VasyCasino - Player has been accused of playing a restricted game.

Hello,

I deposit 250 nok (25 euro) with an 150% bonus. Made the wager with an profit of 11 000 kr ( 1100 euro) played down to 10 000 nok ( 1000 euro) and then made an withdrawal. Now i got an email that my withdrawal request has been declined due to playing a banned slot ( Dog house Megaways) i did not win annything from this, The balance come from games that was not banned. And why is casino allowed to set «traps» for players? I understand if it is a jackpot game, but The games on The list Are all randoms. Who goes in and check The terms on every slot they play. If they Are fair it should come an warning or Something before playing that banned slot. I realy think this is shady and unfair.

Dear hansenboss88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering.

Could you please advise if it was your first redeemed bonus in this casino? Is there any relevant communication that you could forward to petronela.k@casino.guru?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

Thanks for the reply

.

I have now sent you an email i got from Vasy about this.

Made deposit with them before, but thats months ago.

Hope this case can get solved, and thanks again for the help so far!

I realy think this is unfair and it made to trap players to make a mistake🙁

Anders

Thank you very much, hansenboss88, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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.  

Hello hansenboss88.

I am sorry to hear about your troubles.

You have right about the games. A situation like this shouldn't happen in an ideal world, and casinos should block these games by software.

Many casinos already do that. However, it is still not an industry standard. 

I would like to invite the casino representative into the case.

Could you please check hansenboss88's game log? If he played the restricted game just by accident and didn't win anything from it, it shouldn't be used as an excuse not to pay the winnings. 

We would like to ask the VasyCasino 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’.

Dear hansenboss88,

Unfortunately, the VasyCasino is non-responsive. You can still contact the casino regulator, but in this case, I am afraid they will rule the complaint in favour of the casino. (because of industry-standard and casino terms) However, we are on your side, and we believe that not allowed games should be blocked by software, and players shouldn't be punished for not knowing all the restricted games.

If you wish, you can submit the complaint to the regulator. (in this case, please let me know)

Here is the email: certria@gaminglicences.com. If you need help with that, just write to me.

Hello,

Thanks for the reply.

Yes, I would like to submit a complaint to the regulator.

Anders

You need to send an email to: complaints@gaminglicences.com

Your complaint should include:

1) Your personal information:

name

your country of residence

your age

2) Complaint body must include:

casino name + license (8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

then describe what has happened as thoroughly as possible (including the sum of money you are challenging)

3) Attach to the email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino + link to this complaint

Dear hansenboss88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Hello,

It have now sent a complaint  to complaints@gaminglicences.com.

Anders

Dear hansenboss88.

Thank you very much for the information.

I am closing this complaint as unresolved with status: waiting for the regulator's decision.

Please reopen the complaint when the regulator gives you the final answer, and we will close it according to the regulator's decision.

Dear hansenboss88,

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Hello,

I never got an answer. Not sure if I sent it to the right place :( I still think it's bad for the casino that they keep setting up "traps" for players.

Could you please forward me the message you sent? (matej@casino.guru)

Dear Hansenboss,

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.