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Vegas Baby - 3rd Party Deposit
Ruling
Declined - Claims relating to unauthorised use of payment methods necessitate the involvement of the payment provider and police and are beyond the scope of this service.
Read our Vegas Baby Casino Review.
Player's Complaint
I opened an account on 7th December and accidentally used my wife's card to make deposits (details saved on my phone as I use for online shopping).When I realised I complained immediately on the same date and pointed out that this is against Vegas Baby's own terms and conditions and that the payments should have been blocked and refunded as per the details on their website copied below:
14. DEPOSITS
j. All payments into the Account must be from a payment source on which Player is the named Account holder. If this is not the case, the deposit will be rejected and funds transferred back. Any charges levied by the banks and/or payment gateways will be deducted from the reversed amount
Vegas Baby took 4 days just to ask for verification documents from me and my wife which have all been sent in the correct format. Not even sure why these were required when their system should have just blocked and refunded the deposits in the first place but I sent them anyway. I have since sent a number of emails querying why a refund of the deposits is taking so long and becoming so complicated when it is clearly against their own policy to have accepted the deposits in the first place. I have received no proper answer to any questions but just standard holding replies. I have also asked how to escalate the complaint, name of the CEO etc as I am so frustrated with the lack of response from customer services but again all my messages have been unanswered. It is now the 16th December and I would have expected a resolution by now as whilst I did make a genuine mistake Vegas Baby have clearly not heeded to their own terms and conditions and need to accept responsibility here. My wife is also self excluded from the One Click Group so the casino has failed in its customer protection on 2 counts here.
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Agreement
Lottie1968 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:
- Vegas Baby
- United Kingdom Gambling Commission
- One Click Ltd
December 16, 2019
Hi lottie1968 - welcome to ThePOGG.com!
Unfortunately there is nothing we can do to help you in this instance.
We do not accept complaints based on contention that the player did not have permission to use the payment method. If this is the grounds for your refund request you need to contact your payment provider or the local police as appropriate.
As to the self-exclusion issue - the UKGC restrict management of this type of issue to the regulator. You would need to approach them to have your issue reviewed.
Sorry we cannot be of further help.
ThePOGG