The player from India had won in slot games at Vegaslegacy casino. When he attempted to withdraw, his account was blocked on the grounds of allegedly having multiple accounts. The player had denied having multiple accounts and had received no communication regarding the situation. After we reviewed the evidence provided by the casino, we found that there were indeed multiple accounts linked to the player. Consequently, we believed the casino's actions to block the player's account were justified and thus, the player's complaint had been rejected.
VegasLegacy Casino - Player’s account wrongly blocked due to duplicate accusations.
Amount: 16,600 INR
VegasLegacy Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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2 months ago
So I had some money in slot games in Vegaslegacy casino. With real money, no bonus involved.
When I went to place withdrawal, it asked for kyc. So I filled the date of birth which was not filled in yet in the profile section.
After that I suddenly got logged out. I contacted the customer support and they told me that my account was blocked because I had made multiple accounts on Vegaslegacy, which is not true. Its my sole account there which I had created about 2 weeks ago.
I did not receive any email or anything regarding my account blocking.
Please help me out.
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2 months ago
Hello Manish262,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with VegasLegacy Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise how much did you deposit into the casino in total and how much was your real money balance when it got blocked? When was the last time you spoke to the casino and what was it about? Did they provide any evidence of you having multiple accounts?
Looking forward to your answer.
Regards,
Nick
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2 months ago
I had deposited 2000 inr in total.
A total of 16600₹ real money got blocked.
Last I talked to them yesterday and as you would be able to see in the screenshot I had attached with my previous comment, they bluntly said that I had made multiple accounts on thier platform so they are blocking my account. And then they closed the chat without letting me say anything.
And they did not provide any evidence of me having multiple accounts.
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2 months ago
Thank you Manish262 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 months ago
Hello there,
Thank you Manish262 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask VegasLegacy Casino for their help in resolving this complaint. We would like to ask if you could provide us with evidence of multiple accounts to my email. (peter.c@casino.guru)
Thank you!
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2 months ago
Dear Manish262, I got in contact with a casino representative who provided me with evidence of multiple accounts. There were several identifiers of this therefore we believe the steps the casino has taken are justified. Due to this reason, we will reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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