Wild Vegas Casino - Player's winnings were confiscated due to country restriction.

i played with à no deposit bonus code which was accepted then the casino ask to verify my id and to deposit i did that after depositing and completing the wager asked they refuse to pay because the country is excluded so why asking for à deposit in the first place and my passeport in the end they refuse to pay

Hello kessoulsara90,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with xxx Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you entered your country of residence during registration? Where exactly did you claim that bonus? Did you deposit any money into the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

yes i did mention my country and i deposit i wager the bonus but i submitted my documents every thing was ok i submitted my passeport untill the withdrawal the casino refuse to pay because of my country but the casino accepted my deposit

i claim the code in algeria i talk to the casino via chat but they refuse to pay i sent an email and iam waiting for response they told me the system sometimes does not work i will attach the screen shot

Hello kessoulsara90,

As I could not find anywhere on the casino site that your country of residence is restricted from receiving any bonuses, I will be forwarding your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

thank you so much Nick for tour effort iam looking forward for à response thank you so much

Hello there,

Thank you kessoulsara90 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wild Vegas Casino for their help in resolving this complaint. We would like to know why was the player's withdrawal refused if their country is not in the restricted list.

Thank you!

hey peter thank you for the help i appreciated and waiting for their response thank you again

Greetings,

I have had the opportunity to review the situation and it appears that, yes. Players from Algeria are not eligible to redeem and play free chips unless issued by the casino, this should have been blocked on the casino end and will be reviewed to prevent future such incidences. However we have a secondary issue here, it seems there are multiple accounts for this player in the casino system contrary to the terms and conditions of the casino. I'm afraid due to this circumstance there is little that can be done to assist.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Wild Vegas

Dear kessoulsara90, Nick has provided me with evidence of multiple accounts, therefore, we believe the steps the casino has taken are justified. Due to this reason, we will reject your complaint now. Thank you for your understanding, please do not hesitate to contact us if you run into any issues with this or any other casino in the future.