Crave Vegas - Unfair Gaming
Found for the Casino - This player has opened more than one account which is prohibited by Crave Vegas terms. As such there is nothing we can do to help them.
Earlier this year approx between the 25th to 28th August 2018 I signed up with Crave Vegas using the username [EDIT], I played only slot games on this site, but after losing £250 I decided to close my account as I felt it was not paying out, but in trying to do this I had to email the support team because it would not allow me to close or self exclude from the site itself, they emailed back requesting all my bank details and lots of personal information just to close the account, I felt this was not right as I was not making a withdrawal which is when I would have been expected to be asked to submit those personal details and explained this to them, they respected my reasons and said that they would close the account. Within another month around the 24th to 26th Sept 2018 I receive more offers from the same casino site Crave Vegas, I could not believe this so I thought they wanted me to come back and signed up again with the Username [EDIT] as I did not think this is a problem it appeared that my account was never closed and it allowed me to keep playing and once again I kept losing more money with still no returns, this time I spent £425 which left me at a loss financially and overdrawn in my bank, although I understand that I should be more responsible, however, I do feel that the temptation of further offers should not have been sent to encourage me to continue playing and feel that this is where the casino site was being unfair to me as a vulnerable player, I would like to understand my rights in complaining to get this amount refunded back to me as it should not have happened despite my request to close my account and they failed me and would want to make sure that this does not happen to me or any other player in the future. I will add that days after I received yet another offer after trying to close my account again this is when I started to worry that this will continue unless I did something about it so on the same day I complained to Crave Vegas directly before contacting you about taking this further, they acknowledged my complaint and offered some compensation of £200 but to this day I still have not received this money back into my account which is why I am now filing a complaint as I'm not convinced that a payment will be made and also concerned they have all my bank details and not sure why this was requested if they are not going to make a payment into my account.
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Hi mitchi - welcome to ThePOGG.com!
Unfortunately there's nothing we can do to help you in this situation.
Firstly you should be aware that Crave Vegas do not hold a UKGC license and as such are breaking UK law when accepting your play. This is not something that we would make a ruling on however as it does not impact the fairness of the gambling transactions in question, however you should be aware of it for future play.
Moving on, Crave Vegas carry the following term:
The email you received will have been on the same address as your originally registered account. As such it is clearly intended for the account associated with that email address.
I would agree that asking you to submit financial information to self-exclude is non-sense. However, Crave Vegas are operating without a gambling license that we are aware of so there are no defined protocols that they have to hold to, unlike other regulated operators. As long as the initial account was closed whether or not they sent out marketing information should not have made a difference.
And this leads us finally to the second account. By registering under new details, even operators licensed in the UK would not be expected to have detected the additional registration or matched it to the previously self-excluded account.
Sorry we could not have been of more help!