BingoVillage Casino - Player's winnings voided due to not meeting deposit requirement.

I failed to read and understand the T&C's before spinning the reels from $7 to just under $300 at around $280. So I go to withdrawal a d of course it goes under review. Needless to say but since I didn't deposit $25 in the last 30days my winnings would be voided they explained. Umm what!?

Then I asked customer service "so when my balance is returned for not qualifying for withdrawal where does it go? To you guys?

It got silent for a moment then she returned with a bye message. Then closed the chat immediately without my consent

Dear PiSpinWin,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with BingoVillage Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Do I understand it correctly that the casino voided your balance due high bets? Did you use any bonus in the casino? I will be waiting for your reply patiently.

Best regards,

Nick

Hey Nick

They actually waited until it was time to withdraw to inform me that a deposit of $25 needed to be made in the last 30 days to withdrawal. So they returned my winnings and said they were voided and could no longer redeem them.. like what?

It gets even better. Now I have $283 in my cash balance just sitting there so I decided maybe I should and deposit maybe I can claim some portion of my winnings. No, not at all because an error message pops up stating that my cash balance us over $100 and I'm not able to make a deposit at this time...ok what?

Now I'm sitting here unable to withdrawal or deposit with $283 in my cash balance. I contact customer service and they mention that I need to spend the money down to $100 to make a minimum deposit of $25...I'm like wait..What?

I won by using some bonus money I acquired from a challenge a few weeks ago. I was able to complete all levels of the challenge which in turn boosted my cash balance from bonus balance to around $280 which I cannot withdrawal.

This casinos t&c's are out right ridiculous I thought to myself. So idk how to fix this, or if it's even possible but they definitely know what they're doing. I call situations like this with casinos "cash traps"

Hello PiSpinWin,

If you did not deposit in the last 30 days, the casino may void your winnings I just do not understand why did they put it back into your casino balance as I doubt they will ever pay it out as you breached the bonus conditions.

I would recommend to ask the casino to cancel the bonus if you wish to deposit and play there but the current balance will be most likely voided.

Dear PiSpinWin,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have contacted customer support and they informed me to spend my winnings until it's below $100 (as if they knew I was going to lose over $200 in winnings) to make a deposit for withdrawal eligibility

Hello PiSpinWin,

Would the casino still let you withdraw your current bonus winnings if you will deposit or they would void it anyway? Can you please clarify which exact bonus you used?

If it was a no deposit bonus, they most commonly have a maximum withdrawal limit any way (50 or 100) so playing your balance down to 100 would not matter anyway as you could not withdraw more than that.

Dear PiSpinWin,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Nick

It was in-game bonus I accumulated nearly 400sc and I met wagering requirements, however, since I didn't deposit atleast $25 within the last 30 days they sent it back to my account which accrued more wagering.

Needless to say I never met those requirements and then I actually deposited when my winnings fell below 100sc because I could neither withdrawal or deposit until my real cash balance was below 100sc. But, to my surprise they added on a bonus with my deposit that I had no clue about and of course that bonus came with wagering as well.

I asked them remove the bonus so I can just withdrawal my winnings and of course they said they could not do that. So yea, they forced a deposit bonus with 35x wagering on my account and refused a refund. Cust. Rep put me in contact with their manager and she was even worse quote "You deposited in good faith with our casino so therefore you are not eligible for a refund". That was so unbelievable I exited the e-mail chat.

One question though, I responded to your second to last question so shouldn't the timer have been on the casino?

On another note...This casino is just like the rest, rigged to the point a blind can see it. I enjoy the rush and entertainment but if cheating players is the way they have to make a profit then probably best to play here and other rigged as little as possible.

Hello PiSpinWin,

It seems quite strange that the casino has a minimum balance limit in order to deposit. As you did accumulate your winnings with a no deposit bonus, I do not understand why don't the casino simply cap your winnings to the maximum withdrawable amount and you could deposit then. It would be the best to ask the casino directly what has happen as it is still a little unclear so I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello PiSpinWin,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and it looks like it's the same or very similar situation we were trying to resolve with BingoVillage Casino here BingoVillage Casino - Player’s withdrawal request was cancelled. (casinoguru-en.com) Sadly, it appears the casino team is not much of help in such situations, but I will still contact the casino to see if we can help you somehow.

We would like to invite BingoVillage Casino to join the conversation.

Dear BingoVillage Casino,

How can the player make a deposit of $25 or more in the last 30 days when at the same time, they can't make a deposit because their balance is higher than $100? The player is now trapped in your extremely user/player-unfriendly even predatory rules. What can be done to help the player?

Hello everyone,

I am replying to shed light on this case. Unfortunately as per our terms and conditions players do need a $25 + deposit in the last 30 days to qualify for a withdrawal. Our rules are transparent and our members are informed on this. They always need to double check our withdrawal rules before making a withdrawal to be sure they get approved and to avoid inconveniences.

All of this and more can be found on our withdrawal page at:

https://www.bingovillage.com/terms-conditions

I have also looked into our customer service that was offered to PiSpinWin and was unable to find it. Our customer service agents are required to answer all complaints and if something is out of their head they can always contact management for help.

We apologize for any inconveniences caused but unfortunately there is a minimum deposit required in the last 30 days to qualify for a withdrawal and that would be $25.

Regards,

Florin

Customer service manager

Bingovillage.com

Thank you for your response Florin / BingoVillage team,

I recognize that the rule you've outlined is indeed present in your Terms and Conditions. However, I'm puzzled by the contradiction it presents. It's perplexing how a player can be expected to make a deposit of $25 or more within the last 30 days when, at the same time, they are unable to deposit due to their balance exceeding $100. What are the players supposed to do here?

While we acknowledge that this requirement is outlined in your terms and conditions, it doesn't negate our perspective that this rule is extremely user/player-unfriendly, and may seem predatory from a user or player standpoint.

Hey Michal

It's sad I really liked playing here and recently I was hit with another surprise Bingo Village. And not being able to find my chat support log is just not true.

Several customer reps have contradicted each other giving slightly different variations of bonus conditions.

But the most recent was a couple days ago when I went into the slots room to finish up on a jackpot I was close to hitting which was $44 out $50 coupled with new challenges on the side. NOT Only did they block me from the game I was about to get the jackpot on, but told me, to unlock their premium games I had to make a deposit within the last 15days!!

So there went my bonus jackpot that took forever to build up but also the challenge games I was so fond of...ALL IN ONE FELL SWOOP!!

Like seriously how can you be comfortable with yourself treating people in this manner. My only defense is to respond with vulgarity. Not something I'm proud of but E.I.E. (enough is enough) I have a few thousand wrapped up in various casinos because of the same lame "Hey imma blame You!!" game.

It's frustrating and infuriating at times and I wish more could be done to the people and their casinos who operate in this manner.

Hello Michal,

As per management players are required to keep track of their deposits and make sure they have one in a 30 day period. If they have the balance too high we actually invite them to withdraw some of the winnings to keep on depositing. If a player doesn't deposit within the 30 day window I am afraid that they will lose on some potential winnings.

We also have a procedure in place to help active members (deposit in the last 30 days) to deposit even if their balance is over $100.

Regards,

Florin

Customer service manager

Bingovillage.com

Dear Florin / BingoVillage team,

So what possibilities are available to the player now? How can your assistance benefit the player? What specific measures should be taken right now to enable the player to initiate a withdrawal?

I'm sorry that is so untrue I even asked the customer rep what should I do if I can't withdrawal or deposit. He responded by telling me to play until my winnings were under $100 to make a deposit.

Now mind you at the time my winnings were a little bit over $300 so out of frustration I just decided to play until I lost it all seeing how it was obvious that's what they wanted anyway. You guys really told me to lose $200 in winnings, make a $25 deposit to withdrawal $100 which would really be $75.

Not only is that a down right smack in the face but absolutely infuriating to know there are people in the world like this.

And I was never offered an option to withdrawal any of my winnings below the deposit threshold...This is unbelievable l...this customer rep really came in here and typed this bold face lie. At this point I really can't take it anymore knowing some person (God knows where) is literally typing a professional lie to save face for an obviously corrupt online casino.

Hello PiSpinWin and Michal,

The problem here was that the player (PiSpinWin) did not have a $25+ deposit in the last 30 days so the procedure to help his was unavailable, that being the reason why our customer representative could not help him.

Since the player's balance was too high to make a deposit and due to our withdrawal rules that we have in place the only option was to spend the balance as they could not qualify for a withdrawal.

When our members are in such a situation I am afraid that there's nothing that we can do.

We strongly suggest depositing at least $25+ to avoid any inconveniences. All of our depositing options are capped to a minimum of $25 deposit except for bitcoin as we don't have any control on the amount that can be sent to us for a deposit.

Regards,

Florin

Customer service manager

Bingovillage.com

Bingo Village😯

Ok so now this hole is being dug even deeper. Not sure if I have that transcript saved, but I hope I do.

Your customer support rep told me I made deposit within the 30 day limit but it was below $25 but wait, the deposit was bitcoin.

So are you saying if it was bitcoin then the deposit amount didn't matter?

Because that's what it sounds like

Hello PiSpinWin,

From our standpoint the situation is simple. You did not qualify for a withdrawal as you did not have a deposit of $25+ in the last 30 days. Please always check the terms and conditions of the withdrawal process before depositing.

Our terms and conditions page is public and can be accessed at any time. You also checked the box "I agree with the terms and conditions" when you registered on the site meaning that you were fully aware that if you don't have a $25+ deposit in the last 30 days you wouldn't qualify for withdrawals.

Regards,

Florin

Customer service manager

Bingovillage.com

Bingo Village

You guys are the ones with the money and unfair terms and conditions so from your standpoint it would be simple because you're not the ones being ****** around

Dear Florin / BingoVillage team,

As previously stated, we understand that this stipulation is outlined in your terms and conditions. Nonetheless, we cannot endorse your choice to rigidly apply rules that are highly unfavorable for users and essentially function as a pitfall for players. I have not encountered such an extremely user-unfriendly rule in any reputable or higher-rated casino. Regrettably, we must close the complaint as unresolved.

Dear PiSpinWin,

Sadly, as can be seen, the casino team is not much of a help to offer any solution to your issue, instead, they are intent on applying an unfair rule that we, as an entity that is trying to push casinos to create a fair gaming environment, cannot accept. I’m afraid there is not much that can be achieved without cooperation from the casino 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 reconsider and change its position, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them (info@gaming-curacao.com). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru