The player from Germany was accused of breaching the T&Cs. The casino confiscated his winnings and closed the account. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
VasyCasino - Player's account was blocked.
Black points: 155
Amount: €650
VasyCasino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
9 months ago
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11 months ago
Translation
Hello, good day, unfortunately my account with Vasy and Viggoslots was also closed at the same time. It is the same email and the same accusation! That I'm a scammer and with bad intentions and exploit bonuses!
Well, I played something completely different from Viggoslots (I filed a complaint there yesterday for the same reason) and didn't overbet or play any forbidden games. I implemented the welcome bonus and was able to apply for €650, unfortunately my account was simply closed and I am accused of being a criminal!
This is an outrage how should and can you manipulate slots with a program please I am disappointed with this casino and please casino guru I would like you to help me and to you Vasy Casino please answer with evidence and real tangible evidence and no arbitrary accusations! I also do not claim that they license fake games and have fake games, or that they launder money!
Thank you Best regards
P
Automatic translation:
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11 months ago
Dear Pepe73,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did the casino specify which rule you breached?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,
Kristina
Sensitive attachment
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11 months ago
Translation
Yes, I upload the picture!
best regards
Pepe
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11 months ago
Thank you very much, Pepe73, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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11 months ago
Hi Pepe73,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite VasyCasino to the conversation to participate in the resolution of this complaint.
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11 months ago
We would like to ask the 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’ which may negatively affect its rating.
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11 months ago
Hi Pepe73,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
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