V.Vegas Casino - Учетная запись игрока закрыта, а средства конфискованы.

Hello. I opened an account at the casino, logged into my account, entered my details and chose a country, it was on the list. I didn't play for long and almost didn't win anything. I ordered some of the funds and sent the documents by mail, and also uploaded them to the website. I was told to wait up to two days. On the third day my account was blocked. The operator in the chat said that the account was blocked and the funds were confiscated, from this balance there is almost all my deposit. I was told that I registered from a country prohibited by the rules. Then I explained the situation that the account had a country on the list and that's why I made a deposit. I saw their high rating with you and didn't even think that such problems could arise. I think depriving a person of their own funds is, to put it mildly, not honest. I have kept the correspondence with them, as well as the letter that I received in the mail. I asked to return my deposit, but they didn't want to hear from me.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 to make sure I understand the situation completely.

• When exactly did you register at the casino?
• Have you filled out your profile with the correct personal information, including your country of residence?
• Could you please confirm that you have not used a VPN or other IP masking software to register into the casino?
• Could you please confirm your country of residence?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your response.

Best regards

Attila

Dear tanter

Please kindly specify the country you are playing from.

Thank you in advance!

Regards

I am a citizen of Ukraine and have the relevant documents. When I registered at Vegas Casino, I immediately went to my account to enter my data. There I could choose Ukraine and specify the mobile operator of Ukraine, only after that I made a deposit and started playing. You offered me these lists, you can choose all this on your website by going to your personal account. If Ukraine was not on the list there, I would never have made a deposit and played with you. And I have evidence, namely screenshots from my personal account where I can choose Ukraine and you click this option. Therefore, I consider it legitimate to close the account and even cancel all winnings and losses and pay me the personal funds I deposited. I had similar problems with the casino, but after explanations, they always returned my own funds that I deposited through a deposit. And I think that a company with such a high rating is not worthy and unfair to seize other people's funds. I agree to reimburse the network for sending funds, if there is any. You lose absolutely nothing and I will lose almost nothing, that's what I think and it will be fair in this situation. Why should you have to appropriate all my funds, and I will incur huge losses for me. Remove all prohibited countries from the list in the registration data, because this is what prompted me to enter the data and make a deposit. It is not difficult and will not mislead players.

Dear tanter

Thank you for your clarifications.

Re the list - it is impossible to remove the country, since the GEO base is single. But instead, the operator (casino) has undertaken reasonable steps to prohibit registrations from prohibited territories.

Can you please clarify if you are playing from Ukraine?

Dear representative of Casino Vegas. I understand you, maybe you can't remove a country from the list, although I've had cases before when there was no country on the list, and of course I don't make a deposit, because I understand that it's impossible. In this situation, I didn't even think that such problems could arise, I chose a country from the list and was sure that I wasn't breaking any rules. Of course, I wouldn't make a deposit knowing that I was breaking the rules, why do I need these problems. Well, I explained to you the situation, what exactly prompted me to make a deposit, namely the allowed country on the list in my account. I constantly review casino ratings and read reviews, only then do I register and make a deposit. You had the highest rating on Casino Guru, of course I wanted to try playing at you and understood that my funds would be protected. As for the territory where I played. I often go abroad and use local Internet, sometimes mobile, but it's sometimes expensive. I opened your site from Moldova, but I can easily open it from the mobile operator Kyivstar directly. But I can no longer log in to my account. That is, in fact, I had access to the site from Moldova and Ukraine, there were absolutely no restrictions. I am very upset that I found myself in such a situation, and I never assumed that I could lose money in this way, not to play them, but exactly like this, because I always chose proven casinos with high ratings. For you, this is not very significant money, but for me it is a very significant amount and I am really in despair. I hope that this issue will still be resolved fairly and I will receive my money, a return for my deposits.

Dear tanter

1) Can you please briefly explain where you are based?

2) Did you get familiar with the T&Cs prior to registration?

3) Can you please provide proof that the website is accessible from UA IP address?

Thank you for your cooperation!

Regards

Hello

. I live in Ukraine, and I often travel abroad on business trips and for personal matters. I registered and played with you when I was in Moldova. But, of course, I provided Ukrainian data on the account and documents for verification, since I am a citizen of Ukraine. After registration, I immediately went to my personal account and entered my data, there I selected Ukraine from the list of countries offered to me and also Ukraine from the list of mobile operators offered to me. I got acquainted with the rules related to the game itself, because, of course, I was sure that access from Ukraine was allowed, because I was offered to choose it. I will say again, if this had not misled me, I would not have made a single deposit. As proof that your site is accessible from the territory of Ukraine, I am sending you a photo. I cannot upload a video here. I can send it to you by mail, as well as to representatives of Casino Guru. There it is clearly visible that access to the site is accessible from the territory of Ukraine.

Dear V.Vegas Casino,

Thank you for your reply.

Dear tanter,

Could you please forward the aforementioned evidence directly to my email? You can reach me at [email protected].

Thank you in advance for your response.

Dear tanter

Sorry for the inconvenience, but can you try and click on "Register" while using the UA IP address?

Thank you for cooperation!

Regards

Hello. I have sent the video files according to your requests above. To the addresses [email protected] and [email protected]. There are even video files from two different Ukrainian providers.

Dear tanter

Can you please share a screenshot in here, what happens after clicking the "Register button"?

Thank you!

Regards

After clicking register, in the specified window you need to enter your email address or phone number, specify a password and select a currency.

Dear tanter

Looks like you are missing the point, according to our technical team, it is completely impossible to register from Ukraine.

Regards

I understand the point perfectly. I clearly provide what you are asking for. How did your question sound? Look above. I have sent you a screenshot of what happens after clicking register. I have provided evidence from the casino guru that from your personal account you can select the country Ukraine and the mobile operator of Ukraine. It seems that it is not me but your technical team that does not understand the point. Your site is accessible from the territory of Ukraine, registration is also possible and the choice in your personal account of the country Ukraine and the Ukrainian mobile operator that you provide is also available. I have provided you with all the evidence, precisely at your request. And you tell me that this is not possible. That is, there are demonstrable facts that you reject, because the technical department tells you that this is not possible. This is complete absurdity, I am not telling you that this is possible, but providing evidence for your demands. And now you are telling me that I do not understand the point, because your technical department said so..... This is not professional at all. Although I have provided you with enough evidence, video files, screenshots, I am also ready to provide any additional ones, but I believe that this is enough.

I have just sent a video file, which once again confirms my words. The video file was sent to the addresses [email protected] and [email protected]. Here I provide screenshots from this video file. By the way, please note that I do not choose the country during registration, you offer it to me yourself, because you see my IP address and location.

Dear tanter

What happens, after you click "register" at a final step?

Thank you for cooperation!

Regards

Dear tanter,

Thank you for all the evidence you have provided thus far. Could you please attach a screenshot of the final step of the registration process, as instructed by the casino? Thank you very much for your cooperation.

Hello. Now your registration takes place in two stages. First, you enter your email address, password, currency, and then you specify the country, city, and address. If I choose Ukraine, then registration is impossible. But before, when I registered, registration consisted of one stage, namely, specifying the email address, password, and currency, and the country, city, and address had to be selected in my account after registration. I have a screenshot of the old registration window and I will provide it to you for visual review to compare with the new registration window. If registration had previously consisted of two stages, then our communication would simply not exist now. I would have entered the country data and at the final stage I would have received a message that registration from this country is not possible. This would be correct and understandable. And since registration was previously simplified and did not require immediately specifying the country and address, I was able to easily register and already in the account I saw that my country was on the list, selected it there, made a deposit and started playing, understanding that if the country is on the list and a mobile operator of Ukraine is also offered, then I can play safely and legally. Now you have corrected the situation and you will not have similar problems in the future. But I registered earlier, before the changes. Therefore, I consider the return of the deposit to be the correct and completely fair way out of this situation, because the fact that now there is no technical possibility for players from Ukraine and other prohibited countries to register is not an argument in my personal situation.

Dear tanter

Once again, did you read teh T&Cs prior to registration?

At the screenshot above, we see the mirroring site (v508.vegas), please try and register from Ukraine there. Does the system allow this?

Thank you for your ongoing cooperation!

Regards

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello tanter,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on.

Dear casino representative,

The player has clarified that he registered and played while physically present in Moldova, not from a Ukrainian IP address. Therefore, whether registration is currently possible from Ukraine does not resolve the central issue.

The relevant question seems to be, whether the player entered Ukraine as his country of residence before depositing and was nevertheless allowed to deposit and play. If this occurred without false information, confiscation of his legitimate remaining balance solely because Ukraine is supposed to be restricted does not seem to be entirely fair.

Nevertheless, please provide us with your point of view and clarification whether you believe there may have been any bad faith from the player.

Hi Martin!

Well, the player was attempting to prove above, that registration from Ukraine is possible. We clearly proved the opposite - both within the T&Cs and technically.

If the player can provide evidence that he was in Moldova during registration/deposit/gameplay - we will void the restrictions.

Regards

Dear tanter,

Would it be possible to send me any evidence proving your presence in Moldova at the time of registration/playing? These could be border or travel records (maybe stamps you recieved at the border), card payments made in Moldova, mobile roaming records or phone location history? You do not need to provide everything listed, any reliable evidence showing your presence there may help. Please send it privately to [email protected].

Dear casino representative,

Thank you for offering this possibility. Could you also please check whether your own records show Moldovan IP addresses during the player’s registration, deposits and gameplay, and whether any VPN or proxy use was detected? This should help us compare both sides’ information and clarify the situation fairly.

Dear tanter,

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.