The player from Germany had his winnings from a match bonus reduced due to maximal cashout restriction. Since the winnings were capped in accordance with the T&Cs, we were forced to reject this complaint.
BluVegas Casino - Player’s winnings from a bonus were capped.
Amount: €2,000
BluVegas Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hi,
I deposited €20 at this casino on 01/30/2022.
I then wanted to pay out €200 on January 31, 2022. Since the payout was not processed after 3 days, I canceled the payout and continued playing with the €200 and landed at €2222.81. I then wanted to pay out €2200 on February 4th, 2022 (€22.81 were then still available on the account).
Today, on February 11th, 2022, my account balance was reset to €200 and the payout was canceled on the grounds that the max cashout is 10x the deposit because of the bonus, see Terms and Conditions.
Problem is now, the whole page is in German except for the terms and conditions
(But I have read that this must be the case if the site is in German, there are court judgments about it or even their terms and conditions state that these are available in other languages, but there aren't any) and the matter with the 10x max cashout will also be discussed not at
1. General Bonus Terms & Conditions listed which I have read but are described at the bottom under Other Terms.
I find it very misleading and confusing
If I had known that, I would not have taken a bonus or, like in other casinos, I would not have been shown with the bonus that by activating the bonus you accepted the bonus conditions.
When I asked in the chat, I was then cheekily answered that this decision is final and is not checked. Also, I cannot see in my account that I have claimed a bonus because it only lists a deposit of €20.
Of course I recorded everything with a screenshot.
I ask for your help to clarify
Automatic translation:
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2 years ago
Dear Bosai88,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Although I understand your point of view, you should never accept and play with a bonus before reading the T&Cs. I checked the Bonus T&Cs and I found this:
"2.14. Bonus money offered in standard and reload , in whose terms it is not stated otherwise, is not cashable. After 35x 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 subject to a max cap win of x 10 the amount of the original deposit."
Could you please advise which bonus you activated? Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
Thank you in advance.
Best regards,
Kristina
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2 years ago
Translation
Hi,
Yes, I found that afterwards too.
As already said, this is very misleading because it is not under general bonus conditions but under other conditions. If it had been under General Bonus Terms I would have read it.
It was a pure 100% bonus (it wasn't the first deposit bonus), nothing more was written there, even when I asked the casino live chat which bonus I took, I was unfortunately not answered because you can't see it in my account.
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2 years ago
Thank you for your reply, Bosai88. I am sorry, but the maximum cashout limit from bonuses is clearly mentioned in the general Bonus T&Cs, which you also agree with when you start playing with a bonus. Please understand we cannot punish the casino for not translating all text to each offered language. If you wanted to, you could easily translate it just by right-clicking and then selecting "Translate to ...," or by using any other translation tool.
I understand that it is not ideal, but as I said before, you should always read all the T&Cs before accepting the bonus. The casino shares all the relevant information on its website, therefore, there is not much more we could do to support you here.
Please, do not hesitate to let me know if there is anything else I could do for you, but I am afraid I will be forced to reject this complaint. Thank you for understanding.
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2 years ago
Translation
Hello Kristina,
since Blucasino has its whole site in German,
here is an excerpt from a German court on terms and conditions.
The Court of Appeal has decided that companies must also provide their general terms and conditions in German on German-language websites. A consumer does not have to expect to come across foreign-language terms and conditions with an "extensive, complex set of rules with a very, very large number of clauses". Despite the spread of everyday English in Germany, according to the Court of Appeal, consumers cannot be expected to be "legal , contractual and generally commercial English". If the terms and conditions are not translated into German, all clauses are "non-transparent and disadvantageous in breach of trust" and are therefore ineffective.
Terms and conditions must comply with the law and cannot simply contain rules that break the law.
The terms and conditions of zb Casinoguru are also in German, just like any other online casino, which is aimed at German players, they don't do it for fun but because they have to🙂
Kind regards
Sascha
Edited
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2 years ago
I agree, that if a casino offers a certain language, all content should be translated, but please understand we cannot punish the casino for such a thing.
You activated the bonus and therefore agreed with the bonus conditions applied to it. Also, please, keep in mind this casino is operating under an MGA license, and as of now, there is no online casino that has a German license.
I am sorry, casinos are free to set maximum cashouts for their bonuses, and as long as the casino shares all the relevant information on their website, there is not much more we could do here. We cannot force the casino to ignore their rules and pay your winnings in full just because they are not translated into all languages. I can only recommend that you read the General and Bonus T&Cs before you start playing to avoid such misunderstandings in the future.
Unfortunately, after gathering all the necessary information we are rejecting this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
