Vegas Palms Casino had a bad reputation about a year and a half to two years ago. I would constantly hear complaints of them not paying out or taking too long to pay or not honouring bonuses. So, I thought I'd do some digging and see if there was any validity to the complaints. I called Support before depositing to make sure there wouldn't be any problems. A rep with a nice voice, I think her name was Tammy, said that it would be fine and I could go ahead and deposit. So I did.

I deposited €20 and received a 100% Match Deposit Bonus. I played some hands of European Roulette and soon got my balance to over €600 - not bad for my first day. I stopped playing for a few hours and returned later that night to see how well I would fare against the roulette wheel this time. Lo and behold, I could not sign in. My account was locked. I immediately called them and was told that my account was locked because of bonus abuse. I argued that this was ridiculous and that they could check my game logs and see my bets and my winnings. There was nothing abusive about that! The rep said that a supervisor would review my account and get back to me the following day.

If it wasn't bad enough that I my account got locked because I was winning, I still had to wait an entire day before getting an answer or so I thought. I waited a day; then 2 days. Finally, on the third day, fed up of waiting, I called again. Luckily I got the same rep who sounded so nervous when she realized it was me. The supervisor was not there and the issue with my locked account was not resolved. She assured me that the supervisor would call me tomorrow. The hairs on the back of my neck stood up. I had a bad feeling about this. I hung up and sent an email requesting a refund. It seemed the easiest thing to do than haggle with them over money that they thought I scammed from them.

The next morning I received an email stating:

"This is a courtesy mailer regarding your refund request query with the Casino. We would like to inform you that we have received feedback from our Special Investigations unit advising us that no refund can be done on your account as the €20 purchase initiated with the Casino was voided. This means that the initial purchase amount was basically not accepted by the Casino and subsequently returned to the purchase account. We kindly request from you to please review your bank statement to view the transaction in question. I thank you for your time and patience in this regard."

I couldn't believe it; in addition to locking my account because I was winning, they had the audacity to refuse to return my deposit under the pretense that it wasn't accepted in the first place. Unbelievable! After consulting a couple of known watchdog sites, I was advised to file a complaint with eCOGRA, which I did. It took about a month before I received my initial deposit back. In one day I found out that the rumours that were flying around about Vegas Palms were true and in 1 month I received my deposit back. Can you imagine if they didn't lock my account and I had won a Jackpot? I'd probably have to wait 1 decade to see that money.

Be careful where you play online. Consult our Trusted Gambling Sites for fair and honest places to play. You can also visit The Gambling Commission, an online casino watchdog site for more information on their licenses etc.

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