The player from Germany, after successfully turnover 100 euro with a 100 percent bonus, requested a payout of 1870 euros. However, the casino closed her account on suspicion of manipulative gaming strategies and refunded only the last deposit of 100 euros, which according to the player, is not in line with the bonus conditions.
BluVegas Casino - Player's winnings are confiscated due to alleged breach of bonus conditions.
Amount: €1,870
BluVegas Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
4d 21h 29m 32s
Case summary
2 days ago
Public
Public
1 week ago
Translation
hello
I deposited 100 euro with a 100 percent bonus at bluvegas about 10 days ago and after successful turnover, I was able to request a payout of 1870 euros.
Previously, I had deposited a total of 2400 euros without claiming any winnings or payouts.
Today, I received the following email:
Hello,
We are writing to inform you that after an internal investigation, our management has decided to close your account. As established in our bonus conditions:
1.23. We reserve the right to review your game/transaction logs. By proceeding, you agree that we may do so. Should it transpire that you have participated or attempted to participate in a manipulative gaming strategy to gain an advantage from the bonus granted to you by the casino, we reserve the right to deny, hold back, revoke or withdraw your claim to a promotion, winnings or a bonus, terminate your connection with our website and/or lock your account. Under these circumstances, we are not obligated to refund you the amounts on your account except for the original deposit amounts.
We have rejected your payout, deducted your balance, and refunded your deposit using the same method.
Best Regards,
Since I have not participated in any manipulative gaming strategies, and I have always strictly adhered to the bonus conditions, I would like to submit this complaint.
I had previously deposited a total of 2400 euros without claiming any winnings or payout, and now I am only receiving the last deposit of 100 euros back. I feel cheated.
I am fully verified, and this is not my first payout.
Automatic translation:
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1 week ago
Hello fowi30,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BluVegas Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Which exact bonus did you use to accumulate your winnings? When was the last time you spoke to the casino and what was it about? Did they specifically explain how did you breach the casino terms?
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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2 days ago
Thank you fowi30 for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Casino Guru is examining the case
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