HomeComplaintsVasyCasino - Player’s bonus winnings have been voided.

VasyCasino - Player’s bonus winnings have been voided.

Amount: €3,498

VasyCasino
Safety Index:Below average
Submitted: 16 May 2023 | Case closed : 05 Jun 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player won €3,498 after meeting the €10,000 wagering requirements but faced a shocking denial of their payout. The casino accused them of exceeding the €4 maximum bet per spin, despite the player's claim of adhering to the bonus conditions. We rejected the complaint because the player didn't respond to our messages and questions.

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1 year ago
Translation

Hello I created an account at Vasy Casino yesterday and played with the welcome bonus. Fortunately, I was able to win something, so that after wagering the total of €10,000 in wagering requirements, I was able to pay out €3,498.

Today I waited for an email confirming the payout, but instead of joy, I got pure shock. Allegedly, I should not have adhered to the specified bonus conditions and have played with more than 4 € bet per spin, which is definitely not true. I made more than 2500 spins and they all came down to €4! When asked by the chat, 1 single spin on 5€ should have happened, which was definitely not me and I was immediately suspected of fraud and nobody wanted to help me in the chat, it just said the decision was final.

I read the bonus conditions thoroughly beforehand and definitely observed them. I have neither played forbidden games nor exceeded the maximum allowed bet of €4!

I ask for your help and thank you in advance.

Automatic translation:
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1 year ago

Dear Sophie2003,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):


3. General Bonus Terms
3.7 All games have a maximum betting limit of 4EUR/AUD/CAD/USD/NZD or 40NOK per game round/spin during the time that a bonus is active on the player's account. This applies the entire time that the bonus is active on the player's account as long as nothing else is stated. Violation of this rule will forfeit the bonus and any winnings resulting from the bonus or other games that were completed during the bonus period.


We strongly advocate for the implementation of comprehensive systems by casinos to proactively prevent players from placing bets that exceed the maximum allowed limit. Regrettably, such practices are not yet widespread in the industry. However, it is crucial to address individual cases where players inadvertently exceed the limit, particularly when those bets do not result in a win. By doing so, casinos can demonstrate their commitment to fairness and responsible gambling.

Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

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

Best regards,

Petronela

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1 year ago

Thank you, Sophie2003, for your email. Unfortunately, I couldn't open any of the attached screenshots. Please try requesting your game history from the casino directly and forward it to petronela.k@casino.guru at your earliest convenience. Looking forward to hearing from you.

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1 year ago

Dear Sophie2003,

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.

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1 year ago

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

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