CryptoVegas Casino - Player is experiencing an undefined problem.

Crypto vegas just canceled the bonus, 5000 bucks remained to be laundered, the balance was 15000. I couldn't agree on anything with them. No screenshots, no arguments that they have bonuses with wagering for bonus ones, no violation of their own rules, which does not say that the bonus conditions can be changed with an active bonus. Zero attention. One response is "sir, we don't have bonus wagering boys, read the rules...". Intimidation about posting information about the incident on reputable gaming forums is also like against the wall.

Dear Anastaze,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

Do I understand correctly that you didn't complete bonus wagering?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I was playing laundering the bonus and suddenly abruptly throwing it out of the game I write to them in the chat they write sir we have technical problems the bonus will be returned in three hours and so we were fed until the morning and in the morning they already don’t know anything about the bonus I understand correctly that you have not completed the wagering bonus? yes, i didn't finish it

Could you please forward any relevant communication to petronela.k@casino.guru? Thank you in advance.

sent!

Dear anastaze,

Thank you for your email. Do I understand correctly that your bonus of 100 Free Spins has been cancelled due to technical problems on the casino website?

Have you deposited any funds to activate this bonus, please?

Yes, everything is correct, they said so and promised to restore it with such an amount that it would be on the account and with a wager, and the next day they said that they didn’t know anything !!

Have you deposited any funds to activate this bonus please?

NO, they gave me this bonus for the survey, I passed it and it was credited to me

Dear anastaze,

Could you please advise if you have received any specific terms and conditions related to the "Survey Free bonus"?

got nothing!

conditions were the same for everyone

Thank you very much, anastaze, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thanks a lot ! I will wait

Hello anastaze, 

I am sorry to hear about your troubles.

Usually, no deposit bonuses have some cap on winnings ($20-$100). Because this was a special bonus, we don't know the bonus terms and conditions. It is also possible that the bonus had some technical issue and because of that, the bonus was voided. (restarted)

I would like to invite the casino representative into the case. Please explain to us what exactly happened with anastaze's bonus.

I sent you a screenshot from the casino agent's correspondence, they told me that there is no input max, I'll send a screenshot right now

they just canceled the bonus for me and said that everything would be restored in 3 hours, and the next day they said that they didn’t know anything !!

Dear Matej https://kazinoazov.net/cryptovegas-casino-viigrish-igroka-annulirovan exactly the same and I have a problem, only I had to wager $ 5,000 on my account was 15,000 only the player from the complaint won back the bonus!

Thank you for contacting us back. Please, kindly, note that this bonus accepted by the player was received after completing a survey. 

The main withdrawal rule was wagering the bonus with real money(deposit). Wagering with bonus funds did not count.

Due to incorrect settings on the part of the staff, the bonus could be available for wagering for the bonus balance. Which did not comply with the rules of the accepted bonus.

All players who have made a deposit and wagered have made successful withdrawals.

Please, kindly, note that the particular player did not make a single deposit and tried to wager on bonus funds, which was not allowed by the bonus rules. 

As you can understand we can't pay $15000 to complete just the survey. There were certain published rules where stated that it is necessary to make a deposit and to wager with the real money(deposit) after which the bonus is available for withdrawal. 

Looking forward to your answer, 

Kind regards, 

CryptoVegas Casino

Here you can find the published rules for the bonus you accepted*

Description Terms and Conditions:

Bonus can be activated once per account. The active bonus can be wagered by Real balance. While the bonus is active, the amount of the bets is debited from the Real balance and all winnings are credited to the Bonus balance. Free Spins winnings will be credited to the Bonus balance. The bonus amount needs to be wagered 20 (twenty) times. Then the bonus amount shall be transferred from the Bonus Balance to your Real balance, and be withdrawable.

100 Free Spins are available in Lucky Streak 3 game

In case the bonus is rejected, Bonus balance will be forfeited. The canceled bonus and winnings cannot be refunded.

The stake contributions towards wagering of all game categories on Crypto.Vegas Casino are as follows: Live, Roulette, Cards, Table games and others contribute 10% of bet towards wagering requirement. Slots games contribute 100% towards wagering requirement.

your support service did not say this and all the players wagered on the bonus balance !!!

We are very sorry for this situation, but you should have read the rules of the bonus in order to know how to wager it, it stated that the bonus is wagered only for real money(deposits). We can return the bonus amount to your account with a wager and you will wager it for real money.

The same amount that you were talking about 15000 х20

Kind regards, Crypto Vegas Casino

your support service led me into an incomprehensible situation, they said that everything would be returned after 3 hours, then they said that everything would be returned the next day! and yes on your site nothing was indicated on the account of bonus funds !!! and you stalemate canceled all bonuses and wrote off everything !! it's your fault

No screenshots, no arguments that they have bonuses with wagering for bonus ones, no violation of their own rules, which does not say that the bonus conditions can be changed with an active bonus. Zero Attention

I want a compensation of 1000 dollars with wager 20 wagering on the bonus account

Dear anastaze,

It happens from time to time that technical error or human error occurs. That's why all the casinos mention this in their terms:

12. ERRORS AND OTHER FAULTS

12.1. In the event of an error or malfunction of our systems or processes, all bets are rendered void. We are not responsible for any errors in hardware or software You use or access or for any errors caused by your internet service provider.

As the casino wrote, you could wager the bonus with bonus money instead of real money. Technical support probably didn't know what happened, and that's why they gave you information that they return you the amount back in 3h.

Because it was a technical error on the side of the casino, we suggest a solution by resetting the bonus or if you wish as the casino suggested to credit you back the 15000 with 20 times wagering (but please be aware that you must wager this amount with the real money - so probably much better option is to reset the bonus.)

reset bonus

I agree let 15000 give a bonus I will win back

Do you realize that you need to wager $300000 with real money (not the bonus of $15000) to be able to withdraw?

I want a compensation of 1000 dollars with wager 20 wagering on the bonus account

In case if you don't want to wager on the real balance(deposit) we can offer you the bonus 50$ х20 with wagering on the bonus account( maximum withdraw 150$ out of this bonus)

I agree

you can close the complaint I'm satisfied

Kindly, check your account the bonus has been activated.

Kind regards,

Crypto Vegas Casino

received a bonus

thanks played put on the output

Dear anastaze,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.