Vegas Crest Casino - La cuenta del jugador ha sido cerrada.

Casino confiscated my winning and closed account. Verification took quite a long period. My provided documents were pending. I was checking all the time my account and communicating with support regarding pending verification, finally I was able to request a withdrawal to my crypto wallet with which I deposited also, but in few days the withdrawal was rejected. I started clarifying the reason with support in live chat. They informed me that I needed to request to other payment method. As only crypto and bank transfers were acceptable for wihdrawals and I was not allowed to request withdrawal to crypto, I explained to the manager that I don't use bank account and cannot request withdrawal to bank account. They suggested to contact financial department and shared email address with me which appeared wrong. I was sending emails and finally they were not delivered. After that I got email from support to which I replied also got in touch with financial department but on another day I found my account was disabled. Casino named a lack of communication as a reason, which is not correct. They even didn't give me a time to open a bank account but decided to close account. They have very unfair terms. I count on your help.

Hello,

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

When was the last time you logged into your casino account?

When was the last time you communicated with customer support?

When exactly did you start the verification of your account?

Which payment methods have been available in your casino account for withdrawal?

Could you please forward me the communication between you and the casino customer support regarding the verification of your account and its subsequent closure at veronika.f@casino.guru?

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

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Thank you for your patience, and stay safe.

Dear Veronika,

Thank you for your response.

I could log into my account on 26.06. When I checked acount on 27.06. it was already blocked.

I sent last email on 03.07.

After I got my winning on 05.06. I provided necessary documents for verification. The process was pending since 20.06.

On 20.06. I was able to claim withdrawal to my crypto wallet. As payment methods crypto wallet and bank transfer were available but as I had only crypto wallet I claimed to it. As I previously mentioned I deposited also with crypto currency.

I forwarded emails that I have. unfortunatelly live chat history with support is not available for me.

Thank you for your emails.

Could you please send me a screenshot of the error you see when you try to log into your casino account?

Do you have any screenshots or emails of your conversations with support confirming that the casino blocked your account due to a lack of communication?

Hello,

Dear Veronika

This is the screenshot.

Sorry, I thought I forwarded all emails. Now they will be all sent to you.

Thank you very much 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 Pulina,

It's Michal again. I have taken over your complaint. I have reviewed your case, and I have checked the casino Withdrawal conditions to which you agreed to when you registered your account, and there is indeed this rule mentioned:

Additionally, based on the email you have shared with us, it looks like you sent the email with your bank details to an incorrect email accounts@vegascrest.ag, instead of accounting@vegascrestcasino.ag. I also must agree with the casino team's response to you:

Dear Erika, 

We are very sorry for any inconvenience. However, please note that our initial communication came directly from our official accounting email address, and you could have responded to that email directly, eliminating the possibility of any typo error or miscommunication.

Why have you not done that?

Nevertheless, it seems the communication you shared with us so far does not reflect the entire situation. Do you have any other emails, screenshots or other communication from the casino? If so, please forward it to me, including the "failed emails you sent to the wrong email address at michal.k@casino.guru for an assessment.

I will invite the Vegas Crest Casino team to participate in the discussion so they can provide their point of view on the situation, and hopefully, we can find a resolution.

Dear Vegas Crest Casino,

Can you please clarify when the player was requested to provide her bank account details and how long you have been waiting for these details to be provided?

The player mentioned she was provided an incorrect email address accounts@vegascrest.ag, by your agent. Can you please confirm that?

If there are any additional factors influencing the situation that cannot be shared publicly, please forward them to me directly 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 Pulina,

While even you have not responded to my questions, which is quite unusual, we anticipate that the casino will be cooperative in clarifying the situation, as it was they who initiated the closure of your account.

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

We’ve reopened this complaint at the request of Vegas Crest Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The casino team sent us this message:

To clarify the situation :

On 25th June, our Accounting team reached out to the player regarding her first withdrawal request, advising that it needed to be processed via wire transfer, in line with our withdrawal conditions.

After five days without a response, on June 30th, our Risk Management department informed the player that due to the lack of reply, we would proceed with a refund of her initial deposit.

On July 2nd, the player responded stating that she does not have a bank account. In accordance with our AML requirements, we were obligated to follow regulatory guidelines and could not process alternative withdrawal methods. As a result, we refunded her initial deposit to the crypto wallet address she provided.

Should you require supporting correspondence to verify the sequence of events, we will be happy to provide it.

Can you please comment on that, Pulina?

Dear Pulina,

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.

Hello,

It is true that I don't have bank account for wire transfers. They request IBAN and in Peru we don't have IBAN. Therefore I couldn't use local bank account.

I deposited with crypto but it was not available for withdrawals, it appeared that casino rejected it as payment method.

Yes, I got my deposit amount back to crypto wallet. I really wonder if it was possible to withdraw deposit amount to crypto address why it was impossible to pay winning to it. Really weird terms! I have never faced such issue with other casinos. Also as I couldn't contact them in two days they considered it as lack of communication. Very bad experience for me with this casino🙁

Dear Pulina,

While I can agree with you that the rule I have highlighted above is not so common, there could be valid reasons for its presence, and most importantly, it is clearly stated in the casino terms and conditions to which you agreed when registering your account. We don't consider this rule to be unfair. I have received, among other things, this message from the casino team: "Once the player provides valid bank information, we are willing to process the withdrawal via wire transfer."

Are you able to provide your valid bank information? If so, please provide it to the casino team via a reply to the emails you have received from accounting@vegascrestcasino.ag or riskmanagement@vegascrestcasino.ag, and please add my email michal.k@casino.guru in the "Cc"

In case you are not able to provide your valid bank information, regretfully, this constitutes an obstacle on your side, and we cannot fault the casino for not processing the withdrawal.

Please inform me of how you wish to move forward.

Dear Michal,

I opened account with PayDo which provides personal IBAN and Swift code for international transfers. I can provide my payment details to the casino.

Dear Pulina,

Thank you for your response. I've seen your email that you sent to the casino team. I hope we can reach a successful resolution of your case.

Dear Vegas Crest Casino,

Please inform us if any further information from the player is required for the transaction processing, or alternatively, kindly notify us when the funds have been disbursed from your side.

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 Team,

Despite our team’s best efforts to process the transaction, the details provided did not meet the necessary criteria. As a result, we are unable to proceed further with this request. The player has been informed, and we now consider the matter closed.

Dear Pulina,

We are extending the timer by 3 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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru