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.

Dear Michal,

Thank you for your response. We have sent the private evidence regarding this account directly to your email address. We look forward to your update once you have completed your review of the documentation.

Vegastars Team

Dear Vegastars Casino,

Thank you for your email. I have replied with some additional inquiries and am looking forward to your response.

Deat teradd,

Can you please confirm whether any of your family members, friends, or acquaintances hold an account with Vegastars Casino?

If they do, have you played at the casino around the same times as them, perhaps during a visit? Have you used a VPN program/app when accessing and/or playing in the casino?

Can you also please confirm the devices you have used to register and play in Vegastars Casino?

Dear Attila,

Thank you for your email.

I can confirm that I have not used any VPN service or application when accessing or playing at Vegastars Casino. I accessed the casino using my regular internet connection provided by Rakuten Mobile in Japan.

I used my personal Android smartphone to register and play at Vegastars Casino.

I do not have any family members, friends, or acquaintances who played through my account, and I have never shared my account with anyone else.

Please let me know if any further information is required.

Kind regards,

teradd

Dear Michal,

Just wanted to drop a note that we are fully on top of this case and are in the process of compiling the requested documentation.

As soon as everything is finalized on our end, we will forward the evidence directly to your email address. We appreciate your continued cooperation and patience while we get this thoroughly prepared.

Vegastars Team

Dear Vegastars Casino,

I look forward to your timely response to my latest inquiries, including any relevant supporting evidence.

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 Michal,

We have just sent a detailed update with the requested findings. Please review and let us know if you need anything else.

Best regards,

Vegastars Team

Dear Vegastars Team,

Thank you for your email; it has certainly provided further clarity on the matter. However, there are still a few points I would like to clarify.

I look forward to your response to my latest email, which, once addressed, should allow for a clearer understanding of the situation.

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 Michal,

Please accept my apologies for the late reply, as I was out of the office.

We have sent a detailed email to you containing all the requested screenshots and evidence proving the registration dates, device sharing, and document forgery.

We look forward to your final assessment and the resolution of this case on your end.

Best regards,

Vegastars Team

Thank you for providing me with all the information and evidence regarding this matter, Vegastars Casino Team.

Dear teradd,

After carefully reviewing your statements, together with the information and evidence provided by the casino during our investigation, I regret to inform you that we are unable to pursue this complaint any further.

The evidence submitted by the casino sufficiently substantiates that multiple accounts were registered on the same day in close succession, claimed the same promotional offers, and exhibited identical or highly similar gameplay patterns within a closely related timeframe. These are the very indicators commonly associated with the coordinated use of multiple accounts to obtain an unfair advantage from casino promotions and therefore constitute a breach of the casino's rules.

Furthermore, the investigation identified discrepancies in certain documents submitted during the KYC/AML verification process. Providing inaccurate or misleading information during verification constitutes an additional breach of the casino's Terms and Conditions.

The relevant provisions relied upon by the casino are as follows:

Section 9.1 (Registration Provisions):

"All information provided by them is true, accurate and correct at the moment of registration. Any false or inaccurate information will cause the voiding of all winnings, bets and/or transactions with the casino."

Section 10.1 (Anti-Fraud Policy):

"If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players... creating two or more accounts... other types of cheating... the Company reserves the right to terminate such Player Account and suspend and/or cancel all payouts to the player."

As an independent dispute resolution service, we have thoroughly reviewed all of the information and evidence available. Based on our assessment, the casino's conclusions are sufficiently supported by the evidence, and its actions are consistent with the above provisions of its Terms and Conditions.

In particular, Section 9.1 expressly provides that inaccurate information may result in the voiding of all winnings, bets, and transactions, while Section 10.1 entitles the casino to terminate the account and suspend or cancel all payouts (including potential deposit refunds) where fraudulent conduct or the use of multiple accounts has been established.

Accordingly, we conclude that the casino was contractually entitled to enforce these provisions and cancel all payouts. While we understand that this outcome might be disappointing, such provisions are a common feature of online casino Terms and Conditions and are intended to protect the integrity of promotional offers and prevent their abuse.

By registering an account, you accepted the casino's Terms and Conditions and assumed responsibility for complying with them, just as every other player is expected to do.

You are, of course, entitled to disagree with our conclusion and remain free to pursue the matter with the casino's licensing authority or another competent authority in your jurisdiction if you believe your position is justified. Should you choose to do so, I would appreciate it if you could let me know the outcome at michal.k@casino.guru.

Unfortunately, this concludes our involvement in your case.

We are sorry that we could not provide you with a more favourable outcome on this occasion.

Should you encounter any issues with this or any other online casino in the future, please do not hesitate to contact us. We will try our best to assist.

Best Regards,

Michal

Casino Guru