Freddy Vegas Casino - フランス人選手の口座は閉鎖され、保証金の返金を求められた。

Hello,

I'm contacting you because of some problems with FreddyVegas casino.

My account has been closed at my request. They do not process withdrawals, which forces players to replay their winnings. In addition, while looking on your site, I saw that they had refused to pay a player, because of restricted countries. This player came from the Netherlands, and they refunded his deposits. This is exactly my case, I come from France, and they refused to pay me my winnings. I'm asking for your help. Their customer service refuses any discussion.

A deposit refund seems appropriate in this situation.

I'm not sure of the exact amount, as I don't have access to my deposit history on their site.

I hope you can help me, this site is dubious...

Hello Rmx314,

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. Could you please advise what reason you have given when requesting to block your account? How much was your remaining balance on your casino account when it got close? When was the last time you contacted the casino and what was their respond?

Looking forward to hearing from you.

Best regards,

Nick

Hello Nick,

Thank you for your reply.

Regarding your questions, I'll try to be as precise as possible. 

I asked for my account to be closed for addiction, via livechat. They replied that the account was indeed closed. But I had to contact them again several hours later because in the end the account hadn't been closed, and this time it was. That's my first problem.

Concerning my balance, it was at 0 at the time of the account closure request.

And during my last exchanges with their support team, which took place over the last few days, they first told me that they accepted all players. Then they told me they didn't accept French players, thanking me for allowing them to keep up to date with legislation (is this a joke? Am I the professional or are they? I have screenshots of these exchanges), but that didn't change their decision, and that they refused to refund my deposits.

Having followed the complaint on your site of the player from the Netherlands, against FreddyVegas, I conclude that they do accept deposits from players coming from prohibited territories, but if there is a win they refuse to pay (I had placed a withdrawal request which was never processed). They use the excuse of prohibited territories in the event of a win, and in the event of a loss, simply refuse to refund, invoking the same law they use against the player.

I hope I've expressed myself correctly, I use a translator and I'm not sure everything is understandable.

Thank you very much.

Hello Rmx314,

Unless you had no balance on your casino account when it got closed, there is nothing to refund. You can request for a refund only if you did not use the balance yet but it is not possible after you lose it as anybody would simply request a refund if they would lose.

Is there anything else we can assist you with?

Hello,

Thank you for your reply. I totally understand. As I explained here, my problem is that the casino refuses to pay players from restricted countries. They told me by chat that they don't accept French players, but it's not written in their terms and conditions. So they use this excuse to never pay out winnings, and only accept deposits. I did play my deposits, but if I'd known how they did things beforehand I'd never have played with them, because there's no way a French player can expect to win.

I've attached a screenshot of the chat that tells me they don't accept French players. As well as a screenshot of their terms and conditions, where no restricted countries are mentioned...

They use this as an excuse not to pay players if there are winnings...

Hello Rmx314,

In case you would have any balance on your account or any wins, the casino should pay out the winnings even if they restrict France as it is their mistake that you were allowed to play there. However, as it is purely theoretical as you had zero balance, unfortunately, there is nothing else we could do. If such situation ever occurs again, please be sure to contact the casino before even playing with the deposit as at that point, it is possible to refund the funds. As in your case, if the money is lost, it can't be retrieved.

Based on this and above stated post, we will be now closing the complaint.

Best regards,

Nick