BeVegas Casino - Player’s bonus winnings disappeared.

Bom dia,

A decisão unilateral de encerrar a minha conta no site bevegas é lamentavel, não infringi qualquer regulamento ou condições.

Efetuei 2 pedidos de levantamento no montante de 50€, um deles após 5 dias úteis em analise foi aprovado.

Efectuei um segundo pedido de levantamento no mesmo montante e no final de 5 dias em análise, vocês enviam me este e-mail a informar o encerramento da minha conta.

Vou fazer uma reclamação, visto que esta situação é lamentável.

Relembro ainda, antes de efectuar o primeiro pedido de levantamento de 50€ (levamento parcial face aos 300€ na conta), foi me retirado 200€ euros e fiquei apenas com 50€.

Questionei através do chat online o porquê do desaparecimento deste montante, foi me dito que de acordo com o regulamento, a partir do momento em que é aprovado o primeiro levamento e de um montante parcial, seria retirado o valor do bónus.

Dear Emanuel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward me link of the specific bonus that you redeemed? I would like to check the Bonus T&Cs.

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for reply.

Best regards,

Kristina

O link com os termos e condições de serviço é o seguinte: https://www.bevegas.com/en-PT/terms, ponto 2 contém informação sobre o fecho de contas.

Abaixo, segue a troca de e-mail com o site em causa e a leitura dos e-mail deve ser feita de baixo para cima(do mais antigo para o mais recente).

Cumprimentos,

Hello,

Thank you for contacting us!

We are sorry for any inconvenience, but this is the Management decision.

Please refer to the following rules in our Terms and Conditions:

2.6.4. The Company reserves the right to cancel the User’s Account for any reason whatsoever, at any time, without notice.

As per your second withdrawal of 50, was already approved and should reach you in up to 24 hours. Please let us know as soon as you will receive it.

Thank you for your understanding in this matter.

Have a great day!

     eacl20@sapo.pt Fri, 07/03/20 6:08 am  Good Morning, The unilateral decision to close my account on the

bevegas website is regrettable, I did not violate any regulations or

conditions. I made 2 withdrawal requests in the amount of 50 €, one

of them after 5 working days in analysis was approved. I made a

second withdrawal request in the same amount and at the end of 5 days

under analysis, you send me this email informing the closure of my

account. I will make a complaint, as this situation is unfortunate.

I also remember, before making the first withdrawal request of 50 €

(partial withdrawal compared to 300 € in the account), 200 € euros was

withdrawn and I was left with only 50 €. I asked through your online

chat why this amount disappeared, I was told that according to the

regulation, from the moment the first withdrawal is approved and a

partial amount, the bonus amount would be withdrawn. I ask that you

pay me the 50 € as quickly as possible, because I have the right to

receive them, I risked my money and I won. I inform you that I am

going to make a complaint about this situation, I consider it

inadmissible. I hope you will revert the decision to close my account

with immediate effect and resolve this situation, I am very

disappointed with you. Best regards, Emanuel Leopoldo 

Citando 6859581+C4AAX@tickets.livechatinc.com:      Maggie Thu, 07/02/20 6:39 pm  Hello,

Please be informed that our Management Team has decided to bring our business relation to an end, and to permanently close your Bevegas Casino account.

Kindly note, this decision is final and irrevocable. Thank you for your understanding in this matter.

We wish you the best of luck in future endeavors.

Emanuel, the casino informed you, that your withdrawal was approved. Would you be so kind and let me know when you receive it?

Dear Emanuel,

Is there anything new regarding this case? Did you receive your withdrawal?

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.

Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.