DaVegas Casino - Hráčův účet byl neočekávaně uzavřen.

I deposited and started playing on this casino. I claimed a bonus also.i luckily won some money and suddenly they blocked my account without any notice.

I played live casino games,sports bet, slots. Basically mixed.

Now I want to get my 31000 back . Please help me.

Hello Harsheet99,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DaVegas Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• What kind of bonus did you claim?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Account was not verified as the casino never asked me to upload documents.

No last communication they simply blocked.

Hello Harsheet99,

Did the casino explain the reason for blocking your account in any way?

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Looking forward to your response.

Regards,

Nick

No reasons given

Dear Harsheet99,

In situations like this, it’s important to contact the casino directly as soon as your account is blocked. As a third-party resolution center, we can intervene if the casino is unresponsive or unwilling to assist, but they should always be your primary point of contact for such issues.

Please reach out to the casino regarding your blocked account and update us on the outcome so we can determine the next steps if necessary.

Best regards,

Nick

The caisno is not replying. That is why I came here to seek help

Thank you Harsheet99 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Harsheet99,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Harsheet99,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite DaVegas Casino to join the conversation.

Dear DaVegas Casino,

Can you please provide us an explanation as to why the player's account was blocked for no reason? You can send the information to me at michal.k@casino.guru if you prefer to communicate this directly.

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 Harsheet99,  

I have successfully reached out to the casino team. They have informed me that their recent actions were prompted by the detection of potential fraudulent activity. Currently, there is a scarcity of details, as the relevant team, which is currently occupied with other responsibilities, needs to provide this information. I will allow an additional three days in the hope of obtaining adequate information and evidence to better understand the situation.

We would like to allow this case more time to help both parties involved reach a satisfactory conclusion. I will extend the timer for three additional days.

Dear Harsheet99,  

I wanted to inform you regarding the situation with the casino team. They have informed me that they detected some fraudulent activity linked to your account, but unfortunately, they have not provided any evidence to back up these claims. I understand that there are regulations that prevent the sharing of certain sensitive information, and while we respect that, it makes it difficult for us to determine if the casino's actions were justified. I was informed that the casino team has informed you about the violations of terms, and it is confidential information between the company and the player.

While I have tried to discuss this matter with the casino representative, we were unable to reach a consensus on how to potentially address it. Unfortunately, this means we have no choice but to consider this case unresolved.

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.

If you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, it might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

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

Best regards,

Michal

Casino Guru