The player from Spain is complaining about having his bets rejected due to technical issue. As the player has closed his account, we ended up rejecting this case.
WinVegasPlus Casino - Player has been experiencing technical difficulties.
Amount: €6,000
WinVegasPlus Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.5
WinVegasPlus Casino has a Safety Index of 2.5, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Hello, very good afternoon, I am getting in touch with you to inform about this casino, "VEGAS PLUS".
Since I have seen the score that you have given, and it does not seem fair.
I started playing here, about two months ago ... after the score you gave it, I trust and enter this casino.
Great at first, good customer service ... good amount of games, good bonuses ... all good was just the type of casino I was looking for.
About a week ago, I started having problems; I indicate that my strength is the live game, both blackjack and roulette or contest games; I had the problem in CRAZY TIME, at first I caught the odd good prize ... but then I continuously got the message "BETS REJECTED, there is a temporary problem with the game server" ... one thing is that a or twice, I can understand ... but there were many more! And what a coincidence that it was always when a bonus came in, and with a good multiplier.
More or less the calculation I have made is ... that I stop earning more than € 6,000. This is something that I complain to the casino, and that they have not solved me and they have not given me any explanation, I consider that if they are problems that they themselves have (which I do not believe) they should notify the players, or suspend the game temporarily.
Another thing that they have very against, are the refunds, they tell you that they are processed in 24 hours, which is not true ... they encourage you to cancel the refund by allowing more than 72 hours to pass.
I think it is something that you should inform people like me, who get information from casinos before entering ...
Thank you very much, and I hope that my information is transferred to whoever is interested.
Automatic translation:
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4 years ago
Dear Pedro Luis,
Thank you for submitting your complaint. I’m very sorry to hear about your bad experience. Could you please forward any supporting evidence, such as screenshots or videos along with any relevant communication between you and the casino to petronela.k@casino.guru?
Furthermore, please advise if it were an isolated incident or over what period it’s been happening? Was it on both games, roulette, and blackjack too?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
Good morning, how do you tell me, I'll send you screenshots.
It only happened to me with CRAZY TIME, and it was in a short period of time, like in two days.
I also tell them that I stopped playing, in fact I requested the account closure, because honestly, it seemed like a joke; and even more that they did not answer me and gave no explanation.
Thank you.
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4 years ago
Dear Pedro Luis,
Could you please forward emails or screenshots showing that you have sent requests for your account closure? Did you specify in those requests for how long you wish your account to be closed and why? Thank you in advance.
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4 years ago
Translation
Good morning, as requested, I am sending you the entire conversation and request for account closure.
Greetings and thank you.
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4 years ago
Thank you very much, Pedro Luis, for forwarding the relevant communication. I’m not sure if your request has been sent to the correct email address. I have checked terms and conditions, and this is what I found in regard to account closure https://www.vegasplus.com/en/:
"You have the right to close your account by making a request to our Customer Service Team."
I would suggest sending a new request to the abovementioned email. Please let me know when your account will be closed. Looking forward to hearing from you.
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4 years ago
Translation
Hello again, the address is correct; since if the account has been closed.
I think my request has not been well understood, I just want you to let other people like me know my circumstances, who agree to see the reviews of other casinos on your page, and you take it into account when giving the score to this casino.
If you, for your part, want to make it known to the casino, I also see it correct.
Greetings and thank you
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4 years ago
Thank you very much, Pedro Luis, for the update. Do I understand it correctly that your account has been closed?
Do I have your permission to close this complaint since you won’t be using their services anymore, or there’s anything else we could help you with? Thank you in advance for your reply.
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4 years ago
Translation
You can close the complaint, but are you going to send it to the casino? Are they going to take it into account in their scores?
That is why I contacted you, if not ... this will be in vain.
Thank you
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4 years ago
Thank you very much, Pedro Luis, for getting back to me. Please understand we can’t lower down the casino’s rating over a technical issue which has appeared for 2 days. Subsequently, you have wrote that you wanted to let other players know about your experience and your complaint still will be visible between rejected complaints.
Unfortunately, since you’ve closed your account, I’m afraid, there is not much we can do for you. I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will reject this complaint now. Thank you for your understanding.
