BluVegas Casino - Player’s bonus winnings have been voided.

So I deposited 33 euros and got 200% bonus. My balance went up to 1800 euros and I had 200 euros wager left. I asked from the support if it's okay to buy bonus features when I'm using bonus money. Lady from the support told me yes, as long as bet size is less than 5 euros.

So I ended up buying few bonuses worth less than ~100 euros.

Max winnings from this bonus was 33e x 10, I had 1800 euros on my account and 200 euros wager left. I was about to get a withdrawal for sure. That's why I asked from support if it's according to their rules.

First they stalled my withdrawal for more than 48 hours and then forfeited my winnings because of those few bonus buys, which support told is okay to do.

Dear kasvis,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Bonus T&Cs (https://www.bluvegas.com/bonus-terms), and I found the term casino is referring to:

„1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 5 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process."

"2.11. The stake size on any game with a "bonus buy" or "feature buy" option will count as the total cost of the spin, not the stake or value of the game round the feature or bonus is played at. For example,Money Train at €1 stake, the bonus buy is 80x (€80) so the bet size for this round would be €80."

It seems as the in-game features have been recognized by the system as single bets and therefore, your winnings were voided. 

kasvis, please could you forward your whole game history from the bonus play together with a link to the specific bonus that you have redeemed and played? My email address is kristina.s@casino.guru.

Additionally, please forward me any relevant communication between you and the casino. I would especially like to see those messages, in which the casino claims, you can use this feature while playing with a bonus.

Looking forward to hearing from you.

Best regards,

Kristina

Yeah, send you an email. Unfortunately I didn't save the chat log. As I stated I had 200 more euros to wager with 1800€ balance and max cashout would be 330€.

No way I would risk it buying a bonus without asking from support if it's according to rules. They lied and forfeited my winnings based on that. Never seen that happening. As you can see those bonuses didn't even pay anything and was meaningless to that wager.

They also stalled the withdrawal attempt. Finally when I kept asking about it they jus forfeited the winnings and returned my deposit. Withdrawing that went thru instantly of course..

The rude at the support basicly just said "I'm sorry if you got wrong information. You accepted the t&c when you started playing."

Very unfair casino, would strongly support not playing there.

It's almost like their rules are written like this on purpose. Me as a casual player didn't understand that you can't buy a feature. That's why asked from the support... and they told it's okay as long as bet size is 5 euros or less. Can you actually buy a bonus under 5 euros on some games? 😀

Their bonus rules could easily state that "buying features is not allowed". Of course.. they couldn't stole your winnings so easily after that.

kasvis, it is clearly stated in the T&Cs which you agreed with when you activated the bonus. I understand that you might have been provided with incorrect information. However, I am afraid there is not much more we can do if there is no live chat transcript or any other supporting evidence proving that you were misinformed by the casino's support.

Maybe you could try to ask the casino to send you the transcript. Unfortunately, without it, we have nothing to confront the casino with.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.