Sun Vegas - confiscated winnings
Ruling
Found for the Player - Sun Vegas have enforced their bonus terms inconsistently in a fashion that ensured they came out ahead despite a situation where both parties were at fault. As such we have moved all the Vegas Partner Lounge properties to Not Recommended status.
Read our Sun Vegas Casino Review.
Player's Complaint
Sun Vegas casino has confiscated £18600.
Casino: www.sunvegascasino.com username: [EDIT]
The e-mail of my casino account: [EDIT]
Description:
I have been playing at Sun Vegas casino since February 2012 losing a net sum of £18,175. This was before I got lucky on 7.10.13. When I logged out of my account that day I had £ 13,700 in pending withdrawal in addition to £13,500 in my account balance. The next time I logged in these £27,200 disappeared. At the same time, the sum of my deposits that day, £8600, have been returned to my Neteller account. The rest, a total of £18600 has been confiscated. The following exchange of mails between me and the casino tells it all:
The emails exchange:
Them:
Dear *[EDIT]*
Thank you for choosing to play at Sun Vegas Thumper.
We are happy to inform you that your Cash-In has been finalised. Your Cash-In will be paid into your account as soon as possible. Please familiarize yourself with your preferred *banking method* to see how long it will be until the money is available in your account.
At Sun Vegas Thumper we strive to ensure you the best in service and delivery. For this purpose, you can chat directly with a consultant who is dedicated to assisting you with all your queries right now. For all general enquiries, please e-mail*banking[@]vegaspartnerlounge.com.*
Feel free to contact us at any time.
Kind regards,
Withdrawals Manager
banking[@]vegaspartnerlounge.com
(They just forgot to mention that they Finalized it by confiscating most of it...)
Me:
15/10/2013 21:10 - [EDIT] wrote:
Hi,
When I logged out of my account on 7.10.13 I had £ 13,700 in pending withdrawal in addition to £ 13,500 in my account balance. I have received only £ 8600 to my Neteller account so far and the balance in my account is suddenly 0.
Please complete the withdrawal to my Neteller account and fix the account balance.
Best Regards,
[EDIT]
.
Them:
On 10/16/2013 1:04 PM, [EDIT] wrote:
Hi [EDIT],
Thank you for your email.
The decision was taken by our Risk department who have identified your gaming strategy and wagering as that of a professional gambler. This act was repeated multiple times and is therefore seen as a deliberate action to swing pay out odds in your favour. Our Terms and Conditions regarding this matter dictate that we close the accounts of such offenders however given your account history, we have decided to keep your account open.
The £8,600.00 you received in your Neteller account was for your deposits made which was refunded to you.
Should you require any further assist, please do not hesitate to contact me.
Regards,
[EDIT]
VIP Manager
Vegas Partner Lounge
Me:
17/10/2013 09:40 - [EDIT] wrote:
Hi [EDIT]
Why didn't you refund my deposits when I lost over 10k last month or when I lost over 12k the month before that? Or maybe you should refund me the over 110k I deposited since registering over a year and a half ago??
[EDIT]
Them:
On 10/18/2013 1:48 PM, [EDIT] wrote:
Hi [EDIT]
Thank you for your email.
The refund of your deposits were made for the duration of our Risk division reviewing your account/gameplay. It is for this reason that only the deposits made between this time frame have been refunded to you.
Hope you enjoy your weekend.
Kind regards,
[EDIT]
*VIP Manager*
*Vegas Partner Lounge*
Email: [EDIT]
Me:
Hi [EDIT]
Thank you for your email.
I would like to kindly request that the risk division review my game play during August, September and the beginning of October.
Once they do so, they will find a very similar, if not identical, game play to the one on 7.10.13, which they did not accept.
If they still remain in the opinion that my game play is not to their liking, could you please ask them to equally reverse all those gaming sessions too and credit my deposits of nearly £53,000 back to my Neteller account?
Naturally, they may reduce the amount of £27,700, already paid to me over that period.
Thank you.
[EDIT]
Them:
Hi [EDIT],
Thank you for your patience regarding this matter.
I received feedback from our Risk department that they did not specifically review a certain date range as you initially anticipated. They reviewed month's of game play before they identified your gaming strategy and wagering as that of a professional gambler. I have also been notified that we are unable to refund any deposits made
on your Sun Vegas Casino account. The only refund that took place on your account was for £8600 which you already received.
Kind regards,
[EDIT]
*VIP Manager*
*Vegas Partner Lounge*
Email: [EDIT]
Me:
Hi [EDIT]
Thank you for your email.
I have been playing at your casino for the past 20 months using the same games and "game play" all along. During this time I lost a net sum of more than £18000.
As I did not breach any terms, it is clear from your reply that you allow yourself to reverse the result of my gaming sessions only when it suits yourself, that is, only when I win. Please note that I intend to take the matter further and will keep you informed.
Kind regards,
[EDIT]
Dear Pogg
I don't know what to add to this unbelievable emails exchange....
I believe that it speaks for itself, but please do not hesitate to ask me for any further info/proof you may need. I'd appreciate it greatly if you could check it out.
Kind regards,
[EDIT]
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Hi veronika - thanks for getting in contact.
I'll contact Sun Vegas now and see what I can find out for you. Please bare with me.
ThePOGG