HomeComplaintsBeVegas Casino - Player’s free bonus winnings have been reduced.

BeVegas Casino - Player’s free bonus winnings have been reduced.

Black points: 345

Amount: €2,800

BeVegas Casino
Safety Index:Below average
Submitted: 05 Oct 2020 | Unresolved : 30 Oct 2020
Unresolved Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

4 years ago

The player from Germany had her winnings from Free Spins capped at €100. Casino didn't respond.

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4 years ago
Translation

Hello, I won an amount through free spins and also implemented the bonus and a payout of 2800 € Now it means that I only get 100 € paid out and I also made a deposit I think it's a cheek to stick to 2700 € that was the last time that I played by the side

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4 years ago

Dear Katja,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.bevegas.com/en-FI/bonus-rules:

"Any winnings from a Welcome Sign-up Offer bonus have a maximum withdrawable amount set to €100."

"Once the player’s first deposit transaction has been approved, any winnings from the Sign-up Offer that exceed €100 will be diminished to €100. The said amount, €100, will be available for withdrawal."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

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4 years ago

Dear Katja,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

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4 years ago
Translation

Okay good, but I have even received the 100 euros to this day, and I sent an account statement there as a PDF

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4 years ago

Hello Katja,

I have checked again terms and conditions, and I this is what I found:

"In order for a player to be able to request a withdrawal of an amount won from a Sign-up Offer, the player needs to have at least one approved deposit transaction on their account."

 

Could you please confirm, once again, that you have placed a deposit in the past? I know you’ve mentioned it in your very first reply, I just want to make sure. Additionally, could you please confirm that you have verified your account successfully? Thank you.

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4 years ago
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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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4 years ago
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filethat also came

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4 years ago

Thank you very much, Katja, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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4 years ago

Hello Katja,

I looked at your complaint and will do my best to help you. I would like to invite BeVegas Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

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4 years ago

We would like to ask the BeVegas Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

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4 years ago

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

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