The player from Sweden had their account closed by Vegaz Casino after receiving an email claiming a chargeback request, which the player denied ever initiating. As a result, their ongoing withdrawal of NOK 8,000 was confiscated, and they believed the casino had acted incorrectly. The issue was resolved after the casino contacted the player and refunded the withdrawal. The complaint was marked as 'resolved' in our system.
Vegaz Casino - Player's withdrawal is confiscated after account closure.
Amount: 8,000 kr
Vegaz Casino
Safety Index:Above averageSafety Index
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6.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
I want to start a complaint against Vegazcasino.com, On June 6, 2024 I received an email from their finance department that I requested a chargeback against their casino. the result of this was that my account was closed and my ongoing withdrawal of NOK 8000 was confiscated, as they believe that I violated their terms and conditions. I have never received a chargeback from Vegazcasino.com and according to my bank there has never been a chargeback request. therefore I believe that Vegazcasino has acted incorrectly in this case and I should be entitled to my withdrawal of NOK 8000.
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2 months ago
Dear ewe1993,
Thank you very much for submitting your complaint.
I’m sorry to hear about the issues you’ve encountered with Vegaz Casino. To help us better understand the situation and assist you further, could you please provide the following information:
- Confirmation of Email: Can you share the email you received from Vegaz Casino’s finance department regarding the chargeback?
- Communication with Casino: Have you had any direct communication with Vegaz Casino about your account closure and the confiscated funds? If yes, please provide details or copies of these communications. My email address is petronela.k@casino.guru.
- Bank Confirmation: Could you provide any documentation from your bank confirming that no chargeback request was made?
- Account Status: Have you received any additional information from Vegaz Casino regarding the reasons for your account closure and the confiscation of your funds?
Your cooperation in providing these details will help us investigate and work towards a resolution.
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
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2 months ago
Translation
the casino has contacted me and refunded my withdrawal. So the matter is now settled!
Automatic translation:
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2 months ago
Dear ewe1993,
Great news :) 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 https://www.trustpilot.com/evaluate/casino.guru. 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
