance from the casino representative.

I would like to invite the casino representative into the case. Please explain to us what happened.

Good morning Mr.Novota thank you for reviewing my complaint and moving forward with it i am aware of the bonus being able to be used twice as mentioned above but if I'm not mistaking it has been more than twice but that is the least of the problem but it's been impossible to speak with any part of management or 3rd party people as they would mention when I would ask to speak with someone or any documents from my account but I hope they will do they part and come forward or rele6any documents needed to be able to receive my winnings but I will wait to hear any new updates thank and have a good day

Hi there, the bonus terms and conditions are found before the bonus claim in the profiles cashier section, and is also found during the active period of the bonus in the same section. However here’s more information as we have sent to The player.

Hey Ortensia,

Let me start by apologizing for the delayed response on this query,

Upon doing our research we found no bad intention or vulnerability exploits on your bets, however the terms and conditions for the casino were violated.

By Joining the casino you accepted the terms and conditions, which can be found on our FAQ section, and our bonus T&C's can be found on your claim promotions tab, when you click "Show Details".

Promotion Terms violated.

6.3

"The maximum bet allowed whilst the welcome bonus, or any bonus is in play, is 5$. Should you bet higher than this while the bonus is in play, we reserve the right to confiscate all winnings."

When placing the wagers of 105$ on the following bet ID 205357206532112, 205357206523815, 205357206522854, 205357206521791, 205357206520821, 205357206520345 made between 2021-04-12 03:58:36 and 2021-04-12 03:59:29 on the game "Jane's farm"

On the terms and conditions of the 400ALLWELCOME the list of allowed games does not include Progressive Slot, neither Jackpot Slots. Finding out if any slot is progressive Is very simple since it will have the accumulated jackpot amount on top of the slot. The game "Jane's Farm" is a jackpot slot.

We would like for you to start fresh with us, we are adding back your balance for the exact amount you had on your last spin on the game "Mystic Wolf" before playing the game "Jane's Farm".

The amount is: 685.80

Your total wagered amount accounted for: 270.5

And your wagering remaining is: 25.979.50

Thanks again for playing with us, and I hope we can keep accommodating you in the best way possible.

Kind regards,

Scott.

- NewVegas Team; Floor Manager -

Thank you, Scott, for the clarification. 

Ortensia, could you please confirm that you were betting higher amounts than $5?

If yes, then the solution what Scott offers is a generous gesture.

Good morning no that is definitely no true I've never played more than $5 a spin for the same reason being that I have read the terms if it was true $105 a spin i would have not been able to play for as long as i did before this took place so no Mr.Novota

Scott, please send the relevant game logs to matej@casino.guru

Thanks

Good morning Scott I totally disagree with you stating I was playing $105 a spin that is out right not true I would never do such a thing no matter how much I had as balance so no I'm disagreeing to that accusation

Ortensia, from the screenshot, it is clear that you breached the bonus terms and conditions.

Hi Scott where can I see when I raised my bet to $105 because with all honesty may God strike me dead right now if I actually did play $105 intentionally I had no idea it was spinning that amount as well I will look in my account for that also but I mean that really sucks all this mess even happened

Ortensia, please look at the screenshot that Scott published: https://postimg.cc/MvzBm84h

From that screenshot, it is clear that your winnings are originated from a $105 bet which is a violation of the casino bonus terms and conditions.

Good morning Matej and Scott I was going through my history that you mentioned and it seems something is not quite right or I'm not understanding the way the wagering goes so first I would like to ask how many second does he spin last if I'm not mistaking I read an article stating 3 seconds at least I came across alot of wagering transactions that are timed with the same exact hour minute seconds with different amounts and numbers so if this can be explained on why it shows these wagers as so I will except the fault I guess and move on from this situation I have screenshots of quit a few but sure only some would be needed to understand what I am speaking about so Matej please let me know if it would be ok to post those screenshots or send them else where thank you both

Ortensia, all your screenshots you can post here - I will mark them as sensitive information so only we, you and the casino will see them.

I do not understand what is " 3 second a spin' and where you came up with such information. Please post this, and I'm not even sure how is that even related to you breaching the max bet rules.

Thank you in advance for your response.

Ortensia, from the casino's evidence, it is clear that you made higher bets than was allowed. Do you have anything else that you would like to discuss, or I can close the complaint?

I apologize I didn't submit the reason for the screenshots I would just like a bit of information on how to understand these wagers from my account in totally confused about how it shows exact timing on hour minutes seconds on a few of the wagers but different amounts

Yes I do I have the screenshots I sent a few days ago but I guess they didn't upload correctly in going to resend them

Hello Ortensia.

From your screenshot:

That means that you played with a bonus and make a bet of $105.

By doing that, you breached bonus terms and conditions, and the casino had a right to confiscate your winnings.

Hello Ortensia.

For a better understanding of the mechanic behind all this, I think you should read a few of our articles:

https://casino.guru/how-slot-machines-work-math

https://casino.guru/slot-machine-strategies

https://casino.guru/casino-bonuses-deposit-bonuses

The most important information is here:

In your game logs, you can find two types of screenshots:

2: Spin

10: Result

If you check your screenshots, you can find information about the cash balance, which is 685.8 on all the screenshots, which means you played with a bonus.

Amount: it the number is negative, it means that it is a bet, If positive, it's the winnings

Wagered: if the number is positive, it means that it is a 2. Spin (or bet), the number is 0 means that it is 10: Result

If the Amount is any number above a 0 and the wager is 0, it means that you won something. If there are two zeros, it means that you lost.

You breached the bonus rules in the game Jane's farm and other games (Chef Wars - you betted $100), but you got one big winning on game Jane's farm from bet $105. That's why the casino mention this game.

Let me know if there is anything else I could do for you, or I can close the complaint.

Ok thank you Both Scott and Matej I guess there isn't anything else to do so ya you may close the complaint and I guess I'll be taking Scott on that offer thank you both

Because Ortensia breached the casino's bonus terms and conditions, we are closing this complaint as rejected.