Vegas Baby - 3rd Party Deposit
I opened an account on 7th December and accidentally used my wife's card to make deposits (details saved on my phone as I use for online shopping).When I realised I complained immediately on the same date and pointed out that this is against Vegas Baby's own terms and conditions and that the payments should have been blocked and refunded as per the details on their website copied below:
14. DEPOSITS
j. All payments into the Account must be from a payment source on which Player is the named Account holder. If this is not the case, the deposit will be rejected and funds transferred back. Any charges levied by the banks and/or payment gateways will be deducted from the reversed amount
Vegas Baby took 4 days just to ask for verification documents from me and my wife which have all been sent in the correct format. Not even sure why these were required when their system should have just blocked and refunded the deposits in the first place but I sent them anyway. I have since sent a number of emails querying why a refund of the deposits is taking so long and becoming so complicated when it is clearly against their own policy to have accepted the deposits in the first place. I have received no proper answer to any questions but just standard holding replies. I have also asked how to escalate the complaint, name of the CEO etc as I am so frustrated with the lack of response from customer services but again all my messages have been unanswered. It is now the 16th December and I would have expected a resolution by now as whilst I did make a genuine mistake Vegas Baby have clearly not heeded to their own terms and conditions and need to accept responsibility here. My wife is also self excluded from the One Click Group so the casino has failed in its customer protection on 2 counts here.
