BingoVillage Casino - Player’s withdrawal request was cancelled.

This website has terms unfair to players. I won a "raffle" for posting pic in their FORUM. It wasnt won playing slots or any bingo games. I requested payout which was just cancelled without even a notification. I contacted WIlly G via chat and was given the total runaround. First he said I wasnt verified. Easy enough..I had all the requested docs ready so I emailed them. Then he said I had to have made a deposit within the last 30 days. I have deposited at this casino before using Bitcoin. That was end of March 2023. Then he said it was only $10 and a deposit of $25 was needed. Then he said the "system" wont accept a deposit if the balance is over $100! And the minimum to withdraw is $100! SO basically he states that the money won was just to playthrough on their site. No possibility to withdraw any "winnings" I call foul on this and want it to be known NOT to play there. You cannot ever win. My playthrough requiirement was $2700 est and Actual playthrough met is $4100 !!! Attached is screenshot. And besides all that. This was winnings from a drawing for posting in their forum...Not wager was placed! If I did not adhere to the T&C so be it . How do they get away with this? Any help would be appreciated.

Dear sofaking27, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that the casino refused to pay out your winnings on the basis of these terms?

Purchase Confirmations

(...)

The minimum deposit is $25.

Players won’t be allowed to make a new deposit if their cash balance is equal to or greater than $100.

Members need to make sure they have a deposit on file for the past 30 days to be able to withdrawal. If your balance is above $100 and we help you make a deposit, and your deposits are expired (past 30 days from previous deposit) you will only be able to withdrawal winnings that came from that deposit that we helped you make. All other winnings before this deposit become void. Which is what you have won while the deposit was "active". You can only withdrawal funds from the winnings that came from an active deposit.

Limits and Terms on Withdrawals

(...)

Unless otherwise stated, players need to have at least a deposit of 25+ made in the last 30 days to qualify for prizes on any kind of tournament (this includes but are not limited to: Slot tournaments, Blackjack and Poker Tournaments, Slot missions, quest achievements, bingo tournaments). Tournament prizes and winnings resulting from these prizes will be void if the player wins without meeting the 30 day rule mentioned above.

Could you please provide me with a link to the raffle on the casino's forum? What were the Terms and Conditions of participating in the contest?

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

Best regards

Veronika

It seems so. I asked how am I to get a payout and was told I have to play down my winnings to less than $100 Then deposit no less than $25. The minimum to withdraw is $100 so payout is impossible unless a big jackpot is won and even then I doubt they would pay. That shouldnt even apply to this as it was a contest with the prizes raffled for contestants. No playthrough should be required and isnt it illegal to require a purchase to win a prize?

Heres the link

https://community.bingovillage.com/discussion/1153/3-000-home-decor-raffle-winners/p1

There are no T&C that I can find related to this contest other than that you had to have had a lifetime deposit amount of $25 to participate.

There is another "raffle" not in their forum but on the main site. Entries earned by making deposits and it does say site T&C applies.

I dont think it applies in my case . There is nothing saying that anywhere in the forum.

Ive met my playthrough requirement as shown here so I should be paid. I would even deposit $25 but Im told I cannot.

Thank for your help Veronika

Guess I shouldnt have posted account information here., Redact if possible

Thank you very much, sofaking27, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hi sofaking27,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite BingoVillage Casino to the conversation to participate in the resolution of this complaint.

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.

Hello Peter and sofaking27,

I hope you are doing well!

For all types of winnings, some requirements need to be met before withdrawing, which are, having a deposit of $25 in the last 30 days (to deposit you will need to have a cash balance lower than $100), verifying your account (Send your ID or Driver's License, a Utility Bill or Bank Statement and if you deposit with a card a picture of it showing only the last 4 numbers, you can send the documents to support@bingovillage.com) and meet the wagering requirement (The wagering requirement is wagering your last deposit + bonus 25x times, there is an option to disable the bonuses upon your deposit, but you will still need to wager your deposit 25x times), after you complete this you can go to your profile and there you will see the option to request the payout.

These requirements can be found in the T&C section (See screenshots attached)

If there is any other doubt or concern please let us know or contact our support team, we will be more than happy to help!

Regards,

Bingo Village Team

I did discover your terms and conditions are not like all the other legitimate online casinos. The requirement for a deposit in the last 30 days and especially not being able to deposit when your balance is over $100 is absolutely unfair and really shows that your site is not interested in paying players. Only getting their deposits. When playing games of chance one thinks they MAY have an opportunity to win - even with the house edge. Playing by your rules however makes it impossible to gain anything but "tokens" that can never be realized into actual currency. I have sent in all my documents I might add. I guess no one checked before responding. That being said, It shows in my account that my wagering requirement is $1524.50 and my current wager contribution is $5584.80! It states my CASH balance is $395.79 and BONUS balance is $30.55. It makes no sense that I cannot cashout these monies. Another thing I might mention is that $150 I won was in the "FORUM" and that was based on pictures submitted to the forum and then being selected from a pool and the end of the month. Nothing to do with wagering or gambling. No where in your T&C does it state anything about raffles. You might say the language used refers to this instance but I disagree. You dont even follow your own "rules" because , if the max payout for free spins etc is $100. Then winning $150 is impossible. For this these reasons I wanted to make it public here the way this casino operates and serve as a warning to some players, at least, that theyd do better to play elsewhere. Im tired of hearing online "casinos" saying players should only play for "entertainment" I call folly to that. Players motivation is solely to win cash. I can play slots at any number of sites for tokens or credit. You call yourself a casino, Id advise revising your rules to be fair and honest. Even land based casinos give promos and they dont require a deposit and then that you must playthrough that deposit 25x before you can cash out, which is unlikely. The RTP is not better than online casinos so these "RULES" only show that this is not a real casino and we are not playing for "real" monies. Requiring purchase for sweepstakes is illegal in my country. Maybe its different for your country but you operate without a license anyway so I suppose thats a moot point. I have made deposits at your site but not in the last 30 days. I have played 5x more than required yet I still cannot cashout winnings. A casino is NOT what this business is . WARNING TO ALL PLAYERS

Dear BingoVillage Casino team,

I hope you realize that these bonus conditions are terrible and extremely user/player-unfriendly even predatory. Thanks to the rules the overall impression of the casino is so to speak "deposit only". We strongly suggest reconsidering the use of these rules in order to keep some competitiveness in the market. I can't imagine any scenario in which the players would be satisfied with such practices long-term. Our position is clear: If the wagering of the bonus was finished, the player should be able to withdraw their winnings. Now they are trapped because they didn't make a deposit in the last 30 days but at the same time, they can't make a deposit now because their balance is higher than $100. We are convinced that the application of the rules should be reconsidered at least until the players learn to travel back in time to make deposits 🙂.

Hello Peter and sofaking27,

I understand this case and I will forward this feedback to our management team so they can consider an update of the rules.

Regards,

Bingo Village Team

Well that takes care of that then. Pass the buck and then it goes away. It is absolutely predatory! I like the site but you are compelled to constantly deposit or you have no chance of winning anything (that is now clear) It may be safe to say that they DO NOT pay anyone! Whos to say? Its funny how they completely glossed over the fact that this was a drawing and not a wager. They just announced the winners for MAY and it says the name, amount won in CASH. I dont know about you but when they say cash that means you can actually have it in your hands! The only requirement for the drawing was to have made a LIFETIME deposit of $25 (which I have and then some) submit your photos and say a bit about it. THATS IT! No deposit within 30 days. Nothing else ! Id warn the players here to avoid this site completely! They dont play fair

Thank you Bingo Village Team for passing this information higher. Please keep me updated and let me know what the casino's position is in this case. sofaking27 should have the option to withdraw their winnings if they finished the wagering of the bonus.

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.

Hello guys,

As per our management team, the withdrawal requirements cannot be updated or waived in this case due to the requisites that were not met, are stated in the terms & conditions, all our promotions, tournaments, or raffles are subject to the terms of the site.

In this instance, the payout rules will remain as they are, we apologize for any inconvenience this may cause.

Regards,

Bingo Village Team

Dear Bingo Village Casino Team,

I'm afraid we can't accept your decision to blindly enforce the rules that serve as a trap for players. The complaint will become unresolved.

Dear sofaking27,

Unfortunately, it seems that I won't be able to change the casino's decision. 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 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. 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 (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter