Vegasluck

[Marcburgum]

Has anyone else had issues dealing with vegasluck?
I am owed £3600 after being sourced of funds and providing all the required documents they than stopped replying to my emails then closed my accounts.
The worse customer service i have ever recieved from an online casino.

 

[joedenly901]

Best to get final response if that is go straight to ibas

 

[Marcburgum]

Hi Joe

I have submitted a complaint to vegas luck/bgo but shock they have not replied.

I have been in touch with eCOGRA who is the ADR service that they use.

By far the worst casino I have ever had to deal with

 

[joedenly901]

Ukgc is open tomorrow ring them options 3 report this

 

[Marcburgum]

Cheers buddy appreciate your help

 

[colinsunderland]

the UKGC won't deal with individual complaints.
You could try contacting @EveBgo

 

[Marcburgum]

Thank you for this she was last seen on here September

 

[colinsunderland]

or @Karolina Filip

shame eve hasn't been on for months and karolina since mid december.

@Casinomeister @LadyJelena

 

[Karolina Filip]

Hi @Marcburgum , there is nothing more i can add to what you were already told by our customer support team. So if you have already been in touch with eCOGRA i suggest you wait for their response.

 

[Marcburgum]

As you know I've submitted a complaint to vegas luck as I was told to.
As you know vegas luck have not acknowledged the complaint via email as instructed by ecogra And stated in your own terms and conditions

 

[Marcburgum]

As vegas luck stated in your terms and conditions 12.4 so when I email a complaint you reply to tell me my account has been terminated

 

[colinsunderland]

Have you raised a complaint and had a final response?
If so then you need to go to the ADR
If not then @Karolina Filip should be able to chase that up for you I imagine.

 

[CasinoNinja]

Did you receive an explanation of why they refuse to pay you? Would be good to have a clearer picture.

 

[Marcburgum]

Yes I sent an email making a complaint on the way the vegas luck had treated me and failing to pay my withdrawals. I sent in ALOT of documents proving source of funds.
However they choose to tell eCOGRA that I had not lodged a complaint. I have all the proof I need.

Really not sure what to do next

 

[Marcburgum]

I did not receive any explanations whats so ever.
On the 8th jan bgo emailed me to inform me my documents were still with the compliance team.
The next email on the 12th was them closing my account and telling me they would not be corresponding any further.

 

[colinsunderland]

The final response email seems to be dated today. so did you complain to the ADR before you got that? If so then resubmit your complaint now you have the final response.

What exactly is your complaint?

@Casinomeister is the following really acceptable for an accredited casino to have as part of their T&C's? Basically a 'we can take your money whenever we want' term?

 

[Marcburgum]

Thats the second final response email they have sent me however they have told eCOGRA that I have not submitted a complaint to them, so eCOGRA can't proceed until I have. However I all the proof I've submitted a complaint about my account. My complaint is the fact they have stole £3600 that they owe me and will not pay. Every document they asked for bank Statements I provided

 

[Marcburgum]

Oh and another thing even after they had sof me they did not stop me from depositing into there account, I didn't realise they wouldn't be processed my withdraws at that point.

If they want to talk about responsible gaming that isn't responsible of them.

 

[colinsunderland]

Thats the second final response email they have sent me however they have told eCOGRA that I have not submitted a complaint to them, so eCOGRA can't proceed until I have. However I all the proof I've submitted a complaint about my account. My complaint is the fact they have stole £3600 that they owe me and will not pay. Every document they asked for bank Statements I provided

So your position is that they lied to the ADR?
What date did you make your complaint? Surely you can forward the initial complaint email to the ADR along with their first final response email, to prove they lied to them?
I get thats the outline of the complaint but it tells me nothing. I might not be BGO's greatest fan, but I know they don't usually steal money from people, so there has to be some background to what happened.

Was the SoW regarding anti money laundering or responsible gaming? Unfortunately, and as much as I think it's abhorrent, they are allowed to continue taking deposits whilst doing a SoW enquiry, and if it's for AML purposes, then they might not be able to legally pay you at that time. Any decent casino would block all deposits and play though.

 

[Marcburgum]

I emailed my complaint on the 15th January to vegas luck and bgo they must of responded to eCOGRA on the 19th telling them I had not submitted a complaint which is a blatant lie.

Think sof was responsible gaming. I'm self employed and do not get payslips I provided them 3 different bank statements

 

[Marcburgum]

Hi @Marcburgum , there is nothing more i can add to what you were already told by our customer support team. So if you have already been in touch with eCOGRA i suggest you wait for their response.

Can you clarify if vegas luck recieved my complaint that I sent on the 15th jan also resent on the 19th jan 2021.

 

[colinsunderland]

Theres nothing there to say that they didn't have a complaint, just that BGO's internal complaints procedure hadn't been completed.
What date did you get the first final response email from BGO?
What date did you send your complaint to the ADR?

 

[Marcburgum]

I got an email from vegas luck on the 12th @ 2:15 pm telling me that they had closed my account and would not be entering into any further correspondence with me.

Then i got another email on 12th @ 2:25pm telling me there complaints procedure.
Emailed vegas luck on the 15th of my complaint and did not get a response. I also registered my case on the 15th with ecogra and got a reply on the 18th asking for details.

Still no response from vegas luck at this point baring mind in there own t&Cs they say they will respond usually with in 24hours.

On the 19th ecogra emailed telling me that vegas luck had told them I have not completed there internal complaints procedure even tho on the 12 vegas told me they would not be corresponding with me anymore.
I resent my complaint to vegas luck on the 19th @ 1:07pm and got an email on the 2th jan from BGO I've attached there response

 

[colinsunderland]

Emailed vegas luck on the 15th of my complaint and did not get a response. I also registered my case on the 15th with ecogra and got a reply on the 18th asking for details.

And thats the reason you got nowhere with the ADR. How could you have completed the internal complaints procedure when you gave them, at most, a matter of hours to investigate and respond to your complaint?

I would suggest resubmitting it at some point now you have had the final response. I would also suggest formulating your complaint a little better, and going into more detail. You are aren't exactly giving the ADR much to go on if your complaint is 'how I've been treated'. Before you send it, read it back imagining you know nothing about it and make sure it makes sense and the complaint is clear.

I would also suggest requesting a SAR from BGO to include any information might be relevant to your complaint.

 

[Marcburgum]

Lets not forget they emailed on the 12th telling me they will not be responding anymore then again on the 20th is that not a final response on the 12th ?

How do I resubmit my claim if vegas luck won't even acknowledge my complaint ?


You are probably right as I was so angry at the time of sending the adr

What is a SAR?