DaVegas Casino - La cuenta del jugador ha sido cerrada.

Registration email - revathi************@gmail.com

I have withrowal my 5400₹ In my account but withrowal cancel because kyc verification

I given my document through email Because link didn't received from davegas

After 1 days they blocked my account withrowal any reasons just saying u r misuse our services

I didn't misuse any service of davegas

But they didn't tell me the correct reason

I think they are blocked my account without any reason pls help

Dear Revathi,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played? Were they slots, live casino games, or did you bet on sports only?

Could you kindly confirm if you passed the full KYC verification?

Did you accumulate your winnings with or without a bonus?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

From. Davegas in start I didn't get the link

So that I request to davegas team that

Can I send my document from email

They agreed and I sent my document to their mail after 36-48 hour I got a mail that account has terminated

I ask the reason but they didn't tell me the reason saying pls chk above attached screensho

After 24 hour I got a link from davegas team

And I upload also my document their it's successfully processed and approved

But after some hours I got the mail of termination of my account

I have real money not taken any bonus

Thank you for your reply. Please forward me the entire communication between you and the casino regarding the verification of your account and the subsequent decision to close it at veronika.f@casino.guru. Thank you for your patience and cooperation.

Hlo dear

Kindly chk ur email id

I have sent u screenshot of conversation

Thank you for your email.

Please specify if you accumulated your winnings with or without a bonus. If you played with a bonus, kindly send me a link or a screenshot showing what type of bonus it was.

Also, please describe what games you played.

Dear Revathi,

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.

I didn't play with bonus in my account

I play with real money

And I play live casino with real money

And now my account is blocked I can't accept my account

So I didn't give u exact screenshot

Thank you very much, Revathi, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Revathi,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite DaVegas Casino to join the conversation.

Dear DaVegas Casino,

Kindly provide us with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

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 Revathi,

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.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, it might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

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

Best regards,

Michal

Casino Guru