The player from Austria has requested a withdrawal and a self-exclusion due to a gambling problem in the same time. Unfortunately, the account stayed opened and the player lost all his winnings.
WinVegasPlus Casino - Player has requested self-exclusion, unfortunately, his account wasn’t closed immediately.
Amount: €1,500.06
WinVegasPlus Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
- Hello,
I paid 300 and then 250 at vegasplus and then I won 1500; 06 euros. I then requested a payment and uploaded all documents. In addition, I contacted the live chat and asked for self-exclusion due to gambling addiction. In addition, I also sent all the documents and my request to block my account and pay my credit via email to customer service.
Unfortunately I was still able to use it and lost my entire credit half a day later.
I have now asked the casino to pay out my winnings after the self-exclusion. Unfortunately, the casino refuses.
Could you please help me here? My account was not blocked although I said twice that I am addicted to gambling and would like to be blocked.
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4 years ago
Dear Stefan,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please could you forward communication with a live chat agent, related to the self-exclusion. I would like to check their response. Additionally, please forward me the email that you have sent to the casino support regarding the same request. My email address is petronela.k@casino.guru. Thank you in advance for your reply. I hope we will be able to help you as soon as possible.
Best regards,
Petronela
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4 years ago
Translation
Hello Petronela!
Thank you for your help.
Unfortunately I don't have a screenshot of the chat.
However, Vegasplus confirms receipt of the self-blocking by e-mail. I forwarded this email to you.
At the same time, I made a complaint to the casino and also made a complaint to the licensing authority. I haven't received any feedback yet.
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4 years ago
Dear Stefan,
Since you have contacted already Licensing Authority, I will leave this complaint opened for one month. Could you please keep me updated regarding the outcome from the Curaçao eGaming? If there is no answer from you, during this period, I will assume that your case got resolved and I’ll close this complaint as "rejected". If there is anything, I would be able to help you with, do not hesitate to contact me. I wish you best of luck.
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4 years ago
Translation
Good morning Petronela,
there was already a response from Playlogia -
I passed it on to you.
How to proceed here? Would it be possible - that you also send an email to the casino so that they can see that it may have an impact? So far, Curacao eGaming has not taken a position but only given the operator a position.
There is no possibility on the website to block yourself or use or.
Set deposit limit.
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4 years ago
Thank you very much Stefan for providing all the necessary information. I will transfer now your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Translation
Hello Petronela!
The casino has now offered me a bonus through customer service - the account is still active and I could still deposit.
I am also still in contact with Charles Smith, the CEO and Curacao eGaming - I am still waiting for information about my last email. Charles Smith actually claimed I canceled the withdrawal request and wasted my funds 12 minutes after I was blocked. However, it was actually more than 15 hours (not 12 minutes ..) that I then sent to him and the authorities via screenshot.
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4 years ago
Hello Stefan.
Based on our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos#self-exclusions
Limit the player's deposit isn't sufficient enough. After the player admits the addiction to gambling, the casino should as soon as possible prevents the player from playing. In my opinion, the casino should refund you all balance what was left on your account at the moment when you received a confirmation about self-exclusion from them.
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4 years ago
Translation
Good morning Petronel, good morning Matej!
I sent you an email, can you please take a look at it and give me an answer?
Thank you and a great start to the week!
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4 years ago
Hello Stefan.
By all the rules about the self-exclusion from the moment player gets a confirmation that he is self-excluded he shouldn't be able to deposit money or do any kind of bets. (lose money) My opinion is that the casino should pay you all what you lost since you were self-excluded.
However, if the casino offers you some deal, it is only up to you if you decide to accept it. Our opinion is clear. The casino should refund you all balance what was left on your account at the moment when you received a confirmation about self-exclusion from them.
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4 years ago
Translation
Good morning Petronela,
I accepted yesterday only to get the deposit back - have to call this back - I hope the casino accepts it now, I shouldn't have confirmed it at first but I was afraid to see no money afterwards :(
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4 years ago
It depends on your situation. Curacao license is not so strict in the matter of self-exclusion then MGA or UKGC. In a worst-case scenario, you can complain to the Curacao Gaming Authority. Still, from the email what you received, is it clear that they prevent you from depositing money, but not from losing the money what you have on your account. We, of course, believe this is the wrong approach, but Curacao Gaming Authority may have a different opinion. (they mostly care is T&C's of the casino were followed)
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4 years ago
Translation
Hello everybody,
I rejected Vegasplus' offer - because I think I have to be paid the full amount.
I have now communicated this to the casino and am now waiting for their answer. As soon as I hear something I will contact you.
In any case, thank you in advance for the great help, I am 100% sure that I would not have seen a single cent again without your help.
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4 years ago
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Good Morning!
the casino has now decided to repay the rest, so I get the entire winnings.
Many thanks to Casinoguru and also to Vegasplus.
Happy Easter!
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