Vegas Now Casino - 当該プレイヤーは出金が遅れていると考えています。

I was offered a free bonus 1 x $30 spin which I won $1000 which I had to do 40x wager on.

after playing the wager I continued on to win an additional $63000. I withdrew the money and the next day my account was disabled.

i regained access to my account however the $63000 was wiped from my account.

I spoke to support and they replied with this:

Upon reviewing your game sessions, we noticed that you have exceeded the maximum bet of $5 while playing with a bonus.

We wish to remind you that, as per our Bonus T&C, the maximum bet allowed when playing with a bonus is $5.

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Any stake placed with a bonus over this amount might bring to the confiscation of the winnings.

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Due to the infringement of this T&C your balance has been corrected to 0.40 balance.

Please be more attentive as any further violation of such T&C will lead to another confiscation of the winning.

This is extremely misleading as they offered me a bonus bet above the specified maximum allowed bet to begin with and made no effort to explain the terms and conditions which are hidden amongst a massive page of terms and conditions.

Dear DirtyMagikk,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I thought I might add that once I won on that free spin there was nothing that popped up to notify me that the winnings actually become a bonus with a 40x wager.

Dear DirtyMagikk,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Haven’t been able to receive my withdrawal as it’s been confiscated, I’ve tried even getting a percentage of the winnings back and have been unsuccessful.

Dear DirtyMagikk,

Can you please advise what value bets were you making? - were they above $5?

Additionally, please forward your betting history to nikolas.b@casino.guru for further review.

It is clearly stated in the live chat that the max bet was $5 so if you did bet above the limit, the casino had right to confiscate all your winnings.

Regards,

Nick

Dear DirtyMagikk,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.