Wild Vegas Casino - The player's winnings were voided.

I redeemed a coupon for 20.00 free chip and 10 free spins on may 21st at 6:26 pm played with it won and requested a withdrawal. They asked me to make a verification deposit I did. I woke up today and it has been cancelled because they said I redeemed the same bonus twice in a row. My transaction history does not show me redeeming this bonus twoce. And in the chat the agent said I redeemed the bonus at 6:26pm and again at 6:27pm. Which doesn’t show on my transaction history. And how is it possible to redeem a coupon for 20.00 and ten free spins and play through it and redeem it again in one minute? It’s not possible. The support agent provided me with the original redemption which shows on my transaction history and then showed me one for a minute later that doesn’t show up on my transaction history. They obviously have made this up as the site won’t let you redeem the same code twice anyway I know that for a fact.

Hello bjacob1642,

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

Could you please advise if your account is already verified and if yes, since when exactly? When was the last time you deposited into the casino before the one you made to be able to withdraw your current balance? Is the R686H bonus different from the Free spin deposit bonus in sum of $12 visible on the screenshot you provided?

Based on the live chat you provided, the issue is not claiming the same bonus twice but using 2 different no deposit bonuses in row without any deposit. Some casinos does not allow players to claim multiple bonuses if they did not make any deposit between them and they have the right to void the winnings if it happens.

Looking forward to your answer.

Regards,

Nick

So I am verified as soon as I made that deposit it verified me. If yo look at the bonus it was a 20.00 chip with 10 free spins with it. So I redeemed the bonus and the second one he’s talking about is the completion of the free spins that came with the same bonus. When I tried to point this out he told me that I have two accounts which I don’t and that’s the reason why they aren’t paying me out. The free spin deposit that was approved was what came with the bonus that’s why it has the same time as the bonus in it

Hello bjacob1642,

Can you please clarify when was the last time you deposited into the casino and how many no deposit bonuses did you claim since then?

So they resolved it and have approved my withdraw sir thank you

Dear bjacob1642,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru