StarVegas Casino IT - Player's winnings were confiscated.

My account was suspended after I won on the American Eagle slot machine. I sent in the necessary documents and countless selfies. They did unlock my account, but they removed my winnings and even the play history. I've already spoken to a friend whose father is a lawyer. I hope this gets resolved without having to take legal action.

Dear patrickpelizon037,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with StarVegas Casino IT.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Has the casino explained why your winnings were removed?
• Did you achieve your current balance with the help of a bonus? 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

the casino pretends that all this never existed

Yes, I also used a fun bonus in part but then I played and won with the real balance

I sent you my communication

Thanks for your email.

Could you please share screenshots of what the game history looks like when you try to access it in your casino account?

Have you requested the full gaming history showing all bets made in the casino, which would confirm your winnings were achieved?

Did the casino accuse you of breaching any rules that would justify confiscation of your winnings or closure of your account?

If you have any supporting evidence please forward it to me as well.

My email is tomas@casino.guru

all the games with the winnings have disappeared, they refuse to provide them to me, I had also played with a fun bonus and they pretend nothing happened, should I contact adm and also the provider in your opinion?

Thanks for your reply and email.

I am sorry but I don't understand what the the casino refers to in their email from you. Is there any other relevant correspondence between you and the casino that would shed light on the situation? If there is any correspondence regarding your account closure, account reopening, or you requesting your gaming history between you and the casino, please send it to my email at tomas@casino.guru

I sent it

I am sorry but from the information you shared, there is still too little proof for us for us to proceed.

The email from the casino you share doesn't specify any broken rules, or closed accounts, only reference to your sports betting history.

Please understand without more substantial evidence on your part the casino is not obligated to offer any evidence to us different from what they already told you.

If there is any information that would support your accusations against the casino, please forward it to me.

Dear patrickpelizon037,

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.

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.