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Sun Vegas - shut down my account and withheld my money

Ruling

Found for the Casino - While we understand the player's frustration with a maximum win term, the term is clear and was agreed to at the time the player accepted the bonus. As such there's nothing we can do to challenge the removal of funds.

Read our Sun Vegas Casino Review.

Player's Complaint

I joined the casino, put in my money, got a bonus, won money played though my bonus, then I went to withdraw my $7100.00 they said I could only get $1200.00 and that Sun Vegas was discontinued and they were closing my account.

Read the casino review

5 Responses

User icon
ThePOGG
July 2, 2015

Hi dankos - welcome to ThePOGG.com!

I have 2 comments to make regarding your complaint;

1) Sun Vegas have closed and player accounts have been shifted to other venues in this group where appropriate.

2) Sun Vegas have a term restricting the maximum withdrawal on their sign-up bonus to 6x your deposit. Was your deposit $200? If so you've received the maximum withdrawal you are allowed by the terms and conditions.

Thanks,

ThePOGG

User icon
dankos
July 2, 2015

I can't understand how they can just take my money that way,[REMOVED]

User icon
ThePOGG
July 2, 2015

Hi dankos,

I'm assuming that my assessment in point 2) was accurate. If you've agreed to accept a bonus at a casino that carries such a term you've agreed that the maximum you can win, regardless of game results, is stated in terms and conditions.

While I do not like these terms, they are clear and legitimate and you have to know what you're agreeing to before accepting a bonus.

ThePOGG

User icon
dankos
July 8, 2015

how much did the casino pay you to settle

User icon
ThePOGG
July 9, 2015

Hi dankos, You might want to get your facts straight before you start making sweeping accusations. Look at the Sun Vegas review (and the reviews of all associated properties). ThePOGG.com actively discourages players from playing with this group because of a previous player complaint where the player had a legitimate issue and was unfairly treated to the tune of multiple thousands of pounds. We don't link to them, don't send players to them and actively tell players not to play with them. Your case is far more straight forward - there was a clear term in the bonus rules and they enforced it. If you didn't like it you shouldn't have accepted the bonus. There's nothing to "settle" as I never even took this complaint to the casino. It would have been a waste of the time of everyone involved. As far as I'm aware the casino aren't even aware this complaint exists. You've clearly come to doubt the impartiality of this service and as that's a foundation stone of the mediation process working I would presume you will not be looking to submit any complaints in the future. If it helps I'd suggest you take your complaint to an alternative service - perhaps casinomeister.com or askgamblers.com - but I can tell you that you're going to get the same response from these places. Sun Vegas applied the rules you agreed to - there's nothing fundamentally wrong with that. ThePOGG

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dankos consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

July 2, 2015

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