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Vegas Hero - self-exclusion
Ruling
Found for the Casino - This player has been repeatedly setting up different accounts each time altering their details. This is prohibited activity.
Player's Complaint
I signed up to Vegas Hero casino.
As I registered everything went well, however looking at my profile there was a typo in my surname , I opened live chat and mentioned this, he said it was fine and would be changed as I sent over my ID, I have screen shots of this.
I deposited 585 pounds in total and won just under 1400.
My account then got shut and self excluded as I was told I previously was a member of another sister site .
Winnings have been confiscated and now I’ve been told they will only return 200 of my deposit despite depositing 585 and winning 1400!!
What an absolute joke, they let me deposit no problem
And now they are taking everything !
I want my whole deposit back if they won’t pay out.
7 Responses
Thank you very much.
They won’t reply to my emails.
I understand if they can’t pay me the winnings but they can’t keep my whole deposit , it’s not right or fair .
I’ve been told I’m getting 200 pounds left but I’m still owed another 385!
I would really really aprreciate anything you could do to help me get this back .
I have a screen shot Of their customer service teling me my account will still work perfectly despite the typo on my surname . I made sure I mentioned this to them straight away before I deposited anything .
I only deposited and played as I was told my account would be working with no problem !
How’s it going?
They still won’t respond to me .
Shambles of a casino
STill waiting guys? What’s the latest ? Can’t believe they won’t give me the rest of my deposit back ! They won’t respond to me
Hi jonnyrowland,
I've concluded our discussion with VegasHero about this issue.
The first point to make here is that you have repeatedly set-up accounts at brands run by this operator, changing your details slightly every time to avoid automated detection. Where you self-exclude with a gambling operator you are entering a contract: they will take reasonable measures to prevent you accessing their services and you will not try to circumvent those measures. In this case you very clearly have not upheld your end of this contract. No operator allows you to have multiple accounts under normal circumstances, so even without your self-exclusion you are breaching terms by repeatedly signing-up. As such any activity on your account is void and you will not receive winnings.
Moving on, the operator has agreed to return your deposit less a 10% fee to cover transaction costs and administration.
If you could confirm when you receive your funds we would appreciate it.
Thanks,
ThePOGG
Hi jonnyrowland,
Have you received your refund?
Thanks,
ThePOGG
Hi jonnyrowland,
If we haven't heard from you by Friday the 27th of April I'll assume you've received your refund and close this complaint.
Thanks,
ThePOGG
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Agreement
jonnyrowland 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:
March 19, 2018
Hi jonnyrowland - welcome to ThePOGG.com!
I'll contact the operator and see what we can find out for you.
Thanks,
ThePOGG