Vegastars Casino - Igrački račun je zatvoren nakon zahteva za povlačenje sredstava.

I am submitting a complaint regarding a cancelled withdrawal and sudden account closure after completing identity verification.

I had a withdrawal of approximately AUD $4,000 pending with Vegastars. The casino requested KYC verification, including a selfie/photo holding my identification. I fully complied and submitted all requested documents in good faith.

Several hours later, my account was closed and my withdrawal was cancelled. Support only referred to Clause 10.4 of their Terms and Conditions, stating they may close accounts at their discretion, but they have refused to explain:

what specific rule I allegedly breached,

whether there was any issue with my verification,

or whether my balance has been confiscated.

I have not been accused of fraud, duplicate accounts, chargebacks, or any specific violation. I simply completed the requested verification and then lost access to my account and withdrawal.

I am requesting:

clarification regarding the alleged reason for closure,

confirmation of the status of my remaining balance,

and payment of my legitimate winnings if no actual breach occurred.

I can provide screenshots of the withdrawal, verification requests, emails, and support responses if required.

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 negative experience with Vegastars Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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,

Tomas

I was a member I signed up that day and I did deposit using a bonus but I completed all wagering and it was real balance that I had withdrawn. I was only playing slots .. they tried to say in the end it was clause 10.4 which just states they can suspend from buisness decision basically.. no real reason has been given… I’ve been trying to email them and they refuse to give any details besides claus 10 .. thanks for getting back to me and opening my ticket look for ward to your reply 

Thanks for the explanation.

Could you please confirm you registered and filled out your player's profile information using the correct and complete personal information?

Have you deposited using a payment method in your name?

Please let me know.

Yes I registered and filled out players profile with my complete informations from name to date of birth to address as well as verified the documents but then later when withdrawing was requested to send a selfie holding my ID which I did to find myself only minutes later banned from logging in. And yes I deposited from my crypto account

Dear JessicaC7,

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, Samuel (samuel.s@casino.guru). 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,

Tomas

Dear Tomas,

We have emailed you directly with our official position and the relevant policy terms regarding this account. Kindly review the information at your convenience and let us know if you require any further details.

Best regards,

Vegastars Team

Hello everyone,

Dear JessicaC7,

It’s nice to e-meet you. My name is Samuel, and I will now be taking over the communication and handling your complaint from this point onward.

Dear Vegastars Casino,

thank you for your response and for providing your official position regarding the case privately via email. I appreciate the clarification and the information shared so far.

Dear JessicaC7,

based on the casino’s explanation, the account closure and balance confiscation were reportedly connected to a breach of the casino’s anti-fraud policy and restricted activity detection.

At this stage, I would therefore like to ask whether the casino’s position and the reason behind their actions are now clearer to you, or whether there is anything specific you would still like to clarify or dispute regarding their explanation.

I will wait for your response before proceeding further.

Dear JessicaC7,

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,

Samuel

Casino Guru

Hello everyone,

thank you for your update.

Dear JessicaC7,

thank you for getting back to us, and no worries about the delayed response. I have reopened the complaint so that we can continue with the investigation.

I understand that you dispute the casino's conclusions and that you are requesting further clarification regarding the alleged breach of the casino's anti-fraud policy.

Dear Vegastars Casino,

could you please clarify whether you are able to provide any additional information regarding the specific Terms and Conditions or anti-fraud provisions that were allegedly breached? While I understand that certain details may be confidential, I would appreciate any further clarification or supporting information you are able to share, either publicly or privately via email (samuel.s@casino.guru) if necessary, to help us objectively assess the case.

I will await your response.

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.

Hi Samuel,

We have just sent a detailed update with the relevant findings directly to your email. Please let us know if you need anything else.

Best regards,

Vegastars Team

Hello everyone,

thank you for the update.

Dear Vegastars Casino,

thank you for your email and for the information you have provided. I have reviewed your response and have sent you a follow-up email with a few additional questions and requests for supporting evidence. I will await your reply before proceeding with my final assessment of this complaint.

Thank you both for your patience and cooperation.

Hi Samuel,

Could you please double check to whom the response was sent to? As we do not have your email in our inbox. The representative who initialy emailed you is currently out of office. Would be great if you can reply to all in the original email sent by our representative.

Thanks.

Hello everyone,

Dear Vegastars Casino,

I have checked the situation and I have forwarded the previous communication with Yesmeda Grixti to Maria C. for further review. The requested information and follow-up questions regarding this complaint are included there.

I will await your feedback once the matter has been reviewed..