The player from Germany reported that her winnings of €10,681 were reduced to €500 due to an alleged breach of a maximum bet limit while using a bonus. She explained that during gameplay, she accidentally clicked a risk button but collected her winnings before gambling, and the game history incorrectly reflected a higher bet. Despite her efforts to explain this to the casino, she had not received a response. The Complaints Team attempted to contact the casino for further information but ultimately marked the complaint as "unresolved" due to a lack of cooperation from the casino. The player was advised to contact the Kahnawake Gaming Commission for further assistance.
BluVegas Casino - Player’s winnings have been confiscated.
Unresolved
Our verdict
No reaction
Black points: 1,376
Amount: €10,681
BluVegas Casino
Safety Index:LowCase summary
Discussion
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11 months ago
Translation
Dear Sir or Madam, since the casino probably won't contact me again, I must now turn to you in this case as well.
The problem is that the casino reduced my winnings of €10,681 to €500 of my deposit. The reason given was that I played above the maximum bet of €5.
I explained to the casino what happened when I tried to use the bonus, but they haven't contacted me yet. I don't think it's right or unfair that my winnings were canceled, because I didn't do anything wrong. But explaining the situation in a way that people can understand will be difficult. I'll try anyway.
I won with the bonus money and wagered it on the slot "Book of Seth Xtreme." While I was on a high win of €2,838, I accidentally clicked the risk/gamble button.
But then I clicked "Collect" and only took the €2,838. If I had gambled, I would have received either €0 or double the winnings. Even though I canceled the gamble, the game history now showed that I had bet €2,838 and then won €2,838. Which is absolutely not true, and I tried to explain this to the casino, but as I said, they didn't get back to me.
I will not give up my winnings because the history is simply not correct and represents something that is not true and cannot be true if you look at the receipts I have and also know how the game works that I used to implement it.
Unfortunately, the system is acting up. I can't upload any pictures right now. But I'll try in the next step. I have pictures of the email, the game before and after winning €2,838, and a screenshot of the game progress, where you can see that it says my stake was €2,838.
My total winnings were €11,798. If I had gambled after accidentally pressing the button, I would have either won €14,636 or returned to €9,059 , as before the win, because a gamble would have either doubled my winnings if I had won or completely reset them to zero if I had lost.
So the math doesn't add up and my winnings were taken away from me for no reason.
I hope you can understand what I am trying to explain and that you can help me solve this case.
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11 months ago
Dear Ninosch,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please forward any relevant communication along with your game history in Excel format to dominika.l@casino.guru? Please advise the exact time of the incident.
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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11 months ago
TranslationDid you receive my email? I sent it to you days ago.
Kind regards
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10 months ago
Dear Ninosch, request your game history in Excel format from the casino and forward it to my email address: dominika.l@casino.guru.
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10 months ago
TranslationI requested an Excel spreadsheet of the game progress. The support person in the live chat said she would forward it and I would receive an email. This means we have to wait.
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10 months ago
Dear Ninosch, have you received the game history in Excel format from the casino?
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10 months ago
TranslationNo. They said they'd send me an email. But I haven't received one yet.
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10 months ago
Dear Ninosch, could you please let me know if you have received the game history in Excel format from the casino yet? If not, would you be so kind as to forward us a screenshot or copy of your communication with the casino in which you requested the game history?
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10 months ago
TranslationNo, no answer yet...unfortunately. Here are the screenshots from the live chat when I requested the Excel game history.
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10 months ago
Dear Ninosch, I will now transfer your complaint to my colleague Michal (michal.k@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.
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10 months ago
Hello Ninosch,
It's Michal again, and I have taken over your complaint. I have reviewed your case, and I must say this is another tricky one. On one hand, I know that you are quite an experienced player, and you are well aware that there is a max bet limitation when playing with a bonus; however, if the game provider's server data confirms that the 'misclick' was recorded as a bet, there may be limited options available. It is generally accepted that players are accountable for all actions taken within their accounts. Nevertheless, I will contact the casino to see if we can be of any help here.
We would like to invite BluVegas Casino to join the conversation.
Dear BluVegas Casino,
Please forward me the player's full game log in XLS format, including their bonus history, to review the course of events at michal.k@casino.guru
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10 months 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’ which may negatively affect its rating.
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9 months ago
Dear Ninosch,
I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.
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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.
In the meantime, I recommend contacting the Kahnawake Gaming Commission (KGC) Licensing Authority and submitting a complaint by sending a summary of your issue to complaints@gamingcommission.ca. The Gaming Authority has more options and tools to assist players.
You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.
Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at michal.k@casino.guru.
I am sorry I could not be of more help on this occasion.
Best Regards,
Michal
Casino Guru
