NewVegas Support and Complaints Thread

My name is Maximus Primo and I represent: NewVegas - Exclusive Online Casino

We are here to help and respond to any questions/comments/complaints &

-

Do you remember, or have you read about the old days of Las Vegas - the "Glory Years", if you will - and how every player would be given the "Red Carpet" Treatment just like a VIP?

If you are one of those players; if you are looking for a gaming experience that is exquisitely elite, and at a US-friendly Online Casino to boot, you're in luck, because that "Old Vegas" feeling is now the NewVegas feeling.  Yes, Vegas is officially back.

Our expert staff is committed to working extra hard to show you an extra special time.  And we offer something unique as we go the extra mile with our Online Casino Games.

How do we do that? What makes us different?  Well, for starters, an AMAZING VIP PROGRAM that makes it easier than ever to partake in our monthly giveaways.

NewVegas offers the best Casino Bonuses to our players - whether it's Daily, Weekly or Monthly.  And it's all customized to your needs. At any given time you could be in for a reward! That sets us apart big-time!

There's really no two ways about it - everyone's a VIP here at NewVegas. Our pledge; our philosophy - from top to bottom in this organization - revolves around "Personal Service." That's not just a slogan; it's our mandate. We approach every player the same - with the Red Carpet Treatment. This goes whether you're playing five cents per spin on slots or betting five thousand a hand in blackjack. It's a commitment you can count on.

We think you'll find our attention to detail is astonishing. And our Concierge Service is at your disposal 24 hours a day, 365 days a year. Need to talk? No worries join one of our Hostesses on live chat Right now!

Hi Maximus Primo, welcome to LCB forum. Thanks for being available to assist our members! 

Welcome to LCB  Happy to have you here with us... 

Hi Maximus Primo!

Welcome to LCB! We're glad to have you here! :)

Welcome to the forum

Welcome to our forum Maximus Primo! 

Welcome to LCB forum Maximus! Thank you for being available to assist our members! 

Welcome to LCB forum Maximus Primo, nice to have you here

Hi Maximus Primo, welcome to LCB

Hi Maximus Primo and welcome to our forum! 

Welcome to our forum Maximus Primo! 

Welcome to LCB Maximus Primo! 

Welcome on board.  Thanks for signing up! 

Thank you for the Warm Welcome Everyone!  

Nice to meet you All!

Hi everyone, I'm pretty new to online gambling.
This post isn't about testing casinos' withdrawal processes, I don't even know if it's ok for me to post the problem I'm having here. I'm sorry if I'm posting in wrong place. Anyway I deposited at this new online casino NewVegas.com or NV for New Vegas Casino. I liked the casino because a host would be the person you would chat with when you had questions and the host was very knowledgeble so I decided to deposit with them, I deposited $400 NO T&C'S, I could play any slot game wasn't bound by any rules. I don't like to accept bonuses because of the rules unless it's a fair bonus and they had a good fair bonus available compared to other casino bonuses it was 400% bonus on slots 25✖️PT no max cashout, also bonus wasn't sticky one time bonus PT then you could cash out bonus money and all winnings but, upon reading T&C'S only certain games was available with the bonus if I recall only rival games was available and few more so I decided not to go with bonus. When I started playing I noticed I could only play the slots allowed to play on the 400% bonus they were the only ones I was able to play. When I would try and play other slots it would tell me my country isn't allowed to play that game.So I contacted them threw chat and explained to them I'm not on any bonus I should be able to play whatever I want they said to log out and log back in, that didn't work then they said only play on chrome browser did that but didn't work.I have screen shots of what they would say the reason was every time I would chat with them I  even have screen shot of them saying technical would fix it but after a week nothing ever got fixed. So when I told them I wanted my money back all of a sudden I was a bonus abuser the absolute one thing I can't stand. After I kept complaining I was blocked out of my account when I try and log in tells me no username exist. I would love to know if others have had this happen to them from this casino. I'm so disgusted with this casino they took my money and only allowed me to play what they wanted me to play. I hope I'm posting this where it should be posted and, thanks LCB for helping us players and being here. If LCB can help me out I would truly appreciate it. God Bless.
Thanks for any help/feedback.

Hello kc1015,

Could you please send me your casino username to PM inbox and we're going to notify the Casino Representative.

Hi KC1015!

Thanks for bringing this to my attention. From what I can see on the screenshots you provided our Live Hostess: Alyssa, mentioned they would issue a refund, no problem. 

I can also see your NewVegas username is: KC1015 

I will get in touch with the floor manager and request a detailed report on what happened and get back to you within 24 hours.

Kinds regards,

Maximus Primo

Hello user: KC1015,

I have received information from my floor manager as to what happened here. It seems you have posted false similar complaints about our brand on other casino forums.

Here is a detailed report:

Hello Maximus,

I would like to address the issue and share some light on the situation with user: KC1015 

The user has an account linked by the same IP address and home phone number that has been automatically detected by the Rival security software. The account linked has claimed free bonuses but it didn’t affect her primary account on which the deposit was made in any way. (The issue was rectified by the client submitting a bill of address proof)

Her account is active and has never been suspended I will attach proof that the client's claims are false and fraudulent. 

Furthermore, all games are allowed to be played with a welcome bonus. Except for jackpot slots & progressive slots but in this case, client took no bonus and was able to play all games. When the chat agent tested on our end, the game was working fine. 

So what I fail to understand is what the client is accusing the casino of? The fact that a certain game wasn’t working can be caused by many factors such as internet connection, VPN usage, browser selection, browser update etc...client even requested a withdrawal with no issues, submitted documentation. Then told us that she chose to play with the remainder of the funds.

Client was able to play ALL games without limitations. Client deposited without the use of a bonus. Client has wagered over 4000$ worth of bets. After the client has busted out client files false accusations asking for a refund? Please explain to us where are we wrong in this situation to help us understand and fix any issues for this situation and any future ones so they do not occur. 

-

-

I have not included the several screenshots my floor manager provided with the outstanding amount of proof of your dishonesty and attempt to tarnish our brand. I am more than happy to follow up with an LCB representative and send privately and securely all documentation proving the facts of the matter.

We pride ourselves on offering outstanding customer service and true VIP treatment. Unfortunately, some people will try to take advantage of that. I will assume this case closed.

Sincerely,

Maximus Primo

Good evening,

I am a bit upset. I've been depositing and playing at New Vegas casino a lot lately. My first deposit, I made play-through requirements. I put in for a withdrawal. Of course I had to verify my account and identity. I sent in all of the needed documentation. Within less than 24 hours my documents were approved. In less than another 24 hours, my deposit was posted to my Bitcoin wallet. So in all actuality, I had my deposit in less than 24 hours. I made a withdrawal early yesterday morning. I still have not received my payment. I understand it can take 1-3 business days, but when you get it in less than a day one time and now I am still waiting over 24 hours later, it can be a bit upsetting. Has anyone else had this issue with any other casinos?

Have a great evening everyone!

Many Blessings,

Enygma

Hi,

As far as I can see on the casino review page cashout time is 72 hours (48 hours to verify accounts).

Since you requested a cashout yesterday you'll probably get it next week, please note weekend does not count in these 3 days. If you don't receive your winnings let us know and we'll notify the casino rep. 

Hi MelissaN

Good Morning. Actually I was told by 3 support representatives that cash out times are 1-3 business days. I still have not received my withdrawal. Now it is the weekend and Monday is a holiday. Now I will have to wait for 3 more days. 

I just don't feel it is fair to issue my first withdrawal in less than 24 hours. Then I have to wait now until Tuesday. 

Thanks

Blessings,

Enygma

Hi everyone,

I would just like to let you know that I just received my withdrawal from New Vegas casino! It is a bit odd because it is Saturday, but I am happy!

Thanks!

Great. Thanks for letting us know. 

FORMAL COMPLAINT - against NewVegas.Casino - Username: GeorgieLucas

Hi LCB,

I have been going back and forth for over a month now with NewVegas Casino.  They actually had asked me to reach out to you directly - see their email to me below.

"After review, we have decided to address all of your complaints that you
have placed on Websites such as LCB. At this time, because you have
placed these complaints, we would like you to go ahead and create a
formal complaint with LCB so we can address with them directly and come
up with a referee'd conclusion on your account. The reason for this is
because we want to be transparent and we do believe that. 3rd party is
required in order to reach a settlement. When you have completed an
official complaint, we will await for LCB to reach out to us so we can
make sure that once this is resolved, they will officially mark the
situation as resolved. Thank you and look forward in finalizing"

First, it is interesting that they are putting this into a 3rd party's hands.  Nonetheless, I do hope NewVegas has understood that I am willing to take this as far as possible to make sure that I not only receive what is due, but that other players that have complained about them may receive what they earned.

Let me start off by saying that I am a veteran of Online Casino gaming and have great relationships with other online casion's.  Whenever I request withdrawals from sites like Superslots.ag, WildCasino and many others, the transactions come very quickly, often times within 24 hours.

With NewVegas Casino however, that was not the case.  I did my due diligence and sent in my documents verifying my identity (drivers license, bank statement AND a utility bill).  These documents were approved by New Vegas on June 25th.  I requested withdrawals totaling up to $5,000 on June 20th.  I noticed on July 3rd that it has been longer than 1-7 days NewVegas advertises on their website that it takes for them to send bitcoin withdrawals.

All their online chat support said was "contact the support email, we are waiting for the 3rd party provider who sends payment to get back to us".  This is odd, because I've never had to wait this long with any Casino I've ever played with.  

I sensed something fishy immediately and took down all of my information in case they decided not to pay me what I rightfully earned on the Fresh Deck studios Live Roulette platform.  Multiple Casinos use this platform and it is a live dealer.  As I mentioned before, I do not use bonuses - no bonuses of any kind are used on this.

I had a good night - and I've attached pictures of my current withdrawals AND the money I had on account.  $11,995 + $5,000 of withdrawals - $16,995.00 total.

Another week went by and their support team failed to get back to me.  Finally, I received a reply back from them on July 7th via email - see below.

"First, we would like to offer our sincerest apologies for the delay in the response. At the moment, we are in direct communication with the third-party provider regarding your current payout requests.

They will provide further information to us by the end of this week. We completely understand any inconvenience that this might cause, however, we can assure you that we're working swiftly towards sorting this out for you. We greatly appreciate your time and patience.

Please keep in mind that chat agents do not handle payout information. You'll be surely informed via email as soon as the provider gets back to us."

After receiving this e-mail, I was completely aware that this Casino isn't like others.  They are not licensed, and many forums like LCB has users complaining about never receiving payment.  After I constantly reached out - I received a reply a week later from the "floor manager".  See this email below.  This is especially damaging to NewVegas because he states that they need to do an "audit" of the roulette wheel and that it takes "6 months".  I happen to have contacts in the industry, and that is a completely false claim - many casinos use the same live roulette platform (Fresh Deck Studios) and I have been paid out by multiple Casinos.  How does NewVegas decide to "audit" that wheel?  It makes absolutely no sense.  They mentioned they needed to "audit" the gaming limits. See email below.

"Hello Matthew, My name is Scott, I am the floor manager here. I have now
taken over your account as I want to help you speed up this process and
update you so you are not left in limbo. Firstly, I do want to let you
know that you will get paid, you do not have to worry about that. At
this time, it is normal practice to audit accounts that have Duplicate
accounts as this is very common in the industry for fraud. Every-time
you make an account anywhere , they always ask you to keep it to one
account. When you open multiple accounts, you are automatically tagged
as a " Risk " because 99.9% of the people that do create multiple
accounts are usually  either trying to abuse the bonus structure or
bypass gaming limits. I have quickly reviewed your account and I do not
think you are abusing a bonus, but they do need to audit the game and
the gaming limits . That being said,to avoid this issue  in the future,
please keep your account to only one to avoid this issue, with us or
with any other website. Right now they are reviewing the live dealer to
make sure all roulette rules were respected. Once that is done, they
will need to wait 6 month from your last deposit in order to alleviate
risk. And only then can your account be tagged as risk free and good to
go. While we wait for that, I will make sure that once the Roulette
audit is done, I will push for some sort of payment to you as I do not
think you have any malicious activities on your account. I do apologies
for the delay, it is unfortunetly common practice for online gaming but
I do think this can be resolved easily. Please allow me until this M
onday to get a proper update. Meanwhile, if you need anything , please
do not hesitate to contact me."

After receiving this e-mail - it was crystal clear. NewVegas was coming up with every excuse known to man to not pay me what I had rightfully won and earned.

After I threatened to get my contacts and lawyer involved, the floor manager emailed me and asked me to contact him via the live chat feature.  I did so, and notice extreme inconsistensies in what him and I were discussing. He told me that the email (the same one I pasted above) stated that I would be paid by the following Monday.  However in the email it clearly states that I would have to wait 6 months for the roulette wheel to be "audited"

SEE chat below between the floor manager and myself.

You received an email ( By Me ) Last week saying you will be paid on Monday.

GeorgieLucas 01:30 PM

Hold that thought

Let's take a look right now.

Sophie 01:31 PM

Go Ahead

You even replied to me

Sophie 01:31 PM

Go Ahead.

GeorgieLucas 01:32 PM

I'm looking at this. I dont see in any of your emails mentioning this.

Sophie 01:32 PM

Matthew, you replied to that email.

GeorgieLucas 01:33 PM

Would you like me to copy and paste the emails I have received

Sophie 01:33 PM

Not necessary, I am looking at it.

There is no other Scott but me, and the first time we Spoke, I mentioned my name, and you replied adressing Scott.

GeorgieLucas 01:33 PM

You never mentioned me getting paid by Monday. You just said I would have an update from you on Monday

"I do think this can be resolved easily. Please allow me until this M onday to get a proper update."

Sophie 01:34 PM

" Please allow me until this M onday to get a proper update. Meanwhile, if you need anything , please do not hesitate to contact me. "

You replied 20 minutes later

Matthew, at this time, I feel like you are taking me for granted and playing games.

GeorgieLucas 01:34 PM

Correct - you are just saying you would give me an update. You never said I would be paid by then

Sophie 01:34 PM

Correct. Regarding your Payment.

And in my email , I am mentioning that I will push for you to get a payment.

GeorgieLucas 01:35 PM

Correct - you said you'd update me, not that I would "receive payment by Monday". I'm not playing games, I'm simply saying that was not stated.

Sophie 01:36 PM

I can see how it's worded. I can understand you thinking I am saying I will only update you. Regardless, My email was very clear that you will be getting paid

END OF CHAT

There was a lot more to that chat.  The floor manager mentioned my account got flagged because I "requested" a cashback. That was also COMPLETELY false.  First off, they could not provide proof that I requested this. Secondly, when I deposited, NewVegas has a ZELLE feature.  I sent my deposit in BY ZELLE.  You don't request "cashbacks" via zelle - it doesn't work like that and if it did, it would be a long process.  They have made NUMEROUS excuses as to why there has been delays:

1. The third party provider

2. A roulette wheel audit

3. Me requesting cashbacks

What's interesting is two weeks ago, I received a Zelle Payment back from the location I initially sent my deposit to.  They refunded me my money with a message in the memo line that said "mistaken transaction".  I realized why they did this - so they would have an excuse not to provide me with my withdrawal.  Again, you can't request cashbacks via zelle - it's not a credit card.  

They permanently closed my account, without any explanation last week.  However, due to me providing them with countless forms of evidence and having my lawyer contact them, they reverted to this route. For all parties involved, I do not want to drag this out.  I won my winning fair and square, passed the verification process and did everything completely correct.

I'd like to receive my withdrawals and also to still have the money I had ON ACCOUNT - NewVegas just doesn't want to pay what they owe.  Please help me get this resolved and receive what I am owed and what I had earned.

Hello georgielucas, 

Glad you reached out, but sorry you are having withdrawal issues. We are a player first website with the player always in mind. We take pride in being non biased and having the best support and complaints forum threads in the industry. NewVegas Casino sending you here is definitely a good call and we can judge this whole trial and be as transparent with you as possible. 

We have contacted Casino Rep and will have a chat with them in light of this situation. Keep you posted. 

Thank you KingNemo - are you available for a zoom call?

Hi georgielucas,

We do not offer such services as zoom call. Everything will be taken care of through this forum thread. 

Thank you - this will save me a lot of time.  I don't want to get lawyers and other contacts I have in the online gaming industry involved so I do appreciate it.

Aside from my withdrawals I am owed, what do we do about the money I still have on account?  $11,995.00 

Just like I had anticipated, they closed my account so of course I cannot login.

Hello georgielucas, 

Let's respect the mediation process and see how things play out. We are in contact with Casino Rep and they will get back to you on this forum thread as soon as possible. Keep posted. 

Hi LCB Team,

I appreciate your non-biased input on this case. we have decided to close this account and confiscate all winnings, due to a number of factors I will detail below, .

1) Creation of multiple accounts (Violating the terms and conditions)
2) Suspicious activity
3) Chargeback  (Violation of Terms and Conditions)

The User GeorgieLucas was flagged by our security team due to multiple violations of our terms and conditions, which all users agree upon creating their accounts and have access to if needed.

3.1

The Casino permits only one casino account per household at each of its casinos.

"4.15

The casino reserves the right to confiscate any balance or pending cash out for the following reasons:

 "If the casino finds evidence to suggest that you have more than one active account with the casino."

 "If you have exercised fraudulent behavior including but not limited to multiple accounts,  chargebacks at another Rival casino (s)."

Evidence of multiple accounts created by the user.

The IP addresses linked by the system and information filled when these accounts were created can be viewed.

4 Accounts in total were created, which by the way the user has denied multiple times the presence of multiple accounts created by him.

Account #1: Cheesecurl101

Account #2: LucaBrasi 

Account #3: CryptoKing

Account #4: GeorgieLucas  

The customer is also not only being linked by IP to other accounts but also login into the casino which raised more flags since customers are aware that this is a violation of the terms and conditions. 

For obvious reasons, these multiple accounts triggered our security team which launched an investigation to inquire more about this account in case it was not only violating these terms but getting involved in potentially hazardous activity, since one of his cloned accounts

We will continue on the next post to post more information due to the 4 attachment restriction per post.

Since one of his duplicated accounts, the following situation from 2021, emerged:

 Login: Cheesecurl101

 He came on chat and requested the following on July 30th of 2021.

Led us to investigate further in case the client was giving access to other parties to his account, or much worse this account was involved in identity theft, which extended the timeframe for this investigation.

On Friday, the user was told that on Monday he will be contacted by upper management to speak about the situation. However, during the weekend, we received notification that our 3rd party provider refunded the client after the client went out of his way to contact our 3rd party provider.

In conclusion, the client violated terms and conditions by having multiple accounts, using a VPN, and issued a refund with our third-party processor.

Hello georgielucas,

The evidence presented on all 3 accusations are evident and in conflict with T&C.

3.1

The Casino permits only one casino account per household at each of its casinos.

4.15

The casino reserves the right to confiscate any balance or pending cash out for the following reasons:

 "If the casino finds evidence to suggest that you have more than one active account with the casino."

 "If you have exercised fraudulent behavior including but not limited to multiple accounts,  chargebacks at another Rival casino (s)."

Given all the available information, we are inclined to declare this case to be resolved.

Thought I'd reply to this due to how laughable this is.  First off, let's the obvious out of the way.  NewVegas is NOT licensed.  Shame on me for overlooking that, but in due time they'll be blacklisted - certainly feel bad for Jose as well for the bills that are about to come.  

Regardless, after my lawyer had me take a look at the responses again, it was too funny that I couldn't help but reply (against his better judgment).

1. One of the more comical points was the violation of having "multiple" accounts.  What's funny about this, is that NewVegas provided a screenshot of an old Username I had with the NewVegas.  Clearly, I am asking them to restrict and delete that account.  That account was deleted, so nowhere was there a violation of having multiple accounts.
2. The second funniest part about this is that I had sent ALL OF MY VERIFIED DOCUMENTS (license, bank statement & utility bill) before I could be "approved" to withdraw.  Why would NewVegas approve this if I had multiple accounts? Does that make any sense to you? It's because there are not multiple accounts, the others were deleted as I REQUESTED them to be.  If you look at the time frame of when the 3 accounts were created the year prior - they are all in unison.  Issues with logins - so in turn I asked them to delete those accounts.
3. The next comical issue is the issue of the VPN.  Look at the dates on their from their screen shot and the last login.  Anytime I played a game, it was always on my regular IP address here in the U.S.  After I realized I was being scammed, I did use a VPN using the chat feature with NewVegas.  Never were there bets placed with the VPN.  That's also comical.
4. The second best part of all of this.  This is how you know KingNemo didn't look at the facts, and NewVegas is a straight scam.  NewVegas claimed that one of the reasons for not paying me was because I "requested" a CHARGEBACK.  I had mentioned to KingNemo that this was a false statement by NewVegas because I paid by ZELLE.  You don't REQUEST CHARGEBACKS via zelle.  It doesn't work like that.  This was a bogus excuse by NewVegas to not pay.  Anyway, in the SAME THREAD (after NewVegas lied and said one of the reasons was because of a chargeback) - they then say "we refunded the customer after the customer went out of his way to contact our third party provider".  First of all, the "third party provider" is an individual in Texas who collects their Zelle payments from customers.  Secondly, myself and their "3rd party" provider have never spoke.  Chargebacks do not happen with ZELLE.  It's not a credit card.  NewVegas refunded me after I threatened legal action and discovered who their employees were.  They still have no proof of where I requested a chargeback.  It's because there is NONE.  
5. AND FINALLY - THE BEST PART OF the scam that is NewVegas.  Let me remind you all that NewVegas said they would let LCB decide what happens to the money I had rightfully won. This is because they are close with the site, and KingNemo in particular.  They knew he would "rule" in favor of them.  HERE IS THE BEST PART - I shared this with KingNemo, but it's obvious he didn't look at the facts nor read the complaint.  But that is OK.  After a week + of waiting for my withdrawal, I finally got in contact with NewVegas.  This was one of the excuses used for not paying me.

"Right now they are reviewing the live dealer to

make sure all roulette rules were respected. Once that is done, they
will need to wait 6 month from your last deposit in order to alleviate
risk. And only then can your account be tagged as risk free and good to
go. While we wait for that, I will make sure that once the Roulette
audit is done, I will push for some sort of payment to you as I do not

think you have any malicious activities on your account."

      5 continued.  Never once did NewVegas mention chargebacks or VPN's (because I didn't use one when playing). INSTEAD the excuse was that NewVegas NEEDED 6 MONTHS to "audit" the FRESH DECK roulette wheel.  Mind you, this is the same gaming platform that 20+ casinos use.  This was the excuse for not paying me.  That it would take 6 months to audit a roulette wheel!  Even the ultra biased KingNemo knows this is absolutely hilarious!  This was their excuse at the time.  After putting them on their heels and discovering where my zelle payments were going to, they tried to pull out the new excuses above which have no validity.  NewVegas does not pay, neither does their sister casino Candyland.  They will both be blacklisted soon, I can promise you that.  I won a good amount, and NewVegas didn't want to pay - it's as simple as that. Numerous other customers have complained about the same thing.  The reviews they have are FAKE.  Made by fake accounts, the same ones that reviewed the new Candyland casino. Good luck to you my friends.  Give it time, I'll give you all a very delicious update in a little while.  

Hello georgielucas, 

We didn't say that this case was officially resolved by all means. We only stated that "we were inclined to declare the case as resolved" based on what the Casino Representative presented. We have contacted Casino Representative to provide feedback on your latest post. 

Please understand that we are only mediators here and we are here to listen to both parties. Thanks for responding. The case continues. 

Hello georgielucas, 

If you want us to help you, stop making false accusations against our account managers and LCB. This is the first and last warning.

We've already explained the reason why this case and account got closed in a previous post on this thread.

1. One of the more comical points was the violation of having "multiple" accounts. What's funny about this, is that NewVegas provided a screenshot of an old Username I had with the NewVegas. Clearly, I am asking them to restrict and delete that account. That account was deleted, so nowhere was there a violation of having multiple accounts.

As provided previously, our security system discovered not only, but four different accounts created and linked to his IP and information (screenshots uploaded on the previous message).

Two of those four accounts were closed by our team upon completing the audit, the client did not request closure for those extra two accounts. 

(any customer with login issues can either request a password reset or their logins with our chat support to avoid violating the terms and conditions)

 As per terms and conditions, customers are only allowed to have one account per household. The client opened four in total.

 The client requested a closure for one account, claiming that he thought it'd been compromised. This account was closed and flagged for suspicious behavior.

   2 . The second funniest part about this is that I had sent ALL OF MY VERIFIED DOCUMENTS (license, bank statement & utility bill) before I could be "approved" to withdraw. Why would NewVegas approve this if I had multiple accounts?......

 Document verification and audit department are two sub-departments of the security division. Getting the documents approved does not imply anyone has received a pass to violate the terms and conditions for creating multiple accounts; these were discovered during the audit.

   3. The next comical issue is the issue of the VPN. Look at the dates from their screenshot and the last login. Anytime I played a game, it was always on my regular IP address here in the U.S.

 The user did not get his account banned and winnings confiscated for using a VPN. The VPN usage raised more flags that the past account he claimed was compromised, and our team decided to investigate further these suspicious claims. 

 (The account already qualified for banning and fund confiscation since it violated multiple clauses of the terms and conditions, up to this point, the client still had three open accounts at the casino).

There was no justifiable reason to have more than one active account or use a VPN at any stage, which simply triggered our security division to conduct a full investigation involving all of the customer's open and closed accounts with us.

 4 Secondly, their "3rd party" provider and I have never spoken.  Chargebacks do not happen with ZELLE. It's not a credit card. NewVegas refunded me after I threatened legal action and discovered who their employees were. They still have no proof of where I requested a chargeback. It's because there is NONE.  

Clearly, the client is withholding all of the details from the claim above.

He then proceeded to email us while tagging our Payment Provider’s email address and began sending small transactions with messages to the Zelle provider, and also started a harassing campaign on our live chat, still targeting our Payment Provider.

In conclusion 

The customer was very quick to use our chat support to make threats and accusations but didn’t use our 24/7 Live chat to request an account reactivation or a new password for at least one of his other 2 active accounts, instead, he decided to create a third one for the username GeorgieLucas.

NewVegas DOES NOT REFUND customers violating the terms and conditions, on the contrary, if any customer is found violating our terms and conditions, not just one but multiple, we will immediately ban and confiscate the winnings, as is clearly stated in the terms and conditions.  These are casino industry standards. 

You're still not answering DIRECT questions NewVegas.  Let's examine all of the facts.

1. In terms of the multiple accounts that were over a year old - I had asked New Vegas to close all of my accounts.  Hence why some of them never had ANY DEPOSITS OR BETS MADE.  I had mentioned to NewVegas I was worried my accounts and emails had been comprimised.  That is shown in the previous screen shots you provided.  When I made a new account this past year, I was completely unaware I still had ANY accounts active with NewVegas.  That's because they WERE NO LONGER ACTIVE.  Regardless, in the 2-3 weeks it took for NewVegas to give me an actual explanation, it was not made clear or stated that I had ACTIVE accounts.  You still accepted all of my deposits and approved my verification.  During that verification process, anybody from NewVegas could have reached out and mentioned that accounts were STILL active.  Accounts are almost ALWAYS connected by the phone number of the customer.  

2. You STILL HAVE NOT EXPLAINED WHY the "floor manager" said the reason for the delay in my payment was because they had to "audit" the fresh deck roulette wheel and that it would take six months.  Again - this was a ploy and excuse for NewVegas to not have to pay me.  We need an explanation here, no audit process takes that long, and NewVegas (not being licensed) couldn't "audit" Fresh Deck Studios.  It was completely fabricated by NV.

3.  Back to the verification process.  With the type of documents that NewVegas asks for, you should have brought it to my attention IMMEDIATELY that I had open accounts.  You have my drivers license, my utility bill AND my bank statement.  

4. My favorite - the "third party provider".  Again, you do not have an explanation regarding the chargeback that you mentioned was one of the main reasons you weren't going to pay me.  The individual those messages were with is NOT the "third party provider".  He's an individual in Texas who receives their customers Zelle payments (almost no other casino does this). You're going to tell me that an individual in Texas is the one sending crypto payments out to winning customers?  I don't think so, he's just the guy that gets Zelle payments.  He sent me back my deposit with the note "mistaken transaction". A chargeback is when you reach out to your bank trying to fight a transaction that shouldn't have been made - you can't do a "chargeback" WITH ZELLE!  I reached out to that individual to ask for the the money I had RIGHTFULLY WON.  Mind you, this dialogue (I have the transcripts) was long after NewVegas sent me the money I had initially deposited via zelle.  They did before their was any contact between myself and that individual directly - simply because they wanted to accuse me of requesting a chargeback to have another accuse as to why I wouldn't be paid.  NewVegas had the same excuse "we are waiting to hear back from our third party provider to provide an explanation as to why it is taking so long".

LCB - let me copy and paste the email I received from NV three weeks after my withdrawal request once again - take a close look at this.

"Hello Matthew, My name is Scott, I am the floor manager here. I have now
taken over your account as I want to help you speed up this process and
update you so you are not left in limbo. Firstly, I do want to let you
know that you will get paid, you do not have to worry about that. At
this time, it is normal practice to audit accounts that have Duplicate
accounts as this is very common in the industry for fraud. Every-time
you make an account anywhere , they always ask you to keep it to one
account. When you open multiple accounts, you are automatically tagged
as a " Risk " because 99.9% of the people that do create multiple
accounts are usually  either trying to abuse the bonus structure or
bypass gaming limits. I have quickly reviewed your account and I do not
think you are abusing a bonus, but they do need to audit the game and
the gaming limits . That being said,to avoid this issue  in the future,
please keep your account to only one to avoid this issue, with us or
with any other website. Right now they are reviewing the live dealer to
make sure all roulette rules were respected. Once that is done, they
will need to wait 6 month from your last deposit in order to alleviate
risk. And only then can your account be tagged as risk free and good to
go. While we wait for that, I will make sure that once the Roulette
audit is done, I will push for some sort of payment to you as I do not
think you have any malicious activities on your account. I do apologies
for the delay, it is unfortunetly common practice for online gaming but
I do think this can be resolved easily. Please allow me until this M
onday to get a proper update".

Never once does "Scott" state that I wouldn't be paid because of a duplicate account. Again, I wasn't aware I had another ACTIVE account, and 99% of online casinos would have reached out to me to verify that I am the actual individual my documents claim me to be, and then deactivate those other accounts.  They wouldn't approve your verification and let you continue to make deposits!  This individual clearly stated that I WOULD BE PAID - and this is three weeks after the fact.  But of course he states that I had to wait 6 months for the wheel to be audited.

I did indeed "threaten" to take legal action if I was not paid what I was rightfully owed.  Look at the varying degrees of excuses NV makes - clearly from the message I was sent above three weeks after the fact - never does he state that having a duplicate account would automatically make me forfeit my winnings.  NV continued, for almost a month, to say that I would be paid and that "it doesn't take this long".  But other players have the same complaints about them.  Numerous excuses that DO NOT add up.  They tried to play off the VPN scenario in the previous post, but now are saying that wasn't a reason.

The point is that I bet and won succesfully and fair through Fresh Deck studios.  NewVegas made an unbelievable amount of attempts to delay the process with 7 different excuses.  Essentially what NewVegas is saying is that if you are unaware of an active account, we'll let you deposit as much money as you would like.  But if you win, you aren't entitled to those winnings, even though you went through verification and were approved.  It does not add up.    

Hello NewVegas Casino Rep and georgielucas,

The LCB team spoke internally about this whole situation and we are of the belief that despite all the arguments georgielucas has made the bottom line is that he was in breach of terms and conditions with multiple accounts with NewVegas Casino. 

On top of that the threats being sent to the Casino Representative with pictures of his/her house is alone a reason to banish a member for life at a Casino. This by all means is unacceptable. 

Therefore, we do not wish to partake in this complaint any longer. As mediators there is realistically nothing more we can do here.

Why is NewVegas taking soooooooooo  looooong to make payments?  It's been over 2 weeks? No one should have to come here to make a complaint. No duplicate accounts, ID verified with past successful withdrawals. Note: all took more than 7 buissess days.

Hi LetItRide, if you need our assistance please PM me your casino username and we will notify the casino representative about your issue. 

Thank you, I have since corresponded with them further. Ill give them more time.

Aside from my personal case, I have talked to a few others who have played there as well, they have also expressed their dismay at the longer than expected withdrawal times. It would be nice if their rep could address this issue for all.  I'm sure my experience with longer than normal withdrawal times not an isolated occurrence.

@NewVegas Casino

JUST BE BETTER!

Please keep us posted on the progress or if further assistance is needed. 

Hello LetItRide,

Could you please let us know if your issue has been resolved, or if further assistance is needed? 

My issue is with New Vegas, thus my question here, since I have already sent the NewVegas rep a private message on the 4th with all the details. they have yet to get back to me here.    Can you help with NewVegas? 

Member AxelWolf confirmed the issue is resolved. We consider this case resolved. 

We are still waiting for your update LetItRide, do you still need our assistance? 

Since we haven't heard back from member LetItRide, we consider this case resolved. 

My username is GotBrandy, I have had a withdrawal overdue from New Vegas since November last year. I also had one for the sister site Candyland that was finally paid this February. I don't know why they didn't just pay it all so that they would be rid of me. It is obviously the same issue as the candyland  official found with the payment provider late last year. (Refer to the candyland complaints if need be.) I do not wish to drag this out any longer. I'm only interested in getting my payout not filing complaints against casinos.  Although candyland and New Vegas are in fact the same entity I was made to file another complaint separate from my original complaint but both about the same thing. Out of multiple players complaints I can't help but notice that I am the only one that has actually had any success with one of these 2 casinos. I also couldn't help but notice the overwhelming dramatic contrast in the opening statement from the New Vegas Representative ( which I'll paste at the bottom of this complaint) and how they actually treat every single person that reaches out to them with an issue following... I mean Wow!

There's really no two ways about it - everyone's a VIP here at NewVegas. Our pledge; our philosophy - from top to bottom in this organization - revolves around "Personal Service." That's not just a slogan; it's our mandate. We approach every player the same - with the Red Carpet Treatment. It's a commitment you can count on. We think you'll find our attention to detail is astonishing. And our Concierge Service is at your disposal 24 hours a day, 365 days a year. Need to talk? No worries

 I can't help but notice that My C dramatic contrast in the opening statement of New Vegas Rep

Hello Gotbrandy,

We understand that you are frustrated and upset by this situation. We will try once again to get in touch with the representatives from New Vegas casino and hope that we will receive an adequate response to your complaint.

We will keep you informed.

Thank you.