The player's account got blocked as he was supposed to be excluded from the casino group. The winnings from the bonus the player received were also capped. The casino explained they enforced the self-exclusion of the player for his protection. The maximum win limit for the bonus was applied. We rejected the complaint because we concluded the casino's actions were justified.
BluVegas Casino - The player's account got blocked.
Amount: €15,000
BluVegas Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Good evening ,
Thiago de S**** my name.
I don't know anymore and was hoping that you could help me. I played with the 100% welcome bonus at blu Vegas to 18 thousand euros, then played to 14 thousand and then the first 5 thousand to pay out given so far so good wager done big payout and joy in the cheek..
I then went into the chat several times and asked when the money would come, the message never came, you know, but you already know that you can only pay out €200, I kept saying it wasn't processed yet, then the horror..
fiddled a bit the next day and also won something good again had the 5000 thousand on payout still unprocessed ZACK out of nowhere my account blocked I of course shocked immediately went into the chat and then it was time I got the first information that the player protection I would have locked my account from all GAMMIX groups to be on the safe side, by the way, even then it suddenly said Max cashout.
I didn't believe it, of course, said you could send me the line, but it came across to me as if you had simply entered it and even if it was already there, what about the return to player rule? You violated it or you should have pointed this out to me..
what could i do i need help 200€ did you pay but im still a student 5000€ would help me a lot am of course 22 but i am studying have a lot of bills could use at least 3000€.
Best regards
Thiago De S****
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Hello Thiagowins,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BluVegas Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise why was your account blocked from the group? How much did you deposit into the casino in total. What was your exact balance when your account got closed? How long have you been playing in this specific casino?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Good evening,
So at first it said my account was blocked by the player protection association. Reasons could not be explained when I asked.
Then it said I should have read the bonus conditions because there was a max cashout of €200. So not plausible for me..
I deposited €20 and played with the 100% welcome bonus.
Account balance before the blockade was 13 thousand euros
I had 5 thousand in the payout and 8 thousand and few still crush on the balance.
Sincerely Thiago
Edited
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2 years ago
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I only played there once and the deposit was made on 11 April 2022 19:58.
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2 years ago
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Were exactly 5000€ to pay out and still exactly 7674€ on the balance, I checked it carefully using my screenshots.
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2 years ago
Hello Thiagowins,
Do you recall self excluding yourself in this casino group or any casino which might have been related to Bluvegas?
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2 years ago
Thank you Thiagowins for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello Thiagowins,
congratulations on your win. I will assist you with the complaint from now on. I would like to ask the representatives of BluVegas Casino to join the conversation in order to help us resolve the issue with the blocked account.
BluVegas Casino,
Could you explain why Thiagowins's account was blocked? When can he expect his account to be unblocked?
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2 years ago
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’.
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2 years ago
Hello Thiagowins,
the casino representative sent us a message explaining the situation. Regarding the winnings from the welcome bonus: According to the casino, the welcome bonus had a max cashout of 200€. After a short investigation, I found this rule stating the bonus is subject to a max cashout.
2.13 (...) 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.
As you deposited 20 € it seems the 200€ maximum cashout applies due to this rule.
Regarding the closed account due to a permanent self-exclusion. According to the casino you made concerning comments on live chat on the 13th of April 2022. You asked on live chat to 'be paid a little' as you 'need some money urgently'
These remarks led to your account being classified by the responsible gaming department as 'high risk' and self-exclusion was enforced.
Casino.Guru appreciates casinos taking preventive action to protect their players.
Please understand gambling can cause a lot of damage because of its addictive nature.
I recommend you to read about it in our article found here https://casino.guru/how-to-gamble-safely I hope you'll find it helpful.
Please let me know if there are any circumstances I might have overlooked.
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2 years ago
Translation
Thank you very much for helping me then the whole thing is clarified.
Kind regards
Automatic translation:
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2 years ago
Hello Thiagowins,
As explained above we consider the actions of the casino justified.
Thank you for your cooperation. As there are no more issues. I will now close the complaint as 'rejected'
Don’t hesitate to contact us if you run into any issues with any other online casino in the future. We are here to help.
