Vegastars Casino - На бонусних покупках гравця бракує коштів.

On Friday 21st November, I purchased 20x $100 bonus buys on various Big Bass games with the intention of saving them to open later, totalling $2,020 in buys. The bonus buys were purchased with deposited fund and no bonus funds of active bonuses with wagering requirements were used to purchase them.

On Saturday 22nd November, I went to open the bonuses and realised none of them were available. Ie each game I opened was showing a regular spin with no record of the bonus being triggered or played.

My bet history in the casino shows the bet for each of the bonus buys, with a loss equal to the bonus buy. If I look at the game history on any of the relevant games, there is no record of the free spins/bonus having been played.

The $2,020 used to purchase the bonuses is gone from my balance with no winnings, result or refund credited.

Casino support did not provide a resolution and referred to a technical team who asked me for the bet IDs for the bonus buys. These do not exist because the spins were never played and there is no record of them in my account. The casino hasn’t replied to my response that I cannot provide bet/round IDs

I will attach to this complaint screenshots of the purchased bonuses, as well as an example of game history that doesn’t show the record of the bonus buy. This can be provided for all the games if needed.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegastars Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Was this the first time you attempted to keep bonus rounds for later in this particular casino?
• Was the game provider for the bonus rounds the same - Pragmatic Play?
• Could you please share with me your communication with the casino's support and technical department so far?
• Have you requested records of your game history from November 21st onward? If you haven't, make sure to do so as the next step in Excel format.
• Send emails or chat transcripts to my email at [email protected], or post screenshots here
• Was there any gaming activity other than you buying the features on multiple slots since November 21st?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your response. To answer your questions:

1. I had previously saved bonus rounds for approx. 1 hour. This was the first time I had attempted to save bonus rounds until the following day
2. yes, all games were pragmatic play
3. I have emailed you with the relevant transcript and email
4. following the feature buys, I played several more pragmatic games. I spun in and saved features on 3 additional games which I also saved and have been lost. Additionally, I claimed a $3 reward. This reward is added to real money balance and is not subject to any wagering requirement.

Additionally, I have requested game history to be provided in excel format via both live chat and email which the casino has so far ignored.

Dear BLLZ

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello BLLZ,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Benrobbo,

We are sorry that this situation with the bonus buys has been so frustrating. Our team looked into your complaint, but without precise round details we were not able to locate a specific game round in our logs or confirm a technical fault.

We outlined how the bonus-buy feature works and shared some basic troubleshooting steps, and at this stage we do not have any further findings to add. If you do manage to gather more exact details about a specific round, please feel free to email our team at [email protected] and we will take another look for you.

Vegastars Team

As I’ve explained many times now, it’s my view that the lack of exact round details highlights the exact issue. It’s incredible to me that the position of this casino is that when a player provides clear evidence of some sort of technical fault that has happened, it’s somehow not enough and the onus is on the player to produce additional evidence that either doesn’t exist or is not available to them via the interface, no matter how many times they explain it.

Also interesting is that the casino seemingly has no interest in remediating a player until they work out EXACTLY what technical issue has happened. Frankly, it’s not my issue to determine the exact specifics. I’ve provided the evidence available to me (which again is compelling, being screenshots of the money being taken from my account and the rounds not being played).

Matej - on a separate note, would you mind please letting us know if you think there’s any chance that the relevant round IDs could be retrieved from the game provider directly if they are given the details of game, username, time, bet amount etc?

Hi Ben,

The case is still under review, and we will contact the provider. We shall keep you posted with the outcome of our findings.

Dear Vegastars Team,

Could you please send me the player’s game log ([email protected])? If BLLZ purchased bonus rounds but never played them, this should be reflected in the game log

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Please note our representative emailed Matej directly re this case, as requested above. The email was sent on the 24th of December.

Dear Vegastars Team,

Sorry I missed your email along with the others wishing me a Merry Christmas and Happy New Year. I didn’t expect you to be working on Christmas!

Thank you for the screenshots, but additional evidence is needed in this case. I explain it in email.

Dear Matej, thank you for your message. We can confirm our representative has replied to your email. Please let us know if you need anything further from our side.

Vegastars Team

Dear Vegastars Team,

Just to clarify — are you saying that, based on your logs, the player bought the game feature 11 times and didn’t win anything from it? Because what I see in the log is that he purchased the bonus feature 11 times for 100 each with no winnings.

Thanks.

Dear Matej,

We have sent you an email with further clarification from our side, including what our logs show for the 11 feature purchases and the outcomes. Please check your inbox and if you need anything further, kindly reply to that email and we will be happy to assist further

Vegastars Team

Hi Matej,

I’m concerned that the casino is now talking about 11 feature purchases (especially since this is what their logs seem to show) when the issue was always with 20 feature purchases from the beginning. I originally sent screenshots of all 20 to your colleague Tomas. I also have a screen recording from the time of the complaint showing all 20 in the game history of my vegastars account. If this is helpful please let me know and I’ll provide it.

Dear Vegastars Team,

I have sent the email again. Please provide the player’s bet history, as the log you sent previously is not sufficient.

The player should have access to their game history in any case, so I do not understand why obtaining this information is proving to be so difficult.

Thank you in advance for your cooperation.