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Hello! Made a deposit of 5000 rubles. In a couple of days, my balance became 28,600 rubles. I tried to withdraw money. I tried to withdraw 10 times. The payment was constantly canceled. At first they said that there were problems with payment e-wallets. Then they said that you need to go through verification. The documents that I asked for, I immediately uploaded. I tried to withdraw funds again. Cancel again. I contacted the chat. In the chat they wrote that I did not pass the verification and my account was blocked! How??? Why??? In the chat, they said to apply for detailed information Telegram: @vegas_aff Mail support@vegas-grand.info. According to these contact details, the thread does not answer me! Please help me return 28,600 rubles! upport@vegas-grand.info

Здравствуйте! Внес депозит в размере 5000 рублей. За пару дней мой баланс стал 28600 рублей. Попытался вывести деньги. Пытался вывести раз 10. Постоянно платеж отменяли. Сначала говорили что проблемы с платежными электронными кошельками. Потом сообщили что нужно пройти верификацию. Документы которые попросили я сразу же загрузил. Попытался снова вывести средства. Снова отмена. Обратился в чат. В чате написали что я не прошел верификацию и мой счет заблокирован! Как??? Почему??? В чате сказали обращаться за подробной информацией  Telegram:@vegas_aff Почта support@vegas-grand.info. По этим контактным данным мне нитко не отвечает! Помогите, пожалуйста вернуть 28600 рублей!upport@vegas-grand.info

Dear Oleh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled due to a failed account verification? Did you receive any explanation from the casino why the verification has been unsuccessful? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

I don’t know what about my deposit and my winnings. I cannot log into my account. When I try to log into my account, I get a message saying "Your account is blocked, to unblock it, contact support." I am constantly contacting the chat. Only one answer in the chat. You have not been verified, your account has been blocked. They don't know anything else. For more information, please contact by mail. I write to them constantly. I never received an answer. He also wrote to them in a telegram. They read my messages but do not answer me. I tried to contact them on Skype. Also to no avail. They don't answer all the time.

Я не знаю что с моим депозитом и с моим выигрышем. Я не могу войти в свой аккаунт. При попытке войти в аккаунт мне выскакивает сообщение "Ваш аккаунт заблокирован, для разблокировки, обратитесь в поддержку". Обращаюсь постоянно в чат. В чате отвечают только одно. Вы не прошли верификацию, ваш аккаунт заблокирован. Больше они ничего не знают. За более подробной информацией обращайтесь по почте. На почту им пишу постоянно. Ответа ни разу не получил. Также писал им в телеграм. Мои сообщения они читают но мне не отвечают. Пытался связаться с ними по скайпу. Также безрезультатно. Постоянно не отвечают.

Thank you very much, Oleh, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Oleh,

I’m sorry to hear about your problem. I’ll contact the casino and see if I can help.

I would like to invite Vegas Grand Casino to join this conversation.

Dear Vegas Grand Casino team,

Can you please explain the reasoning behind your decision in Oleh’s case? You can forward any relevant evidence to andrej.p@casino.guru.

Hello! Tell me, can you get in touch with this fraudulent casino? They continue to ignore me everywhere = (

Здравствуйте! Подскажите, получается ли у вас выйти на связь с этим мошенническим казино? Меня они продолжают везде игнорировать=(

Dear Oleh,

We managed to get in touch with the casino and were informed that your account had been blocked due to found irregularities related to your bets on sports. We’re currently waiting for the casino to provide additional details to clarify the situation as according to our information, Vegas Grand doesn’t offer the option to bet on sports.

In the meantime, could you please advise what kind of games have you been playing on the website?

They had a sports section a month ago. I've played every game they have. Both sports and casinos. What kind of violations were on my part in the sports betting section ??? Why don't they tell me anything? They answered me in the chat that I could not pass the verification. And that's it! My account was blocked and not even my deposit was returned! What right do they have to steal money from me?

У них еще месяц назад был раздел спорт. Я играл во все игры которые у них есть. Как спорт так и казино. Какие именно нарушения были с моей стороны в разделе спортивных ставок??? Почему мне они ничего не сообщают? Мне они в чате ответили что я не смог пройти верификацию. И все! Мне заблокировали аккаунт и не вернули даже мой депозит! Какое право они имеют воровать у меня деньги?

Thank you, Oleh, for the reply. Unfortunately, we haven’t received any additional information from the casino.

According to the information we received, the issue is exclusively related to sports betting. As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. I can continue in communication with the casino on your behalf and try to get more information, but at the same time, I’m forced to reject your complaint.

I recommend you to submit your complaint to one of these two websites that deal with sports betting-related complaints – https://www.osga.com/ or https://www.sportsbookreview.com/sportsbook-complaint/.

Thank you very much for your understanding.

Dear Oleh,

As explained above, we will now close this complaint as ‘Rejected’. Should you have any additional questions, feel free to contact me via e-mail. My e-mail address is andrej.p@casino.guru.