Vegastars Casino – generel debat

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In response to Vegas stars response

Thank you for the response.

With respect, I do not agree that this matter is receiving the highest priority.

This complaint has been ongoing for a considerable period and only after persistent follow-up, formal complaints, public reviews, GDPR requests and repeated requests for records have additional information begun to emerge.

The records now provided by Vegastars show repeated requests from me for assistance regarding withdrawal cancellations, deposit restrictions and gambling control, while at the same time VIP bonuses, cashback offers, promotional campaigns and cash credits continued to be provided.

These are not allegations. They are matters recorded within Vegastars’ own account notes.

I remain willing to engage constructively and review any additional information provided. However, after the length of time this matter has been ongoing, I believe actions and answers will speak louder than assurances that the complaint is being prioritised.

I look forward to receiving the outstanding information and a substantive response addressing the concerns raised.

Sorry, but I'm not really sure what you're talking about. Answer to what are you giving the casino? Where did the casino respond to you? This is your first post. Please fill me in a little. Just a short post about what's going on would be enough.

I am trying to withdraw 2 separate withdrawals totalling $1400 USD of ethereum from Vegastars. It has now been over a week when they specify that crypto withdrawals will be processed within 9 hours. I have had no issues in the past. Is there anything I can go do. Im starting to believe I will never recieve payment as they are giving me generic responses on the chat. Also, a few days ago I was told that my withdrawal would be processed immediately but that did not happen.

That's interesting, I wouldn't have thought you'd have to wait this long for a crypto withdrawal. I see the casino is only giving general answers, right? We give casinos 14 days, and if they fail to send the money, we can try to help you. So if you’re close to that point, I’d consider filing a complaint with us.

Hi Jaroslav,

Thank you for your response.

To clarify, this dispute relates to responsible gambling concerns, VIP account management, withdrawal cancellation concerns, and gameplay issues that I formally raised with Vegastars.

As an Australian VIP customer, I repeatedly contacted Vegastars regarding escalating losses, loss-chasing behaviour, requests for gambling controls, concerns around withdrawal cancellations, and my inability to control ongoing gambling activity.

Despite these concerns being raised, I continued to receive VIP bonuses, cashback offers, promotional incentives and ongoing VIP engagement encouraging further gambling activity.

Through records subsequently provided by Vegastars, it appears many of these communications were recorded on my account. These are not matters I have created after the fact; they were raised directly with the operator at the time.

I also raised separate concerns regarding gameplay irregularities and specific game incidents which I reported immediately. However, after significant delays, I was advised that certain gameplay records were no longer available for review.

The complaint has now been ongoing for almost two months. During that period I have submitted formal complaints, follow-up emails, evidence requests, GDPR/data requests, and public complaints. Despite Vegastars publicly stating that my complaint is receiving their highest priority, I am still waiting for a substantive response addressing the key issues raised.

My concern is not simply that I lost money. My concern is the way my account was managed after repeated responsible gambling concerns were disclosed, together with the lack of accountability and meaningful resolution that has followed.

I remain willing to engage constructively and review any response or evidence Vegastars wishes to provide. However, after almost two months, I believe actions and answers speak louder than assurances.

Thank you for taking the time to review the matter.

The casino should definitely take such matters into account if a player expresses what you said, specifically regarding responsible gambling. It’s always important, and if a player says they’re chasing losses or can’t control themselves, the response definitely shouldn’t be to give them a bonus.

But what exactly did you tell them? Did you also say you have a gambling addiction?

Nothing has been resolved in two months, so I’m really sorry to hear that. Where did you file your complaint, with them at the casino? 

Thank you for your response, Jaroslav.

I did not necessarily use the words "gambling addiction", however I repeatedly raised concerns that I was chasing losses, struggling to control my gambling activity, and requested measures that would help prevent further gambling. I also raised concerns regarding cancelled withdrawals and how easy it was to continue depositing and playing after attempting to withdraw winnings.

Despite these concerns, I continued receiving bonuses, cashback offers, reload incentives and ongoing VIP engagement encouraging further gambling activity.

The complaint was raised directly with the casino through support, live chat, VIP management and email correspondence. The casino has acknowledged internally that mistakes were made and advised they have taken internal action, however almost two months later there has still been no meaningful resolution to the concerns raised.

I have requested a full review of the account, including VIP interactions, bonuses provided, cancelled withdrawals and responsible gambling handling, but I am still awaiting a complete response.

I must add

"In addition to the concerns I personally raised, I was also made aware that my account had been internally labelled or discussed as exhibiting chasing-win/chasing-loss behaviour by VIP staff. This raises further questions about what the casino knew about my gambling behaviour and what responsible gambling measures were considered or implemented at the time."

To also add

I have located additional records provided by the casino which I believe are relevant to the responsible gambling concerns raised.

The records appear to show references including:

Internal notes referring to "chasing wins".

Notes stating I was "down" and did not want to hear about other players’ wins.

Notes recording complaints about losses and my concerns regarding being able to cancel withdrawal requests.

Records indicating I needed a break from gambling activity.

VIP communications discussing chasing wins.

These records suggest the casino was aware of concerns relating to my gambling behaviour and financial losses. My concern remains what responsible gambling measures were implemented after these issues were identified, particularly given that VIP engagement, bonuses and promotional incentives continued.

I am happy to provide screenshots and supporting documentation if required.

Thanks for the clarification. I’d say this is a difficult situation, and it certainly shouldn’t take two months to find out what’s going on. 

On the other hand, when we’re dealing with situations like this, it’s always important for us to clearly and explicitly state what the situation is, what you did, and thus what you called it, and what you didn’t do, such as gambling addiction. Of course, if that’s the case, not that you’re making it up. Our team tries to help in such situations, even though every case is individual. 

Maybe they could help you, I mean we could, even though I’m not 100% sure how it would turn out. 

Would you be interested in sharing this with our team and telling them what happened so they can look into it? 

Hi Jaroslav,

Yes, I would appreciate your team reviewing the matter.

My concerns are not simply about gambling losses. My concerns relate to what the casino knew about my situation, what was documented internally, and what actions were taken after those concerns became apparent.

The information I have received includes references to chasing wins, complaints regarding losses, requests relating to withdrawal cancellation controls, notes indicating I needed a break, and records showing I was down financially. Despite this, VIP engagement, bonuses, cashback offers and promotional incentives continued.

I have also been attempting to resolve these concerns directly with the casino for almost two months and still do not have a complete response.

I am happy to provide screenshots, emails, internal records and any other documentation required for your team to review the matter properly.

Thank you for your assistance.

All right, then. Let's see how this turns out and if we can help.

Here's the link. 👈

Go ahead and open the complaint form.

I'll keep my fingers crossed for you.🤞