Vegasy Casino - La cuenta del jugador ha sido cerrada.

I couldn't complete verification process with casino, I tried to upload my documents but account was blocked with the reason that I have multiple accounts, that is incorrect and I cannot agree with this:

"Unfortunately, we had to block your account without the right to restore and the ability to create another personal account in our service because you created multiple accounts on the site. We are sorry we had to make this decision. However, the regulations of our Terms of Use obligated us to make it. Therefore it is final and not subject to appeal."

I requested to return my deposit amount which casino rejected.

Dear madanielfut,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand your situation.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification? Which documents did you send to the casino?

Have you accumulated your winnings with or without an active bonus?

What types of games did you play?

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

Best regards,

Veronika

Hello,

I usually play slots, Mayan Princess in this case.

I used welcome bonus but also deposited real money. I couldn't complete verification, when I tried to upload documents (ID and proof of address) on verification section the process was interrupted and the note appeared. Fortunately I saved the screenshot

Thank you for your response.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?

Dear Veronika,

I don't use VPN's.

There is no way anyone in my household could have used my computer to log in or create an account at the casino.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Okay, thanks for your help, Veronika. I'll be waiting for your colleague Kubo's response.

Dear madanielfut,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Vegasy Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

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 madanielfut,

I wanted to let you know that I’ve successfully established direct contact with the casino representative, and we are now in active communication regarding your case. I will keep you informed of any developments as our discussions progress.

Thank you for your continued patience.

Dear madanielfut,

I have had a thorough discussion with the casino representative regarding your case, and they have presented substantial evidence to justify their actions. While I am unable to disclose the specifics of the information provided, I can confirm that there are multiple indicators suggesting fraudulent and suspicious activity associated with your account. Additionally, there is a possibility that your account may be linked to others.

Overall, your activity on the casino’s platform does not appear to be genuine, and the evidence presented strongly supports this conclusion.

Regrettably, we are unable to proceed with the resolution process in this matter and must reject the complaint as unjustified.

Thank you for your understanding and I’m sorry we could not be of more help in this instance.

Best regards,

Kubo