Extra Vegas Casino - Hráčův účet byl zablokován.

I got my daily free spins from Extra Vegas, won money,got verified, wagered, and then deposited 35.00, and then was able to withdraw 100.00 to my bitcoin account. This whole process took at least 3 weeks. This was my first deposit, and I was kinda checking my emails for their free spins, and instead I got one saying that they closed my account. I have one account , I did everything they asked despite them having me jump through every loophole possible.

Dear Stephanie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

Do I understand that you have not received your winnings? In one of the emails from the casino, I see that you have been informed that you provided an invalid bitcoin address. Could you please clarify this?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

I appreciate you looking into this matter for me.

To be clear, there was no irregular gameplay on my behalf, I'm not even quite sure how I would go about playing irregularly! I have one account with them, that is all.

I did indeed receive my payout. I actually ended up creating 2 Bitcoin accounts in order to receive my withdrawal from them. So the first one I couldn't figure out, and then the second one with Coinbase worked successfully.

I joined with them in October and have been receiving free spins through email. These usually came in every couple days or so, which I , for the most part usually played.

What irks me about the situation, is that after the expected runaround to get the withdrawal, I also had to deposit 35.00 in order to get it. I feel as if, as soon as I deposited they closed my account.

In my eyes they had no legitimate reason to close my account, but had gotten money from me, and that's all they wanted. It just doesn't sit right with me.

I scoured those terms and conditions, and could not find anything about making a deposit to claim winnings, nor did I see anything about only being able to withdraw to Bitcoin. In fact it clearly states that you can only withdraw to the same account you deposited from.

I think that the only other correspondence from them were the free spins emails, which there are numerous, from October, up until I made my deposit.

If you would like to see those , or if there is anything else I can provide, please don't hesitate to let me know.

Thank you for taking the time to address this. I hope your holidays were great, and, that you and your family are happy and healthy.

Sincerely,

Stephanie M***

Thank you for your reply, Stephanie. Do I understand correctly that the casino withheld your winnings of $100?

I did receive the 100.00 in Bitcoin, which I had to create and learn how to use,.After depositing 35.00 of real money

Thank you for your confirmation, stephaloop. Unfortunately, I don't think there is much more we could do for you in this case. Casinos can close players' accounts as long as they pay the remaining balance out. I understand your point of view, however, this is not something we could punish the casino for.

Please, do not hesitate to let me know if I have overlooked something, but I am afraid I will be forced to close this complaint. Thank you for understanding.

Dear stephaloop,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.