MillionVegas Casino - Os ganhos do jogador foram cancelados.

After completing the rollover for a sports betting bonus, I requested a withdrawal of € 434.04. They have only refunded me € 100.

The rest, after numerous complaints, especially via chat, have replied by email that "the rest of the sum was deducted from their withdrawal because it is from their Virtual Sports section in the account."

I have never played in virtual sports, nor have I requested anything for virtual sports.

I send you by email, the series of emails sent - received with this casino to try to solve the problem.

All the best.

Tras cumplir el rollover por un bono de apuestas deportivas, solicité un retiro de 434,04€. Sólo me han devuelto 100€.

El resto, tras numerosas reclamaciones, sobre todo vía chat, me han contestado por correo electrónico que "el resto de la suma se dedujo de su retiro debido a que es de su sección de Deportes Virtuales en la cuenta."

Yo nunca he jugado en Deportes virtuales, ni he solicitado nada para deportes virtuales.

Les remito por correo electrónico, la serie de correos enviados - recibidos con este casino para intentar solucionar el problema.

Un saludo.

Dear oscarp28,

Thank you very much for submitting your complaint. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. Please let me know how you would like to proceed.

Thank you very much for your understanding.

Best regards,

Petronela

I have contacted the casino again, and they seem to be willing to pay me the remainder they owe me.

Either way, I'll keep you posted.

Thank you very much for your interest

Me he puesto de nuevo en contacto con el casino, y parece que hay buena disposición en pagarme el resto que me deben.

De cualquier forma, les mantendré informados.

Muchas gracias por su interés

Great news. I will be waiting for the update patiently.

I have not yet received the money that I need, as promised. I have contacted them again, and they ask me for proof of the money I have received. I will forward what I have. But they already give me different explanations. I do not like it.

Aún no he recibido el dinero que me falta, según me prometieron. Me he vuelto a poner en contacto con ellos, y me piden pruebas del dinero que he recibido. Les remitiré lo que tengo. Pero ya me dan explicaciones diferentes. No me gusta.

Sorry, I'm afraid I don't understand. Were you asked for Proof of Income (money that you have deposited into your casino account) or Proof that you didn't receive the payment?

They asked me for a statement from my bank account, to verify that I have not actually received the money. They say they have paid me. I have just sent you the extract. Let's see if they don't take long to answer me.

Thanks.

Me pidieron un extracto de mi cuenta bancaria, para que comprueben que efectivamente no he recibido el dinero. Ellos dicen que sí me han pagado. Les acabo de remitir el extracto. A ver si no tardan mucho en contestarme.

Gracias.

I understand now. Unfortunately, I haven't received any emails from you. Please try again. My email address is petronela.k@casino.guru. Thank you.

Thank you very much, oscarp28, for the update. Please keep me informed. Hopefully, it won't take much longer for you to receive your winnings.

Hello oscarp28,

Have there been any developments since our last conversation?

Hello, Petronela.

Yesterday I went to access my account, and I find myself with the unpleasant surprise that my account has been closed. I open the chat to clarify the situation and they tell me to wait a moment, they will verify. After several minutes of waiting I find that the chat is disconnected and I cannot reopen it. I can only send messages, not chat.

Today I am still in the same situation: account closed and unable to chat.

Of course I have not received the money.

By mail I am sending you a screenshot of the email I received informing me that they had processed a new withdrawal request.

I wait impatiently for your news. Thank you.

Hola, Petronela.

Ayer fui a acceder a mi cuenta, y me encuentro con la desagradable sorpresa de que me han cerrado la cuenta. Abro el chat para aclarar la situación y me dicen que espere un momento, que lo van a verificar. Tras varios minutos esperando me encuentro que el chat está desconectado y no puedo volver a abrirlo. Sólo puedo enviar mensajes, no chatear.

Hoy sigo en la misma situación: cuenta cerrada y sin poder chatear.

Por supuesto que el dinero no lo he recibido.

Por correo te envío una captura del correo que recibí en el que me informaban que habían procesado una nueva solicitud de retiro.

Espero impaciente tus noticias. Muchas gracias.

Thank you very much, oscarp28, for your reply. I'm sorry to hear that you still didn't receive your remaining winnings. Unfortunately, as I stated in my very first reply since this issue is sports betting related I am forced to reject your complaint.

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your case at the end. I really wish I were of more help.

I contacted the casino requesting more information and will continue our communication via email.

Thank you very much for your understanding.