Sun Vegas :(

hannie

Dormant account
Joined
May 19, 2011
Location
Norway
Hi everyone, this is my first post so please be nice to me :)

i have a good friend with me here, and he suggest to post my experience with sun vegas.

last week i deposited 2 times on sun vegas and on my 2nd deposit i won alot on diffrent games, i managed to build a deposit of 40euro to 1000euro, playing lot of diffrent slots.

and offcourse i asked to withdraw for the 1000euro, they told me to send doc and id with the Autorize report in the same day i printed and scanned that and all sent to them.

after 1 day they said in the mail that they cant send the money back to entropay (i deposited with entropay) so i started to ask support what i can do and he said i can take a wire tranfer, so i gave them all my bank information and it was all set, the day after i asked the support and a guy name Micky told me that it was been prosesed and it was sent. so i was happy right then.

the very next day i wanted to deposit 50euro to try my luck again and the support told me suddenly that the withdraw is not sent again and i can reverse it, and yes i was dum enough to reverse it, but i asked the support why they said the withdraw was prosesed if i can reverse it, and they told me that the withdraw WAS prosesed, so i dint understand,

after all i losed all and asked them to close my acount for such a bad behaivour, as i can swear to god that they told me they have sent my withdraw at least 6-7 times.

now they wont let me close my acount, they said i can win it back and deposit more, i have total sent 6 email wich i say nicely to them that i want my acount closed.

They have sent me this msg 3 times and the other msg is they ignore my request.

I will follow though with the closing of your account, However we would hate to
lose you as a player. If you are willing to increase your deposit amounts, we
would be more than happy to offer you more bonuses and upgrade your status.Thus
given you more play time for your money and a better chance of winning.
:eek:
Should you choose to stay and play we will give you 50% up to €50 on your next
deposit.
 
if you can provide proof that they told you your withdrawal had been processed their accrediation status is in danger of being revoked imo. furthermore, if you want to close your account they should comply. their mail seems to be a last-ditch effort to retain you as a player and personally i see nothing wrong with it although ethically they are doing something wrong if this were a case of gambling addiction. nevertheless,this group seems to be going downhill from my own experiences.
 
Hello again, thank you for the reply, this is all correct, belive me all i have written is what happened. this is emails i have gotten. :

this was the 2 days before i got comfirmed that the withdraw was comfirmed.

Thank you for your support at Vegas Partner Lounge / Sun Vegas Casino.

We have updated the details you sent for your withdrawal request. The payment details are updated as you have opted for a WIRE TRANSFER. Your details were confirmed and forwarded to our finance team to evaluate.

this is a email i got :

Dear Hanne,
Tsvr00XXXXXXXX
Reference no: 201105XXXXXXXX

Thank you for your support at Vegas Partner Lounge / Sun Vegas Casino.

Hanne, please be advised that the withdrawal for €1000.00 has been processed


so they say they have paid me and after few days they say i can withdraw funds that have been prosesed, i dont understand why they say this, this has to be that they didnt sent the money at the first place and they lied about that my withdraw was been sent and waiting to me to try deposit more and say hey you can just use your winning money!...
 
Did you reverse it the next day or did it take more days ?

Normally there is a difference between PROCESSED and APPROVED, but in this case it looks like they clearly implied the wire transfer had been done.

You don't want to hear this, but you should have come here right after you found out it was possible to reverse a withdrawal which was supposedly processed (so not reversible).

If you can prove all this - i.e. by chattranscripts and/or email - you should PAB and see what comes from there. IMO this is very strange behaviour from an accredited casino. IF you decide to PAB you should stop posting here about this though, that the rule.
 
Did you reverse it the next day or did it take more days ?

Normally there is a difference between PROCESSED and APPROVED, but in this case it looks like they clearly implied the wire transfer had been done.

You don't want to hear this, but you should have come here right after you found out it was possible to reverse a withdrawal which was supposedly processed (so not reversible).

If you can prove all this - i.e. by chattranscripts and/or email - you should PAB and see what comes from there. IMO this is very strange behaviour from an accredited casino. IF you decide to PAB you should stop posting here about this though, that the rule.

I reversed the day after it was prosesed, please understand me that they told me my money was sent but i could reverse and to be honest with you i really didnt understand nothing from it, if my money is sent how can you reverse it?

now i want my acount closed but they ignore me, i have sent them 5 email minimum and they come up with diffrent answer like :


Please inform us why you would like to close your account?

If you have not tried one of the new games yet WHAT ARE YOU WAITING FOR !!!

Retro Reels – Extreme Heat
There are five Reels and 30 Paylines filled with rewarding icons, Free Spins that
can recur to bring you more rewards, Re-Spins to ensure maximum winning power, as
well as Multipliers, Wilds and Scatters to offer you more winning opportunities
than ever before


When i explain how bad behaivor i had with this casino they sent me this :

Thank you for your support at Vegas Partner Lounge / Sun Vegas Casino.

Hanne, please be advised that the withdrawal for €1000.00 has been processed, please take note that you have reversed all of the funds into your casino account and therefore you have no remaining balances to be paid.

Ok is that only me or do you get confused by them?
 
Again, if you want to PAB don't post here anymore.

If you don't and they won't close your account, just ignore them and/or block their emails.
 
If this is true (and the OP does sound genuine to me) this is exactly the sort of thing that gives online gambling a bad name.

Microgaming casinos are one of the very worst offenders for this. It really is a scandal that so many MG casinos do behave like this.
 
If this is true (and the OP does sound genuine to me) this is exactly the sort of thing that gives online gambling a bad name.

Microgaming casinos are one of the very worst offenders for this. It really is a scandal that so many MG casinos do behave like this.

Yes, the OP sound genuine. All the OP wish is to have the account closed, so not exactly something to lie about. It would be great to see a PAB over a case where the casino doesent want to close the complainants account :lolup:

Anyway, Yes it is a shame to see that some MG casinos do behave in this bad manner.
 
Yes you need to talk to the rep here as it sounds like left hand didn't know what right hand was doing and they should have accepted your deposit. Doesn't sound like Sun Vegas to me, more like a rival. (one of the shady ones of course;))
 
2night i got 150euro bonus from the sun vegas for my complaint, and i really did good i won and won, TS11 gave me 100euro X 5-6 times and many other games, here a 2 screen shots, but i played and played wagered alot when i decided 2 withdraw 650Euro after 4-5hours it says i didnt met the wagering yet so i had to wager 110euro, So i have played trough 40euro after betting 3-4euro and played for 4 hours? after i calculated i had wagered over 4000euro when i wanted to withdraw 650euro.

after i had 200euro left i had yet 65euro to playtrough and lost it all, this is really crazy i tough i get something after they did a mistake and sent me.
 

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Play-through requirements

Hi,

In good faith we did credit a complimentary bonus of €150.00, which was subject to wagering requirements.
As per our Promotional terms and conditions, bonus amounts credited to any players account are subject to 30 times play-through before any amount may be cashed in.

In this case, €150.00 x 30 = €4,500.00, thus the required wager amount would be €4,500.00 before a cash in would be allowed.

Regards,

Curt
 
At 3-4 Euros per spin in my opinion hannie you were lucky to get even close to completing wagering requirements. At one point you had a balance of nearly a 1000 which again in my opinion was more than enough to `slow grind out` the wagering requirement.
 
Hi,

In good faith we did credit a complimentary bonus of €150.00, which was subject to wagering requirements.
As per our Promotional terms and conditions, bonus amounts credited to any players account are subject to 30 times play-through before any amount may be cashed in.

In this case, €150.00 x 30 = €4,500.00, thus the required wager amount would be €4,500.00 before a cash in would be allowed.

Regards,

Curt

I think the OP didn't read the T&C's and didn't know about the playthrough. That's his mistake, not the casino's.

I'm still not sure what exactly happend in the beginning, but i think a $150 comp is quite generous.

It looks like a "case closed" to me.
 
Let me first say that i played with 0.90 - 1.20euro bet after i build it up to 900euro and changed betting but i didnt hit anything, when i was getting close to play trough the wagering req i did not hit anything at all.

when you confirm that your payment is made ​​and later say no we can not pay to Entropay. then after that I choose wire tranfer, and a guy called Micky the chat says it is done, how can sun vegas reverse the money the day after? yeah I got 150euro bonus for this but in the mail from pitt boss standing there that I had no play trough. I got 150euro bonus 30X is not really so generous of my eyes, it's virtually impossible for one to do this and you know yourself well.

how about I asked you to close my account 6 times and you ignored me all the times? I have all the emails so I have all the "proof". it is as it should be?

must one use a public website so that these companies are listening to one?
 
Let me first say that i played with 0.90 - 1.20euro bet after i build it up to 900euro and changed betting but i didnt hit anything, when i was getting close to play trough the wagering req i did not hit anything at all.

when you confirm that your payment is made ​​and later say no we can not pay to Entropay. then after that I choose wire tranfer, and a guy called Micky the chat says it is done, how can sun vegas reverse the money the day after? yeah I got 150euro bonus for this but in the mail from pitt boss standing there that I had no play trough. I got 150euro bonus 30X is not really so generous of my eyes, it's virtually impossible for one to do this and you know yourself well.

how about I asked you to close my account 6 times and you ignored me all the times? I have all the emails so I have all the "proof". it is as it should be?

must one use a public website so that these companies are listening to one?

I adviced you to PAB multiple times.

Instead you seem to have discussed this with the casino-rep himself and came to a solution. You can't go on and complain afterwards it wasn't a good "solution".

I agreed with you earlier that it was very strange, but it seems you didn't take the satisfactory path to a solution. That's really your mistake, not someone else's.
 
show us the proof! frankly, i am not impressed with vpl as he has ignored my recent pms. in the casino website ecocard is a depositing option but none of the vpl casinos has this option. when i first asked he listed a host of other options that were available for players from my country. a pure lie as i couldnt use these deposit options. now when i question him about this via pm he ignores them hoping they will go away. maybe ya right. stating this in a public forum will attract the attention it deserves.
 
show us the proof! frankly, i am not impressed with vpl as he has ignored my recent pms. in the casino website ecocard is a depositing option but none of the vpl casinos has this option. when i first asked he listed a host of other options that were available for players from my country. a pure lie as i couldnt use these deposit options. now when i question him about this via pm he ignores them hoping they will go away. maybe ya right. stating this in a public forum will attract the attention it deserves.

Ok here is some of emails i sent :


21/05/2011 13:30 - XXXXXXXXXXXX wrote:

> please delete me and never let me inn here again, thank you.
>
> On 21 May 2011 04:14, Sun Vegas Casino <sunvegas@vegaspartnerlounge.eu>wrote:



from XXXXXXXXXXXX@gmail.com
to Sun Vegas Casino <sunvegas@vegaspartnerlounge.eu>
date 24 May 2011 01:23
subject Re: [Ticket#XXXXXXXXXXX] [Ticket#XXXXXXXXXXX]
mailed-by gmail.com

hide details 24 May

I dont want to play on a casino that lies, becoause the support told me that the withdraw was been prosesed the day before i got msg that the withdraw is still reverseble. Please delete my acount.
- Show quoted text -

from XXXXXXXXXXXXXXXXX@gmail.com
to Sun Vegas Casino <sunvegas@vegaspartnerlounge.eu>
date 24 May 2011 14:34
subject Re: [Ticket#XXXXXXXXXXXX] [Ticket#XXXXXXXXXXXX] Document for cash out
mailed-by gmail.com

hide details 24 May

Please close the acount now, i been asking 5 times now, thank you
- Show quoted text -

i have all the emails maybe total 25, btw im not a man, i am a lady ;)
 
I adviced you to PAB multiple times.

Instead you seem to have discussed this with the casino-rep himself and came to a solution. You can't go on and complain afterwards it wasn't a good "solution".

I agreed with you earlier that it was very strange, but it seems you didn't take the satisfactory path to a solution. That's really your mistake, not someone else's.

i dint discussed with the casino rep so much he said he will get back to me soon but he didnt, then i suddenly got a mail from "pittboss" said that i got 150 bonus on my acount that stated it didnt say i had any playtrough requment. and what is PAB? i understand it stand for pitch-a-bitch but i dont understand what thats do...:confused:

i dindt acept anything i didnt say i want this or not this is the mail pittboss sent me :

Dear ,

Thank you for taking the time to read this email.

We tried contacting you from the Vegas Partner Lounge regarding your casino
account at Sun Vegas Casino , but we were unsuccessful. The reason for the
phone call was to inform you that your account has been credited with a 150
Euros Bonus as per the matter regarding your withdrawal complaint.

Please log-in and play!

Hope this meets with your approval.

Adam
PitBoss
 
i dint discussed with the casino rep so much he said he will get back to me soon but he didnt, then i suddenly got a mail from "pittboss" said that i got 150 bonus on my acount that stated it didnt say i had any playtrough requment. and what is PAB? i understand it stand for pitch-a-bitch but i dont understand what thats do...:confused:

i dindt acept anything i didnt say i want this or not this is the mail pittboss sent me :

Dear ,

Thank you for taking the time to read this email.

We tried contacting you from the Vegas Partner Lounge regarding your casino
account at Sun Vegas Casino , but we were unsuccessful. The reason for the
phone call was to inform you that your account has been credited with a 150
Euros Bonus
as per the matter regarding your withdrawal complaint.

Please log-in and play!

Hope this meets with your approval.

Adam
PitBoss

It was correctly described as a bonus, and I am sure the pitboss did not intend to mislead by leaving out a detailed description of what "bonus" means.

They fault remains as initially stated, telling you that you had been paid, when this was untrue. More serious in terms of standards for an accredited casino is their obstinate refusal to close your account upon request, instead it seems they put considerable effort into making you change your mind, even to the point of ignoring your requests in the hope that you would eventually change your mind if they kept on trying.

If you now have your €1000, and are clearly not satisfied with the level of service, ask them to close your account again, and make it clear that failure to carry out your request will lead to a complaint being made to their licensing body, and if applicable, eCogra.

Next, find somewhere else, preferably somewhere that can process your withdrawals back to Ecocard. Ask first, and get confirmation in writing.

Read the PAB rules to ensure that if a problem occurs elsewhere, you do not close this avenue down by breaking the rules set by Max about conduct by the player when a PAB is going to be submitted.
The main PAB rule is that the complaint is kept off the forums until the PAB has run it's course. If you want advice from the forum, be general, such as "this casino......" rather than "Sun Vegas.......". Use a neutral tone, rather than an emotional or aggressive one. All this serves to make the PAB process much easier for Max to handle, and thus he will be happy to take it on where the casino has not indicated that they do not deal with PABs. Such casinos are listed on the "no can do" list.
 

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