CLOSED: Casino Ventura Support and Complaints Thread

Thanks for bringing this to pour attention. We're going to notify the casino and ask them for more clarification regarding your case. Keep you posted. 

Hi Thriller79, Thank you for choosing Casino Ventura! At our casino we offer the possibility to enjoy many regular deposit bonuses. There are however terms connected to the usage of our promotional offers, to prevent bonus abuse. These terms are very common, like the maximum bet and the wagering requirements. The specific term you refer to, states that it's not allowed to use "multiple deposit bonuses without any other deposit in between". In other words, if you have used a deposit bonus (for example the welcome bonus), you have to make at least one minimum deposit without bonus before you can claim another deposit bonus. Should you have any questions or doubt, I advice you to seek assistance from our dedicated support staff. Our skilled agents are 24 / 7 available via chat and mail in several languages, and always happy to help. Kind regards, Sarah

Whaaat????? How did this casino get the seal of approval here… Really surprising… because the casino stole my money. I had an account at casino Ventura in the end of 2017 (in November to be specific). I won 2 735 EUR. The casino confiscated my money. They wrote that I made the bet over allowed limit. I checked the gaming history and there was no breach...I wrote that in chat and then, I don't remember for sure how much time passed, around two weeks i think, they came up with another excuse. They said that i was using multiple bonuses and this was against their rules,... Another lie from the casino. They changed their terms after my win… I have a confirmation of this fact from the independent mediation services… Kindly asking the mediation team to look into this very thoroughly!!!!

Hello Dicesurfer,

We don’t just hand out our LCB Seal of Approval to any online casino. LCB weighs the pros and cons using specific criteria before adding a brand to the Approval list. We've done a thorough research before we granted our Seal of Approval to Casino Ventura.

We never knew about the issue you had with them back in November 2017 until you've posted your complaint on our forum yesterday, so we don't understand why are you surprised about LCB Seal of Approval we gave them? We never had any issues or complaints about this brand when we granted them Seal of Approval.

If you want us to contact the Casino Representative regarding your complaint, please send me your casino username in PM inbox and we'll ask them to look into your account again.

Hey Sydney!

I always rely on LCB, that is why I was surprised about this. Sent you the username!

All the best,

Dicesurfer

Hello Dicesurfer,

Thanks for sending over your casino username. We've sent it to the Casino Representative to check your account. 

Any news for me?

Hello Dicesurfer,

No, we still haven't received a reply from the casino. We'll send them another reminder email.

Dear Dicesurfer,

Thank you for your message. Unfortunately there is not much I can do to help you.

At Casino Ventura we give away many deposit bonuses. These bonuses come with certain rules, like wagering requirements and maximum bets. Also, it is not allowed to use multiple deposit bonuses in a row, as is stated in our terms and conditions. These terms exist to protect the genuine recreational players against bonus abusers.

Due to your breach of our terms, your winnings were voided but your deposit was returned to you on your balance as we believed you made a honest mistake, and you could freely withdraw or play with that balance. 

If you follow the rules, all your winnings are yours. Always.

Kind regards,

Sarah

Hello!

I appreciate your response. It is very well written but the situation is different here - the casino changed the terms after the win. I have a proof from the independent mediator with the terms before and after my win saved. This shows that the casino changed the terms. This is why if you really can back up your statement - if you follow the rules, all winnings are yours, please, make the payment of my win! At the point I was playing at your casino I did not break any term....

I PM the proof that the terms were changed to the LCB representative. 

Hello Dicesurfer,

We've asked the Casino Represenatitve to provide us with the proof for their claim. Keep you posted.

Hey!

Still no news???

Hello Dicesurfer,

No, we still haven't received any proof from the casino. We've asked the Casino Representative to reply in this thread.

Hey!

Really long for such a top rated casino.....

Hey!

Do you have any update for me? I has been way too long 

Hello Dicesurfer,

The Casino Representative said that he would post a reply in this thread. We'll send him another reminder email.

Dear Dicesurfer,

Thank you for your message. After having conducted extensive research in collaboration with LCB, our position in this case remains unchanged.

Kind regards,

Sarah

Which position?? You changed the terms after I won the money. I even got a proof. You Are liars. I thought LCB will be honest in this situation at least. Now I see...

Hi Dicesurfer, 

The casino provided us with the required information that confirms their claims. Therefore, there is nothing we can additionally do to assist. We consider this case Closed.