WinVegasPlus Casino - フリースピンを使用した後、プレーヤーの資金は没収されました。

Hi

I had been wagering my money +- £450. Went up to £588 was showing in my account.

Got a email stating I had 20 free spins. Logged in used the free spins.

Account balance went down to £1.20 ???

Got hold of them on live chat. Explained the situation.

Aaaaahh you didnt read the Ts & Cs ?? Come on Im playing on my mobile. This is really unfair.

Was told not my problem should of red the Ts and Cs

This is not right.

Regards

Andre

Hello opsdre69,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WinVegasPlus Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you finish the wagering of your first bonus before claiming the free spins? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick

Hope you are well.

I had only been using them for about 3 days. Had loaded my docs to be verified over the weekend but never were checked.

The bombard you with offers via email and your bonus menu.

I've used loads of sites in my life. This is morally wrong what they are doing. It's one thing to loose money from wagering, another to get it taken from you cause of their small print

No haven't spoken to them again as they basically saying its my fault and that all they would do is give me 20 free spins?

See attached

Regards

Andre

See attached

Hello opsdre69,

Thank you for all the information provided so far. Even if claiming multiple bonuses is against the casino terms, they should not have void your balance generated from the previous bonus and they should restore the balance to the state before you claimed the free spins. I will now forward your complaint to my colleague Matej (matej@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello opsdre69,

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?

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.

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Matej