BluVegas Casino - Player's winnings confiscated and account closed.

Hi everybodyyy

I was playing at this casino coming in with a great offer I used it and I won. 5000 euro I kept playing and had a big wager.

Left with 3274 I verified myself on 14 May After casino didn't pay. I withdraw 2000 euro.

We are writing to inform you that after an internal investigation, management has decided to close your account. As per our bonus term and condition:

1.23. We reserve the right to audit your game play/transaction logs. You hereby consent in advance for us to do so. If, after an audit, it transpires that you participated, or attempted to participate, in a manipulative game strategy to take advantage from the bonus being rewarded to you from the casino, we hold the right to deny, withhold, revoke or withdraw your entitlement to any promotion, winnings or bonus, or terminate your association with our website and/or block your account. In such circumstances, we shall be under no obligation to refund any funds that may be in your account other than your original deposit amounts.

We have declined your withdrawal, subtracted your balance and adjusted to the initial deposit. We kindly ask you to submit a new

withdrawal request to withdraw the money from the deposit

Kind regards,

Payments Cashier

I never do anything like this. Can guru help me? this is a mistake.

Dear ChatSlot,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which bonus you used?
• Is this the only explanation you received? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

It was the welcome bonus I sent all documents.

Thank you very much, ChatSlot, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello ChatSlot,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Blu Vegas Casino to join the conversation and participate in the resolution of this complaint.

Dear Blu Vegas Casino,

Can you please explain why the player's winnings have been confiscated in more detail? In what way has the player manipulated the bonus?

Kind regards,

Adam

Hello,

The player has been caught colluding with another account using the bonus.

Both accounts have identical information and data.

Thankyou for your swift response BluVegas Casino.

Can I ask you to please provide supporting evidence for me to review? It can be posted here in the thread, or sent to me directly via email (adam.m@casino.guru).

Kind regards,

Adam

POST IN THIS THREAD HE SUCH a liar no real evidence. you should not give a bonus when you want to pay out

promote 200% bonus and not give money when win.

Dear ChatSlot,

I have received evidence from the casino that clearly shows another account that was registered at the same casino and used the same bonus. This account was registered with details that were the same or very similar to those provided for your account, are you able to explain how this could be?

Kind regards,

Adam

Same or very simlair ?? we look website and go play what the problem casino give free money to play I deposit.

Every body like to gamble in my country I not break term? Simlar??? or 100% same I verify my account.

Dear BluVegas Casino,

Please see my response to your email.

Kind regards,

Adam

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 ChatSlot,

I have received further evidence from the casino which supports the claims that another account has been created using details that match those used to create your account. Both accounts have claimed and used the welcome bonus, which is a direct violation of the terms and conditions of the casino.

Based upon this evidence, we are no longer able to assist you any further with this case, and it will now be closed. I am sorry we could not be of more help on this occasion.

Kind regards,

Adam