• Hello,

I paid 300 and then 250 at vegasplus and then I won 1500; 06 euros. I then requested a payment and uploaded all documents. In addition, I contacted the live chat and asked for self-exclusion due to gambling addiction. In addition, I also sent all the documents and my request to block my account and pay my credit via email to customer service.

Unfortunately I was still able to use it and lost my entire credit half a day later.

I have now asked the casino to pay out my winnings after the self-exclusion. Unfortunately, the casino refuses.

Could you please help me here? My account was not blocked although I said twice that I am addicted to gambling and would like to be blocked.

• Hallo,

ich habe bei vegasplus einmal 300 und danach 250 eingezahlt und dann 1500;06 Euro gewonnen. Daraufhin habe ich eine Auszahlung beantragt und alle Dokumente hochgeladen. Zus?tzlich habe ich den Livechat kontaktiert und nach einem Selbstausschluss aufgrund von Spielsucht gebeten. Zus?tzlich habe ich auch nochmal alle Dokumente und meinen Wunsch mein Konto zu sperren und mein Guthaben auszuzahlen per E-Mail an den Kundenservice geschickt. 

Leider konnte ich trotzdem noch einsetzen und habe gut eihnen halben Tag sp?ter leider mein ganzes Guthaben verloren.

Ich habe nun das Casino aufgefordert meinen Gewinn nach dem Selbstausschluss auszuzahlen. Leider lehnt das Casino ab. 

K?nnten Sie mir hier bitte helfen ? Mein Konto wurde nicht gesperrt obwohl ich doppelt gesagt habe ich bin Spielsüchtig und m?chte eine Sperre.

Dear Stefan,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please could you forward communication with a live chat agent, related to the self-exclusion. I would like to check their response. Additionally, please forward me the email that you have sent to the casino support regarding the same request. My email address is [email protected]. Thank you in advance for your reply. I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Hello Petronela!

Thank you for your help.

Unfortunately I don't have a screenshot of the chat.

However, Vegasplus confirms receipt of the self-blocking by e-mail. I forwarded this email to you.

At the same time, I made a complaint to the casino and also made a complaint to the licensing authority. I haven't received any feedback yet.

Hallo Petronela!

Danke führ Ihre Hilfe.

Leider habe ich keinen Screenshot vom Chat.

Vegasplus best?tigt aber per E-mail den Erhalt der Selbstsperre. Dieses E-Mail habe ich an Sie weitergeleitet.

Zeitgleich hab ich eine Beschwerde an das Casino gerichtet und auch eine Beschwerde an die Lizenzbeh?rde gestellt. Ich habe bis dato noch keinerlei Rückmeldung erhalten.

Dear Stefan,

Since you have contacted already Licensing Authority, I will leave this complaint opened for one month. Could you please keep me updated regarding the outcome from the Cura?ao eGaming? If there is no answer from you, during this period, I will assume that your case got resolved and I’ll close this complaint as "rejected". If there is anything, I would be able to help you with, do not hesitate to contact me. I wish you best of luck. 

Good morning Petronela,

there was already a response from Playlogia -

I passed it on to you.

How to proceed here? Would it be possible - that you also send an email to the casino so that they can see that it may have an impact? So far, Curacao eGaming has not taken a position but only given the operator a position.

There is no possibility on the website to block yourself or use or.

Set deposit limit.

Guten Morgen Petronela,

es gab bereits eine Amtwort von Playlogia -

ich habe sie dir weitergeleitet.

Wie soll man hier weiterverfahren? W?re es m?glich - dass du ebenfalls ein e-mail an das Casino sendest, damit diese sehen dass es ggf. Auswirkungen hat? Curacao eGaming hat bisher nicht Stellung bezogen sondern nur dem Operator Stellungbeziehen lassen.

Es gibt auf auf der Website keine M?glich sich selber zu sperren oder ein Einsatz od.

 Einzahlungslimit  setzen.

Thank you very much Stefan for providing all the necessary information. I will transfer now your complaint to my colleague Matej 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.

Hello Petronela!

The casino has now offered me a bonus through customer service - the account is still active and I could still deposit.

I am also still in contact with Charles Smith, the CEO and Curacao eGaming - I am still waiting for information about my last email. Charles Smith actually claimed I canceled the withdrawal request and wasted my funds 12 minutes after I was blocked. However, it was actually more than 15 hours (not 12 minutes ..) that I then sent to him and the authorities via screenshot.

Hallo Petronela!

Das Casino hat mir jetzt über dem customer service einen Bonus angeboten - das Konto ist immernoch aktiv und ich k?nnte auch immer noch einzahlen.

Ich bin au?erdem noch immer mit Charles Smith, dem CEO und Curacao eGaming in Kontakt - ich warte noch auf eine Info zu meinem letzen E-Mail. Charles Smith hat tats?chlich behauptet ich h?tte 12 Minuten nachdem ich mich sperren lasse haben die Auszahlungsanfrage storniert und das Guthaben verspielt. Es waren aber tats?chlich mehr als 15 Stunden (nicht 12 Minuten..) das habe ich dann auch per Screenshot an ihn und die Beh?rde gesendet.

Hello Stefan.

Based on our fair gambling codex: http://www.kpvfaw.com/fair-gambling-codex-for-casinos#self-exclusions

Limit the player's deposit isn't sufficient enough. After the player admits the addiction to gambling, the casino should as soon as possible prevents the player from playing. In my opinion, the casino should refund you all balance what was left on your account at the moment when you received a confirmation about self-exclusion from them.

Good morning Petronel, good morning Matej!

I sent you an email, can you please take a look at it and give me an answer?

Thank you and a great start to the week!

Guten Morgen Petronel, Guten Morgen Matej!

Ich habe euch ein E-Mail geschickt, k?nnt ihr euch das bitte kurz ansehen und mir eine Antwort darauf geben?

Vielen Dank und einen sch?nen Wochenstart!

Hello Stefan.

By all the rules about the self-exclusion from the moment player gets a confirmation that he is self-excluded he shouldn't be able to deposit money or do any kind of bets. (lose money) My opinion is that the casino should pay you all what you lost since you were self-excluded.

However, if the casino offers you some deal, it is only up to you if you decide to accept it. Our opinion is clear. The casino should refund you all balance what was left on your account at the moment when you received a confirmation about self-exclusion from them.

Good morning Petronela,

I accepted yesterday only to get the deposit back - have to call this back - I hope the casino accepts it now, I shouldn't have confirmed it at first but I was afraid to see no money afterwards :(

Guten Morgen Petronela,

ich habe es gestern aktzeptiert nur die Einzahlung zurück zu erhalten - habe dies nun wiederrufen - ich hoffe das Casino aktzpetiert es nun, ich h?tte es gar nicht best?tigen sollen zuerst aber ich hatte Angst danach gar kein Geld mehr zu sehen :(

It depends on your situation. Curacao license is not so strict in the matter of self-exclusion then MGA or UKGC. In a worst-case scenario, you can complain to the Curacao Gaming Authority. Still, from the email what you received, is it clear that they prevent you from depositing money, but not from losing the money what you have on your account. We, of course, believe this is the wrong approach, but Curacao Gaming Authority may have a different opinion. (they mostly care is T&C's of the casino were followed)

Hello everybody,

I rejected Vegasplus' offer - because I think I have to be paid the full amount.

I have now communicated this to the casino and am now waiting for their answer. As soon as I hear something I will contact you.

In any case, thank you in advance for the great help, I am 100% sure that I would not have seen a single cent again without your help.

Hallo zusammen,

ich habe das Angebot von Vegasplus abgelehnt - da ich der Meinung bin dass ich die volle Summe ausbezahlt bekommen muss.

Ich habe das nun dem Casino auch so mitgeteilt und warte nun auf deren Antwort. Sobald ich etwas h?re werde ich mich bei euch melden.

Danke euch auf jeden Fall schonmal für die gro?artige Hilfe, ich bin mir 100 % sicher dass ich ohne eure Hilfe keinen einzigen Cent wieder gesehen h?tte.

Good Morning!

the casino has now decided to repay the rest, so I get the entire winnings.

Many thanks to Casinoguru and also to Vegasplus.

Happy Easter!

Guten Morgen!

das Casino hat nun entschieden auch den Rest zurückzuzahlen, sprich ich erhalte den gesamten Gewinn.

Vielen Dank and Casinoguru und auch an Vegasplus.

Wünsche frohe Ostern!

Fantastic news, Stefan.  

I am glad that you got all the winnings.

I would like to thanks VegasPlus Casino and Stefan and if Stefan agrees I will close the complaint as "solved".

Hello, yes please close as solved!

Hallo, ja bitte als gel?st schliessen!