WinVegasPlus Casino - プレイヤーのアカウントがブロックされました。

I won 1900 euros at Vegas plus, gave 500 euros for payout, that's why the screenshot only says 1400 euros and at Unique Casino 500 and now they don't pay out my money but have blocked my accounts ... if you write to them by email you don't get any Answer from them and if you write to them in the chat they say I have to wait for the email and if you keep writing they don't answer anymore...I want my money, that's a rip-off what they do. I played normally and won and they draw something like that.

Ich habe bei Vegas plus 1900 Euro gewonnen ,500 Euro zur Auszahlung gegeben deswegen steht auf den Screenshot nur 1400 Euro und bei Unique Casino 500 und jetzt zahlen die mein Geld nicht aus sondern haben meine Konten gesperrt…wenn man die anschreibt per email bekommt man keine Antwort von denen und wenn man die im Chat anschreibt wird gesagt ich muss auf die email warten und wenn man weiter schreibt antworten die nicht mehr…ich möchte mein Geld haben das ist Abzockerei was die machen .ich habe ganz normal gespielt und gewonnen und die ziehen sowas ab.

Dear Angie136,

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

I signed up there on 05/06/2022 and the account verification was also completed successfully. I played slots Sun of Egypt 2 and 3 . My winnings were made without an active bonus.

Ich habe mich am6.5.2022 da angemeldet und die kontoverifizierung wurde auch erfolgreich abgeschlossen.Ich habe Slots gespielt Sun of egypt 2 und 3 . Meine Gewinne wurden ohne aktiven Bonus erzielt.

Thank you very much, Angie136, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.  

Thank you very much, I write to Vegas plus every day either they ignore me or they always tell me the same thing to wait for the email, that's all they can do for me... and they say because I said that if I get my money I don't get a lawyer, things got complicated for me and it would take longer now and if I write to support via email I don't get an answer. I don't know what the whole thing is supposed to do??? They leave me blank, I know not what's up and why they don't pay out my winnings....I'm asking for your help

Vielen lieben Dank,ich schreibe Vegas plus jeden Tag an entweder die ignorieren mich oder die sagen mir immer das gleiche ich soll auf die email warten,mehr können die nicht für mich tun…und die sagen weil ich gesagt habe ,das wenn ich mein Geld nicht erhalte zum Anwalt gehe hat sich die Sache bei mir kompliziert und es würde länger jetzt dauern und wenn ich den Support anschreibe per email bekomme ich keine Antwort.ich weiß nicht was das ganze soll???Die lasse mich im leeren stehen ,ich weiß nicht was Sache ist und warum die nicht mein Gewinnn auszahlen….ich bitte um Hilfe ihrerseits

Hello Angie136,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite VegasPlus Casino to join the conversation and participate in the resolution of this complaint.

Dear VegasPlus Casino,

Can you please explain why the player's account has been blocked?

Kind regards,

Adam

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Angie136,

There has been no response from the casino so far. I have now also attempted to contact the casino via Skype and so will extend the timer one last time with the hope that we can get your complaint resolved.

In the meantime, please let me know if there are any developments.

Kind regards,

Adam

Dear Angie136,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

The casino mentions a Curacao license on its website, but we have not been able to verify this so I am afraid there is no regulatory authority to turn to in this case.

I am sorry I could not be of more help on this occasion.

Best regards,

Adam Maclean