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I played with no deposit free spins. Although I am a player from Germany, these were granted after registration. I made about $ 9 from the free spins which I wagered according to the regulations. After that, my winnings were reduced to $ 50 according to the guidelines. I then continued to play with the $ 50 as a withdrawal is only possible from $ 150. After another luck I reached $ 150, requested a withdrawal and since then there has been no response from the casino. I am ignored in the chat, e-mails are not answered.

Ich habe mit Freispielen ohne Einzahlung gespielt. Obwohl ich ein Spieler aus Deutschland bin wurden diese nach der Anmeldung gewährt. Ich erzielte aus den Freispielen Ca 9$ welche ich Gemäß den Bestimmungen umsetzte. Danach wurde mein Gewinn gemäß der Richtlinien auf 50$ herabgesetzt. Ich spielte dann weiter mit den 50$ da eine Auszahlung erst ab 150$ möglich ist. Nach erneutem Glück erreichte ich die 150$ , beantragte eine Auszahlung und seitdem gibt es keine Reaktion mehr seitens des Casinos. Im Chat werde ich ignoriert, Mails werden nicht beantwortet.

Dear Kathleen,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Would you be so kind and send me the link to the bonus you redeemed? I would like to read the bonus T&Cs. Also, could you please indicate whether you passed KYC?

If the casino responded in the meantime, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

The bonus was awarded by Chipy.com

I sent you the mail with the link.

The Kyc was passed

Der Bonus wurde vergeben von der Seite Chipy.com

Die Mail mit dem Link hab ich Ihnen geschickt.

Die Kyc wurde bestanden

Thank you for your reply, Kathleen. Would you be so kind and confirm, that you've made at least one successful deposit?

I haven't made a deposit there yet ..... why should I do that if I'm ignored.

Ich habe dort noch keine Einzahlung getätigt.....warum sollte ich das auch tun wenn ich ignoriert werde.

Kathleen, I understand your point of view, however, I would like to point out, that it isn't anything unusual that casinos require at least one successful deposit in case the player played with a No Deposit bonus. I checked the T&Cs (https://www.bellavegas.com/terms-and-conditions) and I found this term:

"Players that have never deposited at the casino may only make a withdrawal on any bonus, free spins or loyalty points, once a real money deposit has been made by that player. The deposit made will not be combined with the withdrawal amount, but rather placed in the player’s account once the withdrawal has been paid out. The player will then have access to the deposit amount as a cash balance subject to all normal casino terms and conditions."

At one point you probably will be required to make a deposit (and there is a chance, that this is the reason why you aren't able to withdraw your winnings). Before we move on with this complaint, could you please confirm, you still haven't received any response from the casino?

Dear Kathleen,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.