BluVegas Casino - Player’s winnings have been confiscated.

I won €8,616 in Sugar Rush and after wagering the bonus, I won another €2,000. As I said, I also played Dog House without winning anything there. Why should the whole amount be canceled since the €2,000 was won outside of the bonus? I have completed the verification process and spoken with support there, but the entire amount has been deducted.

Dear aggelossig90,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BluVegas Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you contacted the casino support and inquired as to why our winnings were removed? Have you received any reply?
• Could you please explain which bonus you activated and played? Provide a screenshot, email, or a link to the promotion you activated and played with the associated rules visible. My email is tomas@casino.guru

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,

Tomas

I spoke with the casino, and they told me that because I played some money on Dog House, the money was won on Sugar Rush. The bonus link is this: https://mr-gamble.com/en/online-casino/bluvegas-casino/. The paradox of the situation is that they don't know they have such a bonus, whereas if you click on the link above, it shows you the 200%. I will also provide the conversation where they do not know about it, so obviously, this particular bonus must not have the same rules as the other bonuses if it allowed you to play on Dog House.

I apologize for the late reply.

• Could you please specify the amount that was left on your casino balance when the wagering of your welcome bonus was complete?
• Did the casino specify which rule they applied when removing your winnings?
• Could you please share more clear screenshots of your communication with the casino? Alternatively, send the chat transcript to my email at tomas@casino.guru

They send me after this: Why would they take all the winnings and not just the supposed winnings from the prohibited game?

The amount of money I was let with was 20 euros. The paradox in this whole situation is that some games that were prohibited from being played with the bonus either showed a zero balance or blocked the game. Here, I should mention again that Sugar Rush 1000, where I won, was not one of the prohibited games.

They did not send me the chat conversation to my email, but they said the following: "We are not aware of this bonus, so we cannot help you. If you click on the link I sent you above, you will see for yourself that the 200% BONUS is indeed available.

Thanks for your reply,

• After the wagering of your bonus was complete, what was the balance you continued to play with?
• Have you played the game "Dog House" during the wagering of the bonus, please?

I played 10-20 hands but didn’t win anything on dog house, also it was an open game and not blocked. After meeting the wagering requirement, I won an additional 2000 to 2500 euros.

Thank you very much, aggelossig90, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you aggelossig90 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 know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Thank you for your response, I am waiting.

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 aggelossig90, I am in contact with the casino affiliates and am awaiting a response. I will extend the timer by another week and let you know if there are any new developments. Thank you for your patience during this time!

Thank you for your support, I hope for a positive outcome. ¨🙂

Dear aggelossig90, thank you for your patience. The casino representative has contacted me about the reason for the confiscation, according to the casino logs you have made 175 bets on the Dog House which is an excluded game from the bonus. I will discuss this further with the casino representative as we consider this Against our Fair Gambling codex. I hope we will be able to come to a compromise with the casino.

Thank you very much for the response and the help. I would like to emphasize again that in games where I wasn't allowed to play due to a bonus, I would get a message saying that I couldn't play there due to the bonus, or it would show a zero bonus balance. In the Dog House game, the full balance was available, but aside from that, the cash prize wasn't won there. Additionally, after the wagering, as I mentioned earlier in the messages, other winnings were also confiscated. I will also send you via mail the gameplay history.

Dear aggelossig90, I was in contact with the casino representative, however, I'm still waiting for an update. I will set the timer for the casino to bring their attention to the case.

In the meantime, I would like you to verify you did not receive any notification about playing an excluded game when you tried to play the Dog House.

Thank you for your patience during this time!

Good evening, no, I did not receive any warning message that I cannot play The Dog House. On the contrary, in other games that were restricted, I received a warning message saying that you cannot play this game, and in some others, it showed a zero balance. Additionally, I have sent you my gameplay history to your email.

Is there any news on the matter?

Dear aggelossig90, I have waited for a long time for any example of the warning that you should've received or any explanation as to what could've happened here to no avail. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter