Windows

Bitcoin

Euro

US Dollar

Betsoft

Rival Gaming

National Betting Authority of Cyprus

Vegas2Web Casino

Master Card

Neteller

Skrill

Use My Funds

VISA

Chat

Email

Phone

Hi jaykay - welcome to ThePOGG.com!

Unfortunately you've chosen to play with a operator that are negatively listed with this service, inconsistent in their response to complaints and who are unlicensed. While we will try to contact the operator on your behalf, the chances that we will be able to help you are low.

I would also suggest you consider our free Responsible Gambling app <a href="https://betblocker.org/" target="_blank" rel="nofollow">BetBlocker</a> that will allow you to restrict your device from accessing over 6.7k gambling sites for anywhere between 24 hours and 5 years.

Thanks,

ThePOGG

Hi jaykay,

I've reviewed this issue with Vegas2Web.

Firstly, with regard to the "promotional error" - there was no error. You participated in a promotion where players were awarded points, which would at the end of the promotion be converted into cash prizes, for each withdrawal that they reversed and subsequently played down. The fact that you had to play the deposits down to receive the points was clearly detailed in the promotional terms. You initiated a series of withdrawal reversals without playing down the balances. The reversals did add points to your points counter. These were simply adjusted afterwards to respect the fact that the balances were not played down and as such did not qualify for points.

The subsequent cash bonuses you were given were issued to keep a valued customer happy - a goodwill gesture - not because you were entitled to a larger prize than you initially received.

Moving on to your issue with account closures/self exclusions - the communication records I've provided do not show you clearly informing the operator of a gambling problem. What I can see is that you express dissatisfaction with your tendencies towards reversing withdrawals and you do self exclude (using that language) at one point but subsequently request to re-open your account. The re-opening of your account is provisional on the completion of a cooling off period (the agent you were dealing with delays the account being re-opened to the next day) and requires the completion and return of a consent form. 

Vegas2Web are an effectively unregulated entity, but even within better regulated markets for an account closure request to be considered a 'self exclusion' in responsible gambling terms requires the player to be clear in informing the operator that they are closing their account due to gambling addiction issues and - to my current knowledge - all other than the UK still allow for the re-opening of accounts as long as certain criteria, like cooling-off periods, are adhered to. 

While I do have some concerns regarding whether closing your account due to being frustrated with repeatedly reversing and playing down withdrawals could be interpreted as indicative of a gambling issue that I may raise in a well regulated market, it is not a clear statement. In a market of poor/no regulation if you want the protections that a responsible gambling closure offers you do not have the luxury of being ambiguous.

So the question I have to ask at this juncture is do you have record of any communication where you clearly informed the operator of your gambling issue?

Thanks,

ThePOGG

Hi jaykay,

I#'m following-up on the above?

Thanks,

ThePOGG

Hi,

My self exclusion was made on the site, under the self exclude button there is a reason code, i chose "i have a gambling problem" as the reason.  There is nothing ambiguous about that.  I restrained my playing until i was contacted by former host on feb 21 2019.  When i had "cooled off" i had limits imposed on my account.  My host further contacted me saying she would approach management about the promotion issue for 8000 usd of i agreed to have the limits removed.  At that point i was not compensated by the limits were still removed and i reverted to my old addiction.

Hi Jaykay,

We've concluded an extended discussion with Vegas2Web regarding this issue. Sadly we've been unsuccessful in resolving the matter.

As a standard, after a player has self excluded at Vegas2Web, the operator requires that they complete and return a printed form stating that they are requesting their exclusion be lifted and that they are now feeling okay to play. Comparatively this is a relatively weak barrier to return to play compared to those required by more stringent regulatory authorities, but within the regulatory grouping this operator is part of this is reasonably normal.

In this instance the operator chose to set aside this requirement for a VIP player and viewed this as being a perk. We have a significantly different view of this action. While the form may be an inconvenience, that is exactly what it is intended to be to provide a barrier between a vulnerable player and re-accessing gambling services. By removing this requirement Vegas2Web have actually offered you - a player they claim to consider a VIP - lower protections than any other player would received.

Beyond this, it is impossible to ignore the fact that in this circumstance "VIP" equates to "highly profitable player for the operator". So in this case the operator has chosen to offer reduced responsible gambling protections to a player who they know as fact to have informed them of gambling addiction issues specifically because the player has generated a lot of profit for them in the past. This fact cannot be viewed in isolation and certainly strongly implies that the decision to remove the barriers between yourself and play was financially motivated.

In all fairness we do have to acknowledge that the operator has assured us in future that even VIP customers will be required to meet self exclusion requirements and have indicated that you have disputed the deposited you've made via your payment provider, but this does not change the fact that we view this to be a fundamental failure by Vegas2Web to offer any protection to a vulnerable player.

Sorry we could not be of further help.

ThePOGG

Vegas2Web removed the only responsible gambling protection they offer as a 'VIP perk' for this player.

Hello,
 
 Earlier this year I initiated a self exclusion from this casino on the basis of losing control of my gaming. I was contacted about a month later following up and I felt (wrongly) that I would be able to return to gaming responsibly. I asked to be reinstated and the host did not try to discourage me but instead offered me a 1000 free chip to play if i returned which baited me back in to playing
 I initially set limits on my account, which were initially honored. A few months later, i was told that my host would get me funds i lost during a promotional error, but in order to recover them (about $7500) i would need to lift the limits, which I agreed and signed off with. I did not receive the $7500 but the limits were still lifted, which appears to be a classic bait and switch. As per before, my gambling got out of hand without the limits and I feel the casino was complicit in not honoring my attempts to recover from my addiction.

Vegas2Web - baited back to playing after excluding for addiction

To submit an online gambling complaint, register a new account or log in.

Create account

Log in

Got a complaint about a gambling site?

Casino Review Site Logo

Log out

Account

Title

Complaint Details

Posted By

Disputed amount

Date raised

Date closed

Player’s Complaint

To protect the privacy of our users, all personally identifiable information has been redacted. If you see anything we've missed contact us at complaints@casinoreviews.com.

Player's Complaint

Player Complaint Responses

Complaint Title

This complaint may have been archived. If you are looking for information about your complaint, please contact us at complaints@casinoreviews.com

This link is no longer valid

Dynamic Single Complaint 

Default

IGT DE

All British Casino UK

Playtech ZA

Bank Transfer CA

Online Casinos UK

Cookie Policy DE

PayPal

Neteller UK

Spin Casino

ecoPayz IE

King Billy Casino CA

Free Spins IN

Casinos en vivo PE

Terms of Use DE

Mirax Casino CA

Oasis Poker

Hellspin Casino NZ

Roulette ZA

Rizk Casino IE

Bonos de Casino

ecoPayz UK

Live Casinos AT

IGT NZ

Yabby Casino IE

Casinos Online CL

Condiciones de uso MX

Dave Ellefson - Founding member of Megadeth

African Grand ZA

GrandWin Casino

Mirax 

Bank Transfer ZA

Guts Casino CA

Ken Smith Blackjack Tournament Expert

Diamond7 Casino 

Casino Games IN

Visa CA

bCasino.co.uk – A UK licensed operator with ties to the black market?

New Casinos IN

21Prive Casino

Queen Vegas NZ

All Complaints

Visa ZA

King Billy Casino

Skrill CA

PayPal NZ

500 Deposit NZ

32Red Casino

Paysafecard DE

Responsible Gambling IN

Casino War

21Red Casino

Game Providers UK

Qbet Casino

ecoPayz CH

Quickfire

Zahlungsmethoden CH

Ruleta CO

Betway Casino NZ

888 Casino

PayPal IE

Arctic Casino NZ

JackpotCity Casino Ontario

Responsible Gambling UK

Aristocrat

Microgaming DE

888 Casino CA

Grosvenor Casino

100 Deposit NZ

Online Casinos IE

Mirax NZ

Starda Casino IN

Casumo Casino Ontario

Bank Transfer IN

Wazamba Casino CA

Betsson CO

Baccarat CA

Vegas Crest NZ

Red Stag Casino IE

Live Casinos NZ

Casumo Casino NZ

KingdomAce Casino

Mobile Casinos

CasinoLuck

Dinero real

Blackjack MX

Playtech DE

Visa IN

SlotsMagic Casino NZ

Bizzo Casino CL

Craps UK

Boku ZA

WSM Casino CA

888 Casino Ontario

Slots UK

Cobra Casino NZ

JackpotCity Casino IE

Cobber Casino AT

Política de privacidad MX

Whistleblowing Policy

Baccarat IE

Casino4u AT

Juegos de Casino CO

Casino Classic NZ

Casino Bonus AT

VIP Casinos CH

Contacta con nosotros CL

Ultra Casino NZ

Royal Panda Casino

Bally ZA

Wildz Casino Ontario

Neue Casinos DE

Bitcoin AT

Best Payout casinos NZ

Dinero real MX

Jackpot Village Casino

Villento Casino

Wazamba Casino

Zaza Casino

Interac 

Playtech CA

Fresh Casino

Casino Games ZA

Spielautomaten CH

Fresh Casino IN

Quickfire NZ

Izzi Casino CA

LuckyWins NZ

Beste Auszahlungen in Casinos DE

Euro Palace Casino NZ

Ladbrokes Casino

Spielautomaten AT

Payment Methods

IGT IN

SpinBetter Casino NZ

Bally CH

Aristocrat UK

Bank Transfer

New Casinos UK

Locowin Casino CA

Guides

Roulette CH

Fresh Casino PE

PlayNGo DE

Nuevos casinos PE

WinsRoyal Casino NZ

VIP Casinos

New Casinos IE

CasinoVibes Casino CA

Real Money ZA

Conquestador Casino CA

Bonos de Casino PE

Konami ZA

Turbico Casino

Affiliate Edge and retroactive term changes