Vickers Casino - Player’s account has been suspended after winnings.

I joined vickers casino tonight all was fine deposited played the slots for over an hour.Won £150 withdrew it then tried to log on my account was suspended I emailed them and they have blocked my emails.I don't seem to be able to find a decent casino I'm just going to give up kind regards Melanie

Dear meljard73,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Vickers Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you provided your identity documents for the KYC verification? Have any of your documents been approved by the casino?

Have you received any information from customer support as to why your account got suspended? Is it a temporary or a permanent suspension?

Have you accumulated your winnings with or without an active bonus?

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

Best regards

Veronika

Good morning I wasn't asked for any documents and no I never had a bonus I just deposited £20.00 played for over an hour withdrew £150.00 and put a lovely review on trustpilot I will be removing.i left some money on and went back to play I couldn't get back on.Then I emailed and they blocked my email kind regards Melanie

Good afternoon vickers have sent £150.00 my withdrawal but my £29.58 balance has not been returned and they have blocked my account so I can't withdraw it

Thank you very much, meljard73, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thankyou

Hello there,

Thank you meljard73 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vickers Casino for their help in resolving this complaint. We would like to know why was the player's account suspended and what can we do to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the IBAS – an alternative dispute resolution service (https://ibas-uk.com/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter