BluVegas Casino - Pelaajan voitot takavarikoidaan.

Hello dear Casino Guru Team,

Unfortunately, the casino refuses to pay out my winnings. I have followed all the casino's rules. I didn’t use any prohibited slots and always kept the bet limit at €5. The casino accuses me of the following in an email:

"taking part in or attempting to take part in a manipulative playing strategy to gain an advantage from the bonus"

Hallo liebes Casino Guru Team,

leider weigert sich das Casino meine Gewinne auszuzahlen. Ich habe mich an alle Regeln von dem Casino gehalten. Habe keinen verbotenen Slot genutzt und auch das Einsatzlimit immer bei 5€ belassen. Mir wird vom Casino laut mail folgendes vorgeworfen:

"manipulativen Spielstrategie teilgenommen oder versucht haben, daran teilzunehmen, um einen Vorteil aus dem Bonus zu ziehen"

Dear Adler33,

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

Could you please specify what type of bonus you activated? Was it a deposit bonus, or a no-deposit bonus? Ideally, send me a screenshot or a link to it.

What types of games did you play?

Did you bet €5 the entire time you played with the bonus?

Please forward me all the communication between you and the casino customer support regarding the confiscation of your winnings at 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

Hello Veronika,

This is the first deposit bonus, I deposited 200€ for it:

https://www.bluvegas.com/promotion/welcome-bonus

I only played Foxy Hot 20 as a slot and kept the stake limit at €5.

I have forwarded the communication to the casino.

Hallo Veronika,

es handelt sich um den Ersteinzahlungsbonus, ich habe dafür 200€ eingezahlt:

https://www.bluvegas.com/promotion/welcome-bonus

Als Slot habe ich nur Foxy Hot 20 gespielt und als Einsatzlimit dauerhaft 5€.

Die Kommunikation mit dem Casino habe ich weitergeleitet.

Thank you very much, Adler33, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Adler33,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BluVegas Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BluVegas Casino,

Could you please provide detailed information regarding this case and clarify the reasons behind the confiscation of the player's winnings? Additionally, could you explain in detail and provide supporting evidence for the alleged "manipulative playing strategy" the player was accused of using? You can share the details here or send them via email to my address at jakub.m@casino.guru.

Thank you in advance for your response.

Best Regards,

Kubo

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.

Dear Adler33,

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 jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo