HomeComplaintsTeleVega Casino - Player’s account has been blocked.

TeleVega Casino - Player’s account has been blocked.

Amount: €173.3

TeleVega Casino
Safety Index:Above average
Submitted: 21 Jul 2020 | Case closed : 05 Aug 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Mexico won by playing with a bonus, but when he verified his account, his winnings were confiscated, and the account closed. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago
Translation

The casino refuses to refund after the bonus is cleared. They got to the point of asking for Selfies for identification, and when the identification was verified, the voucher was withheld and the account blocked.

Automatic translation:
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4 years ago

Dear Carlos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

Additionally, please, send us a link of the exact bonus that you redeemed, I would like to check the Bonus T&Cs.

I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

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4 years ago

Dear Carlos,

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.

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4 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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