Vegaz Casino - Dobici igrača su konfiskovani, a račun zatvoren.

I hope you’re doing well.

I am reaching out to ask for your assistance regarding a dispute with Vegaz Casino involving a confiscated €1,650 withdrawal.

The casino’s own system confirmed that I had successfully completed my bonus wagering requirements and that the remaining bonus balance had been transferred to my real-money balance. I then submitted my €1,650 withdrawal, which was accepted and marked "In Progress."

The casino later voided my withdrawal, permanently closed my account, and alleged bonus abuse and a maximum-bet rule breach. Despite repeatedly requesting clarification, they have never identified the specific wager, game, timestamp, transaction, or gameplay records relied upon to justify confiscating my winnings.

Over the past two weeks, I have contacted every relevant department within the casino, including Support, Finance, Complaints, and Compliance. I have also pursued every available avenue for resolution, including the licensing authority and independent dispute services. Unfortunately, I have either received no meaningful response or no assistance in resolving the matter.

I have compiled a complete evidence dossier containing screenshots, timestamps, transaction history, and all correspondence, which I have attached for your review.

I would be extremely grateful if your team could review my case and advise whether you are able to assist in helping recover my withheld funds or direct me to the most appropriate next step.

Thank you very much for your time and consideration. I look forward to your response.

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Dear Turno1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history. My email address is tomas@casino.guru. You should be able to request game history records from casino support in Excel format.

If there is any other relevant communication between you and the casino, such as the casino refusing to provide said records, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

Hi Tomas,

Thank you for your reply.

I completely understand the maximum bet rule and how important it is. I’ve been playing on online casinos for years and I’m very familiar with reading bonus terms and conditions before accepting promotions.

Unfortunately, after my €1,650 withdrawal was voided, Vegaz permanently closed my account and stopped meaningfully responding to my emails. For more than two weeks, I repeatedly asked Support, Finance, Complaints, and Compliance to provide the exact game, wager, timestamp, and gameplay records they relied upon, but they have never answered those requests.

I have preserved every email, live chat conversation, screenshot, transaction record, and a complete evidence dossier documenting the entire timeline. I am happy to provide any of it if it helps with your review.

Thank you again for your time and assistance !

Dear Turno1,

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, Igor (igor.p@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 Turno1,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Vegaz Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Vegaz Casino representative to join this conversation and participate in resolving this complaint.

Dear Vegaz Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hi Igor,

Thank you for taking on my case.

I just wanted to let you know that I am available if you need any additional information, documents, or clarification at any point during your review. I will be happy to provide anything required.

Thank you for your time and assistance. I appreciate your efforts and look forward to your update.

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.

Good evening sir,

I formally object to the additional 7-day extension. I already gave support approximately 48 hours to respond and substantiate their allegation with the exact wager, timestamp, game record, and supporting logs. They failed to do so again and this matter has now been pending for nearly a month without a proper, evidence-based explanation.It’s clear like the sun.

My documentation shows that the bonus was marked completed, the balance was transferred to real funds, gameplay was allowed, and only afterward were my winnings voided and my account closed.

At this stage, the operator has still not provided the specific rule breach or the supporting records relied upon. I request immediate escalation and a full review based on the evidence already submitted, without any further delay or extensions.

Hello,

I will first address the inaccuracies in the initial player report in order to avoid disputing false information.

First of all, the bonus that the player claimed was wager-free, therefore no bonus wagering requirements existed in the first place. He deposited 21.34€ and activated 150% crypto first deposit bonus. The maximum cashout from wager-free bonuses is x5 the deposit amount. Something that any self proclaimed experienced gambler would get familiar with prior to claiming.

During his gameplay, he has stacked bonuses on several games. After visiting live chat, the agents rolled over the bonus with the intention to help him withdraw, under the assumption that there is a glitch. After manual rollover, the player was left with 75€ available to withdraw.

Instead of requesting a withdraw after being assisted and congratulated, the player started collecting the bonuses he previously stacked. He enterred Big Bass Bonanza and cashed in 687.75€ he stacked with bonus play. He requested a withdraw for 550€ and then cashed in another previously won bonus this time for 1481.20€ on Big Bass Splash. He then cancelled the 550€ and requested 1650€, leaving 232.54€ to continue playing, knowing that its money he isn't entitled to (player was fully informed and aware of this). These actions are logged so if you need proof please let me know and I will send it to your private guru email.

Looking at his stay retroactively, he has displayed all the signs of a fraudulent player. Even his verification documents were refused by the system with 'Suspected fraudulent account' error. After his first and only deposit, he visited live chat 32 times to push for response about the verification, everything done under a threat that he is streaming as a warning to 'future victims like himself'.

His behaviour and this complete process is strongly influenced by him knowing that he was bonus hunting, and the pain that comes with not being able to cash out from his fraudulent gameplay.

Let me know if I can assist further.

Vegaz Casino

Dear Vegaz Casino,

Thank you very much for your extensive reply and insights.

Could you please forward me evidence showing this player’s behaviour regarding bonuses?

Additionally, could you send me any evidence regarding the player’s unsuccessful verification and the rejected documents? Here is my email address: igor.p@casino.guru.

Thank you in advance for your cooperation.

Dear Turno1,

I have received an email from the casino and after reviewing the evidence provided by both parties, we have concluded that we cannot uphold your complaint.

The casino’s records show that bonus rounds initiated during bonus play were left unfinished and their winnings were collected after the bonus restrictions had been removed. Therefore, the resulting balance did not become unrestricted real-money winnings merely because the bonus was subsequently displayed as completed.

As this gameplay provided an unfair advantage and generated the disputed withdrawal, we consider the casino’s confiscation justified.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor