HomeComplaintsBella Vegas Casino - Player’s trying to withdraw her winnings.

Bella Vegas Casino - Player’s trying to withdraw her winnings.

Amount: $150

Bella Vegas Casino
Safety Index:Low
Submitted: 29 Dec 2020 | Case closed : 18 Jan 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Germany played with a no deposit bonus and wanted to withdraw her winnings, but her messages are being ignored. The player stopped responding to the thread, therefore we were forced to reject this complaint.

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3 years ago
Translation

I played with no deposit free spins. Although I am a player from Germany, these were granted after registration. I made about $ 9 from the free spins which I wagered according to the regulations. After that, my winnings were reduced to $ 50 according to the guidelines. I then continued to play with the $ 50 as a withdrawal is only possible from $ 150. After another luck I reached $ 150, requested a withdrawal and since then there has been no response from the casino. I am ignored in the chat, e-mails are not answered.

Automatic translation:
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3 years ago

Dear Kathleen,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Would you be so kind and send me the link to the bonus you redeemed? I would like to read the bonus T&Cs. Also, could you please indicate whether you passed KYC?

If the casino responded in the meantime, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

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3 years ago
Translation

The bonus was awarded by Chipy.com

I sent you the mail with the link.

The Kyc was passed

Automatic translation:
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3 years ago

Thank you for your reply, Kathleen. Would you be so kind and confirm, that you've made at least one successful deposit?

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3 years ago
Translation

I haven't made a deposit there yet ..... why should I do that if I'm ignored.

Automatic translation:
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3 years ago

Kathleen, I understand your point of view, however, I would like to point out, that it isn't anything unusual that casinos require at least one successful deposit in case the player played with a No Deposit bonus. I checked the T&Cs (https://www.bellavegas.com/terms-and-conditions) and I found this term:


"Players that have never deposited at the casino may only make a withdrawal on any bonus, free spins or loyalty points, once a real money deposit has been made by that player. The deposit made will not be combined with the withdrawal amount, but rather placed in the player’s account once the withdrawal has been paid out. The player will then have access to the deposit amount as a cash balance subject to all normal casino terms and conditions."


At one point you probably will be required to make a deposit (and there is a chance, that this is the reason why you aren't able to withdraw your winnings). Before we move on with this complaint, could you please confirm, you still haven't received any response from the casino?

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3 years ago

Dear Kathleen,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

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3 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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