Vegas Crest Casino, CyberSpins Support and Complaints Thread

Dear Prince Bhasin,

We have paid your winnings, and as per our T&Cs deregistered your player account. If you have any queries, please feel free to contact Vegas Crest Casino's Manager by sending an email to manager@vegascrestcasino.ag.

You paid my winnings because it was less than what I deposited and then you illegitimately closed my account. That is not right.

Hi, you have not responded to my last message.

Hi Prince Bhasin, we have asked the Casino Rep for an update on your case. 

@Prince Bhasin - The casino provided us with the evidence that they have paid your winnings and that, as they previously stated, during the last few months you only played on one casino game. Since that represents the breach of their Terms and Conditions, they decided to close your account. 

Hi, thank you for replying. There is no rule that says you cant play on only one game. I know your busy but if you read there terms and conditions you will see it's not in there.

These are the terms they are referring to: "Vegas Crest Casino reserves the right, in its sole discretion, to permanently disable your account at any time without notice to you. Any balance in your account at the time of such cancellation will be credited to your credit/debit card and/or sent to you by cheque, wire or money transfer.
f. If you have not played on an individual basis for personal entertainment only (that is, you have played in a professional sense)."

Tania I deposited $1000. After playthrough I had $400 in my account. I withdrew the $400 and then they closed my account. They kept my $600.

Hi Prince Bhasin,

Be advised that due to the evidence casino provided regarding the payout and the Terms they are referring to, unfortunately, we are unable to provide further assistance with your case. The Casino Rep did not want to reply again here on the forum, but instead advised that you can contact them directly at manager@vegascrestcasino.ag if you are unsatisfied with their decision and do need additional explanation. 

This is a Rogue casino. This casino needs to be blacklisted.

Can the casino representative provide any comment on this ?

We have been shown the appropriate evidence that the player was paid out all his winnings and that the deposit amount he made in December was not $1025. Apart from that, there was a breach of their T&C.
To conclude, we consider this case CLOSED. The player was also advised directly by the casino on this matter and can reach out to them again in case of further questions.

I made a total of 3 deposits before I received my withdrawal. One was for $500 the second for $500 and the third for $25.

I did contact the casino directly and was unable to come to a resolution.

Hello,

I contacted the Vegas Crest live chat about a problem of the wagering requirements attached to the 30 free spins I bought in the LCB shop: I have 450 euros wagering requirements for the 30 free spins instead of the 270 euros indicated in the LCB shop: "Wager spins value 30x ($/€270)". The live chat suggests me to contact the manager about this problem but I think it's more easy to contact you directly in the LCB forum,

Regards

I'll speak to the rep about it tomorrow.

Message has been sent.

Good Morning Laurent3865,

Thank you very much for contacting us , we just reviewed your account and you are correct, the account was credited with extra WR, the free spins were given x50 instead of x30 as listed under the LCB Shop, we apologize for the incovinience caused.

The extra WR were removed from your player account, please take into consideration that each time your balance is less than $€1, the Wagering Requirements drops to 0, when you place your next deposit, just something to consider. 

Kind Regards

VG Team 

Hello,

Thank you for correcting the wagering requirements in my balance, and also for the explanation about the wagering requirements when balance is less than 1 euro,

Regards,

Laurent

Did anyone try and cash out the other day and was told their bitcoin payment system was down? Oh dont worry, the bitcoin deposit system was working just fine, it was specifically the payout part. I think my bitcoin wallet has the same bug, money goes out but never seems to come back in. Either way, I spoke with 1 of the 3 dudes that manage to cover the place 24/7 and they said no eta on repair and to simply opt for the wire method. That was great but the additional 60 dollar fee turned me off. 

Hello ChiricoSales,

Please private message me your casino username so that we can ask the Casino Rep to look into your account. 

The deposits I made totaled $1025.

Dear Chirico,
Thank you for contacting us over the forum. Please could you provide your account username so that we can revise your case. Perhaps you were trying to process a payout over the weekend? please take into consideration that our Finance departments opening hours are Monday to Friday from 8am to 4pm CEST. I can confirm that during the weekends, our system will only accept deposits and no payouts are processed. The Finance department is also closed on major public holidays including Good Friday, Labor Day, Christmas Day and New Year’s Day.
If you have any additional questions regarding deposits or payouts, please do not hesitate to contact accounting@vegascrestcasino.ag 

We hope you find this post useful
Best Regards
VG Team

Dear Prince, Your case was closed a while ago. We do understand that the use of the forum is for you to freely discuss and resolve any issues, but there is nothing else that we can add in reply to your comments. The account balances were paid, and the case is now closed. Best of Luck VG Team

I should have received my deposits back which totaled $1025. You paid me $410 because it was the lesser of the two. Not fair.

Hello,

What's happening with the daily fantasy slot tournament? The leaderboard is blocked since Sunday... Players didn't know the results for Monday and didn't receive my prize for Monday ( there was no live leaderboard so I don't know exactly my position but I did better than Sunday where I won a prize, so I am pretty sure to be in the Monday leaderboard Monday),
I contacted the live chat yesterday night and this morning about this and nothing happened but it wasn't very usefull for this problem. It was the same yesterday but I choose not to play because the leaderboard was still blocked...

Thank you

Hi laurentr3865,

We'll ask The Casino Rep to provide an update on this. Keep you posted. 

Hi laurent3865,

Thank you contacting us, we did encounter a visualization issue within the page but the tourney continued to run and work fine. The issue has been resolved and we can see under your player profile you did made it to the ranking table on Sunday & Monday and the system credited you with your winnings and you were also emailed the result. We are very sorry for the inconvenience caused and hope you continue to enjoy our tournaments.

Best Regards VG Team

It is my understanding that now when you cashout using Bitcoin you charge a 10% fee? That is outrageous! To cashout using wire transfer is 65 dollars. If someone is lucky enough to win like 5 grand you will charge them 500 USD to process that using Bitcoin and 65 dollars for each wire transfer?

LH

Hi LHofsdal,

At VegasCrest Casino we offer a selection of safe and secure withdrawal options to ensure that our players receive their winnings in a timely manner. Processing costs are incurred with all transactions and these are clearly shown on site when you select the pay-out methods. You can then choose which method best suits your requirements before you request your withdrawal.

Unfortunately, there are costs incurred with all financial transactions and although these are beyond our control, they are clearly stated on site.

Best Regards,

VG Team

Hi VG Team,

so LHofsdal is right, you are charging 10% fee on BTC?  Please do explain us how is it possible to charge as much when crypto fees are super low? 

Thanks for the reply, but please explain why your fees are much higher than any other casino. NO OTHER casino charges these high fees for the same service.

LH

Hi,

Thanks for your comments.

We do not actually charge any pay-out fees to our players when they make a withdrawal using Bitcoin. Unfortunately the Bitcoin processor exchange rate is high and can result in a fee of up to 10% when players make a withdrawal using this method.

Best Regards,

VG Team

that sounds appalling, there are bunch of other processors that would do it for a fraction of the current charge.  BTW which BTC processor do you use?

and how come you simply dont pay from your own btc wallet ( easy to set it up, bitgo, coinbase, binance, bitifnex etc ). 

WTF is wrong with this Casino!

I deposit via BTC ~ 26,50€ so 1,50€ more that i need ...

Then i see its too low so i will have only the Money back and Acc close.

I never play in a Casino with an 3-4€ Fee so i had send some Mails to Support and never has an reply!

My Username is CaNna09 and my BTC Adress has the Support 10 Times!

So CREDIT MY MONEY TO M BTC WALLET!I never has play in this Casino and i dont can enter my Acc i think its blocked!

Ps: At Vegascrest the Fee is HIGHER as in other BTC Casinos;)

i had Deposit 26,50€ for a Deposit from 25€ so more than i need and they ssay its to low more than 1€ i must deposit more!

Its higher then 10% and i never play in this Casino!

I want only my Money back thats all

Username CaNna09 i wait for my Refund!

Hello Fabian, 

We've asked the Casino Rep to look into your account and assist with the issue you're having. 

Has send the Rep and Pn but

Last Online 8 Days

@Tania oh oh no reply to Mails and over 1 Week not online ...

Good Morning CaNna09,
We have contacted accounting this morning to double check your complaint. We kindly ask that you please refrain from using abusive language to our staff. We are following up on your request. Please note that we use third party processors and we do not charge any fees on any deposit. The account gets credited with what is sent through to us. Companies do not run on personal accounts; they use corporate banking methods and they charge their own fees. As bitcoin fluctuates, what you requested is converted at the current exchange rate but when sent to us, it may be different. Accounting are open today but please note that they are not open 24/7. So I kindly ask you that you give us time to look into this for you.
We can confirm that your money sent has been refunded.
Best Regards
VG Team

Hi I have a slight issue with Vegas Crest Casino... So I redeemed this code through Vegas Crest "LCBMAY42020" (after making a deposit) and it said in green that the code was accepted ... But unfortunately it says no where on the site what the spins are for ... So I went and asked the live chat at vegas crest and they didn't know what they were talking about and said they were for the Cleopatra slot....so I went to the slot to play and my spins weren't there . So I went back and asked the chat why the spins weren't there and they said that I had already used them 15 days ago...this wouldn't make any sense at all considering I had just redeemed the code and it was accepted and everything ... So then I asked the chat like 10 times where I can look for myself on the site where my bonus information would be like every other normal casino site has and they never gave me an answer after asking a million times and they argued with me and told me that I can only redeem one of these codes once a month (instead of what it states on here which would be in between deposits) ...however when I redeemed the code initially before I got the live chat involved, it did say my code was accepted and the bonus had been applied.  Then when i got the chat involved after being unaware of what game the spins were for,  the chat proceeded to say it only had the code accepted in green thing happen because supposedly I qualified for the spins but could not use them since I already used an LCB code this month? I'm super confused about their system I guess and how It works and idk if they are lying to me about my spins or not because as I stated before the code had said in green that I was accepted, when normally if I could not use a code it would say in red that the code was not available. Please help I'm very frustrated at the moment and don't know where to ask for help because the live chat really seems like they have no idea what they are even talking about half the time whenever I ask them a question, and I am kind of confused as to why they dont not have a place where I can look at what bonus I have active... there have been numerous times where the live chat here at this casino has lied to me and said one thing and it was another way and they were wrong numerous times... I do understand that no one is perfect but when you are shoveling money into an online gaming website, you would think the live chat would know how to do their job correctly... im not saying they are rude because they are typically nice for the most part but they dont seem to know whats going on in their website...please help 

Hi Cortney Rayne,

Sorry to hear you feel frustrated. We've already notified the casino about your post. Could you please private message me your casino username? 

Dear Cortney,

Thank you for reaching out and sorry for the inconvenience.

The free spins have been credited under your account as per the code : LCBMAY42020 on the slot game “The Heroes”.

Due to a technical error, the free spins weren't getting credited automatically, and we had to manually add it to your account.

I apologize for the issue, and hope you'll have a great time at Vegascrest casino. In case of any further queries please don't hesitate to contact us.

Best regards,

VG Team

Hello,

I have a problem of slow payment which is unusual in Vegas Crest Casino so I would like to know if there's any problem with my bitcoin withdrawal which has been approved the 17th of June but that I still didn't receive in my bitcoin wallet? I already checked the bitcoin adress which is right so I don't know what's the problem... Mu username is laurentr3865,

Thank you

The casino rep has been notified. They'll update this post soon. 

Dear laurent3865,
Thank you very much for contacting us, I'm very sorry to hear about your issue. The accounting department are going to contact you immediately to resolve this.

Regards VGA Team.

@laurentr3865 please let us know as soon as the issue has been sorted. 

The account department has contacted me and there's a technical problem with bitcoin payments that explains the delay of the payout, so I think I will receive my payment without any problem when this technical problem will be fixed,

Thank you

And I did forget to tell that they credited my account with a 10$ free chip for the inconvenience 

That's great news. Thanks very much for letting us know. 

You will probably get it in a few hours because as soon as i emailed accounting I got paid a few hours later. All in all the payment with the delay was still quicker than the quoted time which is awesome.

Yes, you were right, I received my bitcoin payment this morning so I will go on playing in Vegas Crest Casino which is still a safe place to play with a good support.