NeonVegas Casino - La cuenta del jugador fue bloqueada.

When I wanted to withdraw my winnings after 3 days of playing, my account was blocked! With the reason I have a spreed account at Ultracasino.. I hired the MGA and a lawyer to do it! For all other players FINGER OFF! FRAUD&SCAM Casino!!!

Als ich meinen Gewinn nach 3 Tagen spielen Auszahlen wollte, wurde mein Konto gesperrt! Mit der Begründung ich habe ein gespreetes Konto bei Ultracasino..Ich habe die MGA und einen Anwalt damit beauftragt! Für alle anderen Spieler FINGER WEG! FRAUD&SCAM Casino!!!

Hello Hovhannes,

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

Could you please advise if there has been any refund of your deposits since your account got closed? Are you aware if you or anyone from your household might have a second account in that casino? Did the casino provide any evidence of their statement?

Please also forward any relevant screenshot or communication between you and the casino to nikolas.b@casino.guru.

Regards,

Nick

Hello Nikolas

No, I haven't gotten my money back yet! But I care about my profit! And I only have 1 account at Neonvegas.com, the reason why the Casino Neonvegas.com blocked me is that I let myself be blocked at their subsidiary casinos, for example Ultracasino!

1. I registered there normally on 01/15/2022!

2.I verified myself without any problems

3. I deposited via Klarna

4. I played my favorite game San quentin xways without a bonus

5. I won 9127 euros there and paid out 5000 euros!

6.I played with the remaining winnings for 3 days and had fun!

After 3 days of playing I wanted to log back into my account but it was blocked! According to support because I locked myself at Ultracasino!

Now to the casino

The management assured me in writing that if my deposits were received by Neonvegas, I would get my winnings paid out! See support (bettina) after 2 days a new email came that my prize was canceled and I get my deposits refunded! See screenshot Support (Anna)! It is just rude to "circumvent" a written contract and I have notified MGA.org of such an act! The casino claims I tricked their security system.. No, I verified myself and signed up normally with all my data, which I also enter everywhere! A bottomless cheek to assume something like that! Although I don't care what happens at Ultracasino, I'll say it anyway

The terms and conditions do not state that my prize may be canceled! Fact is I only have 1 account at Neonvegas! On top of that, I don't have a problem with the game, I was just angry at the time because I had a bad luck! I bring chat and email as proof!

Kind regards hovhannes v********

Hallo Nikolas

Nein ich habe mein Geld nochnicht zurück bekommen! Aber mir geht es um mein Gewinn! Und ich habe nur 1 Konto bei Neonvegas.com der Grund warum mich das Casino Neonvegas.com gesperrt hat ist das ich bei deren Tochter casinos also Ultracasino zum beispiel mich spreeren lassen hab!

1.ich habe mich 15.01.2022 dort normal angemeldet!

2.ich habe mich verifiziert ohne Probleme

3.ich habe eingezahlt via Klarna

4.ich habe ohne Bonus gespielt mein lieblings Spiel San quentin xways

5.ich habe dort 9127 Euro gewonnen und davon 5000 euro auszahlt!

6.ich habe mit dem restlichen Gewinn 3 Tage gespielt und spass gehabt!

Nach 3 Tagen spielen wollte ich mich im mein Konto wieder einloggen aber es war gesperrt! Laut Support weil ich mich bei Ultracasino selbstsperren haben!

Nun zum Casino

Mir wurde vom Management schriftlich versichert das wen meine Einzahlungen bei Neonvegas eingeht ich meinen Gewinn ausgezahlt bekomme! Sehe Support (bettina) nach 2 Tagen kam eine neue Email das mein Gewinn storniert wurde und ich meine Einzahlungen Rückerstattung bekomme! Sehe screenshot Support (Anna)! Das ist einfach unverschämt einen schriftlichen Vertrag "umgehen" und ich habe die MGA.org in Kenntnis gesetzt über so eine Tat! Das Casino behauptet ich habe ihr Sicherheits System ausgetrickst.. Nein ich habe mich verifiziert und mich normal angemeldet mit allen meinen Daten die ich auch überall eingebe! Eine bodenlose Frechheit mir sowas zu unterstellen! Obwohl es mir egal ist was bei Ultracasino passiert sage ichs trotzdem

In den AGBs steht nicht das mein Gewinn storniert werden darf! Fackt ist ich habe nur 1 Konto bei Neonvegas! Noch dazu kommt ich habe kein spiel problem ich war damals nur wütend weil ich eine pechstrehen habe! Als Beweis bringe ich chat und Email verleufe!

Mit freundlichen Grüßen hovhannes v********

Dear Hovhannes,

In case you was self-excluded in their sister casino under the same license, they had every right to close your account. The most common case is to void all your balance and refund only your deposits back. If you have received anything above the deposited amount, consider it as generous from the casino as not many casinos on the market do it.

When exactly did you self-exclude yourself from their sister casino? Do you have any screenshot or mail of your request for self-exclusion?

Unfortunately, if you really did that, and you have received back your deposits or amount above that, there isn't anything we are able to do as it is a common procedure in every casino.

Regards,

Nick

Hello Nick

No, I don't have any screenshots of the lock on the subsidiary casino!

But here are some facts!

Player logs on to the casino with no problems despite being banned from the other casino!

Casino Error: Players don't get their winnings!

Player verifies himself at the respective casino without any problems!

Error from the casino: player does not get his winnings!

Player deposits a total of 4 times with no problems! And plays without problems.

Error from the casino: player does not get his winnings!

Player pays out €5000 and is then banned! For trivial reasons!

Error from the casino: player does not get his winnings! Player gets a written approval from the management that the winnings will be paid out! But it won't! Error from the casino: Player does not get his winnings despite the promise!

Allowing players to play under the assumption of cheating! Let players deposit and allow the risk that the player will never make a profit and the deposit will be retained! Also called fraud in Malta!

No judge in this world will agree with this casino! Because this is deception at its best! There are rules and laws that a casino has to adhere to and there are no general terms and conditions! Even a judge will not agree to betray a written agreement!

Yours sincerely, Hovhannes v.

Hallo Nick

Nein ich habe keine Screenshots von der Sperre auf dem Tochtercasino!

Aber hier einpaar Fakten!

Spieler meldet sich beim Casino an ohne Probleme obwohl er beim anderen Casino gesperrt ist!

Fehler vom Casino: Spieler bekommen sein Gewinn nicht!

Spieler verifiziert sich beim jeweiligen Casino ohne Probleme!

Fehler vom Casino:Spieler bekommt sein Gewinn nicht!

Spieler zahlt insgesamt 4 mal ein ohne Probleme! Und spielt ohne Probleme.

Fehler vom Casino:Spieler bekommt sein Gewinn nicht!

Spieler zahlt 5000€ aus wird daraufhin gesperrt! Aus banale Gründen!

Fehler vom Casino:Spieler bekommt sein Gewinn nicht! Spieler bekommt eine schriftliche Zustimmung vom Management das der Gewinn ausgezahlt wird! Wird aber doch nicht! Fehler vom Casino:Spieler bekommt sein Gewinn nicht trotz Zusage!

Spieler spielen lassen in der Annahme einer Täuschung! Spieler einzahlen lassen und im Risiko zulassen das der Spieler nie zu einem Gewinn kommt und die Einzahlung einbehalten wird! Nennt sich Betrug auch in Malta!

Kein Richter dieser Welt wird diesem Casino Recht geben! Da das Täuschung auf höchsten Niveau ist! Es gibt Regeln und Gesetze an die sich ein Casino halten muss und da helfen keine AGBs! Ein schriftliches abkommen zu hintergehen wird auch kein Richter einverstanden sein!

Mit freundlichen Grüßen hovhannes v.

Dear Hovhannes,

Currently we believe that if you are addicted to gambling and you have been excluded in their sister casino for this issue, you should not receive any winnings you generated and should receive back only the deposits.

However, every case is very specific with casinos licensed in Malta.

All I can recommend for now is to contact the authorities and submit a complaint there as they have full access to all the details. You can submit the complaint here: https://www.mga.org.mt/support/online-gaming-support/

We however will be forced to close the complaint as unresolved and waiting for the regulator's decision - as their decision is above ours.

Please keep us informed about any further news regarding the case on nikolas.b@casino.guru

Regards,

Nick

You and the MGA stand by the casinos, my lawyer clears that up! Block a verified player and void your winnings... And tell her to go to a corrupt authority

Ihr und die MGA haltet zu den Casinos mein Anwalt klärt das! Einen verifizierten Spieler sperren und Gewinn annullieren... Und ihr sag ich Soll zu einer korrupten Behörde

Dear Hovhannes,

It is nowhere mentioned in here that we stand on the side of the casino. Basicaly we are currently not able to solve such cases as it is up to the licensing authority to decide whether the player or the casino is right.

The complaint will be now closed as waiting for regulator's decision.

You can always let us know on nikolas.b@casino.guru if you have contacted them or how did they decided in your case.

Regards,

Nick

Dear Johnny1337,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at nikolas.b@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Nick

I got the answer from the authorities! It's all legit what happened! The funny thing is the answer came very quickly and I was told that they couldn't do anything! A verified player wins money and they can't do anything as a corrupt authority!

Ich hab von der Behörde die Antwort bekommen! Das es alles legit ist was passiert ist! Das lustige ist die Antwort kam sehr schnell und mir wurde gesagt das die nichts machen können! Ein verifizierter Spieler gewinnt Geld und die können als korrupt behörde nichts machen!

Dear Johnny1337,

Can you please forward the answer which came from the authorities? Please send it to nikolas.b@casino.guru.

I don't have her mail anymore! I don't understand what's next? The MGA is corrupt and I have never read or heard of them helping anyone! The fact is I deposited, played and won as a verified player! But hey if you lose you get NOTHING back!

Ich habe sie Mail nicht mehr! Ich verstehe auch nicht was es sich noch bringen soll? Die MGA ist korrupt und ich habe noch nie gelesen oder gehört das die irgendwem geholfen haben! Fakt ist ich habe als verifizierter Spieler eingezahlt,gespielt und gewonnen! Aber hey wen man verliert bekommt man NICHTS zurück!

Hello Johnny1337,

Unfortunately, as there is no documentation of the answer from MGA, we will be forced to close the complaint. Assuming that they have rejected your request favors the casino and as you no longer have those e-mails, we can't proceed in resolving the complaint.

Please be sure to keep any important document for any future complaint as anything might server as a proof.