Extra Vegas Casino - プレイヤーのアカウントはブロックされ、賞金は没収されました。

I was playing in casino and they just closed the account in the middle of the play . I haven't breached any term, casino won't explain their decision. When I asked them to pay out the money that I have on the balance they told me that I have no available balance to withdraw. They even refused to return me my deposit of 200 euro, so they just stole it

Dear Christopher,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC account verification successfully and withdrawn any winnings in the past from this casino? Could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?

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

Best regards,

Petronela

Dear Christopher,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Christopher,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Have you completed KYC account verification successfully and withdrawn any winnings in the past from this casino? Could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

"Dear Petronela,

I am really glad to hear from you and I will be happy to answer your questions!

I was very surprised when the casino closed access to my account, because I already had a payout at this casino. On February 8, 2020, they paid my winnings of € 3,217 from their first welcome bonus. And on February 11, 2020, I had the opportunity to get a win from their second welcome bonus, where they just limited my access. In addition, yes, my account was successfully verified, where I provided the relevant documents, namely documents for identification, proof of address and proof of my Ecopayz account.

No, it's unrealistic for someone else to use my IP address to play in this casino, since I live alone. It's more like the casino just didn't want to pay the second big win.

Good luck, Christopher"

Thank you very much, Christopher, for providing all the necessary information via email. I will now transfer your complaint to my colleague Martin 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.

Hello Christopher!

From now on, I will be taking care of your complaint. I would like to invite Extra Vegas Casino's representatives to join this discussion in order to resolve the issue.

Dear Martin Donly,

I am glad to hear from you and I am glad you taking care of my complaint and I hope you can help me to resolve it!

Dear Martin Donly,

I don't know if you have been contacted by the casino about my situation, but judging by the fact that you have not yet heard the answers from the casino here, it seems that they have nothing to answer to all this. However, for your information, I received a letter from the support service stating that they only want to return my deposit to me and ask me to provide Bitcoin or Ethereum details. I expect to have a full balance restored including my deposit as well!

Hello Christopher,

Kindly note that the account was closed as per our Terms and Conditions item 2.6.4. The Company reserves the right to cancel the User’s Account for any reason whatsoever, at any time, without notice. However, you are correct, the refund had not been issued. We would like to correct this and issue a refund for your latest transaction. Our Accounting department will reach out to you via email to establish a convenient method to get the funds to you.

Should you require any additional help or information, please do not hesitate to contact us.

Dear Extra Vegas Casino's representatives,

I would like to ask you for any reasoning for the closure of the player's account. Although you provided us with an insight about your right to cancel an account without reason and notice, bear in mind that this is not sufficient in our point of view and we would like to know the reason why the player had his winnings of €4040 cancelled.

In case you won't be able to provide us with any reasoning of this situation, we will be forced to close this complaint as 'unresolved'.

You can also contact me via email address 'martin.d@casino.guru' in case there will be any important information to provide.

Hello Martin,

Kindly note that the account in question did not have any withdrawable winnings at the time of closure. As per our Terms and Conditions item 2.6.2. In the event of the termination of a User’s Account, a User shall be permitted to withdraw any balances after deduction of withdrawal fees and bonus balances. However, once the bonus balance was deducted, there was no withdrawable balance remaining on the account. Please note we have reached out to the player in order to refund the last deposit.

Kind regards,

Dear Extra Vegas Casino's representatives,

We understand that you might have a valid reason for what your actions, but please understand that we need to know that reason. Without any other explanation from your side, we will be forced to close the complaint as unresolved with the classification 'Stupid excuse or fraud'.

Just imagine the situation that every casino would close the player's account as soon as the player hits a big win with a bonus. That does not make any sense and it is highly unfair. This player had a very good chance to finish wagering with a positive balance and therefore closure of his account without a good reason provided, we simply consider unfair.

Hello Martin,

In regards to the reason for closure, we ran the player’s details through our security matrix and the response came back as negative. The initial withdrawal request was approved because the player was rightfully entitled to it, however, the closure process had already been started at that point. Unfortunately, the moment when the process was concluded and the account was closed regrettably coincided with the moment the player had an unwagered balance originated in their deposit and deposit bonus. We are unable to share the details and process of the security matrix for safety reasons.

However, considering the unusual and unfortunate circumstances of this case, we would like to offer the player half of the balance (2000) as compensation for this regrettable situation, since the full balance had not been wagered yet.

Our Accounting department has reached out to the player via email in regards to their preferred payment method in order to get the funds to them as quickly as possible.

Hello Christopher!

I would like to ask you on what do you think of the casino's offer?

If the casino would pay you the amount mentioned above, we would consider it as a fair solution.

Looking forward for your reply.

Hi Martin,

I think this is an acceptable proposal and I agree with it.

Dear Extra Vegas Casino's representatives,

Please, let us know, when you initiate the payment for the player.

Hello,

Our accounting team has already reached out to the player through email with details regarding this.

Hello Christopher!

Have you managed to receive €2000?

Hello Christopher!

We have not heard back from you. We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.