Vegas Wild Casino - The player's winnings were voided.

Played a few bandits with a deposit bonus and managed to accumulate over 38 grand. When I came to withdraw my winning I was told that two weeks previous I had broken some terms and conditions by spinning a bandit on £12.5 per spin. When the maximum was £10. However I never new this nor did it tell you this when you put it up to 12.5.

why would they let you put it up and above this amount If by doing so you lose anything you win. It doesn’t make sense. Like I say I broke the rules on 17/12/21. And I won the money in 27/12/21

Hello Liam,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Vegas Wild Casino. Please allow me to ask you a few more question before we would move forward.

Are you aware of that bet over £10 or are you able to access your betting history where you can confirm that?

Please note that if you or the casino can confirm that, there isn't anything that we would be able to do as the following term applies from this page https://cdk.vegaswild.com:3072/Lobby.aspx?SkinId=1 :

"8. In the interest of fair gaming, a maximum of $10 per bet rule applies (unless specifically mentioned otherwise). Breaking this rule during a bonus playthrough will cause your winnings to be voided."

Unfortunately, when you register, you agree to all the casino's terms and if you breach them, the can void your balance.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

Hi thanks for the speedy reply. yeah they sent me the part in the terms and conditions that said if you spend over £10 it will be voided.

so I asked them to send prove that I was still using a bonus at that time as I wouldn’t have put it up to that amount without winning a substantial amount first. I believe I would of met the play through requirements and used any bonus before this.

like I said I’ve asked them many times for proof. But thay just keep telling me that I broke the rules

unfortunately my account has been stopped. So I can’t check the betting history.

plus I accumulated most of this money on the 27 of December. And there saying I broke the rules in the 17 of December. But some of the money was linked.

they just seem unwilling to prove it in any way

thanks again.

just to add I made a further 2 deposits to the site after I apparently broke the rules

Hi just notice you have the wrong casino it’s vagas wild

https://cdk.vegaswild.com:3072/lobby?SkinId=1

thanks again

Hello Liam,

Thank you for all the information. The casino is right it just seems they have updated their logo since then - we will update it too as soon as possible.

Well, without proof it will be hard to move on with the case so I will now forward your complaint to my colleague Tomas who will be assisting you from now on and will try to get in touch with the casino.

Best luck resolving it.

Regards,

Nick

Hello Liam!

I will take care of your complaint from now on. I would like to ask representatives of

Vegas Wild Casino to provide us with the relevant game history, so we can evaluate it. Please, send it to my email address (tomas@casino.guru)

Hi thanks for taking your time to help me. Unfortunately I can’t log onto the account because it’s been closed

i have asked them to prove I was using bonus funds and that I actually broke the terms and conditions but that won’t send me any.

they just keep telling me I broke the rules rather than send the relevant history.

I also made two further deposits without any bonuses linked to them after this date. So I’m completely dumbfounded as to why I can’t withdraw my winnings please help if you can.

Hello Casino Guro and Liam,

We have explained multiple times via phone and emails to Liam this decision and why his winnings got voided. We will just explain once more here.

Before meeting his wagering requirement he placed bets of 12.50GBP on the game God Of Wealth. The maximum allowed bet while wagering a bonus is 10GBP and all rules are stated on the front page in the website. The casino does not have any automatic bonuses, in order to claim a bonus on deposit the player has to redeem a coupon code and this is exactly what Liam did. He did not read the T&Cs and the casino is not responsible for this or any part of his game play, those decisions were made solely by him.

Each player has access to his game history when he is logged into his own account, Liam requested closure of his account and therefore he has no access. We have emailed both Casino Guru (Thomas to the email you stated above) and Liam the game history, you will see that he was in the early stages of his bonus playthrough (only 9 minutes into his session) when he raised the bet to 12.50 and continued to play like this until the wagering completion. The bonus he used was WILD-WINNER 110% + 30 free spins, wagering requirement is 20 times (deposit + bonus), you can calculate the bets from his game history and see that he was still wagering his bonus when he started playing with 12.50GBP bets. All further winnings were accumulated from this same (deposit + bonus) and therefore they got voided, deposited funds (50GBP) were refunded back to Liam.

The 2 follow up deposits were lost on the games and are not connected to any winnings.

Vegas Wild Casino

Hello all,

I've received the game history. I will go over it today and give my evaluation shortly.

Thanks for this still don’t know why it took over ten days to tell me tho. I tried to withdraw on the 17th but stayed pending for several days.

them winning on the 27th seems unfair. Surely they should honour a some winnings as £37000 was accumulated on the 26th 27th.

plus if I didn’t win they would of never said anything. So this could of happened every time I’ve deposited. But bexouse I lost it didn’t matter.

they surely can’t have it both ways.

mid they can get away with not giving me this money.

I want to go through every deposit I made and if I broke the rules I want all my money back.

as I said I always spin on a big stake because I knew nothing about this rule

thankis for your time. I can’t thank you enough

Dear all,

I would like to ask the casino for the complete game log, from the point where Liam started to play with the bonus including the two deposits mentioned, up to the point where he won on 27th and decided to withdraw. Much appreciated.

Hello Thomas,

The file i sent you contains the the whole game history that you need for this case. From the moment he plays the free spins until he completed the wagering. He requested his first withdrawal for 1,000GBP 30 minutes after the deposit, everything from this moment is him cancelling and requesting new withdrawals, increasing and dropping the amount and this lasts 10 days. By the time we processed the withdrawal he had won those 38,000GBP, but its the same source of winnings. The amount is irrelevant, it doesn't matter if he had 1,000GBP or 38,000GBP the fact that he violated the T&Cs will still take place. I am sure that this will be the decision of every online casino.

The 2 deposits he is referring to were made on 19th of December while he had his 1,000GBP withdrawal in pending. He lost those 2 deposits on the games, then started cancelling his pending withdrawal 10 times dropping and increasing the amount. I don't see how you seeing those 3,000 or more pages of bets will change the fact that he made bets of 12.50GBP while wagering his bonus.....all those bets are not taken into consideration and don't play a role in the decision.

Liam made a successful withdrawal from the casino a month earlier for 2,275GBP, he played in cash and his winnings were paid in full. The max bet rule applies only if you are playing with an active bonus inside the balance, which clearly is the case here.

For this withdrawal there is nothing more to discuss, he violated the max bet rule in the casino while wagering a bonus and our decision is final and according to the rules of the website.

Regards,

Vegas Wild Casino

Just too add I tried to withdraw several times and left it for several days so they had plenty of chances to warn me I was playing for nothing if indeed I broke the rules.

seems to me like they were waiting for me to lose.

not sure why they won’t send the full log tho

thanks for this Thomas.

I really do appreciate your time.

Hi Liam,

We were not waiting for you to lose or win, again in the T&Cs you will see that it can take up to 4 working days to process withdrawals depending on the amount of cash out requests we have. I will remind you that you were playing during the Christmas holidays and this is why it took more calendar days. Furthermore you were constantly cancelling and requesting new withdrawals and by doing this you reset the whole process. The first time you left a withdrawal in pending for more than a couple of hours was on the 24th of December, we are unable to process any payments on non working days and right after the holidays when we were able to make payments you were informed about the decision and breach of the rules.

As for the full log, you have game history of like 3000 pages, sending this via email is close to impossible. But most important - it is irrelevant, the bets and winnings you made after the wagering completion are not taken into consideration and have nothing to do with the withdrawal. I believe I made it clear that while wagering you made bets higher than the allowed maximum, from there it doesn't matter what you played, how much you bet, how much you won or lost. Those bets caused all your winnings to be voided and balance removed as it was from the same deposit + bonus.

I am sure that you play in other online casinos and all of them will have a maximum bet rule while wagering a bonus and most of them will have less than 10GBP as allowed maximum. Make sure to read the T&Cs in every online casino as they are different and each website sets its own rules and terms.

Take care, Liam. We are sorry for how this turned out, but rules are rules and they apply for everyone.

Vegas Wild Casino

Hey just wondering if you managed to check the history thanks again

liam

Hello Liam,

I am in contact with the casino via mail and I have asked the casino for some more evidence. Please, be patient.

No that’s perfect thank you so much

Hello Liam,

After going through the evidence from the casino, I must conclude that the casino was justified in confiscating your winnings.

Unfortunately, the whole of the 38000 originates from the balance that you gained by breaching the max bet rule. After you deposited twice and lost the deposit on the 19th, you canceled your withdrawal request which contained this voidable balance of 1000 GBP. The winnings that followed couldn’t have been won without this balance.

Therefore, whatever winnings you gained afterward were subject to forfeiture. Unfortunately, this was found out only after your big win.

I am truly very sorry we couldn’t help you in this case. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.