Vegas2Web Casino Support and Complaints Thread

Helloooo again LCB!

This is Yossi from Vegas2Web Online Casino.

We have a lot to share with you about our site and we look forward to welcoming you and hearing from you about our Casino. Without you, there would be no us so we value all feedback from our account holders, good or bad....happy or sad ! 

Yossi

Welcome to the forum Yossi 

Hi,

I have a problem with this casino. I think it's not serious. After sign up at this casino under an affiliate, I didn't recieved the no deposit bonus (40 dollars) ...after a week I recieved an email which said that I had 10 euros in my account..I login and I find 0 euros. !!!!!

Hi aymenpronet,

We're going to contact the casino rep regarding your issue. Could you please send me your casino username in the meantime?

Thank you.

Hi aymenpronet,

Thanks for getting in touch.

Usually account holders contact the casino first for account related queries and we try resolve the issue there. This gives the casino a chance to assist you to the best of our capability as we have a proper insight into your account before an outside party like a forum administrator is made to go through the query that has quite a simple explanation and resolution.

You contacted multiple forums in this instance however the offer made to you was exclusively from a member of the casino promotions department and not through a forum. 

I see that since it was added to your account yesterday, you've managed to claim the 10€ no deposit bonus you were advised you would be able to claim.

Don't forget that there is also a match bonus in your account which you can still claim as soon as you deposit into your Vegas2Web account :)

Thank you

Hi,

Thanks....I had the 10 euros no deposit bonus...but unfortunately I loss it very quickly.

I'm always unlucky person

Hello again :)

I hope the reels wil turn in your favour soon!

Keep an eye out for exclusives from Vegas2Web in your inbox from time to time and have a great weekend!

Hi there!

05/02/2021 I had the possibility to claim a bonus 350% up to 1050 euros and I triggered a win after wagering requirements for this bonus was completed 5252,8 euros. I always carefully read the terms before playing with the bonuses and on that day I claimed that bonus there was not a rule that it's not allowed to use Betosft games for wagering. I discovered that rule oly next day after I claimed the bonus 06/02/2021. They added this rule retroactivelly and just do not want to pay for me my winnigs. They confiscated my winnings and returned deposit only - 300 euros. I want you to help me with this case, maybe it's possible to request the terms changes time from the casino. Thank you!!

Hello MeiLo111,

Could you please private message me your casino username and we'll get in touch with the Casino Representative.

Hello MeiLo111,

Thank you for providing us with your casino username. We've sent an email to the Casino Representative. Keep you posted.

Hello MeiLo111,

Here's the reply from the Casino Representative:

"Hi MeiLo111,

On behalf of Vegas2Web Casino, we would like to apologize for any inconvenience that may have been caused with regard to your withdrawal.

We have thoroughly looked into your query and can confirm that while we have the right to amend our terms and conditions at any time, this was not the case with the following term that relates to your query:

“Betsoft slot wagers will not be permitted on promotional offers to players outside of the US. Any winnings originating from a bonus where a Betsoft slot has been wagered will result in the win being null and void.”

This term was added from the onset of the casino introducing Betsoft games to the casino. While it is regrettable that you may have not been aware of this, we by no means retroactively amended our terms and conditions in an attempt to confiscate your winnings.

Unfortunately, as you were in breach of this, we are unable to pay out your winnings to you. But we are aware that you may have not been aware of this and as a gesture of good faith, we have returned your deposit to your account for you to give it another shot. With such amazing luck, we are sure to see your name on the winners list soon!

We would hate for something like this to happen to you in the future, so if you are ever unsure of any of our terms and conditions or need assistance with anything in general, you can always get in touch with one of our friendly support agents who will gladly assist you.

Best of luck at the reels!

Warm Regards,

Vegas2Web Casino"

Dear Sydney,

Sorry for a late reply but I want to reject the position of the casino, as well as deny its words about:
"This term was added from the onset of the casino introducing Betsoft games to the casino...".

This seems like a complete lie, and I did not just turn to you, because I really remember that there was no such rule. This is not my first bonus in this casino, before that I had the opportunity to get their welcome bonus. On September 27, 2019, I registered in this casino, received their bonus and received a payment in the amount of 7435.4 euros in 3 transactions. And now the main question is what games were I playing at that time? Yes, I played games from Betsoft, namely The Tipsy Tourist and Gypsy Rose. Why, when the casino claims that this rule was added from the onset of the casino introducing Betsoft games to the casino they did not confiscate my winnings then? The answer is very simple: casino does not want to pay my winnings, that's all.

Sydney, I kindly ask you to request that information from them in case you need to have the confirmation from both sides. But I really expect the casino will stop to lie and will fulfill its obligations, being honest.

Hello MeiLo111,

We've requested additional info from the Casino Representative. Keep you posted.

Hello MeiLo111,

We've received a reply from the casino. Here's what they says:

"Hi MeiLo111,

 Thank you for your response.

Kindly note that we have thoroughly analyzed your query and would like to inform you that as mentioned, Betsoft slot wagers are not permitted on promotional offers outside of the US.

Even though you had received withdrawals previously from winnings made on Betsoft games, upon investigation, we found that all of your previous winnings did not originate from any of our promotional offers (No bonuses claimed) but rather from clean deposits. This is not the case in this instance, as your winnings have originated from a promotion.

Regrettably, as you have played Betsoft games with an active promotion, your winnings from that promotion are null and void. However, as a gesture of good faith, we have credited your deposit back into your account for you to have another round at the slots.

To avoid situations like this repeating itself in the future, when playing on Betsoft games, ensure that you don’t have an active bonus. And don’t forget that if you are ever unsure about anything, you are more than welcome to get in touch with our support team who will gladly assist you with whatever you may need.

Warm Regards,

Vegas2Web Casino"

We've checked Vegas2Web Bonus Terms and Conditions and found the following term:

Betsoft slot wagers will not be permitted on promotional offers to players outside of the US. Any winnings originating from a bonus where a Betsoft slot has been wagered will result in the win being null and void.

You've breached one of the terms at the casino and we consider this case resolved. The casino has credited your deposit back into your account as a gesture of good faith this time.

Please make sure to always read the Bonus Terms and Conditions carefully when you're playing with an active bonus next time.

Dear Sydney,

I want to be clear when I raise some thougthts with you or somebody else and besides this I always behave honestly in every statement.But I can not to aggree with the casino statement and do not want to close my eyes on this situation. I do not want to accept the casino statement because it's again a lie:

"...Even though you had received withdrawals previously from winnings made on Betsoft games, upon investigation, we found that all of your previous winnings did not originate from any of our promotional offers (No bonuses claimed) but rather from clean deposits. This is not the case in this instance, as your winnings have originated from a promotion..."


As I mentioned in my previous message after a registration in Vegas2Web casino I claimed their welcome bonus 350% up to 1050 euros. I played with a bonus and I played the Betsoft games when I had an active bonus. My winnings were generated from bonus money but not from a clean deposit.I always share truthful information and also don't like it when someone tries to deceive me. Yes, this rule is now present on their website, but it was not there before when I received my first payment, as well as the one they have now confiscated from me. I ask you to request from the casino with true and reliable information.

Hello MeiLo111,

The Casino Representative has been notified. We'll keep you posted.

Hello MeiLo111,

Here's the reply from the Casino Representative:

"Hi MeiLo111,

Thank you for your feedback. Please refer to this response regarding your initial query.

Kindly note that we had unfortunately advised you of the incorrect timeframe in which the terms and conditions had been added to our site. The terms and conditions had been updated when the site had been revamped last year (2020), including our welcome offer and daily promotions.

With the above being confirmed, we had followed the correct procedures with your withdrawal. On the 5th of February 2021 you had proceeded with a €300 deposit and claimed a 350% match bonus up to €300 which your winnings in question originated from. Upon further review, we had found that you had wagered on Betsoft slots which goes against the terms and conditions, “Betsoft slot wagers will not be permitted on promotional offers to players outside of the US. Any winnings originating from a bonus where a Betsoft slot has been wagered will result in the win being null and void.” Upon reviewing this, our team had made a gesture of good faith by immediately crediting your deposit of €300 back to your casino account, which is still available in your live balance.

You are more than welcome to play on your favorite games and we hope to see your luck continue at Vegas2Web.

Sincere apologies,

Vegas2Web PR Manager"

Dear Sydney,

I can not believe that...now they are talking about that they provided a wrong information regarding implementing such the rule for Betsoft slots. Previously it was from launch of Betsoft at the casino and now it's from last year 2020. I do not believe any of their words, unfortunatelly... As I see nothing you could do with such a case and everythingI could do it's just to ask everybody who reads this to AVOID using this casino any circumstances.

Hello MeiLo111,

We've received a reply from the Casino Representative:

"Hi MeiLo111,

 We at Vegas2Web casino understand your frustration resulting from the miscommunication. However, we are transparent with our players and strive to give them the best player experience. This is why, even though you had gone against the terms and conditions, we still decided to credit your casino account with your initial deposit of €300 as a gesture of good faith.

We wish you continued luck on the reels.

Best Regards,

Vegas2Web team "

Dear Sydney,

Thank you for your attempt to resolve this issue, but it is quite difficult to do so when the casino is trying to find all sorts of ways and reasons not to pay its players.

Hello , i order a withdrawal of funds, it will soon be a week, but so far the funds have not been recieved yet , I could not contact the chat because no one answered, if there is an opportunity to contact a representative it would be helpful

Hello Stronberg,

Please send me your casino username to private message inbox and we'll get in touch with the Casino Representative.

Hello Stronberg,

Thank you for providing us with your casino username. The Casino Representative has been notified. Please keep an eye on this thread for updates.

Hello Stronberg,

The Casino Representative says your withdrawal was processed yesterday and you should receive payment by tomorrow. Please let us know when you receive it.

yes, I received funds to my wallet, thanks very much for the help !

Hello Stronberg,

We're glad to hear that. Thanks for letting us know!

hello I made a withdrawal to a bitcoin wallet in Vegas2Web, I just can't reach the casino support after a couple of days, and seems like itsnt processed yet , if there is any information when the withdrawal will be processed it would be great (Vegas2Web customer:AltenhofsBet2)

Hello Altenhofen,

We've sent an email to the Casino Representative and asked him to check what's going on with your withdrawal. Keep you updated.

Hello Altenhofen,

We still haven't received a reply from the Casino Representative. We've sent him a reminder email. Keep you updated.

Hello Altenhofen,

We've received a reply from the Casino Representative. Here's what he says:

"The player still has outstanding documents pending on his account. This is required before processing his withdrawal. Once it has been approved, then his withdrawal will be paid to him."

I sent the documents about 48 hours ago. And in the chat they say that i have to wait another working week, this is strange since for Bitcoin withdrawals there is a completely different pending period, it would be great if you wrote to the representative, because this looks like some sort of payment delayng practice

Hello Altenhofen,

We've sent an email to the Casino Representative and asked him to check what's going on. Keep you updated.

Hello Altenhofen,

The Casino Representative says there are still outstanding documents on your account, which have been requested from you. These documents are required in order to proceed with the withdrawal request.

Could you please send them the requested documents?

Hello my account was fully verified a couple of days ago (as shown in attachments), and I received a message that my withdrawal will be processed in the next batch of payments , but then somehow it was reversed to my account and I had to request a withdrawal again, it will be very helpful to write to the representative to complete withdrawal finally , thanks !

Hello Altenhofen,

We've notified the Casino Representative. Keep you updated.

Hello Altenhofen,

We've received a reply from the Casino Representative. Here's what he says:

"We have been in contact with the player. The player had sent in fraudulent documents. He had sent through different IDs, which were not of him. When asked for his BTC address for the refund he sent this through.

His deposit has been refunded."

I deposit here almost every week. The Friday bonus is cashback on your deposits the last four days. I got it a couple times but now they always argue with me and refused to credit it. I don't understand. Can someone help?

Hello Nelson831,

Could you please private message me your casino username and we'll ask the Casino Representative to check what's going on?

Hello Nelson831,

Thank you for providing us with your casino username. We've sent an email to the Casino Representative and asked him to look into this. As soon as we receive a reply, we'll let you know.

Hello Nelson831,

Here's what the Casino Representative says:

"Hi Selson831,

As per your bonus cashback query, kindly note that this offer is available to you daily and that the reminder is sent to you every Friday.

Upon reviewing your account, the agent assisting you had advised that you had not qualified for this offer however, you were awarded with a round of free spins. You may refer to the below requirements to qualify for the daily cashback offer:

- A daily cash back bonus based on the days net losses will autoload to your cashier the following day.
- Accumulative clean deposits made on the day will be considered for this promotion.
- The minimum bonus amount is $35.
- The maximum bonus amount is $150.

Should you have any further queries, please feel free to contact Vegas2Web directly as we are available 24/7 for your convenience."