The player from Russia had activated a bonus and deposited funds, which subsequently vanished from his account. The casino maintained that the bonus had only been valid for 5 days, and the player had activated it just before it expired, preventing him from fully utilizing it. The player had accused the casino of fraudulent practices due to the limited time to use the bonus. After reviewing the case, we discovered that the player had activated the bonus 4 days before depositing and had not met the wagering requirements in time. Consequently, the bonus expired, and the player was not eligible for any winnings. Therefore, the complaint had been rejected.
VegasLegacy Casino - Player's activated bonus disappears from account.
Amount: 1,200 руб
VegasLegacy Casino
Safety Index:Fresh casinoSafety Index
We use the Fresh casino rating to identify new casinos, for which it's too early to see how they treat their players. We give this rating to casinos that are relatively new on the market, have low revenues, and not many player complaints.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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3 months ago
Translation
Hello. I activated the third bonus at the casino and made a deposit. After a few hours, the money disappeared from my account. A few days later, customer support responded, claiming that the bonus is only valid for 5 days - apparently, I activated the bonus on 01.09.24 and deposited on 01.14.24. According to the casino, it seems like I activated the bonus on the last day of its validity, to be precise, a couple of hours before its expiration. It was impossible to utilize the bonus in this short duration. The casino is not responding to my requests, and I consider these conditions to be fraudulent.
Automatic translation:
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3 months ago
Dear dxlive86,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with VegasLegacy Casino. I have checked the Welcome Bonus Terms and Conditions, and this is what I found:
3. The welcome bonus consists of 4 parts. The player must make a deposit and wager winnings within 5 days of activating each. He will not receive cash bonuses and free spins for any part of the bonus if the deposit is made after this period. The winnings also become unavailable if the player can't wager them for the specified days. In total, the player has 20 days to activate and wager all parts of the bonus.
I understand your perspective, but it's important to note that each casino has its own unique bonus policy and reward system. A bonus is essentially a gift from the casino, and it's up to the casino to determine what rules apply.
Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.
Best regards
Veronika
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3 months ago
Translation
Where's the gift? I made a deposit, and after a couple of hours I have neither the bonus nor my funds.
Automatic translation:
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3 months ago
I am sorry but since you activated your bonus 4 days before depositing and you did not finish the wagering requirements on time, there is nothing we can do to help you. The bonus expired and you are not eligible for any winnings. I am sorry.
Due to the aforementioned reasons, this complaint will now be rejected. 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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