WinVegasPlus Casino - Player’s complaining about not being able to freeze his account.

i am fed up with this curacao licensed casinos they are all fraudulent if you ask me.

registerd here and made deposit 160 euro won 400 euro cashed out and sent my documents immidiatly wich will take 3 days to verify dont ask me why 3 days to accept 3 papers and why even put 3 days in the terms if the intention is good.

next day i asked the chat to freeze my account for 7 days she told me to send email wich i did .next day account still open and due frustration i cancelled and played live roulette and luckily i won 575 euro i cashed out again and told chat again to freeze account because 3 or4 days waiting for verification the ettempt to play is big again she told me to send email wich i did again .next day i got email back that the issue is solved so  to confirm this i logged in and surprisengly the account still open and documents still pending .this are predator tricks to keep the winnings at the casino who ever play for the first time.due frustration and been hopelles i cancelled the withdraw because this issue would last for ever and i lost ll my balance.exactly their plan.

i want the casino to refund my deposits and the winnings wich became my money since i made the withdraw.the casino is responsible for what happend and should have frozen my account the second day .and for the dutch players move on they dont have license to offer games to the netherlands.

Dear Halil,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have changed my VPN to Dutch one, and checked the license seal/validator. Please see below:

Furthermore, Netherlands is restricted for Universal Monsters game from NetEnt only. I have confirmed this with the live chat representative and compered against T&Cs. 

Please, could you forward me the relevant communication between you and the casino regarding your request to suspend you account? We will contact the casino and ask for their standpoint, but, before we do so, I would like to collect as much information as possible. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

thank you for opening this complain.if you scroll down to the license footer at restricted territories you will the netherlands is mentioned as restricted.

i will send you the emails about suspending the account.

Thank you very much Halil for providing all the necessary information and for your quick reply. I will transfer now your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved in the near time to your satisfaction.

i got an email to upload documents again because some were rejected and after doing that my account was closed.i got a ohone call from united kingdom guy offering me my deposits wich turned to be 120€ .i rejected that and offerd him to pay me my first withdrawal 400€ wich is fair enough he told me to call me back in two hours but never heard him again.when talking to him i asked him why they did not freez ny account when i requested he answerd that they dont close accounts with positive balance .is this a joke or what.their intention is to keep you play and lose your money.

8.4. If your Account has a positive balance, you have the right to close it, by making a request to our Customer Service Team. In this case, you will be sent the sum remaining to the credit of your Account by a method of payment decided by us.

this stated in the terms .the guy on phone told me we dont freeze accounts with positive balance.

9.2. We respect and encourage self-control and self-imposed avoidance of gambling. To this end we give you the option of taking a break from gambling on the Website for your chosen time frame of day/week/month, per your request. During this period, you will not be able to access games or deposit/bet/wager in any wa.

i requested this multiple times at live support and email nothing happend.

Hello Halil.

I have checked the restricted countries, and it seems that Netherland is allowed.

Regarding the freeze account issue, you should be able to freeze the account. In this point, we need to ask the casino where was the problem.

thank you Matej for opening this complain.

in a landbased casino you just walk to the cashir and cashout and walk away out of the casino.online is different you deposit in seconds but when cashing out you have to wait minimum of 3 days i still dont understand why this happens i mean a homelles have few hondreds in his pocket.this should be allowed only for amounts bigger than 5000€ if you ask me ..this why it is so important that casinos show some responsibility towards players to protect them at the  end in long term as players we will lose it again.as always greed take over and cause all the problems. 

Hello Halil,

It is unfortunate that you were not satisfied with our casino support.

I have forwarded your case to CS manager and I will advise shortly.

All the best

Jerome

@Halil, can you please send us your email address for us to locate your account?

thanks in advance

Jerome

Jerome, the user details are under his name and country on the left side.

Dear Matej,can you provide me with your email.i got some disturbing emails from vegasplus.

thanks

Halil please use: matej@caino.guru

it is not working.i get error maildelivery service!

Host or domain name not found. Name service error for
   name=caino.guru type=A: Host not found

I am sorry Halil, sure it should be matej@casino.guru (typo error)

Hi all,

Support had advised me that the withdrawal was cancelled by the player, he can cash out his money and close his account if he please to do so.

The player is accusing the casino is being frudulent while he opened an account, deposited, and only after he played He complained to the license authority

we had to wait a week for this nonsense.

just to let you know before i registered i contacted the chat and uploaded a screenshot of the license were states that the netherlands is restricted teritory and she told me that it is now but it will be updated.asked her again to confirm and after that i registerd here.i think i have a screenshot of that conversation.;

second i cashed out and sent documents but 3 days to verify them is very long that is why i asked them to freeze the acount multiple times because cancelling the payout is possible but they completly ignored my request.

here another example how these casino are only setup to destroy peoples live .this one with MGA license you cant trust no one .it is unbelieveable it is not even their money but players who lost their everthing.who  they think they are.

this casino on this site i will not mention the name my money is still pending.

i played here last year and after many late processed withdrawals i closed my account in a second and told them goodby.

since one week i found out they added my favorite provider and wanted to give them another chance. and  reopened my account after confirming the pay out frame time was now 24 hours and it was then 4 days with skrill.

first day i deposited 500 and lost can happen .next day i get email that i have 15 precent cashback from the vip manager usualy i dont take bonusses but i thought maybe it bring me luck so i claimed it with 1x wagering and wagered it and asked them to let me play my live game and they agreed by chat .

after playing few ours i managed to win 1000€ and cashed it out asking the chat how long she said 24 hours since my account is still fully verified . next day i get email that they have problems with skrill and it will take max 24 hours to fix it.i directly went to the limit section and selected a loss limit for 5€ since i suspected them for delaying the payment like other casinos were i faced all this problems.

after 3 days pending again went to the chat complaining she told me to provide a bankacount because skrill has still problems.my only option now is to give them acount number wich i did and again they asked me to verify this bankacount to send screenshots .next day i get email stating ithat my bankacount is verified and that we have cacelled all limits  and the money still pending.this is a huge violation of responsible gaming terms i never asked to cancel my limits the have done it for me to cancel and play my winning away.as you see they are all up to  steal your money wich this is jus theft.

and claiming on everysite that they want you to playresponsible.

this time they will not get my winning and put again a  loss limit  to protect my money.i will write a letter to the MGA this casino must close they are predators.

i am glad they have limits option wich comes in effect immidiatly and not like Vegasplus asking for two days to freez my account wich they ignored and now come heer and claiming it was my fault.

Halil,

As the US love to say, "We do not negotiate with terrorists."
Trying to "Blackmail" the casino with do you no good. 
There is no reason to "open" the account as you don't understand the basic rules of the relationship between a client and the business. 
You do not own anybody, and the business must be helpful and polite with you and give you the best service any day, but not "accepting deals" because you try to blackmail the casino, Nah ah, that is not how it works. 
Also, I never said that your country is allowed at our casino, players choose to come into the casino, knowing the license is not "supporting" them. 
You sent a complaint about the casino to our license issuer when there was nothing to complain about, I am sorry, we will not tolerate such behavior, the account will remain closed. 

Best regards,

VegasPlus Casino.

i dont like problems and i am a person who forgive 

i tried to make a deal and solve the issue in a decent way and this is what i get back.

as i mentioned earlier before i signed up i went to the live chat and told the woman that the license do not allow dutch players and she told me that at this moment no but it would be updated.so i wanted to close chat and move on she told me that i can play in meanwhile and i asked her to confirm and she said sure.what this guy state above it is nonsense .that was not my intention at all .you can go to the chat history and put it here so anyone can see.

i am tiered of the acusations here .the casino made multiple errors just take your loss and pay me my refund.

leglisation violation and responsible gaming violation  .

Hello Halil,

Unfortunately, you have lost all your winnings at the casino, there are no funds in your account to cash out.

The fact that you complained to the License holder had caused us not to cooperate with you in any way.

We are sorry but this is our final answer about this case, you are asking us to refund your winning after canceling your WD (whatever the reason for the cancel may be), playing your money, losing your winnings, complaining to the Curacao license and after all this, you expect us to cooperate and be understanding to your case.

Your account will remain closed and we will not negotiate with you in any way, we will not be blackmailed by any player that thinks he can enforce his unjust gaming ethics on us.

VegasPlus has a good reputation with thousand of satisfied players every month, we don't seek your approval or confirmation to know we operate in the best possible manners.

All the best and good luck in your future gaming.

Jerome

i am just following your terms in case of a complain to contact the licensee  you were not coopratieve at all you are the one who enforces on gaming ethics on players  by decieving and ignoring important requests to your favorite.

about the acount i did not not request it to be opened permanantly only to get money out.

however i hope future readers to take notice of this casino atidude .

i will contact the curacao licensee  again and again until they resolve this.it is their responsibility.

Hello,

Getting money out after you cancelled your WD twice and then losing it again is not possible in our establishment. 

VegasPlus casino was giving you the best possible service, nobody twisted your arm to cancel the WD nor did we force you in any way to play at our casino.

Your bully behaviour towards the casino is coming from the soul reason you want to get your 120 Euro deposit back after losing them at the casino, and the means for it is by complaining at forums and applying pressure via license providers.

I say this again, we will not be manipulated to refund Players with fraudulent playing patterns and we will not give you the stage for your false accusations.

We will act legally on our behalf to make sure all casinos are aware of your playing nature to protect future incidents such as this one .

dont worry i will not touch any curacao licensed casino anymore .they are all croocs pay a litlle amount for a license and scam vurnable players.

Hello Halil.

Sorry that it takes longer, but we needed to decide carefully and evaluate all the facts. We consult the case internally cross departments and here is the result:

So let's start with the easiest:

You are complaining about casino license.  

In this case, Curacao license can't be used as a licensing authority for Dutch players, but the casino can take you if some local law does not prohibit this. You are just not protected by Curacao license. (that's the reason some casinos has two or more licenses)

From our perspective, you can complain to your government or their licensing authority if you wish so, but we are evaluating the fairness of gambling at first place.  In this point, if you decided to play in this casino even if you know that Curacao license doesn't cover Dutch player you did it solely on your responsibility.  This is your 9th complaint on our website and in 3 of them, you mentioned the same situation as here. You played and lost and then asking for a refund.  

In this matter, we are using our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos

So let's look closer to the problem of what happens if you played in the casino from a restricted country. There are two possible situations:

1) If you lost fairly, you have no right for refund. If the casino accepts your bet, they should also pay your winning even if you are from a restricted country. After the casino pays out the winnings to the player, his account should be closed. (casino should not take players from restricted countries)

2) The casino should refund the player who is from a restricted country. In the case where the player wins, void players winnings.

We think that the first option is the right one. Because in case of second option player may lose and not ask for a refund, which we consider as unfair (because he had no chance of winning but has a chance of losing)

In your case (and from 3 of your complaints) is evident that Curacao licensing authority prefers to make an option 2 (refund)

Our opinion is that you played and lost fairly, so you have no right for a refund, but if the licensing authority prefers the way of refounds instead of option1, it's up to them. (you wrote to them so we will see what happens)

The second problem:

The freezing the account feature is nice to have, but not mandatory for Curacao license. I wish one-day the possibility to freeze the account (set the time till when the account will be frozen) would be a standard. But unfortunately, nowadays there is no global definition of how this freezing should work even when probably everybody knows how it should. I understand that you expect something else from this feature and casino describes completely different functionality as probably many players expected. ("we don't freeze accounts with positive balance" - from your message/originally from a phone call) In this case, you asked support to freeze your account, but this never happened probably because of different functionality as you expected. Then you cancelled your withdrawal and lost all the money. In this case, you gambled them fairly, and I believe that you have no right for refund eighter.

We are always happy to help you, but because you are complaining a lot on different casinos, and you were also unable to hold yourself and you lost your winnings, I am worried about you. Maybe you should consider to take a break from gambling or at least consider to choose a casino which has excellent player protection. 

thanks for your detailed explanations,i would like to mention that i never registered without first  asking the live chat about the restriction of my country.if the chat confirms it is restricted i thank them and move on  but there are always some croocs  who want to decieve players  and let them play.like this casino the chat told me that it is restricted for now but it will be updated .that is the only reason i deposited here.for me the casino is in violation.

@jrome

"VegasPlus casino was giving you the best possible service, nobody twisted your arm to cancel the WD nor did we force you in any way to play at our casino."

for me casinos in curacao are fully scam.

nobody twisted my arm to cancel the withdrawal but no one protected me either to do it.

last 4 days a casino wich is listed here after getting an email confirmation  for the withdrawal 3700€ next day they just cancelled it due account verificatio coming up with a excuus that the system detected a non verified account.what a joke .just to give me the opertunaty to play it away.

the authorotys in that era should bann all the existing terms and come with strictly new terms in favorite of player and not casino.

5 times i managed to win the first play in a curacao casino all of them ended losing my winnings .what a shame for mankind.you come here and claim your casino is a good place to play for thousands ?i dont think so 

so where is my money?i will not stop if here we dont solve it i will take it to a high level.how dare you accusing me of fraud while your whole terms are fraud just to fit your greedy crininal desires.?

unfortunatly the distance to travel is very big .you guys are lucky .i would not writing right now but would be at the office and i bet i would get my money good or the bad way.i am not someone to mess with.

Why are you accusing us for your actions?

you played your money, received good service from the casino, canceled your WD twice, why is this still an issue?

I ask admins to close this case, this is only a stage for a frustrated player that try to pressure the casino in refunding him his losses, we will not cooperate with this bully behaviour

dont think you can walk away with this.dont play the victim role it wont help you.you violated your terms and refused to comply with my request to lock account .just admit it.

you are not the one to deside to close the complain i was the one opening it.it will stay open until it is solved. bully behavior? i am not scamming players .

which terms were violated?

You are an adult, you requested (twice!!!) to cancel your withdrawal, how come this is the casino fault?

I'm still trying to understand why do you hold the casino responsible for your actions

yes i cancelled it twice after i asked to freeze the account .if you just locked the account or the withdrawal that would take away the opertunity to cancel it.

now again i ask you to refund my deposit if you are happy with keeping the winnings you can keep them but i want my deposit back .all that nervewrecking stress and accusations that i went thru here will not go for free.

i will stick from now on with european licensed casinos.

just to let you know only once in my life first time i played a curacao licensed casino i won 3100 and cashed out in 2 hours the money was in my skrill including the verification process.i can tell you that casino has a very good rating now and reputation unfortunatley it is restricted now.just to say that is how you run a casino if they ever allow a vpn i would immidiatly play again because the gave trust.

you put my deposit in my skrill i will close the complain your choice .

Hello Halil and Jerome.

Halil: Please, we already explained to you our position. Accusing casino, again and again, isn't the purpose of this platform. If you wish to take some legal steps, please do so. We understand that this is an unpleasant situation for you, but please respect our ruling.

Jerome: We are accepting your request for closing this complaint with status "rejected."

you are just chosing for the casino.how much they pay you.all the casinos you recommend here i have problems with rhem.stalling payments refusing to pay taking testricted contrys and no responsible gaming tools is this the way to rin business?

unlike this stupid casino the other complain is resolved they paid my deposits back minus 400€  they just have sent me 1400 € i respect that .this casino are criminals they dont even want to pay my 120€ back.

Dear Halil.

In the last five months, you created ten complaints on our websites, technically 8 (two of them was duplicate or not valid)

You are probably the most active player for our complaint resolution center. Mostly you complain about a software bug or self-exclusion and sometimes restricted country.

In some cases, you helped us to find that something is wrong and we appreciate that.

But in this case, you are blaming the casino for something that was purely your responsibility.

The Freeze function is not defined in any Gambling act, and Curacao casinos are far from UK/Sweden casinos. You were expecting that freeze functionality do something you already know from the different casinos, but it works differently in this casino, and they explained to you how it works.

I saw many complaints, and from all your complaints, my opinion is that you are either the player with a gambling problem or a professional player.

If you cannot control yourself and you lost the money, then you should seek help. https://www.begambleaware.org/ or seek therapy in the Netherlands.

In case you are a professional player, then we appreciate your contribution, but in this case, you are wrong.

There is no rule which functions casino should have available, and you can't blame them that you lost your control.

I would like to assure you that we work individually and we make our decisions based on facts.