VasyCasino - Player's deposit issue and account closure at VasyCasino.

hello I have a problem with the dishonest casino vasycasino (mountberg group) because my first deposit of 30 euros per card was canceled on vasycasino but counted on my bank account on July 14 and I sent my bank statement on July 17 and still nothing and also 3.14 euros on the balance of my vasy casino account closed when I wanted to make 1 other casino account monte crypto also mountberg group (system error at registration???) which closed my vasy casino account on July 21 despite my kyc verified on July 10 successfully and also again verified on July 21 successfully and therefore this casino is very dishonest and I would like you to help me by putting pressure on this casino to oblige them to refund my deposit 30 euros canceled on vasycasino but counted on my bank account and to recover the 3.14 euros on my vasycasino account which has been closed my email address on this casino is max_haddad@outlook.fr and pseudo max13 thank you very much for your help my best regards

Dear max45658665,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise if it was your first deposit in this casino? Please forward your payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

 

hello it was my 1st deposit in this casino and on August 7th they put back the 30 euros of the deposit in my balance but as the account is closed I asked that they transfer my funds from my balance to my card with which I had made the deposit or by bank transfer but they asked me again for the kyc already approved on July 10 and July 21 as by chance... and so on their link I sent my passport and in step 1 and put my face in a circle in step 2 and today August 10 as by chance... they say the document must not be modified in any way and must be subjected to a good light. so it was the same document of my iphone when kyc were approve july 10 and july 21 the emails that my kyc was already approved on July 10 and July 21 obviously this casino does not want to pay my funds and so I redid this kyc verification today August 10 this time with my identity card instead of my passport but at my opinion they will still find an excuse thank you for being able to help me to oblige them to pay the funds of my balance of my closed account and that they stop finding pretexts as much as my kyc was already checked 2 times and that even 1 time is enough like for example 1xbet but I still agreed to redo the kyc verification on August 7th with modified passport excuse and bad light... and today August 10th with my identity card but I'm sure they will still find an excuse I send you my passport and 2 selfies for my good faith and their message (excuse passport not good light and modified...)and the 2 emails of july 10 and july 21 of my kyc ever approved... (in the 2nd chat with you because it's writed maximum attachment) in other chat here it's really a shame and a scam this casino moreover 3 weeks ago I filed a complaint with curacao egaming but nothing advanced (just received confirmation email that it was sent to them my request) and I also complained to certria@gaminglicences.com and info@gaminglicences.com and complaints@gaminglicences.com playercomplaints@mountberg.biz but here even after an acknowledgment of receipt as if it were ghost...best regards

hello I have just received another email that this time my identity card is not good because they still ask for the photo of the passport which had been refused before with the pretext of bad light and modified? while during the first 2 kyc of July 10 and July 21 it had been approved with this same passport photo each time they find a pretext and you have seen that the photo of emon passport was clearly visible as an attachment here is the screenshoot in french d their email as proof that they are looking for pretexts... thank you for your help best regards

hello those are the 2emails of my kyc ever approved with the same passport july 10 and july 21 because maximum attachment in precedent chat and also my identity card they have just refused with excuse '' we asked the same document passport '' in despite identity card like driver licence is allowed... after the problem excuse of not good light on passport and modified?? and i have again send my passport but i think they will find again an excuse thank you of your help best regards

Thank you very much, max45658665, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you max45658665 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask VasyCasino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

hello after to have send my passport again august 10 (and before excuse passport not good light/mofified?? so you see y passport is ok in precedent message and even my identity card that you have seen in precedent message no good because they have asked passport so identity card and licence driver are ok too) it's always pending so normally my kyc is already checked july 10 and july 21.... you see the scam... thank you to forced them to pay my 33.14 euros of my balance of my account closed on the card that i have used on their casino thank you very much for your help Peter best regards

Dear max45658665, I was in contact with a casino affiliate who stated that after you sent a new ID picture, the casino's finance department has now sent back €30.14 to your bank account. Can you confirm that the money arrived in your account and that you no longer require assistance? Thank you in advance!

hello they are joking of me and also of casino guru because they have said they have sent on my card the withdrawal august 18 (that i have played with this card for deposit) but i have nothing receved so normally i receved payment by card instantly with my bank revolut with other casinos (that you advise in casino guru) and even before my account vasycasino was closed whithout reason (maybe because i have won...) the withdrawal with the same card was also instantly in my bank revolut so they have lied and they have send me nothing you can check by asked them the recept of payment for my withdrawal but they won't give you thios proove and i can send you the proove by my bank revolut i have nothing receved by bank statement and screenshoot of my virtual card on my bank revolut thank you to have tryed to help me and to try again to help me cadisno guru is the best directory best regards

The casino has made the payment today, it can take up to 48 hours for the money to appear on your account. You should also receive a confirmation in the mail, lets us know when you receive the funds or if you require further assistance. Thank you in advance!

hello the payment have not been made today august 21 but august 18 and i have always not receved the funds and so normally the withdrawal by card arrives instantaly on my bank account revolut ech time and there nothing in 3 days so i wait again 2 days and if yet nothing i will contact you but I'm nearly sure they have not send the funds best regards

hello I still have not received my withdrawal of 30.14 eur that vasycasino told me that it was done by card on August 18 (screenshoot) and even if it was finally done on August 21 as you told me that vasycasino told you it's been 48 hours and I still haven't received it while normally card withdrawals are always instantaneous with my bank revolut thank you for intervening by asking them for proof that they made the payment on my card that I was using to play on vasycasino thank you very much for your help best regards

Dear max45658665, I would recommend contacting the casino on the 28th as stated in the email, and provide them with the transaction statement if the money doesn't arrive until then. Let me know if there are any further developments.

hello Peter ok i will contact the casino 28th with my transaction statement for august 18 to august 28 becaus ethey have said they have make withdrawal august 18 in answer to me and august 21 in answer to you best regards

hello Peter I sent today to vasycasino my revolut bank statement associated with my mastercard that i would have must to receive my payment of 30.14 € which had been said to be sent on August 18 but i have nothing receved I am also sending you my bank statement for the month of August (pdf not working here but i can to send you it to your email ) and you can see that there is no payment from vasycasino of 30.14€ here is also the answer from my bank in the revolut chat that no payment has arrived (in French) so I asked vasycasino to pay my winnings by bank transfer instead of by card because it does not work in the best case but I rather think that they did not do it thank you for obliging vasy caisno to pay my gain of e30.14 € by bank transfer and that they provide you with the proof that the bank transfer has been made to my revolut bank please thank you very much best regards

hello Peter i have sent yesterday my account statement of august of my other bank Bunq (account without card) that i was using with other mountberg casino viggoslots who is not concerned by the fact that i have not receved my winnings of 30.14 euros by card on my account revolut associated at my revolut card that they know it's my revolut card when in the past i had done the check of card revolut with succes...

and today they have sked me again mt account statement of my other bank bunk even if it's not he bank concerned but this time of jully and august so i have just send them that for they see there is not my winnings of 30.14 euros also on the other bank bunq not concerned... especially i have not card on bunq it's just a saving account without card with the right of 2 bank transfer by month that i used only when my iban revolut LT is not accepted with social security and that i was using also with the other mountberg casino viggoslots who did not accepted revolut iban because at this time in the past there was not withdrawal by card on viggoslots

and so i hope really vasycasino after check i have not receved my winnings of 30.14 euros not on revolut and not on bunk who is even not concerned... that they will be honest and they will send my winnings of 30.14 euros by bank transfer on my banq bunq like with viggoslots 0 problem because their sytem card ''interkassa'' for to pay winnings by card is not working on my bank revolut associated at my revolut card but in the past their system ''quickpayout'' was working perfect for to receve winnings instantaly I don't know why thaey have changed... best regards

i don't stop to send my bank statement account of my bank revolut an dof my other bank bunq tha ti had used with other staff mountberg viggoslots and each time they find a pretext by exemple my bank statement of my bank bunq they have asked me transactions of july 20 to august 30 and i have send transactions of july 1 to august 30 so it's better but they don't accept ... it's a scam...

hello no more news for 3 days after to have sent many bank statement several times... and i'm always not receved my winnings of 30.14€ , vasycasino is a big scam thank you to help me best regards

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.

hello the casino don't want to pay my winnings of 30.14€ despiste i have give them all my bank statements it's a big scam thank you for intervening please best regards

hello vasy casino has told me a pretext tha tmy bank must to check the trnasation number RRN by card and my bank had told me after to check their transation number RRN that i have not receved my winnings of 30.14€ by card and my bank told me that vasycasino must to remake the withdrawal by bank transfer and not by card because it's not working but vasycasino do nothing those are the 2 prooves of my bank revolut thank you to help me best regards

Vasy casino is a big scam no answer...

hello casin o guru can you try to contact vasy casino because no answers of vasycasino despite of my prooves i have nothing receive please? thank you best regards

Dear max45658665, 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 Antillephone Gaming Authority (complaints@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.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter