BluVegas Casino - Player's winnings are confiscated due to alleged breach of bonus conditions.

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.

-konto seit mehr als 1 jahr verifiziert

-das casino hat mir nur diese eine email gesendet mit dem vorwurf ich hätte an einer manipulativen spielstrategie teilgenommen was nicht stimmt.sie haben keine beweise vorgelegt und mir auch nicht konkret erklärt gegen welche bonusbedingungen ich verstossen haben soll

ich habe ja zuvor mit diesem bonus insgesamt 2400 euro verspielt ohne etwas zu gewinnen

es gibt keine weitere kommunikation mit dem casino

-es handelt sich um einen unbegrenzten 100 protzent bis zu 1000 euro bonus beliebig oft nutzbar

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

Hello, fowi30,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear BluVegas Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the player's winnings been confiscated? It would be great if you could explain what he committed.

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Please note that in case the player played within the casino's Terms and Conditions/Bonus Rules (high volatility games, max bets...), and did not breach other rules (KYC issues, multiple accounts/bonus abuse...), we do not consider it a sufficient reason for winnings confiscation, and the winnings should be paid in full.

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.

Dear fowi30,

I managed to connect with the casino, and there is still ongoing communication.

I am extending the timer for the casino, and I will wait for their reply and further details.

Since I guess what this is about - you were fully informed about our attitude regarding your complaints about similar cases, and it is possible this one was forwarded for resolution only by mistake. However, let's wait for the casino's response and details.

Thank you for your patience and understanding.

es gibt keine verbindung zu anderen spielern ich habe aus meine fehlern gelernt

Did you mean you have learnt from your mistakes so you do not create more than 1 account at online casinos or that you do it in a way that there are no matches in the data that could link your disputed account with other accounts?

Greetings,

I contacted the casino outside the thread again and reminded the case, and I am waiting for additional details/evidence supporting their claims and decision.

Once I have any news or updates, I will inform you.

Thank you for your patience and understanding.

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.

Dear fowi30,

You must be kidding us, really. As I can see, there is definitely a connection with at least one other account, registered and used by you, and you have not learned from your mistakes anything at all.

After gathering all the necessary details and information from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse. The casino acted correctly and in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you submit a complaint to the ADR (stated in the casino's Ts&Cs) and/or to the gambling authority that the casino is regulated by.

Although only off-thread and after quite a long "journey", many thanks to the BluVegas Team, for providing information and cooperation! Great job!

Best regards,

Branislav, Casino.Guru