I opened this account on the 9th of December after coming up on a search for UK casinos. After depositing ￡500 originally, I managed to win ￡700 and I placed a withdrawal request asap.

Unbeknown to me, they were waiting for verification documents from me.

On the 10th of December, I deposited a further ￡750 to which I managed to turn this into ￡2390 winnings.

I requested this withdrawal on the 11th December.

On the 12th of December, I sent over my bank card details, my driving license and also a utility bill to prove I was who I say I was....and these were accepted on the same day.

We are now on the 15th of December and my withdrawals are still at pending stage. I have engaged with live customer service on numerous occasions asking for updates to which I get the same reply. You will be emailed by our verification team once an update is available.

I have screen shot all chats and also emails to their customer support email address (last one being today to which they haven't responded).

I would appreciate any help or guidance into obtaining my winnings.

I have all conversations in a jpeg format - would you like me to send these through?

Many thanks

Andy

Dear willz1983,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawals and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Hi

Really appreciate the time and effort in responding to me.

I have just received the following email

Dear Mr. LastName,

We are writing regarding your recent withdrawal request placed at Las Vegas Casino.

We wish to thank you for your patience while we reviewed the documents provided and account information.

After finalising this review, it was concluded that your game play is in breach of the Terms and Conditions agreed upon registration.

We note that your play strategy was systematically applied in a pattern meant to create an unfair advantage and such, obtain winnings that are not legitimate and such, any outcome resulting from accessing our services is being considered as null, and any profits voided.

We concluded that the below-mentioned terms in the casino’s Clause of Use were breached:

C. Subordination to the Terms and Conditions and the Binding Effect Thereof

1. By using the Site, registering at the Site, or by participating in one of the Services, You agree to be bound by and to act in accordance with the Terms and Conditions, as they may be updated from time to time, without any reservation.

E. Account Registration

8. You further represent, warrant, acknowledge and undertake that (a) You will not use Your Account, and will not allow any third party to use Your Account, for any Prohibited Actions and/or perform any Irregular Playing Patterns, (b) in case You will perform any Prohibited Action the Company shall be entitled to disclose any and all of Your details and information to the relevant authorities, and to suspend Your Account (including freezing all funds deposited within) and void all bonuses, winnings and bonus winnings in Your Account.

F. Prohibited Actions

1. Without derogating from any other provision of these Terms and Conditions, if the Company determines that You are engaging in or have engaged in Prohibited Actions and/or Irregular Playing Patterns, or have attempted to do so, then the Company shall be entitled to close Your Account, withhold, seize and confiscate all funds in Your Account (including, but not limited to, any deposits and winnings in Your Account).

2. "Prohibited Actions" shall mean illegal, unlawful, fraudulent, or other improper activities - including, but not limited to:

? abuse in order to gain advantage to the detriment of other Player(s) and/or Us;

3. "Irregular Playing Patterns" shall mean the following activities:

? building a balance and significantly changing play patterns;

? on roulette, in the following cases: (a) covering 24 or more of the 37 available numbers;

The above-described actions were applied throughout your gameplay and systematically built the winnings which were later on placed in a withdrawal request.

The Terms you agreed to in order to be able to use the casino services clearly state this type of gameplay is deemed as irregular and not permitted, and if applied, any winnings obtained will be revoked.

Please note that these actions to undermine the casino’s simple rules and trespass into a restricted realm constitutes a severe infringement of our Terms and Conditions and it is within the player’s sole responsibility to ensure that the services are accessed in good faith, not with an abusive play pattern.

Considering the seriousness of the issue described, we ascertain that we must abide by the above-mentioned terms and proceed accordingly in revoking your winnings and refunding your deposits.

Please note that this is the final determination of the company and that your account will remain permanently blocked due to the breach in Terms.

If you shall disagree, please refer to the company’s dispute procedure listed in our Terms:

O. Complaints and Disputes

1. If you have any cause to complain about anything then please contact us at [email protected]. We will deal with your complaint and all disputes will be dealt with as quickly and reasonably as possible.

4. If We are unable to settle a complaint or dispute by any of Our internal procedures, You are entitled to refer the dispute to an alternative dispute resolution (ADR) entity. The applicable ADR entity is eCogra free of charge. You may contact eCogra at https://ecogra.org/products-services/alternative-dispute-resolution

Sincerely,

ProgressPlay

Security - InstantGamesSupport from ProgressPlay

I placed all bets on roulette which I have screenshots of and it was either on colours or single numbers. I do not know how this is Irregular betting?

Can you help?

Thanks

Thank you very much, willz1983, for providing all the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you - appreciate the time and effort from you guys.

I do have an update......they did refund all my deposits which I was surprised about considering they are claiming I was in breach of their T&C's....

I have sent the following email into their complaints department.

To whom it may concern.

After receiving the below email, I am both shocked and frustrated with your decision.

Quoting your email "We note that your play strategy was systematically applied in a pattern meant to create an unfair advantage and such, obtain winnings that are not legitimate".

Can you please clarify what 'strategy' you deem I have undertook to obtain winnings in a non legitimate way? I do not understand how I can create an unfair advantage when the roulette wheel is within the house's favour even before a spin has been undertook.

The first withdrawal amount of ￡700 - this was won by playing on columns where the odds sit a 2:1. Now I placed a bet of ￡250 on a column which returned ￡750 winning. I then requested a withdrawal of ￡700 from this winning. Can you please enlighten me how I implemented a play strategy to gain an unfair advantage here? Are you saying you are not allowed to place bets in columns because it gains an unfair advantage?

Secondly, the main bulk of my winnings were either obtained winning on the colour red or black and then hitting single numbers. I would like you to provide me with proof of any bet I placed on the single numbers which you have constituted an unfair advantage to myself?

I would also like you to show proof how many spins exceeded your bet limit of how many numbers you can bet on (24 out of 37) - and also show me what winnings were procured from this. 

Regards

Hello willz1983,

I have reviewed your case and will contact the casino to see if I can help. I would also like to state that the terms quoted by the casino above are terms that we deem to be unfair and against our fair gambling codex.

We would like to invite Las Vegas Casino to join the conversation and participate in the resolution of this complaint.

Dear Las Vegas Casino,

Can you please provide further information regarding your decision to confiscate the player's winnings?

Kind regards,

Adam

Thank you Adam. I thought the exact same thing when they quoted those T&C's to me.....I have never heard anything like this.

I am awaiting their response via their complaints procedure so hopefully now seeing you guys are on the case, they might actually respond.

I have screen shot all the conversations I had via Live Chat as well as the betting history I undertook to gain the balance I did. It would be nice for them to demonstrate what strategy I deemed to have used to gain an unfair advantage!

Hi Adam

Just reaching out to see if you've managed to get any contact from them?

It's been 1 week since I lodged my official complaint and even though they sent an automated response saying they would look into this, I have heard nothing else.

Is there anyway I can report them to a regulator as well? Thanks.

Hello willz1983,

I have made contact with the casino via Skype, and they have informed me that they will look into the situation and get back to me shortly. I will then post an update here accordingly.

Kind regards,

Adam

Thanks Adam

Hi Adam

Hope you're well.

I just received the following from the casino

Kindly note that the decision previously provided stands and is final.

That's it.... no answers to my questions and enlightening me what strategy I was supposed to have used.

Have they been in contact with you since your last communication?

Thanks

Hello willz1983,

I have not heard anything further from the casino as of yet. I will try to contact them again.

Kind regards,

Adam

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.

Thanks Adam

With how poor their communication has been, I doubt they will.

You mentioned you contacted them via Skype? Did they provide any details then?

Thanks

Hello willz1983,

I have made contact with the casino. I explained that we deem the quoted terms as unfair to players when used as a reason to confiscate their winnings, as per our Fair Gambling Codex (http://www.kpvfaw.com/fair-gambling-codex-for-casinos#betting-patterns).

It seems that the casino will not change its position regarding this, and they recommended that you submit a complaint to the relevant authority if you feel misjudged. I agree with this recommendation, as there is nothing further we can achieve without cooperation from the casino. I will therefore mark the complaint as "unresolved" in our system.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the UK Gambling Commission itself (https://www.gamblingcommission.gov.uk/public-and-players/guide/page/how-to-complain). Please let me know how the ADR responded ([email protected]).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam