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  1. #1
    gagnoweb's Avatar
    gagnoweb is offline Private Member
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    Default Complaint from a player for Casinolasvegas.com

    Hello,

    I received a complaint from a player 2 days ago.

    This woman told me that she won 2500 euros and the casino dont want to pay her.
    She didnt received any bonuses so she should be able to withdraw her money.

    The casino asked her to send some documents, as usual.
    She sent everything 3 times because the casino didnt received it ( as usual when it comes to pay, we have to be honest ! ). The casino encouraged her to play again before making a withdrawal.

    Today, the casino found an other excuse ! She made some others deposit between the time she asked for a withdrawal and between the time that the casino was going to proceed so the casino declined her withdrawal request ! She didnt have to make some deposit at this moment ! This is crazy !!! The casino asked her to play again and now, they are saying that she made some deposit after the withdrawal request. I cant see it in the terms and conditions ...

    After that, i ve contacted the casino by myself to ask them what is going on with this player, they didnt want to talk to me.

    The player report me today that the casino found a new excuse ( new day, new excuse... ) : The credit card she used were not signed !

    For this reason, the casino has deduced 500 euros from her balance. The player s got now 2000 euros and she still cant make a withdrawal ! So , if you have got a credit card wich is not signed, the penalty is about 500 euros... Completely stupid... still cant find it in terms and conditions...

    What can i do for this player. It is not the first time that i reveived a complaint for this casino. I checked on google, nd i found a lot of complaint. Maybe some of them didnt respect the bonus and his terms and conditions but my player said that she didnt received any bonues and the casino didnt talk about a bonus problem.

    Let me know what can i do for her. She spent all her money this month in this casino because she was desperate...
    Last edited by gagnoweb; 3 June 2009 at 6:01 am.

  2. #2
    Schankwart is offline Public Member
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    Default

    This is a very sickening story but not too surprising from this group of virtual casinos. You should remove your ads for this place and forward a summary of the problem to Playtech's dispute service. If you get lucky, they will respond to you.
    I am sorry for this woman and that she playedf back all her money to this casino again.

  3. #3
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    mojo is offline Private Member
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    Default

    Is it a Playtech?

    Since you have tried to contact them yourself and have not been able to resolve this the next step is to name the casino here so that they can respond.

  4. #4
    gagnoweb's Avatar
    gagnoweb is offline Private Member
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    Default

    Yes it is a Playtech, i gave her the link to complaint about it.

    I had some news today.

    The casino sent a document with the transaction that she must signed.

    She did it and she sent it back to the casino.

    We are not waiting for the payments... Or maybe a new excuse for not paying her.

    I called today the GRA: http://www.gra.gi/ and they are going to investigate...

    I ll let you know about what it ll happend...

  5. #5
    gagnoweb's Avatar
    gagnoweb is offline Private Member
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    Default Update:

    The player didnt received her money 8 days after she sent the documents requested ( for the 5th time !!!) The casino ask the documents every weeks. She sent it already.

    What can we do ??? Its not acceptable !!!

    Here is the reply from casino las vegas:


    Votre Demande de Retrait‏
    De : Casino Las Vegas (Francais@CasinoLasvegas.com)
    Envoyé : mer. 10/06/09 19:16
    À : Florence Thevenin (flo.the@hotmail.fr)
    Cher(e) Florence,

    Thank you for choosing Casino Las Vegas.

    To complete the processing of the request to withdraw a player, we ask a few times faxes credit cards and an identity of the player. This is a security measure we take to the treatment of withdrawals.

    If after 7 days, we have not received a fax read, our regulations require to repay the original deposit with the deposit method of origin where possible. Any amount added will be credited to the account balance of the player.

    To date, we have not received the necessary fax from you, so we have refunded the amount possible with your method of deposit and the excess was credited to your account.

    You can play with the funds in your account or make a withdrawal request. However, please note that we will ask you to fax in order to complete the processing of your withdrawal request.
    We apologize for any misunderstanding and we thank you for your respect for mutual interests of the game fair at Casino Las Vegas.


    Good luck,

    CFO
    Casino Las Vegas

    http://www.casinolasvegas.com/

    If you have any questions, please contact the support team Casino Las Vegas. We are at your disposal 24/24:

    Direct Assistance - accessible from the lobby of the casino

    Email: Francais@CasinoLasvegas.com

    International Phone: +632-756-7834
    International Fax: +44-207-083-5967

    Free Phone: 1-866-241-3102 *
    Free Fax: 00800 8181 8282

    * Service Toll Free Fax is available in France, Belgium, Great Britain, Ireland, Spain, the Netherlands, Germany, Denmark, Italy, Switzerland, Luxembourg, Hungary, Poland, Norway, Australia, Portugal and the Islands.

  6. #6
    gagnoweb's Avatar
    gagnoweb is offline Private Member
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    Default

    Does anybody can help this player ?

    She is desperate and she needs that money that the casino doesnt want to pay.

    She already sent every documents they requested but they keep asking for the same documents every weeks...

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