Vegastars Casino - Račun igrača je zatvoren i sredstva su zadržana.

Dear Casino Guru Complaints Team,

I would like to file a formal complaint against regarding the closure of my account and the withholding of my account balance.

Here is a summary of the issue:

1. My account was closed by the casino.

2. The casino initially stated that the closure was based on Clause 10.4 of their Terms and Conditions, which allows them to close an account at their discretion.

3. Under Clause 10.4, the remaining account balance should be refunded to the player, subject to any applicable withdrawal fees.

4. However, when I asked about my remaining balance (approximately $20,000 USD), they did not provide any answer regarding the refund.

Additionally, in another response, they referred to Clause 10.2.3, which concerns chargebacks/payment disputes.

This is problematic because:

- I have never initiated any chargeback or payment dispute.

- The casino has provided inconsistent reasons for the account closure.

- They have failed to clarify the status of my remaining balance.

My main concerns are:

1. What is the actual reason for the account closure?

2. Under which exact clause are they withholding my funds?

3. Why has my balance not been refunded if Clause 10.4 applies?

I have tried to resolve this directly with the casino, but they have stopped responding.

I am requesting Casino Guru to review this case and assist in obtaining clarification and the return of my remaining balance.

I can provide all email correspondence and supporting evidence upon request.

Thank you for your assistance.

Best regards

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Dear teradd,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active 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,

Attila

Dear Attila,

Thank you for your reply and for looking into my case.

To answer your questions:

1. I mainly played slot games.

2. My verification process had been fully completed before I lost access to my account.

3. My winnings were accumulated while using a bonus.

I would also like to mention that I was never given a clear explanation or evidence regarding the alleged breach of the Terms and Conditions. My account was closed and my balance was confiscated without sufficient clarification.

Thank you again for your assistance, and I hope this matter can be reviewed fairly.

Best regards,

teradd

Dear teradd,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear Attila,

I have now sent the screenshots of my communication with the casino by email.

Please let me know if you need any additional information or documents from my side.

Thank you for your assistance.

Best regards,

teradd

Dear Attila,

We have just sent a private email to you containing our official stance and policy details regarding this account. Please let us know if you need anything further once you have had a chance to review it.

Best regards,

Vegastars Team

Dear teradd,

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, Michal (michal.k@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,

Attila

Hello teradd,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Vegastars Casino to join the conversation.

Dear Vegastars Casino,

Thank you for your previous message. However, the information provided did not sufficiently clarify the situation nor include evidence supporting the allegations made against the player.

As an reputable, independent dispute mediator, I kindly request that you provide any relevant evidence supporting the alleged violations of your Terms and Conditions by the player. You may send the information and supporting documentation directly to michal.k@casino.guru for an independent review.

Please note that any sensitive information or evidence submitted is handled in strict accordance with industry-standard privacy and data protection practices. Such materials are used solely for the purposes of our independent investigation and are not shared with unauthorized third parties.

I appreciate your cooperation and look forward to your response.