The player from Germany has been accused of breaching the bonus T&Cs. The case was closed as 'unresolved' because the casino.guru team believed that the casino should enforce such conditions.
Vegaz Casino - Player's winnings have been confiscated.
Black points: 336
Amount: €800
Vegaz Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
Not enforced T&Cs
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
I am accused of violating the terms and conditions and the bonus was automatically added and there was no way to deactivate it ?!! This is scam and no one in chat told me that until it was about withdrawal and most importantly I even won the money after the bonus was no longer active!! 
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2 years ago
Dear Niklasplay24,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you tried to cancel this bonus, however, the casino informed you that it was not possible?
Also, do I understand correctly that the reason for confiscating your winnings is that you failed to deposit the required amount?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
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Hello, yes, it was roughly not possible to deactivate the bonus on the deposit page and also no information that it is only valid from €150 and yes, this is exactly why the win was canceled, but the error is on the side of the casino and not for me Wiso activated the offer automatically when making a deposit cannot be deactivated and that's why I didn't get my winnings
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2 years ago
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As I said, the bonus would only be deleted after I had requested a payout of profits and then again 1 day later it said I had not deposited the €150 and therefore violated the conditions and the bonus would not have been activated automatically allowed if he wasn't for me! I feel betrayed on the deposit page where the bonus was activated BEFORE it was activated, there was nothing very strange about the €150
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2 years ago
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so greyed out that you couldn't have clicked on deactivate
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2 years ago
Thank you for your reply, Niklasplay24. I checked the bonus T&Cs and I found this:
"4.6 To ensure proper use of bonuses and fair play, VegazCasino.com considers claiming Saturday Booster bonus without any other clean deposit (i.e. deposit which is not matched with any bonus) during the week as irregular gameplay to take advantage of bonuses. Players must deposit at least 150€ during the week in order to be eligible for winnings generated with Saturday Booster Bonuses if they later decide to play slot games with mentioned deposit and 300€ in case of table games play. In case of irregular play mentioned above, winnings generated with Saturday Booster will be forfeited and deposit returned."
We believe that the casino should only credit bonuses that players are eligible for, or at least give the player a chance to cancel the bonus if they do not want to play with it.
I will now transfer your complaint to my colleague Jozef (jozef.k@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 soon.
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2 years ago
Hello Niklasplay24.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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2 years ago
Hello Niklasplay24,
thank you for your comments.
Please note that upon creating an account on Vegaz Casino you have to Accept that you have read and understood our Terms and Conditions. It is solely player’s responsibility to read the T&C before they create an account and more importantly before they make a deposit.
In our Bonus T&C, clause 4.6, it is stated that "To ensure proper use of bonuses and fair play, VegazCasino.com considers claiming Saturday Booster bonus without any other clean deposit (i.e. deposit which is not matched with any bonus) during the week as irregular gameplay to take advantage of bonuses. Players must deposit at least 150€ during the week in order to be eligible for winnings generated with Saturday Booster Bonuses if they later decide to play slot games with mentioned deposit and 300€ in case of table games play. In case of irregular play mentioned above, winnings generated with Saturday Booster will be forfeited and deposit returned."
That means that during the week players have to deposit at least 150€ in order to be eligible for the Saturday Booster bonus.
Also, please let me remind you that bonuses are never automatically applied without the player first going to Cashier – Add Bonus and either click on "Activate Bonus" or insert the bonus code.
I see that you sent a screenshot with grayed-out (Slot of the Month) bonuses - the reason why they are grayed is because Slot of the Month promotion is available only on Wednesdays, and you were checking the bonuses on Saturday. (As reference, please check today’s screenshot where Saturday Booster is grayed out since today is Wednesday and you cannot activate the bonus on other days)
If by accident you click on Activate Bonus, there is always the chance to deactivate the bonus by clicking on No Bonus button before you make the deposit.
I hope I was clear in explaining things.
Best regards,
Anton
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2 years ago
Translation
No, the bonus was clearly automatically activated after registration and after clicking on deposit! And with a gray background so that you couldn't deactivate it, I opened this website via your link where you told me about the promo! And if this is why it activates automatically it's not my fault as well as this bonus being offered at all if I wasn't allowed to use it it's a mistake on their part instead of accusing player friendly trade they didn't mean it was that's it Main point the error happened because of their website and now I have the cons how do you credit player with bonuses he is not allowed to play with ????
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2 years ago
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On the deposit page, the bonus was marked as activated and greyed out so that it was not possible to deactivate it and it was also not at all clear to the player that they were not allowed to use it what a ridiculous statement why is an e-mail sent to me Offers sent that I am not allowed to use at all, that's so sad !!!!
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2 years ago
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How can you send players offers that they are not allowed to use and then embezzle the profit the bonus did not auto. may activate and not be activated at all if you are not allowed to use it !! And not where like now because then such a situation would not arise at all!! That can't be legal, I ask Casino Guru to check why the bonus was activated automatically and, above all, why it was activated at all
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2 years ago
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Here's the proof it's so sad again an email where the bonus is offered to me, not a word mentioned that €150 must first be transacted, so a bonus offer that you can't use at all, how can that be, I would like to have my winnings refunded immediately, that's how it is brazen !! And that's exactly how it happened "oh great what an offer clicked on the email loaded on the deposit page the bonus was 100% activated directly and not deactivated by clicking on it either !!! It was grayed out for sure !! And active!!! So mistake on your part I want my profit back immediately!! That can't be legal!! 
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2 years ago
Hi Niklasplay24,
Let me kindly remind you again that bonuses are never automatically activated. When you receive the email, it outlines the details of the bonus and if you click on the ‘Read More’ button, then it will take you to the particular promotion page (in this case Saturday Booster promo page - https://www.vegazcasino.com/en/promotions/saturday-booster)
The bonuses are grayed out only on days when the bonus is not available (Saturday Booster is available only on Saturday and it will be grayed out on the other days of the week). If by any chance you wanted to deactivate the bonus and couldn’t, you could’ve visited our chat support which is available 24/7 for all players.
While we’re on the topic of chat support, I read a chat transcript on 17th of April, where a member of our support team informed you about the rule in question (T&C clause 4.6) before you tried to claim the bonus and she suggested that you use another bonus instead, one which you were eligible for.
As for emails you receive, those are automatic emails that are sent to all active players of the casino. I have already informed the relevant department to exclude you from promotional emails.
Last but not least, I will once more remind you that it is solely player’s responsibility to read the Terms and Conditions, and you have agreed to do so the moment you opened an account.
"You agree to be bound by these terms and conditions whether you access the website through a computer network, mobile network or any other means. Your failure to comply with these terms and conditions may result in disqualification, closure of your account with us, forfeiture of funds and/or legal action against you, as appropriate and as further specified in these terms and conditions." (this clause is the 4th paragraph of our T&C)
The decision of finance department on this matter is final as we are relying solely on our Terms & Conditions.
Best regards,
Anton
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2 years ago
I am extending the timer by 7 days because of further examination of the case.
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2 years ago
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I just think it's just bold and fraudulent to credit bonuses with which you can't win and then if someone wins like me don't pay out the win very sadly not a fair casino I hope that the ratings will be adjusted accordingly and from my side I say let it the fingers of this casino that is pure lies and fraud so they had shown themselves to be accommodating and said it was not my fault alone but the casino's fault as it is and they paid me the profit out of goodwill but no, they only said that It's the player's fault and showing goodwill is not player-friendly in any case, despite misleading information about the casino site!!! And the bonus!! And most importantly I hope the casino changes it and doesn't keep crediting bonuses that aren't valid for that player either because that's SCAM!! Then you should only get bonuses credited to your site that are intended for you, just like it is in EVERY other casino and not deduct such a scam here
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2 years ago
Hello Niklasplay24.
Please, could you clarify how much you have deposited for the bonus Saturday Booster? We certainly do agree with your opinion that the bonus should not be credited or available if you are not eligible.
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2 years ago
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And who is right now? It can't be that because of their mistake my profit is now gone... Or not paid out!
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2 years ago
Dear Vegaz Casino team.
Thank you very much for your cooperation. Unfortunately, we consider the player's complaint justified. In casino.guru, we believe the casino environment should be safe and customer friendly. We understand that you are backed on this with your T&C, and we fully respect it. However, the player got into a position that could have been prevented. If the player's account did not meet significant requirements to receive the bonus, you should not provide him with one. It can be easily enforced by the software. In this case, the player deposited and received the bonus, but in the end, played without a chance to win.
Please, is there any possibility that you can reevaluate the case or is it your final decision?
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2 years ago
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Thank you very much, I see that as well, why let it get to this point at all? It could have been prevented!!!
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2 years ago
Hi Jozef,
Thank you for your reply and insight.
As previously stated, the decision of finance department is final and we are basing all of the decisions taken on our Terms & Conditions.
We strongly believe that when a player reads and accepts the T&C of a casino, they should adhere to all of casino’s rules.
In this particular case, the player was in violation of Bonus T&C clause 4.6 and even if the player didn’t read the T&C, he was informed by support agents regarding the rule. Furthermore, the player claims that the bonus was added automatically and he tried to deactivate it but he was unable to; firstly, the bonuses are never added automatically as that is not how the system works and secondly if the player wanted to deactivate the bonus and couldn’t do it, we offer 24/7 chat support especially for cases like this.
In any case, as stated above, our decision on this matter is final.
We appreciate your time and insight throughout the case.
Best regards,
Anton
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2 years ago
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What an answer, thank you, I definitely know now what I think of the casino, everyone I know will report about the incident that just nobody pays in here anymore
The main thing is to blame the player
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2 years ago
Dear Niklasplay24,
I am very sorry about the situation, but since the casino team has made their final decision, our resolution has reached its end. Another option is to file an official complaint at the licensing authority of the casino, although I am afraid that they would agree with the casino team. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards, Jozef
