BluVegas Casino - Player's winnings confiscated due to alleged bonus terms violation.

I have been playing at this casino for many years without any problems.

My account was previously verified and I have had alot of successful withdrawals with them.

Over the last few months the casino started offering non sticky deposit reload bonuses that I have been claiming. I would play the first part (cash) betting as much as I would like and when I got to the bonus part I would play according to the bonus terms.

My last deposit on the casino I had 100 cash and 60 bonus. I played Fat Drac with a bet of 20 per spin on the cash portion of my balance. After losing the cash portion of my balance I played 5 per spin on Fat Drac and eventually completed my wagering on another game at 5 per spin.

The casino emailed me saying I breached their terms. I tried explaining to them that the bonus I claimed was non sticky and they simply replied their decision is final.

Please help me speak to someone responsible at the casino and have them pay me what is owed to me.

Dear AkTatz009,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here)

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.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. Furthermore, it's important to grasp that a sticky bonus doesn't grant permission to increase your wagers beyond the maximum limit while fulfilling the wagering requirements. The concept of a sticky bonus doesn't imply that you can disregard the maximum bet rule during the bonus wagering process; you must adhere to the maximum bet rule at all times.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

The bonus on the casino is a sticky bonus (welcome bonus). On Fridays they started offering non sticky bonuses. the were offering 50% up to 1000 or 100% up to 500 and for a couple of weeks they offered unlimited 60% up to 60. When I would deposit and place a bet the wagering on the bonus would not move until I lost the initial deposit amount (100) and only had 60 left.

I played this bonus several times on the website and on their sister casino Crazeplay casino. I must have claimed it over 20 times. The casino labeled the bonus as Non Sticky on the deposit page to highlight that the bonus and the deposit are kept separate. Under normal circumstances the casino would load my account with normal offers where I knew that the bonus was sticky but on said Fridays they kept offering low wager Non sticky offers.

Could you please advise if you ever made any successful withdrawals from such bonuses? Have you always played the same way?

I have several withdrawals between both casinos since they started sending the Non Sticky bonuses on Friday. I am not sure if the wins were on those bonuses though. I cannot remember.

When I would start play, the wagering did not move until the cash portion of the balance would be done. So I would deposit 100 and receive 60, the wagering would only start if I lost the first 100. The bonus was completely detached from the balance.

Could you please forward your game history to petronela.k@casino.guru at your earliest convenience? Thank you.

I've just emailed the casino to send me the last 180 days of bet history with them.

The casino responded that they would provide the history within 30 days

We appreciate your game history submission, AkTatz009. Could you kindly provide specific details regarding the start and end times of your bonus session? Ideally, we would like a game history that clearly indicates the commencement and conclusion of your bonus wagering, as it is currently difficult to discern from the forwarded game history.

I deposit alot with the casino so I'm not 100% sure but judging by the deposit history I would say that they ran the promotion during the weekend of the 18,19 and 20th of August. I deposit several times during that period since the offer was 60% up to 60 non sticky for unlimited number of deposits. I wouldn't be able to tell you which deposit was the one I won on.

Thank you very much, AkTatz009, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello AkTatz009,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello dear player,

Please note that we have evaluated your case and have identified that the voidance happened in error.

We will be re-adding the amount to your balance as soon as possible.

Apologies for any inconvenience caused.

See you soon at BluVegas casino!

Regards,

Richard

Thank you for the clarification.

Dear AkTatz009, please confirm when your balance will be reinstated and if we can close the complaint.

Thanks.

ok, I received an email saying it was, but I cannot access my account right now. The site is under maintenance

No problem, we'll wait for a while and see.

Hello, the money appears to have put back into my account. I noticed the casino now changed owners. I was able to request a withdrawal via Bitcoin. I am waiting for it to be paid now...

I also had 3 other withdrawals to my Ecopayz account that were pending before they changed which I do not see in my history. The amounts were 813+2500+660.06. Can the casino tell me when those will be paid to my Ecopayz account.

Yes everything will be settled, not to worry.

All the information was migrated to the new licence with no issue.

Regards,

Richard

Dear BluVegas Casino representative,

Thank you for providing us with the information and for your professional approach.

Dear AkTatz009, please confirm when you will receive the funds and if we can consider the matter resolved.

I received the payment in question. I am waiting for the other 3 that at the moment do not appear in my history

Ive now received everything

Thank you to both parties

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, AkTatz009, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Matej

Casino.Guru