BluVegas Casino - Withdrawal of player's winnings has been delayed.

the casino confiscated my payment of 1461e and left only 218e

. he justifies his decision by the bonus withdrawal limit.Before taking the bonus, I asked the staff if there was a limit for this particular bonus because I couldn't understand the regulations. The staff informed us that there is no limit. What do I use Livech photos for?

Dear kszysio,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

my payment was canceled 1461e, and only 218e was left, citing some point of the regulations via email. Before making a deposit and receiving the bonus, I asked the live chat about possible withdrawal limits.

I have attached print screens as proof because after some bad experiences I started doing it for some time and I always ask in the l8ve chat whether there is a limit on the payout and the maximum stake.

the first screenshot attached is my email with their version. and the above-mentioned regulations. the remaining two are a conversation with support before taking the bonus

Does gurucasino understand my problem??

I ordered a payment of 1600e. I used the same bonus again.A few days earlier I paid 2x 2k. no problem.I used the same bonus again. I asked the live chat before making the deposit if there is a maximum withdrawal limit for this bonus.I received a reply that there is no limit in their casino. after winning, I had 1400e stolen. 200 left in the account. and it was said that there is a point in the regulations that says five times the deposit.because they have different conditions for different bonuses, I asked before the deposit, indicating the specific name of the bonus. my evidence is from the creams from the conversation.

My advantages

1. I had previously withdrawn winnings from the same bonus of EUR 2,000 twice.

2. Before the deposit, I asked if there is a withdrawal limit on sending a print screen to live chat view of the bonus.

3.A few days earlier I was deprived of my payment of about 1,500 euros because I played a game prohibited by the regulations (Rise of Olympus). I had no complaints because I checked the regulations. and they were right. However, this time they want to cheat people

Dear kszysio,

Have you received your withdrawal from the casino yet?

I only paid 218 euros. The rest was stolen from me.

Dear kszysio,

What kind of bonus did you claim exactly?

check prin screen

This can be seen on the print screen I sent to the casino's livechat asking about withdrawal limits. You can see the response from the help that there is no withdrawal limit, that there are no limits in their casino.

I also have emails in which they initially provide various reasons for blocking the money. If

Dear kszysio,

As many times the live chat support may be outsourced and not an exact casino employee, the casino terms always prevails no matter what the live chat said. The player always has to follow the rules stated in general and bonus terms.

Based on those terms, the casino capped your winnings accordingly.

Is there anything else we could assist you with?

Please ask the casino when this provision was introduced into the regulations. Specific date.

Please ask why I was paid 4k from such a bonus a few days earlier. And then, with this payment, there suddenly appeared a record that was not there.

I also checked the regulations before the game and there was no such provision.

Similarly, in a sister casino a few days earlier, I withdrew from a bonus of up to 500e, and after 2 days the winnings limit suddenly appeared.

They're scammers

ps some time ago I had a similar case in another casino "7Bit"

after sending a screenshot of a live chat conversation where the staff misled me. the money was paid the same day and they apologized for the problems.

This is an insurmountable difference for the bluvegas scammers

Dear kszysio,

The casino may change it's bonus terms whenever they want and it is up to the player whether they want to use it or not.

If any other casino did otherwise, it was completely up to their decision but nobody is obligate to do so.

Based on the above stated reasons, the complaint will be now closed.

Best regards,

Nick