BingoVillage Casino - Player’s winnings expired after account inactivity.

Scam! Scam! Stay away

I deposited money for 1 yr. Got my account up to 6700 $. First, we were allowed to withdraw 750, max of 3000 a month. The fees are big and the 750 is max per week.

Then, i had a death in my family plus a 3 week cruise, no internet of course, so I did not play.

I come back and find out I lost all the money in my account because it has expired. I got no email to warn me or anything.

They say you are bound by the rules you agree to when you sign in, because they know that no one reads them.

The rules change at least once once a month, and they get worse and worse.

Anyway, bottom line is it is easy to win money but good luck following the rule changes.

My sister has 25000 in her account and will likely lose it.

Date of experience: June 05, 2024

Dear Helene283,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BingoVillage Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain if the situation is related to an expired bonus that wasn't wagered through?
• Could you please advise what change in terms and conditions occurred and whether it resulted in any unfair losses for you?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

The playthrough was fine.

They changed the rules again, saying you have to deposit every 30 days, otherwise you are inactive and you lose your balance.

In the email i just copied, you will see they actually believe it is our responsibility to read those terms every day.

They also say in there they advise their staff but it would be too hard to email players. Funny that for promotions, it is easy. We all know they could email with a mass email advising when there is a rule change.

Everytime you withdraw, you lose the bonus money. So everything that was there were cashable funds.

I attach again the email from me and their reply.

"Are u kidding me ?

Bingo village reached out to me to delete my review. I would have been glad to do so had they worked with me to resolve the situation.

I sent them this email:

"No one reads those every time you log in, and you know that.

Is there a message where we are advised of a change? We were depositing often to play slots or get into roxy.

That is why i have put that review. I want to warn others that it is too easy for you to change the rules and not advise people with high balances, and that way they lose their money and you keep it.

Same when you changed the platform. I adapted and urged others to do the same, as you said you would work it us and i believed you.

Legally, when there is a change to the terms and conditions, after the person creates the account and presumably read those terms, as i did, you must advise.

How reasonable would it be that players would have to read the terms every time they log in? You know that does not happen. You can make any changes and no one sees or knows it. Highly unfair.

Nothing I said was not the truth in the review. You are closed to resolution and on top of that you have the balls to tell me you are not at fault.

Show me a good faith email where I was advised that if I do not deposit, I will lose my whole balance.

I am just starting my reviews. I believe people should know that if there is an issue, you will not budge, regardless of what is the right thing to do.

You dont negotiate, you dictate, and I have played on many sites and have never experienced that.

My next step is copy/paste conversations showing we were not advised. People should know if they are operated or suffer a budget cut or lose their job for a few months, they will lose everything they worked for. That is WRONG. There is no point in gambling your money where you have to read the terms and conditions every time you log in.

I owned a store and when I made a change, I had a sheet where all staff members had to sign their name, acknowledging they are aware of the change, and that is what should have been done here.

I am sorry you dont like the reviews, but do you really think people will want to play on gour site if they have to spend an hour a day reading terms and conditions?

Also, I saw other people questioned the fees on withdrawals. They are right. And then, are u telling me you can decide the amount we are eligible to withdraw per week and per month and chamge it to incrwase fees obviously, which were already high, by refucing what we are eligible to withdraw.

There are things I have not said yet, like the fees, changing what we can withdraw and your super low maximum, as well as the fact you do withdrawals onc we a week only and that on top of that, if they need something extra, you have to wait another week. Too much hassle for breaking even.

Another thing, you entice people to deposit, with nice bonuses, but there is no point in depositing for the bonus, since u lose it as soon as you withdraw anything. A lot of people dont realize that, and so I want to give them a heads up on that as well.

I also intend to contact the gaming commissions for canada and the USA. They are there to protect the pulic, nI t the website. I am quite confident they will find tour practices unfair

I wish we could have resolved this another way, but you cannot do anything to fix the wrongs toward me, so my only recourse is to at least warn others of what is to come for them. If I save 10 people from depositing , it is worth the 6,700 i lost!"

Here is they reply. As you will see, they dont address each issue in the email, they just deny everything and di not take respondibility for anything.

"We have done nothing wrong. It is the members responsibility to read the terms and conditions page. We do inform our Staff of the changes but we cannot email each and every member this is why we do have a terms and conditions page so members are able to read the terms."

So unless you have a few hrs a day to rwad terms and conditions in case there are changes, AVOID THIS SITE and pls spread the word, so players know what they are getting into.

Date of experience: June 09, 2024

Let me refer to the rule from the terms and conditions I believe is relevant:

In order to request a payout, players need to have at least a successful single deposit of $25+ made in the last 30 days. This means that your winnings must come from a minimum single deposit of $25. Depositing less than $25 at any point will void your winnings.

I am sorry but the entire email cannot be attached to the thread. Please forward them to me at tomas@casino.guru and we'll contact the casino as soon as possible.

Yes, but that was the term that was changed without expressly advising players. They email us with promotions, they could have emailed wach player to advise of the change.

Thanks for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Helene283,

I am sorry to hear about the issues are experiencing. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Bingo Village Casino to join the conversation and participate in the resolution of this complaint.

Dear Bingo Village Casino,

Can you please clarify the exact reasons for the confiscation of the player's funds? Do players have to deposit at least $25 each month in order to prevent their account from expiring?

Kind regards,

Adam

Hello Adam,

Thank you for adding us on this thread.

The short answer is yes, we do have a policy put in place that require players to deposit at least $25 US dollars every 30 days to keep their accounts active. If they fail to deposit, their balance will expire as per our terms and conditions and the funds will be removed.

This is a rule that was put in place when the site was launched, it's not something new. Player Helene283 was informed about this and was advised by management to make a deposit to avoid the expiration of their balance but the player did not deposit.

Let me know if you have any other questions regarding this topic.

Regards,

Florin

www.BingoVillage.com

Dear Bingo Village Casino,

Thank you for your response.

As I am sure you are aware from other complaints of this nature, we consider this rule and its application in this way to be extremely unfair and a trap for players.

However, I checked the terms and conditions and it states:

"Your account balance is made of Total Cash and Total Bonuses.

The cash balance expires if the member hasn't made a deposit during the last 60 days. The Bonus balances are removed after 30 days if not used. The system will run random checks to remove expired balances.

In order to avoid inconveniences, you must remain active by making a single deposit of $25 or more every 30 days.

Members can become inactive for not logging into their accounts in 30 days or for not making a single deposit of $25 or more during the last 30 days. Your account status directly affects your balance."

This seems to suggest that if a player has not used a bonus, and has only a cash balance, it will expire after 60 days with no deposit. Can I ask how long the player was "inactive", and when were the terms last changed?

Kind regards,

Adam

Hello Adam,

According to our terms, a player needs to make a $25 deposit within the last 30 days to qualify for a withdrawal.

If a player does not make a deposit during this period, their account balance is no longer eligible for withdrawal. Additionally, cash balances expire after 60 days, and bonus balances expire after 30 days, at which point the system will automatically remove these balances. We allow members to keep their balance for entertainment purposes until the expiration period.

Regarding the issue with Helene283's account, she did not make the required $25 deposit within the last 30 days, so her balance was not eligible for withdrawal. Despite this, she attempted to withdraw the expired balance multiple times, which was not possible due to the aforementioned policy.

Her last deposit was made on March 29, 2024, at 11:44:06, and her last withdrawal request was on May 21, 2024, at 19:47:03. The funds were completely removed on June 6, 2024, at 09:22:25. I can provide screenshots as proof if needed.

Please let me know if you need any further information.

Regards,

Florin

www.BingoVillage.com

Hello Florin and BingoVillage Casino,

Thank you for your response.

As mentioned previously, both here and in other complaints about these terms, we consider the application of these rules to be entirely unfair. There could be any number of reasons why a player might not deposit or actively use their account within a period of 30 days, and this should not be an excuse for the casino to confiscate funds.

Can the casino review the application of these rules with the aim of providing a fair outcome for the player? If the casino is unwilling to reconsider its decision, we will be left with no choice but to close the complaint as 'unresolved'.

Kind regards,

Adam

We would like to ask the 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’ which may negatively affect its rating.

Dear Helene283,

I have tried to contact the casino repeatedly but had no further response. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

The casino advertises a license from Gaming Curacao, but we have been unable to verify this. However, I still recommend you contact the authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam