HomeComplaintsWinVegasPlus Casino - The player was able to register despite being self-excluded.

WinVegasPlus Casino - The player was able to register despite being self-excluded.

Amount: €1,095

WinVegasPlus Casino
Safety Index:Very low
Submitted: 28 Nov 2021 | Case closed : 17 Dec 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player was able to register and deposit into the casino despite being self-excluded. The complaint was rejected as the player did not answer to our question and failed to respond within the given time.

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2 years ago
Translation

Despite being on the gambling ban list, they allowed me to play for real money

Automatic translation:
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2 years ago

Hello razmil,

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

Are you self-excluded exactly in this casino or do you have a gambling ban with some kind of gaming license - could you please specify this ban? Did you contact the casino with this issue? If yes, what did they respond?

Did you use the same registration information as they are set on the ban list?

Looking forward to your answer.

Regards,

Nick

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2 years ago
Translation

I am excluded on all the sites that I have to document. I contacted the casino with this issue and the expense I made, referring to whether they could do anything about the money I spent. And they replied that they discharged me from the casino, as I requested and nothing more.

Automatic translation:
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2 years ago

Dear razmil,

Did they refund your deposit or payed you out any winnings? What was your balance when they closed your account?

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2 years ago
Translation

They didn't give me anything back. Do not collect any profit. My account when I closed the access was 0 euros.

Automatic translation:
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2 years ago

Dear razmil,

In case your balance was 0€, there isn't anything the casino owes you. If you deposited and lost the money with Vegasplus, it could have happen in any other casino as well. It would be a different scenario if you would have win anything or had any deposit balance left on your account.

Also the casino could not know that you are banned from casinos if you have used different registration information as they are given in the ban list.

Could you please advise if your registration details match with the one on the ban list? Do you have any official document that you are banned from gambling? If yes, please send it to nikolas.b@casino.guru.

Regards,

Nick

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2 years ago

Dear razmil,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

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2 years ago
Translation

I am not lucid enough to express my case. I hope my lawyer does. Even so, they can ask me what they need.

Automatic translation:
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2 years ago

Dear razmil,

Could you please specify what ban list were you talking about? Please check my previous reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

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2 years ago

Dear razmil,

We will be now forced to close the complaint as you did not specify all the information and did not respond within the time limit for multiple time. Please if you wish to continue resolving the issue, write me an e-mail to nikolas.b@casino.guru.

Regards,

Nick

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