Vegastars Casino - プレイヤーのボーナス購入資金が不足しています。

On Friday 21st November, I purchased 20x $100 bonus buys on various Big Bass games with the intention of saving them to open later, totalling $2,020 in buys. The bonus buys were purchased with deposited fund and no bonus funds of active bonuses with wagering requirements were used to purchase them.

On Saturday 22nd November, I went to open the bonuses and realised none of them were available. Ie each game I opened was showing a regular spin with no record of the bonus being triggered or played.

My bet history in the casino shows the bet for each of the bonus buys, with a loss equal to the bonus buy. If I look at the game history on any of the relevant games, there is no record of the free spins/bonus having been played.

The $2,020 used to purchase the bonuses is gone from my balance with no winnings, result or refund credited.

Casino support did not provide a resolution and referred to a technical team who asked me for the bet IDs for the bonus buys. These do not exist because the spins were never played and there is no record of them in my account. The casino hasn’t replied to my response that I cannot provide bet/round IDs

I will attach to this complaint screenshots of the purchased bonuses, as well as an example of game history that doesn’t show the record of the bonus buy. This can be provided for all the games if needed.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegastars Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Was this the first time you attempted to keep bonus rounds for later in this particular casino?
• Was the game provider for the bonus rounds the same - Pragmatic Play?
• Could you please share with me your communication with the casino's support and technical department so far?
• Have you requested records of your game history from November 21st onward? If you haven't, make sure to do so as the next step in Excel format.
• Send emails or chat transcripts to my email at [email protected], or post screenshots here
• Was there any gaming activity other than you buying the features on multiple slots since November 21st?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your response. To answer your questions:

1. I had previously saved bonus rounds for approx. 1 hour. This was the first time I had attempted to save bonus rounds until the following day
2. yes, all games were pragmatic play
3. I have emailed you with the relevant transcript and email
4. following the feature buys, I played several more pragmatic games. I spun in and saved features on 3 additional games which I also saved and have been lost. Additionally, I claimed a $3 reward. This reward is added to real money balance and is not subject to any wagering requirement.

Additionally, I have requested game history to be provided in excel format via both live chat and email which the casino has so far ignored.

Dear BLLZ

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello BLLZ,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?