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Subject: Formal Complaint – Vegastars Casino VIP Conduct, Withdrawal Cancellation Concerns, Complaint Handling and Customer Treatment

I am an Australian player and former VIP customer of Vegastars Casino. I am submitting this complaint after spending months attempting to resolve serious concerns directly with the casino without receiving what I believe to be a satisfactory or transparent outcome.

This complaint is not based on a single event. It relates to a pattern of conduct, VIP account management, withdrawal cancellation concerns, promotional activity, gameplay concerns and complaint handling issues that occurred over an extended period of time.

As a VIP customer, I deposited and gambled significant amounts through the platform. During this period, I was in regular contact with VIP staff and received ongoing bonuses, cashback offers, reload incentives, free spins and direct VIP engagement encouraging continued activity on the site.

One of my primary concerns relates to withdrawal cancellations. On numerous occasions I cancelled withdrawals and returned those funds to my playing balance. I repeatedly raised concerns about this behaviour and specifically asked whether restrictions could be implemented to prevent me from cancelling withdrawals once they had been requested. I was advised that this functionality was not available.

The casino’s own records appear to confirm these discussions. Internal notes provided by the casino include references to my concerns regarding withdrawal cancellations, requests for restrictions, complaints regarding losses and repeated discussions surrounding my account activity.

The internal records also contain references to:

"Chasing wins"

Financial issues

Requests for restrictions and account controls

Complaints regarding losses

Notes indicating that I needed a break from gambling activity

Requests relating to withdrawal cancellation controls

These references are not my interpretation of events. They appear within the casino’s own internal records and account notes.

I also have concerns regarding the conduct and communications of VIP staff. During the same period that concerns regarding losses, withdrawal cancellations and gambling behaviour were being discussed, VIP engagement continued through bonuses, cashback incentives and ongoing communications.

I retain communications from VIP representatives discussing losses, encouraging continued participation and making statements to the effect that my "next big win" was around the corner. I appreciate that VIP managers are employed to engage with customers; however, I believe these communications should be considered alongside the concerns that had already been raised and documented on my account.

In addition, I raised concerns regarding gameplay behaviour involving the game 3 Hot Chillies and requested that these concerns be properly investigated. While the casino advised that no irregularities were found, I remain dissatisfied with the transparency of the investigation process and the information provided in response to my concerns.

Perhaps most concerning has been the handling of my complaints. Over a prolonged period I repeatedly requested explanations, supporting information, investigation outcomes and meaningful responses. Instead, I was often provided with generic replies, delayed responses and assurances that matters had been reviewed without receiving sufficient information to properly address the concerns raised.

What concerns me most is not any individual message, bonus, withdrawal cancellation or complaint response. It is the overall pattern that emerges when the evidence is viewed collectively.

To support this complaint, I have retained an extensive evidence file consisting of more than 500 screenshots together with emails, text messages, live chat transcripts, VIP communications, transaction records, gameplay screenshots, complaint correspondence and supporting documentation accumulated over a significant period of time.

This evidence includes:

Internal account notes supplied by the casino

References to "chasing wins"

References to financial issues

Notes indicating I needed a break

Requests to implement restrictions

Discussions regarding withdrawal cancellation controls

VIP communications

Bonus and cashback records

Gameplay concerns

Complaint correspondence and responses

I am willing to provide any or all of this material to assist with a full and independent review of this matter.

I respectfully request that Casino Guru review the conduct of the casino, the management of my VIP account, the handling of my concerns, the adequacy of the responses provided and the overall customer treatment I experienced.

Given the volume of evidence available, I believe there is more than sufficient material to warrant a detailed review and I am seeking a fair, transparent and independent assessment of the issues raised.

Thank you for your time and assistance.

please do recall I have a lot of photos i can share to support

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Dear NicSi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding your experience with Vegastars Casino and your concerns related to VIP conduct, withdrawal cancellations, and complaint handling.

To better understand your situation and assist you effectively, could you please provide answers to the following questions?

• Do you have access to your account?
• Did the casino unjustifiably confiscate your winnings?
• In one of the images that you posted, there was an entry of Indefinite Self-Exclusion on April 20, 2026. Could you please provide more information about this?

Your cooperation in providing these details will help us investigate and work towards a resolution. Thank you in advance for your reply.

Best regards,

Jean

Dear Jean,

Thank you for your response.

Please see my answers below:

Do you have access to your account?

No. My account is currently subject to an indefinite self-exclusion and I do not have access to the account.

Did the casino unjustifiably confiscate your winnings?

No. My complaint is not regarding confiscated winnings or an unpaid withdrawal.

My complaint relates to the overall management of my account as a VIP customer, including:

Ongoing VIP engagement and promotional activity.

Bonus and cashback incentives.

Withdrawal cancellation concerns and my requests for additional controls.

Concerns that were documented within the casino’s own internal records, including references to chasing wins, financial issues and needing a break from gambling.

The handling of my complaints and concerns over an extended period.

Indefinite Self-Exclusion dated 20 April 2026

The indefinite self-exclusion was requested after a prolonged period of gambling losses and concerns regarding my gambling behaviour.

Prior to this self-exclusion, I had raised concerns regarding my gambling activity, losses, withdrawal cancellation behaviour and requests for additional account protections.

The self-exclusion was ultimately implemented, however my complaint is that many of the concerns that led to that exclusion had already been raised and documented well beforehand.

I have retained substantial supporting evidence including more than 500 screenshots, emails, text messages, VIP communications, transaction records, internal account notes and complaint correspondence.

I am happy to provide any additional evidence that may assist your review and investigation.

Kind regards,

Nick

Hi Jean,

I hope you are well.

I can see my previous response remains marked as "Waiting for approval". I just wanted to confirm it has been received correctly and ask whether any further information or evidence is required from my side.

I remain happy to provide screenshots, VIP communications, account records and any other supporting documentation.

Kind regards,

Nick

Dear NicSi,

Thank you for your detailed response and for clarifying the nature of your complaint. I appreciate the time and effort you have invested in documenting your concerns and gathering supporting evidence.

After carefully reviewing the information provided, I understand that your complaint centers on the management of your VIP account, the conduct and communications of VIP staff, the promotional offers and incentives you received, the quality of customer support, the handling of your concerns and complaints, and the overall customer experience you had with the casino.

While I recognize that these matters are important to you, and I understand why you are dissatisfied with how the situation was handled, I must respectfully inform you that Casino Guru's complaint resolution service is limited to disputes where we can determine whether a player has been treated unfairly regarding issues such as unpaid winnings, confiscated balances, blocked accounts with funds, verification problems, or similar matters.

Although VIP conduct, support quality, and responsible customer care are undoubtedly important topics, they are not areas where we can objectively determine a resolution or require a casino to provide a specific level of service.

For these reasons, we are unable to continue mediating this case and the complaint will therefore be closed.

Thank you for your understanding, and I appreciate the professional manner in which you presented your concerns.

Kind regards,

Jean

Casino Guru