Vemapostar Casino - Player’s winnings were confiscated.

Good morning,

My account on vemapostar.com is gairense19. I registered a few weeks ago and have made numerous deposits, totaling 4500 euros. I've had wins and losses as per usual. At the time of my deposits, I selected some of the bonuses offered by the site, some of which I lost and some I won, always meeting the site's required rollovers and maintaining compliance.

At one point, when I wanted to withdraw my funds, I had about 12000 euros in real balance. I verified my account and requested my first withdrawal.

From here, they opened a ticket, stating that all the bonuses I had won were canceled and they removed about 2600 euros from my account, allowing me only to withdraw the remainder.

I respectfully request that my winnings be returned to me. I deposited, bet, and won while utilizing some of the bonuses - yes, but that is what the site offers and advertises at the time of deposits. I met all of their requirements. 

Thank you

Dear gutabergue10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the offer.

Did you receive any clear explanation regarding the confiscated winnings? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

The casino offers bonuses on the first 4 deposits (welcome) and also offers a bonus on the weekend, these were the active bonuses, on the first 4 deposits I activated the bonus in relation to the promotion, just like on the weekend. I send promotions relating to them .

the casino claims that I am a "bonus hunter", this is illegal, I deposited the bonus with offers from them, spent money to meet the mandatory requirements and fulfilled everything until the bonus balance became a real balance and continued playing.

Meanwhile they withdrew the 2600 euros claiming it was a bonus, I wonder if we can't win because they offer these bonuses in question, it's bad marketing, because as soon as we manage to meet the requirements they withdraw the balance.

Thank you very much for your reply, gutabergue10. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good morning, I am attaching the conversations with Vemapostar, I only have these conversations

An attachment was missing, the last response I have from vemapostar.com

Thanks

Thank you very much, gutabergue10, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, gutabergue10,

I am sorry to hear about your problem, and I am sorry for the delay (days off). I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Vemapostar Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the disputed winnings been confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary supporting evidence to my email address (branislav.b@casino.guru).

However, if the player played in his own name, fully verified himself, and complied with all the Terms and Conditions (or the casino allowed him to play with the bonus(es) in question and he met all the requirements while no other rules were breached), there is no reason to confiscate his winnings. If the casino suspected him of something, they should not have given him other bonuses.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Just extending the timer by a few business days (until the end of the next work week - Friday) as I received a new contact who could help us. Let's wait and see if that is true.

Thank you for your patience and understanding.

Dear gutabergue10,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Curaçao Antillephone N.V.) and submit a complaint directly to them. You can find more about their complaint process HERE. In case of any questions or news, do not hesitate to contact me at branislav.b@casino.guru.

The casino can reopen this complaint anytime, and if it decides to use this option, you will be notified by email.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru