Vegas Moose Casino - La cuenta del jugador está restringida.

Once again I have problems with them. They restricted my account with no access after I deposited without £500. I have another £500 pending withdrawals.

i ha dno warning,no notifications prior restriction.

I emailed them asking for my deposit and they sent me an email that they need my payslips. They don’t even want to communicate about the deposit. They operating unlawfully. I have the right to my deposit that wasn’t used and yet they are not following UK gambling comision rules.

Dear evalinaliss,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Vegas Moose Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• When did you submit a withdrawal request for £500 that is pending?  
• Could you share the date and time when you made the deposit and when your account was restricted?
• Did you pass the verification before you lost access to the account?  
• Did you receive any specific communication or terms regarding the restrictions on your account prior to the incident?

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

Best regards,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

UPDATE: after sending them an email via resolver they let me withdraw my deposit and then again - without any warning or email they blocked my account. I still have £500 withdrawals in that account that didn’t reach me.

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance. 

The withdrawal was submitted 25/06/2025

Im fully verified.

They have told me previously that the transaction was rejected by the bank,which was a lie because I contacted the bank and they confirmed that there was no transaction.

at the moment they told me to wait till 2nd of July whilst my account is blocked.

Thank you very much for your reply, evalinaliss. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Dear evalinaliss,

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.

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,
Natalia
Casino.Guru