Vegasnova レビュー 32

Vegasnova からの回答

13時間前

Hi there,

Thanks for taking the time to leave a review, and we're sorry you're unhappy with the outcome.

We've reviewed your account in full. The winnings you tried to withdraw came entirely from bonus funds, and like every licensed operator our bonus terms include a maximum bet of £5 while a bonus is active. Our records show several bets between £80 and £100 placed while the bonus was live , with the largest single bet at £100, not £2. Because that's well above the £5 cap, the bonus winnings couldn't be approved for withdrawal.

This isn't a rule applied after the fact. The max-bet limit is part of the published bonus terms accepted when the offer was claimed, and it exists to keep bonus play fair for every player.

In the interest of fairness, we've refunded your original £20 deposit in full , that's already back with you (depending on your bank card timeline)

We understand this is frustrating, and we'd genuinely welcome the chance to walk you through the exact bets and the relevant terms line by line. Please reach out to our support team and we'll go through everything with you.

Please contact us via chat and we will try to make your next expririence the best one yet.

Vegasnova からの回答

13時間前

Hi Paul, thanks a lot for the honest review. We had a laugh reading it, and we're really glad Mike was able to sort things out for you. I'll let him know you mentioned him, he'll be chuffed.
You've nailed it really. Gambling has its ups and downs, and the most important thing is playing within your means and having fun with it. We always try to be upfront about bonus terms too, so it's good to hear that came across.
Hope to see you back soon, and thanks again for giving us a fair shot.
Cheers,
The Vegasnova Team

Vegasnova からの回答

2026年6月18日

Hi Nicola,
We're sorry to hear that you feel disappointed with your experience.

For security reasons, we may occasionally request additional verification where account activity triggers risk or fraud prevention checks, even after standard KYC has been completed. These checks are designed to protect our customers and ensure withdrawals are paid to the rightful account holder.

We understand that our communication could have been clearer in this case and we appreciate that being contacted while at work may have been inconvenient. We have reviewed your feedback internally and will use it to improve our processes.

As account-specific information cannot be discussed publicly, we would welcome the opportunity to review the matter with you directly. Please contact our support team and ask for the matter to be escalated to our Risk Management team.

Kind regards,
The Vegas Nova Team

Vegasnova からの回答

2026年6月8日

Hi Anthony,

Thank you for sharing your feedback.

We would like to clarify a few points. A withdrawal request was processed successfully. As such, we were unable to identify any issue that would have prevented withdrawals from your account.

Regarding the concerns raised about email verification and the contact section, we can confirm that we have no record of you contacting our support team to report these issues or request assistance. Had we been made aware of any technical difficulties, we would have investigated them promptly and worked with you to resolve them.

Your email was successfully verified and remained fully operational, including the successful processing of your withdrawal request. For this reason, the issues described in your review do not appear to reflect the activity and status of your account.

Should you have any outstanding questions or require assistance in the future, our team remains available to help.

Kind regards,

Vegas Nova Team

Vegasnova からの回答

2026年6月8日

Hi,

Thanks for your feedback.

Bonus offers are provided in line with our promotional terms and may vary depending on eligibility and availability.

Account closure requests are handled through the proper support channels and are actioned once received in the correct format. If there has been any confusion around this, it is usually linked to the request not being completed through the required process.

We appreciate all feedback and remain committed to providing a fair and transparent experience for all players.

Kind regards,
Vegas Nova Team

Vegasnova からの回答

2025年10月13日

Hi M.W.,

We understand how disappointing it feels when a balance adjustment occurs. Please note that bonus winnings are always subject to the terms and conditions agreed upon when the offer is accepted.

In this case, the balance you mentioned resulted from gameplay under an active bonus. After a detailed review, our team confirmed a breach of the bonus policy, specifically related to the rules that govern bonus play. A full explanation outlining the reasons and relevant terms was sent to you by email.

We encourage customers to review the bonus rules before playing and to contact our support team if anything is unclear.

— The Vegas Nova Team

Vegasnova からの回答

2025年9月3日

Hi Abigail,

Thank you for your kind words and thoughtful recommendation!

At Vegas Nova, we believe that gaming should always be both fun and safe. We're glad to hear you value the responsible gaming tools we provide, features like deposit limits and self-exclusion are there to give our players peace of mind and full control over their play.

If you have any questions or suggestions, our 24/7 live support team is always ready to help. Enjoy your games responsibly, and good luck!

Vegasnova からの回答

2025年8月25日 に更新

Hello Laura

Thank you for bringing this to our attention. We take your feedback very seriously, as the security of your account is our highest priority.

To help us investigate the issue of recurring password change notifications, could you please provide us with some more information?

Please share the email address associated with your account, the approximate dates you received these notifications, and any ticket or case numbers you may have from your support inquiries. You can send this information to us via email to support@vegasnova.com so we can look into this immediately.

We are committed to resolving this for you and appreciate you helping us with this investigation.

Vegasnova からの回答

2025年8月26日

Hi Selva

Thank you for your kind words!

We’re so glad to hear that you’re enjoying the fast withdrawals, our support team, and the variety of games. Your feedback about bonuses is noted, we’re always working on new ways to reward our customers, so stay tuned for more exciting offers.

If you have any questions or suggestions, our 24/7 live support team is always ready to help.

Enjoy your games responsibly, and good luck!

Vegasnova からの回答

2025年7月14日

Hi Valentina,

We're really sorry to hear about your experience, and this definitely doesn’t sound like something we would intentionally allow to happen. We take partnerships seriously, and your feedback is concerning.

Please reach out to us directly at support@vegasnova.com with any details you have so we can look into this properly.

The VegasNova Team

Vegasnova からの回答

2025年7月14日

Hi Göögle,

Thank you for your feedback! We’re glad to hear your issue was sorted quickly and that our support team made a good impression.

We're committed to keeping and enhancing that same level of service.

If you ever need anything, we’re here for you 24/7.

Enjoy your time with us and good luck!

The VegasNova Team

Vegasnova からの回答

2025年6月19日

Hi Stephan,

Thank you for the kind words and for taking the time to share your experience.

We are really pleased to know that everything went smoothly and met your expectations.

It is always rewarding to hear this kind of feedback. We’re committed to keeping things running just as well moving forward.

Wishing you all the best and we hope to see you again soon.

Vegas Nova Team

Vegasnova からの回答

2025年6月25日

Hi Ditrik,

We take all feedback seriously and want to further address this case.

After a thorough investigation, it was confirmed that a sports bet was placed during a technical error, which caused a delay in our live data feed, specifically after a goal had already been scored, but before the system updated the match status. This created an unfair advantage, and according to our terms and conditions, we reserve the right to void bets that were placed as a result of technical errors.

We understand this outcome may have been disappointing, but we applied our rules consistently and only after evaluating the situation. These measures are in place to protect fairness across our platform for all customers.

We value every review and always aim to provide a fair and secure environment.

The VegasNova Team

Vegasnova からの回答

2025年6月25日

Hi Simon,

We appreciate all feedback, we feel it’s important to clarify that account restrictions are only applied when certain irregularities, or breach of terms are detected during our internal checks.

In this case, our team investigated thoroughly and communicated with you clearly throughout the process. The option to withdraw your original deposit was made available as a goodwill gesture, despite specific issues identified during account review.

We’re always committed to fair play, transparency, and upholding the integrity of our platform for all customers.

The Vegas Nova Team

Vegasnova からの回答

2025年6月24日

Hi EvhenIi,

Thank you for your feedback. We appreciate the opportunity to clarify the situation.

Regarding your comment on “instant withdrawals,” we strive to offer the best possible experience, including fast withdrawal processing for all customers. While we aim to process requests promptly, all withdrawals remain subject to routine checks, especially when linked to bets under review.

In your case, the request could not proceed due to the outcome of a bet that was placed during a delay in the live data feed. Following an internal review, it was found that the bet in question was submitted after a goal had already been scored.

Because the selection was initially accepted based on outdated information, and in accordance with our Terms and Conditions, the bet was considered void due to technical error and was cancelled. This ensures that all customers operate under the same fair conditions, even when unexpected feed delays occur.

You were promptly informed of the outcome by email, and our support team remained in contact to explain the decision and keep you updated. The actions taken, including the declined withdrawal, were strictly based on the timing of the bet and our platform T&Cs, not on any external comments or feedback.

We remain committed to providing a safe, fair, and enjoyable environment for all customers. While we understand that such outcomes can be disappointing, we follow these procedures to protect the integrity of play across the board.

The VegasNova Team