Vegastars Casino - Player faces wagering discrepancy with bonus.

Hi, i used a deposit bonus code for a 150% bonus with 40x wager, deposited 100 and received 150 in bouns funds meaning my wager should of been 6000, the wager is have been given is 10000. I will copy and paste the email with the bonus details below:

This means:

Min Deposit $30 and Receive $45 bonus

Deposit $100 and Receive $150 bonus

Deposit $200 and Receive $300 bonus

Maximum bonus amount: $600

Bonus Details:

Your bonus comes with a 40x wagering requirement, meaning the bonus amount must be wagered 40 times before withdrawal.

Don't miss your chance to boost your balance and start playing with extra funds today!

I complained to the live chat and will attach the transcript below.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please clarify whether your balance is displayed separately as real-money funds and bonus funds, or whether your entire balance is shown as bonus money subject to the bonus wagering requirements?
• Did you start playing with the active bonus before contacting customer support to ask about the wagering requirements?
• Would you have been able to cancel the bonus before starting gameplay, if you had decided not to accept the bonus terms?
• Could you please forward me the full, uncropped promotional offer you received? My email address is veronika.f@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

Hi,

The balance was displayed together as bonus funds, 250 total.

I didn't play any of the funds untill I had finished the talking with the live support.

The bonus could of been canceled

I will foward you a copy of the email.

Im not expecting anything to come from my complaint but I definitely would not have deposited on vegastars if they had not rang me to offer this bonus, over the phone I asked what the wager would be and was told for 100 deposited would be 6000 wager. The are deliberately being misleading until they have your money. Im also pretty sure deposits have to be wagered 1x before can withdraw. So hopefully you can warn others. Cheers

Dear ForestBump,

Thank you for providing the additional information.

After reviewing the details of your complaint, we are unable to conclude that the casino incorrectly applied the bonus wagering requirement.

The promotion you used was a deposit match bonus, meaning that your deposit was directly linked to the bonus funds. In such cases, casinos commonly apply the wagering requirement to the combined amount of the deposit and the bonus, rather than only to the bonus amount itself.

In your case, you deposited $100 and received a $150 bonus, creating a total balance of $250. Applying the 40x wagering requirement to this combined amount results in a wagering requirement of $10,000, which was the amount displayed on your account.

We would also like to point out that you confirmed your balance was displayed as one combined amount of $250 rather than separate real-money and bonus balances. This indicates that the deposit and the bonus were tied together under the bonus conditions and were not treated as separate funds available for withdrawal.

Furthermore, when you contacted the casino support team before starting gameplay, they explained that both the deposit and the bonus were connected and subject to the wagering requirement. You also confirmed that the bonus could have been cancelled before playing if you did not agree with its terms.

We understand that you interpreted the wording of the promotion differently and expected the wagering requirement to apply only to the bonus amount. However, based on the information available, we cannot confirm that the casino applied the bonus conditions incorrectly or acted unfairly in this case.

Therefore, we have to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika