Vegaz Casino - Player’s winnings have been confiscated due to retroactive changes.

I registered an account with Vegaz Casino in February 2024 and claimed a bonus under the terms and conditions available at that time. I played and won. According to those OLD terms, the maximum winnings were capped at five times the BONUS amount, which for me totaled €1,120.

Recently, however, a new rule was introduced stating that if the bonus received was 150% or more of the deposit, the maximum winnings would instead be limited to five times the DEPOSIT amount. Based on this rule, my maximum winnings would now be capped at €749.

The issue is that this new rule has been now applied retroactively to my bonus, even though I claimed it under the original terms (back in February 24). Retroactively changing the terms undermines trust and goes against fair business practices. I believe this may have been an oversight and am requesting that the casino correct this by crediting the missing €371 to my balance. I contacted Vegaz casino several times regarding this issue but they fully ignore me.

I have attached 3 screenshots: of the original terms as they appeared when I claimed the bonus (Feb 2024), the screen showing how the same part is presented on their website now and one more screen showing that the rules were updated on 10.10.2024. Pay attention to paragraph 12 of the rules (the one that was changed and is now applied to me retroactively). I am happy to provide additional evidence if necessary. I am looking forward to a fair and prompt resolution of this matter.

Let me know if this works!

Dear Mecek333A,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with Vegaz Casino and the retroactive changes to their bonus terms.

To help us gain a complete understanding of your case and support you effectively, could you please clarify the following:

• We did not receive the screenshots you mentioned in your initial message. Could you please resend them? Specifically, the screenshots of the original bonus terms from February 2024, the updated terms showing the change on October 10, 2024, and the current terms. You may forward them directly to petronela.k@casino.guru.
• Could you provide a detailed timeline of your interactions with Vegaz Casino regarding this issue? For example, when did you first notice the new terms being applied to your account, and when did you begin contacting them?
• Since you initially claimed the bonus and played in February, could you clarify whether you attempted to make any withdrawals at that time? If not, could you explain why you waited until now to request a withdrawal?

Your cooperation is crucial in helping us proceed with this case. Without your detailed input and supporting documents, we won’t be able to move forward in advocating on your behalf, and we want to ensure we have everything we need to assist you.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello and thank you for reply,

for unknown reason I am having issue to upload screens here in conversation. I will forward it to email petronela.k@casino.guru .

That is true- I registered and played at the casino back in February 24… Since then I made several hundred bets but mostly that account of mine was dormant. It was this month only when I decided to cash out from this casino. Then they deducted a big portion of my balance using the terms which were introduced at their website on 10 of October 24. This is when I contacted them explaining my position. They never replied to my several emails.

Hello. Casino just returned the missing money. And I made withdrawal.

Dear Mecek333A,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru