BluVegas Casino - Player’s winnings were confiscated and the account was closed by the casino.

Hi

I registered at BluVegas casino on 11.5 and claimed a 100% welcome bonus with a deposit of €150. I played a permitted game with the maximum bet of the bonus terms and conditions and completed the wagering, losing the bonus and leaving a real money balance. I made a withdrawal of 5303€. I asked the chat support several times why my withdrawal was delayed, they always gave the same answer.

Today I sent an email and the payment department replied that they have rejected my withdrawal and closed my account, returning the original deposit (I didn't get this either). The reason they gave was that I participated or tried to participate in a manipulative gambling strategy to benefit from a bonus given to me by the casino. I played perfectly according to the rules but they won't pay my withdrawal but lie that I manipulated the game somehow, how can you manipulate the games on netent and the maximum bet in the bonus rules was 5€ so I played with that bet. Now i cant log in on bluvegas casino, account is closed.

Dear Pelaaja3,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you made only bets of €5?

Have you played one game, or have you played several different games with the bonus? Were they all slot games?

Could you please forward me the email from the casino you received when your winnings were canceled? Please include all other communication between you and the casino customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

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

Yes, I only played one game and all the rounds with 5€ bet.

Thank you very much, Pelaaja3, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Pelaaja3,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, can you please confirm you have submitted your complaint also to the regulator? If so, can you provide us with any confirmation of it?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BluVegas Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the player's winnings been confiscated? It would be great if you could explain what he committed.

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Please note that in case the player played within the casino's Terms and Conditions/Bonus Rules (high volatility games, max bets...), and did not breach other rules (KYC issues, multiple accounts/bonus abuse...), we do not consider it a sufficient reason for winnings confiscation, and the winnings should be paid in full.

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.

Extending the timer once again, waiting for the casino's response outside the thread with additional information/details.

Dear Pelaaja3,

I was provided with sufficient evidence supporting the casino's claims and decision.

After reviewing all the gathered information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse.

The casino acted correctly and in accordance with its terms and conditions. In addition, KGC also decided in favour of the casino.

If you are not satisfied with the complaint solution, I recommend you consult the casino's ADR or wait for their ruling. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, BluVegas Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru