VictoriaGames Casino - Виграші гравця анульовано, а рахунок заблокований.

Hello.

My account was unfairly closed at a casino called Victoria Games,

licensed under Gaming Curacao (N.V. 365 / JAZ), and my winnings were

forfeited.

I made a deposit of about 100,000 yen to the casino and got a prize of

6,000 euros.

However, when I submitted my identity verification documents and applied

for a withdrawal of € 5,000, the casino sent me an email saying that I

violated 10.2. You will be in breach of our Terms of Service, your

prizes will be forfeited, my account will be completely closed and you

will not be able to open new accounts in the future.

I had absolutely no idea what was going on.

I didn't do anything wrong, I just played normally.

I asked the casino for details of the violation of their terms and

conditions, but they replied that they could not provide them due to

confidential information.

I would like to make a full withdrawal of my winnings, but the casino

will not take any action.

Casino details

casino name:Victoria Games

Casino URL:https://www.victoria-games.com

Kind regards,

Dear vitamin,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings (here):

"10.2.

If Victoria Games suspects that the User is engaged in illegal or fraudulent activities when using the Website; or in breach of this Agreement; or that the User has problems with creditors or otherwise there exists a situation which is detrimental to our business, Victoria Games may freeze or terminate the User’s account or cancel any stakes at Victoria Games’s absolute discretion."

Could you please advise if you have accumulated our winnings with or without an active bonus? What games you have been playing (live games, slots, or multiplayer)? 

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

Best regards,

Petronela

Thank you for your reply.

I made 6,000 Euros on the slot Moon Princess.

I started out with a small bet of 2 Euros, but since I was doing well, I gradually increased my bet and ended up with a bet of 20 Euros per spin.

After that, I played at the live casino Crazy Time and ended up losing 1000 euros. The balance at that time is 6000 euros including the amount you applied for withdrawal.

Support emailed me that 10.2. was used to cancel my winnings.

Thank you very much, vitamin, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@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 vitamin!

I will take of your complaint from now on. Firstly, we would like to contact the casino's representatives to participate on the resolution within this complaint's thread. I would kindly advise to contact the licensing authority of the casino in case it would be not possible in any way or the resolution happens to be unsuccessful.

I am hoping to get a reply from the casino.

My credit card deposit has been refunded, but I still can't give up my

winnings.

We would like to ask VictoriaGames Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

As the casino is licensed by Gaming Curacao licensing authority, I'd like to suggest an option to raise the complaint with this authority. In case of any information needed, please contact me via my email address: martin.d@casino.guru.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.