After completing wagering requirements, the player from Spain has been rejected with his request to withdraw bonus winnings, due to country restriction. We rejected the complaint because the player didn't respond to our messages and questions.
Wild Vegas Casino - Player’s request to withdraw his winnings from no deposit bonus has been declined.
Amount: $100
Wild Vegas Casino
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7.1
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
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4 years ago
Translation
I have made the rollover of the "WILDTIME" bonus which was $ 60 without a deposit (bet $ 1800), but now I cannot withdraw the money because in Spain it is forbidden to exchange the bonus without a deposit without having made any prior deposit.
Automatic translation:
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4 years ago
Dear Isaac,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked promotional terms and conditions, and this is what I found https://www.wildvegascasino.com/terms-conditions.php:
"Country Based Restrictions
Based on your country of residence, restrictions apply to playing at the Casino, the use of bonuses, redemption of free chips and/or deposits via credit card. We retain the right to lift these restrictions on an individual basis. Carefully go through the constraints that may apply. You may view all country restrictions in this PDF document or you can download it in MS Word format to check your status.
You can contact us in order to appeal for any country-based restriction(s). The Casino shall assess your account and make the final call based on your case."
I would like to emphasize, that according to our fair gambling codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses, we believe that casinos should only give bonuses to players who are allowed to get them according to the Bonus T&Cs. And if the casino makes the mistake of granting a bonus to a player who shouldn't have received it, the casino shouldn't take it away from them. Instead, the casino should accept that it was their mistake and pay out the winnings to the player.
Isaac, could you please clarify what is your country of residence, since you have filed this complaint as a player from the United States, but in your comments, you stated Spain. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
Hello Petronela, I did the following:
I saw an offer for a no deposit bonus code for new players that was "WILDTIME" at casino guru for Wild Vegas Casino. I received the $ 60 bonus, and I was lucky to do the rollover which consisted of betting $ 1800.
Get the maximum profit allowed which is $ 100 with a lot of effort and many hours of dedication.
I think that if you let me exchange the voucher code at the cashier, in theory it should be valid for my country.
So I think that because of the bonus itself, it is because after talking to an administrator of the aforementioned casino, he showed me the terms and conditions of the casino and he told me that I could not redeem the winnings given my country of origin and I saw that It was true (in theory) because in the list of countries I saw that in Spain it put "No" in the column to exchange bonus without deposit.
I saw two key points in the terms and conditions, which are the one I mentioned above, to which the following must be added:
"You can contact us to appeal for any country-based restrictions. The Casino will evaluate your account and make the last call as appropriate."
So in theory appealing to the casino there is a possibility that although there is a restriction to redeem the bonus in my country, the casino has the last word.
And the other key point I saw is the following:
"Players from certain countries cannot withdraw money from free chip offers if they have not previously deposited. These players can participate in free chips for fun only."
This point can be interpreted in two ways as I think. It is in favor of the player and in favor of the casino because it is not specified clearly enough.
1st (In favor of the casino): That if I have not made a deposit before redeeming the bonus, I cannot redeem the winnings of the bonus without deposit and therefore the free chips are only for entertainment purposes.
2nd (In favor of the player): That if I have not yet made a previous deposit, I can still do it and redeem the winnings of the bonus without deposit and therefore the free chips can be redeemed and are not just for fun purposes.
On the basis that you have to be very lucky to profit from this bonus, there is someone here who has clearly been wrong in the sense that, if he could not profit from the bonus, at least before clearly warning the player that In your country there is a possibility that you cannot redeem the winnings of the bonus without deposit. Because as I mentioned, it takes a lot of effort and dedication to be able to profit from the bonus and hope in vain to at least get some benefit from this time spent to get some benefit. Because if it's for fun, all casinos have free chips to try their casino games before without investing real money ... And if it runs out, those free chips are re-entered.
This is a personal opinion: I think they don't lose much when it comes to giving that bonus money without deposit because they would attract many customers from different countries and that players see from the beginning without entering real money that they are legal casinos and pay their clients what they have "worked".
Answering the question he asked me about the country of origin: Yes, I am from Spain.
I tell you all this because I am annoyed at being deluded in vain when I could have been warned from the beginning without wasting time.
I am also dedicated to informing on the internet about how casinos behave and advising people whether they can trust a casino or not.
It's not really about the money, it's the least of it. But since I have achieved something that I consider very difficult and as it is written in the terms and conditions of the casino, I consider that there could be the possibility of appealing in favor of the player.
I like to fight for what is mine, and I defend my reason with arguments. I think you could help me with this and I would really appreciate it from me.
Thank you very much, greetings.
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4 years ago
Since it appears to me, that you are from United States, I would like to ask you, if you have used VPN (Virtual Private Network) to alter your location? I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. I will be waiting for your reply patiently.
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4 years ago
Translation
No, I am not from the US and I have not used a VPN. Ok, it's already configured. I left the USA by default, but I have already put my country in my profile.
I sent Wild Vegas a message saying if you could claim the no deposit bonus money and this was your response:
Amira *** (Support Center)
Nov 13, 2020, 8:33 AM GMT + 1
Hello Isaac,
Thank you for contacting to us. Hope you are well.
We're sorry but, our system shows that your last transaction was a free chip.
Please keep in mind that the casino rules do not allow multiple free chips in a row and for this reason you will need to deposit before we can offer you another. However, if you'd like to make a deposit of $ 30 or more, I can offer you some great deposit bonuses!
Would you like to make a deposit now?
Thank you so much for playing Wild Vegas Casino.
Regards,
Amira ***
I mean, from what I understand from the translation, it means that the no deposit bonus was free chips.
And then it says that I can't redeem several no-deposit bonuses in a row ... I don't quite understand this ...
Haber, if I register at Wild Vegas Casino, then redeem the bonus without deposit "WILDTIME", what other bonuses prior to this have I redeemed so that they tell me that several bonuses without deposit can not be exchanged in a row? It has no logic ...
Edited by a Casino Guru admin
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4 years ago
Thank you, Isaac, for your reply. As I mentioned earlier, there are some restrictions for Cash outs from Free Spins bonuses:
Could you please advise which country of residence you’ve submitted when registering your account? Ideally, forward your account details to petronela.k@casino.guru.
