Las Vegas USA - Refunds not being paid

Hi sully2015 - welcome to ThePOGG.com!

As a UK citizen you should only be playing with operators that hold a UKGC license. Las Vegas USA do not hold a UKGC license and as such are breaking UK law by accepting your custom.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

Hi there,

Thank you for your assistance.

When I first joined the casino I asked if they accepted UK players and I was reassured by them that they did. How frustrating.

I understand that you are limited by what help you can give. Don’t hesitate to let me know if you require further details.

Thanks,

James

I have emailed evidence to support my complaint to the required email address.

Do not hesitate to let me know should you require more information.

Kind regards,

sully2015

Hi sully2015,

Do you have a copy of the conversation where you initially requested to self-exclude?

Thanks,

ThePOGG

Hi there,

Unfortunately I do not have a copy of my original request. In hindsight I wish I had asked for a copy. I imagined I would be permanently excluded as requested and wouldn’t ever be able to log back in. But I was obviously wrong.

Did you receive the other information action I emailed you about my complaint?

Kind regards,

sully2015

Hi sully2015,

The issue here is that the operator are contesting that there was no exclusion. Without proof of the request there's little we can argue here.

Thanks,

ThePOGG

Thanks for the update.

I am not surprised that the operator is claiming this. I can send you screen shots if online chats that I have had with them where they are confirming that I am either due a refund or have already received a refund.

Surely this will prove that they have already accepted that I had asked for self-exclusion and that they accept that they have acted inappropriately by allowing me to continue to gamble in spite of my self-exclusion request.

I wish I had kept transcripts of my request for exclusion. Surely the operator will have full records of all past online chats with me?

Sully2015

Hi there!

Just checking you received the documentation I sent a couple of weeks ago? Do you have any further updates for me?

Many thanks!

sully2015

Hi there,

Could you confirm you received the documents I sent via email?

Many thanks,

Sully2015

Hi sully2015,

Sadly despite repeated efforts to contact this operator to discuss your issue we are no longer receiving any responses to our communications. At this juncture we have no reasonable expectation of this changing.

Sorry we could not be of further help.

ThePOGG

Could you please leave the complaint open in case they do reply?

Or can you advise me what else I can do to pursue my refund?

Thanks,

sully2015

Hi sully2015,

Unfortunately there is nothing further we can recommend. This is an unlicensed operator functioning in a manner that would be extremely difficult to pursue legally.

Sorry,

ThePOGG