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Betchan took my winnings. Because of the bonus rule. But i didnt ask for the bonus they gave me i asked in the chat to <EDIT> a bonus with procent off. He gave me a SPECIAL bonus.with the bonuscode COCOA. I took it because i thought it was a normal wagger x40 times and no max bet 5euro on it. I specifically said 100 procent upon or 50. So i right away played in ligtening casino. I played with winnings/lossing of almost 30 thousand. I eventually ended with a thousand euro. This happend friday and yesterday they took it from my account. I tried to explain several times but they say its final and it was decided by the administration department and management team. But its not fair because the bonus <EDIT> gave me was never a bonus i asked for in the chat so due to that it got confescated and not because i didnt follow the bonus rule.
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Haridwar
I opened an account on 7th December and accidentally used my wife's card to make deposits (details saved on my phone as I use for online shopping).When I realised I complained immediately on the same date and pointed out that this is against Vegas Baby's own terms and conditions and that the payments should have been blocked and refunded as per the details on their website copied below:14. DEPOSITSj. All payments into the Account must be from a payment source on which Player is the named Account holder. If this is not the case, the deposit will be rejected and funds transferred back. Any charges levied by the banks and/or payment gateways will be deducted from the reversed amountVegas Baby took 4 days just to ask for verification documents from me and my wife which have all been sent in the correct format. Not even sure why these were required when their system should have just blocked and refunded the deposits in the first place but I sent them anyway. I have since sent a number of emails querying why a refund of the deposits is taking so long and becoming so complicated when it is clearly against their own policy to have accepted the deposits in the first place. I have received no proper answer to any questions but just standard holding replies. I have also asked how to escalate the complaint, name of the CEO etc as I am so frustrated with the lack of response from customer services but again all my messages have been unanswered. It is now the 16th December and I would have expected a resolution by now as whilst I did make a genuine mistake Vegas Baby have clearly not heeded to their own terms and conditions and need to accept responsibility here. My wife is also self excluded from the One Click Group so the casino has failed in its customer protection on 2 counts here.
