Vegaz Casino - Player's withdrawal has been cancelled.

Hello yesterday i play casino with deposit of 22euro. And i take my first deposit bonus. I get a bonus of 100% and 50fs all this bonus is wager free. I played bonus and use withdrawal. And after that i canceled. And played with my real money and win 400eu. But casino says i win this with casino bonus help. But i play with no bonus and with my own money... And they send me this... But they are wrong... i win this money after bonus cancelation. And used just my own money to get this win... and they didnt give me back all my winnings.

😥

Dear Archangelas123,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings (here)?

"1.7 All games have a maximum betting limit of 4 EUR/USD/CAD/NZD or 40 NOK per game round/spin during the time that a bonus is active on the player's account. It is strictly forbidden to use "buy free spins" feature with an active bonus or while having any winnings generated with the help of our bonus on your balance. Violation of this rule will forfeit the bonus and any winnings resulting from the bonus or other games that were completed during the bonus period."

Do I understand correctly that after completing bonus wagering instead of withdrawing your winnings, you continued to play?

Thank you in advance for your reply.

Best regards,

Petronela

Yes im continue playing... But with no bonus. And im payed 20eu for bonus cancelation

Could you please forward your game history to petronela.k@casino.guru? Thank you very much in advance.

Sended 🙂

I dont know why they say im breach a bonus... But i dont do this... All bonus buys and other stuff i made after bonus cancelation.... Of course i deposit 22eu and win 500+eu... Casino decided dont pay me. And write i do something wrong of course because they dont want to pay me this money....

Could you please request your entire game history in Excel format?

They dont give history sorry 🙁

I see. I have checked the general Bonus terms and conditions once again and I believe that the problem is that you haven't withdrawn your bonus winnings but continued playing.

"2.9 Each bonus in Welcome Package is "sticky" and will be forfeited once you make a withdrawal request. Bonus restrictions (maximum betting limit of 4 EUR, forbidden games, maximum cashout of 5 times the received bonus amount) apply until the withdrawal request has been processed or winnings generated from mentioned bonus are part of players' balance.

Example: You deposit 100 EUR and get a 100 EUR bonus. You win an additional 400 EUR and have a total bonus balance of 600 EUR. Once you request a withdrawal, the initial bonus of 100 EUR will be deducted from your balance, and you will be able to withdraw 500 EUR (which is within the maximum 5 times withdrawal limit, see clause 2.10)."

Could you please advise how much was your active balance right after completing the bonus wagering?

Was around 50-60eu

I see. Please understand that according to bonus rules, after completing the bonus wagering, €22 (bonus received) should be deducted from the requested withdrawal. If you had €60 right after completing bonus wagering, then - €22 (€38 ) would be a withdrawable amount from the promotional offer.

The problem is that you continued playing and if you went under €38 during that game session then you gained an unfair advantage because you played with casino funds.

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Dear Archangelas123,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.