WinVegasPlus Casino - La cuenta del jugador está cerrada.

After registration and making my first deposit, I figured out none of the available games could load on my chromebook. Therefore I reached out to live chat to explain the situation and ask for a refund, as I couldn't play. Then they made me believe they proceeded my withdrawal, but they closed my account and ripped of my money.

Dear Damrln,

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 I can understand the whole situation completely. Do I understand correctly that £25 (dispute value) is being held in your casino account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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,

Kristina

Dear Damrln,

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 Kristina,

This is alright but they've stolen my £25 since they 've closed my account and never replied after they lied about the refund that never been sent

These screenshots is all that I have . I contacted them on live chat countless times as well after I figured out they've fooled me until they shut down the live chat. Thank you for your help

Thank you very much, Damrln, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Damrln for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask WinVegasPlus Casino for their help in resolving this complaint. We would like to ask how we can help resolve this issue and process the refund.

Thank you!

Hello,

Thank you Peter, do you need any further information from my side ?

That will be all thank you, we are now waiting for a response from the casino representative in the thread.

Ok thank you

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.

https://casino.guru/winvegasplus-casino-player-s-account-closed-and-deposit This customer had the same issue as me and got his refund.

Can you start over the process and keep on asking them regularly please ?

You may have noticed the timer in the top right corner, which allows each party involved seven days to reply. While we strive to provide prompt responses, please understand that we handle over 800 complaints simultaneously, necessitating thorough investigation and analysis for each case. Also, I am in contact with the casino affiliates outside of this thread as well, currently waiting for more details on the case.

Thank you in advance for your patience!

I understand but if they're not constantly put under pressure they'll just never refund me. Because they don't want to give my money back, it's as simple as that. They're always going in circles without bringing any resolution. Anyway if I've not retrieved my money at the end of the time frame then I'll have to open a new ticket for the same issue.

As you may know, we are an independent database of online casinos that act as mediators between casinos and players but are in no way affiliated with nor hold any legal power over them. If the casino chooses not to respond to the complaint we will close it as unresolved which may negatively affect their rating but any further complaints regarding the same issue will be rejected by our team. I am currently in contact with an affiliate who is looking into the matter so hopefully I can update you soon.

Thank you in advance for your patience.

Thank you Peter

After contacting the casino and their affiliates I still wasn't able to get a response. 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. I would recommend contacting the Gaming Authority of the casino but we're unable to verify which of the Curacao licences the casino operates under. If you would like I can provide you with the contact to all of them. (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter