The player from Germany had his bonus winnings capped. After a closer examination, we ended up rejecting this complaint as unjustified.
BluVegas Casino - Player’s bonus winnings have been reduced.
Amount: €7,000
BluVegas Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello dear Casino Guru team,
I deposited €50 at BluVegas and played with a 100% bonus.
Now, when I requested a withdrawal of €2,500, the casino referred to the fact that the maximum win for bonus wins was €500 and canceled all my winnings. (Account balance after cancellation €500).
However, I have earned a total of €7,500 and have long since fulfilled the wagering requirements for the bonus wagering. (Screenshot attached)
I ask for help.
Automatic translation:
Public
Public
1 year ago
Dear Ricardito66,
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 (here):
2.14. Bonus money offered in standard and reload , in whose terms it is not stated otherwise, is not cashable. After 40x deposit + bonus wagering is completed, you will be able to withdraw only the real winnings and the money from your real-money balance, while bonus amount will void. The maximum cashable cap with every bonus claimed is 5000 EUR (or the equivalent in any other currency) for deposits of more than 50 EUR (or the equivalent in any other currency). Any deposit match bonus promotions triggered with deposits of 50 EUR and below (or the equivalent in any other currency) will be subjected to a maximum winning cap of (x10) ten times the amount of the original deposit.
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 predatory, 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.
Could you please advise if your withdrawal of €500 has been received already?
Thank you in advance for your reply and understanding.
Best regards,
Petronela
Public
Public
1 year ago
Translation
Hello Petronela,
I did not receive the money, it is credited to my account!
All winnings after I met the turnover criteria were canceled and I was told that a higher profit is not possible!
can this be right?
Automatic translation:
Public
Public
1 year ago
Have you been advised why the entire amount was voided, please? If there's any relevant communication, you could forward it to petronela.k@casino.guru. Thank you.
Public
Public
1 year ago
Translation
Hello Petronela,
I have forwarded the email from BluVegas to you.
Best regards
Alexander
Automatic translation:
Public
Public
1 year ago
Thank you, Ricardito66, for the forwarded email. I can see that you were informed that the maximum cashout will be capped, is that correct? Do I understand correctly that after the winnings were reduced to €500 you continued playing with your real money balance and accumulated further winnings of €7,500? How much is your active balance now, please?
Public
Public
1 year ago
Translation
Hello Petronela,
On February 21, 2023 at 10:02 p.m. I sent an email asking when I could expect my payout of €2,500, which I had previously arranged on the BluVegas platform.
After that I kept playing and had an account balance of €7,500.
This was reduced to €500 (as described in the email) even though I had met the wagering requirements.
My current credit was €7,500 before the reduction and now I have €500 left.
Best regards
Alexander
Automatic translation:
Public
Public
1 year ago
Translation
updated:
In the meantime, I have received €500 on my request, so my account balance should now be €7,000, but it is ZERO!!!
Automatic translation:
Public
Public
1 year ago
I'm sorry but it seems as if you received your legitimate winnings. Please understand that the maximum cashout from the bonus that you activated was 10x the deposit which in your case would be €500.
I'm afraid we can't help you to receive the entire accumulated prize.
Is there anything else we could try to help you with?
Public
Public
1 year ago
Translation
Hello Petronela,
I can't believe that despite fulfilling the turnover, the payout was a maximum of €500 and I should have lost €7000 in winnings, I couldn't find anything in the terms and conditions.
You can help me with the complaint against casino queenvegas, because despite my many emails and my verification, the support has not contacted me.
I would like to withdraw €400 from my winnings and have a total account balance of €552 (including a €152 bonus).
Is it possible to take action against the casino in Germany since it is licensed there?
Best regards
Alexander
Automatic translation:
Public
Public
1 year ago
I understand, Ricardito66, your frustration. However, the maximum cashout for bonus play is clearly stated in the terms and conditions (I posted the link in my very first reply).
In regard to your other complaint about QueenVegas Casino DE, I can see that my colleague Tomas tried to contact the casino. Sadly, they didn't reply till this moment.
Since you received your legitimate winnings from BluVegas Casino I will close this complaint as rejected. I'm sorry, but you're not entitled to any further winnings and the casino acted according to its terms and conditions. I can only recommend reading bonus rules before accepting any promotional offer to avoid any misunderstandings and disappointment.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
