The player from Germany made a successful withdrawal request and passed a successful verification check, only to have her withdrawal canceled. The casino alleges that the player made a 20 EURO bet during bonus play, which the player denies.
BluVegas Casino - Player’s winnings have been confiscated.
Black points: 670
Amount: €2,500
BluVegas Casino
Safety Index:HighSafety Index
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8.0
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Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Dear ladies and gentleman, Hello, I applied for a 100% deposit of 20 euros and a 20 euro bonus credit on August 28th and I used a maximum of 3 euros per bet until I used this bonus credit for real money then I requested a payout of 2500 euros and after two days I was told to verify myself, I did that and it was successful, but today on September 5th I get an email from the finance department. Apparently I bet 20 EURO while I had a bonus credit, although that wasn't the case because I know how to convert a bonus It's not the first time I've played with bonus credit. Can you help me? They canceled the credit and removed it from the casino account and I also spoke LIVE CHAT. She said everything will be checked again, why should it be checked because I know exactly that I didn't bet 20 euros while playing with bonus credit, can you please ASK for a PAYOUT BECAUSE I DON'T THINK THAT'S OK. Kind regards, DG
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear Mdgashi,
Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you increased your bets only after your bonus was successfully wagered? Are you aware of the fact that you made 20 € bets?
Have you been informed in any way that you completed the wagering of your bonus?
Could you please advise which types of games have you played?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 year ago
Translation
Dear Ms. Veronika,
I am 1000% sure that I only played with a stake of 1€ max 2.5€ until the bonus was successfully ended. I was already aware that you are not allowed to play with a stake higher than 5€ because I had the same case 2 years ago in a different one provider and I am 1000% sure as I said that there was no stake while playing bonus higher than €3. 
I added a picture for you, so say after I had completely finished the bonus. From then on I played briefly and increased by €500 and then made a withdrawal. I mostly only played Pragmatic games, other games didn't work, but here it works It's just that they wrote to me during the bonus, supposedly I placed a bet of €20, but that wasn't the case. They're supposed to see how the bet went on August 28th. I requested a withdrawal between 6:00 p.m
Best regards
gashi
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1 year ago
Thank you very much, Mdgashi, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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1 year ago
Hello there,
Thank you Mdgashi for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask BluVegas Casino for their help in resolving this complaint. We would like to ask if you could provide any evidence that the player has broken the max bet rule.
Thank you!
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1 year ago
Hello Peter, everyone,
I am attaching with this reply the bonus bet in question that shows the bonus bet of €20 while playing with bonus.
Such high bets are not allowed while wagering with bonus and therefore we can't allow the player to withdraw any winnings if bonus terms and conditions are breached with such a high bet.
Best Regards,
Richard
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1 year ago
Translation
Dear Bluvegas team
If you consider a 0.20€ bet as a 20€ bet then it's done although I didn't make this bet you got it yourself from your system but you imagine that with your cheating you will lose many players because you still have I deposited over 3k until then was no problem as soon as you make a withdrawal it is always a problem to withdraw the money have a nice day!!
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1 year ago
Dear BluVegas Casino Team, thank you for providing the evidence. I would like to ask if you could provide any bet history from the player's account. As per our Fair Gambling Codex, we believe that the casino's software or website shouldn't let players place higher bets than the limit. We strive to judge each case separately so that only players who have broken the rule knowingly and systematically to gain an advantage are punished.
Thank you in advance for your cooperation!
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1 year ago
Translation
Dear Mr. Peter,
I'm totally on your side because even if I had done it once, it wasn't my intention because everyone in this world makes mistakes but this casino doesn't want to see that. You can clearly see that I'm betting €0.60 the whole time I played a stake of up to €1.80 because I know that it is not allowed to play with large stakes. I tried really hard but this casino doesn't want to begrudge me anything. Unfortunately you can see that a stake of €20 makes a profit of €39. Who would do something like that? none unfortunately..
Best regards
Gashi
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1 year ago
Dear Peter,
What I have provided is a screenshot from the player bet history on our backoffice.
If you would like to have an export of the history please provide an email so I can send it there too.
Regards,
Support Team
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1 year ago
Dear BluVegas Casino Team, please be so kind as to provide an export of the history to my email address peter.c@casino.guru. Thank you in advance for your cooperation!
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1 year ago
Dear BluVegas Casino Team, I have responded to your email and am now awaiting a response.
Thank you in advance!
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1 year ago
Translation
@Peter
Do you have an answer for me? I'm still at a loss for words as to how these casinos always confiscate the money. A deposit is very easy. Withdrawals are always canceled and if they have a max bet of €5 then they shouldn't let the players place higher bets even though I do I didn't do that even if I bought a one-off €20 bonus. Everyone makes mistakes sometimes, you shouldn't confiscate the money, please...
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1 year ago
Dear Mdgashi, it seems that the casino's decision in this matter is final. After a lengthy discussion with my team, we have decided to close this complaint as "unresolved". I understand this isn't a satisfactory solution to your issue. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
