The player from Germany faced difficulty withdrawing her winnings after using a bonus. She claimed that due to the terms stating promotions may not be visible on the website, she should have been entitled to withdraw the full 2000€ instead of the 825€ the casino allowed. The Complaints Team clarified that the bonus was specifically offered to her and not a general promotion, justifying the maximum cashout rule applied. Consequently, the complaint was rejected based on the valid application of the terms and conditions associated with the bonus.
BluVegas Casino - Player’s withdrawal is restricted.
Amount: €1,175
BluVegas Casino
Safety Index:Below averageSafety Index
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6.2
BluVegas Casino has a Safety Index of 6.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
I deposited with a bonus.
110e Bonus 150% (165e)
bonus conditions:
2.4.5. From time to time you may receive special email promotions not visible on the Casino website. These may include reload bonuses (percentage based, free spins or both). Unless specifically stated in the email, the maximum withdrawable winnings from such promotions are 5 times the original bonus amount, the amount resulting from free spins or both, depending on the offer type.
I took the bonus from the website in the checkout area.
and now it is claimed that I can only pay out 825e of the 2000e winnings.
However, I have not received the promotion from an employee or by email and it explicitly states here.. "which are not visible on the casino website"
which is why I should also have a right to the whole 2000e
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1 month ago
Dear t1111,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Could you please specify the bonus you used?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
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,
Dominika
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3 weeks ago
Dear t1111,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 weeks ago
Dear t1111, I noticed that you received a 150% bonus on your deposit, and I'm curious about how you found this bonus. I haven't been able to locate this bonus on the website myself. Could you let me know if it was sent to you via email, or did you discover it elsewhere on the site?
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2 weeks ago
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I got the bonus from the checkout area.
So when I made a deposit I was shown this bonus, which I then selected.
I never received an email about the bonus.
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2 weeks ago
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So the bonus was on the provider’s website
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2 weeks ago
Dear t1111, I’d like to clarify that the bonus you received was specifically offered to you and is not a general promotion available to all players on the website. This is why it only appeared in your profile while you were logged in.
In accordance with the terms and conditions, the maximum cashout rule has been correctly applied due to the nature of this bonus. Since it was offered directly to you and has specific conditions, the limits regarding wiinnings are valid.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding; 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.
