The player's winnings were voided due to a breach of terms. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
WinVegasPlus Casino - The player's winnings were voided.
Black points: 1,256
Amount: €3,800
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
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good day. Something very annoying happened to me at Vegas plus casino.
I got a €35 bonus and implemented the full bonus terms and after that I had 800 in the account and they took everything down to 140 from the account.
then I worked my way back up to 970 with this €140 and then to pay something out I deposited €15 and then won again. Then I cashed out 300 and then again €20 and then again €30 to be able to withdraw more money. I finally made it to €3800 in the account but I'm only allowed to withdraw €300. That can't be correct. According to the terms and conditions. 6.12 a player may withdraw up to 20 times their total deposits. That's 1300 for me and not just 300€
I also asked explicitly if I could pay out 1000 with the last €50 I paid in and I was told yes, you can pay out the money and I was told that twice.
and then they said they could take the winnings that were achieved with the 15 € from the account and then I can play and continue to pay out again. But then they removed the entire 3800 from my account and only left 50 €. That can't be right and fair.
first, after my converted bonus conditions, almost 700 were removed and then I keep winning and at the very end I can pay out 300 and 3800 each are taken from the account.
I continued to make a profit after I deposited 20 and also made a profit after I deposited 30 €. Can you please help me?
I find all of this highly dubious
Automatic translation:
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2 years ago
Hello w6zcg95czm,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with VegasPlus 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 is yes, since when exactly? Can you please exactly specify the timeline of when did you deposit and take a bonus and what kind of? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Good day,
yes my account is verified since 09.09.22.
On 9/5/22 I received €35 free bonus money.
I had to convert this an incredible 175 times and I did it successfully. After that I had €771 in my account after the conditions had ended and then the amount was reduced to €140 So win bonus amount 5x35-35=140.
then I deposited €15 on 09/07/22 (at that time I had already made €972 out of the €140. The €140 were then already real money).
From this €972 and €15 deposit I then made €1086 and was only allowed to withdraw €300 and then had €786 left.
then I quickly had €1600 and on September 14th, 2022 I deposited €20 again and played to over €2000 and then on September 15th, 2022 I deposited €30 again and ended up at €3800.
It was said I can then pay out 1000 due to the €50 deposit (I have emails) and when I want to pay out this doesn't work. With live support it says I can pay out a maximum of €300 because apparently only the €15 deposit counts.
yesterday afternoon.then it was offered that you could remove the winnings from the 15€ from the account and then I could also pay out again.but at that time I only had 1086 after the 15€ deposit in the account and still 3800€ was complete removed. Except for the €50 deposit that was left on it.
that was my last conversation with the casino.
then I was angry in the conversation and said I will report it and then the account was blocked (but I had made €189 out of the €50 and at least didn't want to lose it.)
Automatic translation:
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2 years ago
Hello w6zcg95czm,
Can you please forward all the communication with the casino to nikolas.b@casino.guru?
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2 years ago
Translation
Hello Nick
forwarded everything yesterday
Automatic translation:
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2 years ago
Thank you w6zcg95czm for all the evidence you have provided. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello w6zcg95czm,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite VegasPlus Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Thank you Peter
Unfortunately, it looks like there is no more notification
really sad.
never had such high profits and this is exactly what has to happen on such a site that simply keeps the money so dubious 🙁
Automatic translation:
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2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
Translation
Good day,
Is there another way for me to get the casino to pay out?
what about the licensor?
Automatic translation:
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2 years ago
Hello w6zcg95czm,
I tried to get in touch with the casino repeatedly but had no success. Unfortunately, the casino seems to have rebranded and lost its license since the last update in our database so there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.
Best regards,
Peter
