Vesper Casino - Der Spieler wurde beschuldigt, ein eingeschränktes Spiel gespielt zu haben.

In March I played in the casino and won. I verified my account and after 2 weeks even the first one

Payout received 970 EUR (30 EUR fee) Then I made a second payout and waited a long time. Someday

the casino wrote to me that Ecopayz was not working and asked for my bank details. I have my

Bank details sent. Then I waited for weeks but nothing came. Casino couldn't give me any information.

Later they asked me twice for my bank details. The casino recently wrote to me that I would

Played a prohibited game - Mystery Joker, but I played Mystery Joker 6000 and the game is not on the

List of games that are prohibited. So it looks like the casino is just looking for a reason not to pay me my money.

Im März habe ich im Casino gespielt und gewonnen. Ich habe mein Konto verifiziert und nach 2 Wochen sogar die erste 

Auszahlung erhalten 970 EUR (30 EUR Gebühren) Danach habe ich eine zweite Auszahlung getätigt und lange gewartet. Eines Tages 

hat mir das Casino geschrieben, dass Ecopayz nicht funktioniert und nach meiner Bankverbindung gefragt. Ich habe meine 

Bankverbindung geschickt. Dann habe ich wochenlang gewartet aber es kam nichts. Casino konnte mir keine Information geben. 

Später haben sie mich noch zweimal nach meiner Bankverbindung gefragt. Vor kurzen hat mir das Casino geschrieben, dass ich 

verbotenes Spiel gespielt habe - Mystery Joker, aber ich habe Mystery Joker 6000 gespielt und das Spiel steht nicht auf der 

Liste der Spiele, die verboten sind. Es sieht also so aus, das Casino nur einen Grund sucht, um mir mein Geld nicht zu zahlen.

Dear Marcoed,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We believe that restricted games should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played.

Could you please forward your game history along with any relevant communication to petronela.k@casino.guru?

Could you please confirm that you have accumulated your winnings with an active bonus?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I don't know how to download the casino game history. There are a lot of pages and I only sent you a screenshot of the last page. Maybe it can be downloaded somehow, then please let me know. Also wanted to forward all communications from the casino to you, but it looks like only the last ones were sent. I'll be happy to send you more if you need anything else.

And yes, I played with the bonus

Ich weiß ich nicht wie ich den Spielverlauf im Casino runterladen kann. Es gibt ganz viele Seiten und ich habe nur einen Screenshot der letzten Seite an Sie geschickt. Vielleicht kann man das doch irgendwie runterladen, dann sagen Sie mir das bitte Bescheid. Wollte auch alle Mitteilungen vom Casino an Sie weiterleiten, aber es sieht so aus, als wurden nur die letzten geschickt. Ich schicke Ihnen gerne mehr, wenn Sie noch was brauchen.

Und ja, ich habe mit dem Bonus gespielt

Thank you very much, Marcoed, for your reply and forwarded emails. I have checked the general bonus terms and conditions https://vesper.buzz/about-us#bonuses_rules and I must say that the list of forbidden games for the bonus play is rather long (too long to post it here).

As I mentioned earlier, we believe that restricted games should be blocked, and this rule preferably enforced at software level.

I will now transfer your complaint to my colleague Matej 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.

Hello Marcoed.

I am sorry to hear about your troubles with this casino.

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

Could you please explain to us what happened?

We would like to ask the Vesper 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’.

I am sorry Marcoed, the casino is non-responsive.

I strongly recommend you contact the casino regulator:

http://www.gaming-curacao.com/#section-contact

I am sorry that we were unable to help you. I will reopen the case in case that the casino responds to me or in case the regulator makes a decision.

Meanwhile, I am closing this complaint as unresolved.