I was ripped off by Vegas Regal Casino and therefore I want to warn the online gambling community of depositing at this dodgy site. This is what happened:
Some weeks ago I registered at Vegas Regal Casino and I deposited six times and I requested a withdrawal three times. They paid me in some days everytime and everything was fine. There were always several promotions in my account and on each deposit I claimed a bonus.
On the 23rd of June I deposited 50€ and I received a bonus of 150€. I was very lucky and soon my balance was about 800€. Of course I still had to wager a lot to clear the bonus so I played several sessions in the next days and I was still lucky because my balance hardly went down. The other day when I logged into the casino it said "no promotions available" and even the promotion that was still active had disappeared. My balance of 803€ was still in my account. But I knew that I could not withdraw it because I had not cleared the bonus yet. So I emailed the customer support asking them how much more I had to wager to clear the bonus.
The other day I logged into my account and my balance of 803€ had disappeared and only 50€ were left. I received an email from them on the 28th of June that said:
"Regrettably, that the active bonus has been removed and your last
deposit has been added back to your account.
This is due to your account being flagged for bonuses."
I replied that they can exclude me from promotions but only from future promotions because I have not done anything that is forbidden and that should put back into my account the balance of 803€ or in other words the 753€ they confiscated in order to enable me to clear the bonus I had received.
This time they replied:
"Regrettably, a number of factors have led to our automated security
system flagging your account as bonus ineligible. You will continue to
be able to deposit and withdraw without using a bonus.
I also have to inform you that managements decision stands your
winnings will remain voided and your deposit has been added back to your
account."
I replied they could exclude me from future promotions but they could confiscate my balance only if I had breached their terms and that I have not done so. and therefore they should either restore my balance of 803€ or they should explain how I have breached their terms.
This time they replied:
"Following up on your email.
Please note that the following terms are clearly stated on our
website.
Bonuses may be refused at the discretion of the management if abuse of promotions is suspected. All withdrawals will be audited and refused
where there is suspected fraud or at the casino management's
discretion.
Any promotion or offer is terminable at any time in accordance with the
views of the casino without prior notice or obligation"
I replied that there is no such thing as bonus abuse as long as the player does not breach any terms and that this statement is too vague and they should explain what they exactly mean and that I hope they dont call me a fraudster because that would be libel and that they can terminate a promotion but once I have claimed it we have made a deal and they can back out from a deal only if I had breached the terms and they should either restore my balance or explain to me which term I breached. However, when I tried to send this email to them each time I received a message that said the email could not be delivered. Strange, I could email them all of the time but suddenly it was impossible. So I emailed them using a different email address and asking them the same simple questions again.
This time I received an email not from the customer support but from the manager of Vegasregal - on the 19th of July - and he told me that the reason for confiscating my balance was not bonus abuse or fraud but it was irregular game play. He quoted this statement from their website
"The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings for irregular play. 'Irregular play' includes but is not limited to the following types of play: Placing single bets equal to or in excess of 30% or more of the value of the bonus credited to the account prior to the play-through requirement for that bonus having been met."
It is true that they have got this rule now and that I would have breached it because I bet more than 30% of the bonus amount. However, this rule did not exist when I played there. I played in June and they added this max bet rule in July so it does not apply in my case obviously because they cannot change the terms retrospectively. I can prove that I am telling the truth because I have made screenshots of the original terms that were there in June.
Of course I replied that this max bet rule does not apply because it was not there when I claimed the bonus and I played with it but they do not reply anymore. Not surprisingly lol. What could they reply?
I posted a complaint on the askgamblers site but Vegasregal ignored it just like they ignored maxd and my PAB. How sad and dirty it is that they treat me this way. And who knows to how many players they did something like that. Only a small minority of players who are not paid go public I suppose. Maybe Vegasregal is close to going broke and therefore they cannot pay the winners anymore but in this case they should not accept deposits anymore.
Imo affiliates should stop promoting this casino now in order to prevent other players from being ripped off, too. And maybe they should be rogued by casinomeister. They are in the not recommended section now and maybe they should be rogued like some other rival casinos. And maybe a warning should be published like it was done about Casino770 recently.
Oh and btw I contacted their licencing authority a week ago but they have not replied yet and I have heard they are notorious for not being helpful. So maybe I will never receive my legitimate winnings but at least I want to warn the online gambling community of this dodgy casino in order to prevent others from being treated by Vegasregal like they treated me. There are a lot of reputable casinos out there so do not put your money at risk by depositing at a dodgy site like Vegasregal.
Some weeks ago I registered at Vegas Regal Casino and I deposited six times and I requested a withdrawal three times. They paid me in some days everytime and everything was fine. There were always several promotions in my account and on each deposit I claimed a bonus.
On the 23rd of June I deposited 50€ and I received a bonus of 150€. I was very lucky and soon my balance was about 800€. Of course I still had to wager a lot to clear the bonus so I played several sessions in the next days and I was still lucky because my balance hardly went down. The other day when I logged into the casino it said "no promotions available" and even the promotion that was still active had disappeared. My balance of 803€ was still in my account. But I knew that I could not withdraw it because I had not cleared the bonus yet. So I emailed the customer support asking them how much more I had to wager to clear the bonus.
The other day I logged into my account and my balance of 803€ had disappeared and only 50€ were left. I received an email from them on the 28th of June that said:
"Regrettably, that the active bonus has been removed and your last
deposit has been added back to your account.
This is due to your account being flagged for bonuses."
I replied that they can exclude me from promotions but only from future promotions because I have not done anything that is forbidden and that should put back into my account the balance of 803€ or in other words the 753€ they confiscated in order to enable me to clear the bonus I had received.
This time they replied:
"Regrettably, a number of factors have led to our automated security
system flagging your account as bonus ineligible. You will continue to
be able to deposit and withdraw without using a bonus.
I also have to inform you that managements decision stands your
winnings will remain voided and your deposit has been added back to your
account."
I replied they could exclude me from future promotions but they could confiscate my balance only if I had breached their terms and that I have not done so. and therefore they should either restore my balance of 803€ or they should explain how I have breached their terms.
This time they replied:
"Following up on your email.
Please note that the following terms are clearly stated on our
website.
Bonuses may be refused at the discretion of the management if abuse of promotions is suspected. All withdrawals will be audited and refused
where there is suspected fraud or at the casino management's
discretion.
Any promotion or offer is terminable at any time in accordance with the
views of the casino without prior notice or obligation"
I replied that there is no such thing as bonus abuse as long as the player does not breach any terms and that this statement is too vague and they should explain what they exactly mean and that I hope they dont call me a fraudster because that would be libel and that they can terminate a promotion but once I have claimed it we have made a deal and they can back out from a deal only if I had breached the terms and they should either restore my balance or explain to me which term I breached. However, when I tried to send this email to them each time I received a message that said the email could not be delivered. Strange, I could email them all of the time but suddenly it was impossible. So I emailed them using a different email address and asking them the same simple questions again.
This time I received an email not from the customer support but from the manager of Vegasregal - on the 19th of July - and he told me that the reason for confiscating my balance was not bonus abuse or fraud but it was irregular game play. He quoted this statement from their website
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"The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings for irregular play. 'Irregular play' includes but is not limited to the following types of play: Placing single bets equal to or in excess of 30% or more of the value of the bonus credited to the account prior to the play-through requirement for that bonus having been met."
It is true that they have got this rule now and that I would have breached it because I bet more than 30% of the bonus amount. However, this rule did not exist when I played there. I played in June and they added this max bet rule in July so it does not apply in my case obviously because they cannot change the terms retrospectively. I can prove that I am telling the truth because I have made screenshots of the original terms that were there in June.
Of course I replied that this max bet rule does not apply because it was not there when I claimed the bonus and I played with it but they do not reply anymore. Not surprisingly lol. What could they reply?
I posted a complaint on the askgamblers site but Vegasregal ignored it just like they ignored maxd and my PAB. How sad and dirty it is that they treat me this way. And who knows to how many players they did something like that. Only a small minority of players who are not paid go public I suppose. Maybe Vegasregal is close to going broke and therefore they cannot pay the winners anymore but in this case they should not accept deposits anymore.
Imo affiliates should stop promoting this casino now in order to prevent other players from being ripped off, too. And maybe they should be rogued by casinomeister. They are in the not recommended section now and maybe they should be rogued like some other rival casinos. And maybe a warning should be published like it was done about Casino770 recently.
Oh and btw I contacted their licencing authority a week ago but they have not replied yet and I have heard they are notorious for not being helpful. So maybe I will never receive my legitimate winnings but at least I want to warn the online gambling community of this dodgy casino in order to prevent others from being treated by Vegasregal like they treated me. There are a lot of reputable casinos out there so do not put your money at risk by depositing at a dodgy site like Vegasregal.