The player from Germany had his account blocked without further explanation. The remaining active balance is still held by the casino. There was a technical issue but player got his winnings.
WinVegasPlus Casino - Player’s account has been disabled.
Amount: €1,500
WinVegasPlus Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
While looking for an online casino that accepts Mastercard deposits, I came across Casino vegasplus via the website https://www.spielhallentest.com/ (https://www.vegasplus.com/de). I first informed me about the casino here https://de.casino.guru/vegasplus-casino-rezensions and, based on the positive review, registered there on Tuesday, April 6th.
I deposited 100 euros and received 100% bonus money. After I had completely gambled away the stake and bonus, I successively deposited another 400 euros without a bonus. These were debited from my credit card account on Thursday, April 8th.
I made huge profits as a result. Since this casino only allows a withdrawal of EUR 1,500 per week, I wanted to make a withdrawal when this limit was reached. But then I had to find out that a payout is only possible after the KYC documents have been fully verified. So I have the necessary documents (ID, proof of address, credit card) on Wednesday, April 7th. uploaded. Then the usual procedure began and some documents (which I had already successfully used at other casinos) were rejected. I've re-created and uploaded this. On Thursday, April 8th, the documents were accepted and I was able to order the payment via bank transfer ("We have successfully received your payment request. The current status of your request is" Pending ". The transaction should be processed within 24 business hours As soon as this happens, you will receive an e-mail from us. We will keep you up to date. ").
In addition, on April 8th, I received a call from a Vegasplus casino manager on a Frankfurt phone number who offered me a bonus. This happened even though I did not consent to the advertising measures.
On Friday, April 9th, I received the following cryptic email
"Withdrawal request denied
Hello xx, Unfortunately your withdrawal cannot be processed at this time due to the need to play the amount of your first deposit as per Terms and Conditions 7.2.
Please log into your account and make sure all the details are correct, then resubmit your request.
Many Thanks,
The VegasPlus team "
The GTC 7.2 are:
"Every real money deposit is subject to the internationally recognized AML (AML = Anti-Money Laundering) rules. This is a security regulation that aims to prevent international money laundering. Therefore, we will in case of withdrawal requests regarding funds that are not used for betting who have refused to withdraw. "
????
Since then, it has no longer been possible to log into my account. A message appears, "Your account is blocked for security reasons. Please contact to unblock it".
Although the mail didn't say who to contact, I tried to chat. The support replied in the chat that the account had been deleted and that I should send an email to support kundenservice@vegasplus.com.
I did that on Friday, April 9th, except for the message that a ticket had been created but got no response.
Automatic translation:
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3 years ago
Dear Frank,
Thank you very much for submitting your complaint and forwarding all the relevant communication. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please confirm that your account has been blocked on the 9th of April?
Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Hello Petronela,
thank you for supporting me.
The account was probably opened on April 8th. blocked. In the meantime, however, it has been unlocked again and I can log in again. The account balance is 0.00 euros (!), Which means that the credit I tried to withdraw last week has disappeared.
The casino wrote me the following two emails today:
Hello xx, your deposit is blocked. You need to upload these documents. (...)
I hope that I could be of service to you
We are always happy to answer any further questions you may have.
friendly greeting
Hello, xx, I spoke to senior management. You communicated this to me:
Their credit card seemed suspicious to them. Please send a fresh copy of your credit card.
I have not received an explanation of what happened to my balance. I have uploaded copies of my credit card again and am excited to see the casino answer.
Best regards
Edited
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3 years ago
Thank you very much, Frank, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Frank,
I looked at your complaint and will do my best to help you. I would like to invite Vegasplus Casino into this conversation. Dear Casino, can you specify why did you block player's account, please?
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3 years ago
Translation
A lot has happened yesterday. First I received a mail from support: "Hello, xx, I spoke to the senior management. You told me this: Your credit card seemed suspicious to you. Please send a new copy of your credit card."
And after I correctly uploaded photos of my credit card after 2 more attempts:
"Hi xx, Finance just announced that all of your documents have been approved and your balance is back."
Then I re-initiated the payout of the credit yesterday at 11:02 am:
Hello xx, we have successfully received your withdrawal request. The current status of your application is "Pending". The transaction should be processed within 24 business hours. As soon as this happens, you will receive an email from us. We'll keep you up to date.
I am curious to see if and when the payment will be made. In my opinion, the 24 business hours are long over.
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3 years ago
Hi Frank,
I am sorry to hear about your experience at VegasPlus Casino.
It seems there was a technical issue, However your funds do show in your account and your withdrawal should be reviewed and processed after the weekend.
Looking forward to hearing from you and closing this case.
Best Regards
Jenifer Wilson
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3 years ago
Translation
There have since been another two days without a response from the casino. The payout of my credit, which I won 2 (!) Weeks ago, is still "pending".
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3 years ago
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On April 18 I wrote to the casino again:
Dear Sirs and Madames,
Last Tuesday, April 13th, after completing my documents, I submitted an application to pay out my
Provided credit. Lt. ua Mail, processing should be completed within 24 hours.
Unfortunately, the withdrawal request still has the status "pending" after three days. Could you please tell me,
when will the application be processed?
thank you very much
and get the following answer:
Good morning xx
You submitted your withdrawal on April 13th.
Within 24 hours, it is only exempted, but not approved, by the finance department.
Our finance department doesn't work on weekends.
That means you have to withdraw on Monday.
friendly greeting
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3 years ago
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Today I asked again about the status of my payout and received the following answer:
Hello Mprgen xx
The management decided at short notice to change our bank and also the system so that it would be faster for the customer.
With the old bank we sometimes had problems with payment delays.
Because of these changes, your withdrawal can be processed and approved within 10-14 days.
You can try an alternative withdrawal option. In your account being withdrawn you can see that withdrawals will not be made to banks if such an option is available for your region.
But we hope that from next week everything will be back to normal.
friendly greeting
That doesn't sound good, does it?
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3 years ago
Hi Frank,
Yes that is correct we have changed banks and have a bit of backlog in paying all the withdrawals.
I ask you to have a little patince with us due to the change in banks, but we will get to your payment and it will be approved and you will receive it as soon as possible.
Best Regards
Jenifer W*****
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3 years ago
Translation
Today the payout was carried out according to the casino's email:
PAYOUT PROCESSED
Hello xxx,
Your payout is on its way to you!
We are pleased to inform you that your withdrawal request has been successfully processed.
The money should be in your bank account within the next 3-5 working days (depending on your bank).
We look forward to seeing you again soon and wish you continued luck.
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3 years ago
Dear Frank,
thank you for the information, please, let me know when you'll receive your winnings.
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3 years ago
Translation
I got the money today. So the case can be closed.
Perhaps one more note at this point: As a regular player I know that in the long end I will always lose. Nevertheless, in terms of motivation for further gaming, it is quite nice that the processing of a payout is carried out quickly and unbureaucratically. It is certainly not in the interest of the industry, which has a dubious reputation, for players, as in my case, to be frustrated and deterred when casinos, as in this case, delay payouts for several weeks so that the player eventually becomes weak and the Profit starts again.
I will no longer play at this casino and have asked for my account to be deleted.
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3 years ago
Dear Frank,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
