BluVegas Casino - Бонусные выигрыши игрока были уменьшены.

Hello dear Casino Guru team,

I deposited €50 at BluVegas and played with a 100% bonus.

Now, when I requested a withdrawal of €2,500, the casino referred to the fact that the maximum win for bonus wins was €500 and canceled all my winnings. (Account balance after cancellation €500).

However, I have earned a total of €7,500 and have long since fulfilled the wagering requirements for the bonus wagering. (Screenshot attached)

I ask for help.

Hallo liebes Casino Guru Team,

ich habe bei BluVegas 50,-€ eingezahlt und mit einem 100% Bonus gespielt.

Nun hat sich das Casino bei meinem Auszahlungswunsch in Höhe von 2500,-€ darauf bezogen, dass der Maximalgewinn 500,-€ bei Bonusgewinnen betrifft und mir sämtliche Gewinne gestrichen. (Kontostand nach Streichung 500,-€).

Ich habe jedoch insgesamt ein Guthaben von 7.500,-€ erspielt und die Umsatzbedingungen für den Bonusumsatz längst erfüllt.(Screenshot anbei)

Ich bitte um Hilfe.

Dear Ricardito66,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found (here):

2.14. Bonus money offered in standard and reload , in whose terms it is not stated otherwise, is not cashable. After 40x deposit + bonus wagering is completed, you will be able to withdraw only the real winnings and the money from your real-money balance, while bonus amount will void. The maximum cashable cap with every bonus claimed is 5000 EUR (or the equivalent in any other currency) for deposits of more than 50 EUR (or the equivalent in any other currency). Any deposit match bonus promotions triggered with deposits of 50 EUR and below (or the equivalent in any other currency) will be subjected to a maximum winning cap of (x10) ten times the amount of the original deposit.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Could you please advise if your withdrawal of €500 has been received already?

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hello Petronela,

I did not receive the money, it is credited to my account!

All winnings after I met the turnover criteria were canceled and I was told that a higher profit is not possible!

can this be right?

Hallo Petronela,

das Geld habe ich nicht erhalten, es steht als Guthaben auf meinem Konto!

alle Gewinne die nachdem ich die Umsatzkriterien erfüllt habe wurden mir gestrichen und gesagt, dass ein höherer Gewinn nicht möglich ist!

kann das richtig sein?

Have you been advised why the entire amount was voided, please? If there's any relevant communication, you could forward it to petronela.k@casino.guru. Thank you.

Hello Petronela,

I have forwarded the email from BluVegas to you.

Best regards

Alexander

Hallo Petronela,

ich habe die E-Mail von BluVegas an Dich weitergeleitet.

Beste Grüße

Alexander

Thank you, Ricardito66, for the forwarded email. I can see that you were informed that the maximum cashout will be capped, is that correct? Do I understand correctly that after the winnings were reduced to €500 you continued playing with your real money balance and accumulated further winnings of €7,500? How much is your active balance now, please?

Hello Petronela,

On February 21, 2023 at 10:02 p.m. I sent an email asking when I could expect my payout of €2,500, which I had previously arranged on the BluVegas platform.

After that I kept playing and had an account balance of €7,500.

This was reduced to €500 (as described in the email) even though I had met the wagering requirements.

My current credit was €7,500 before the reduction and now I have €500 left.

Best regards

Alexander

Hallo Petronela,

am 21.02.2023 um 22:02 Uhr habe ich per E-Mail nachgefragt, wann mit meiner Auszahlung von 2.500,-€ zu rechnen ist, die ich vorher auf der Plattform von BluVegas veranlasst habe.

Danach habe ich weitegespielt und bin auf einen Kontostand von 7.500,-€ gekommen.

Dieser wurde mir (wie in der E-Mail beschrieben) auf 500,-€ gekürzt, obwohl ich die Umsatzbedingungen erfüllt hatte.

Mein aktuelles Guthaben war vor der Kürzung 7.500,-€ und jetzt stehen noch 500,-€ da.

Beste Grüße

Alexander

updated:

In the meantime, I have received €500 on my request, so my account balance should now be €7,000, but it is ZERO!!!

Update:

Zwischenzeitlich habe ich auf meine Anforderung 500,-€ erhalten, mein Kontostand müsste jetzt also 7000,-€ betragen, beläuft sich jedoch auf NULL!!!

I'm sorry but it seems as if you received your legitimate winnings. Please understand that the maximum cashout from the bonus that you activated was 10x the deposit which in your case would be €500.

I'm afraid we can't help you to receive the entire accumulated prize.

Is there anything else we could try to help you with?

Hello Petronela,

I can't believe that despite fulfilling the turnover, the payout was a maximum of €500 and I should have lost €7000 in winnings, I couldn't find anything in the terms and conditions.

You can help me with the complaint against casino queenvegas, because despite my many emails and my verification, the support has not contacted me.

I would like to withdraw €400 from my winnings and have a total account balance of €552 (including a €152 bonus).

Is it possible to take action against the casino in Germany since it is licensed there?

Best regards

Alexander

Hallo Petronela,

ich kann nicht glauben, dass trotz Erfüllung des Umsatzes die Auszahlung maximal 500,-€ betrug und ich nun 7000,-€ an Gewinnen verloren haben soll, ich habe keinen Passus in den Geschäftsbedingungen gefunden.

Sie können mir in der Beschwerdesache gegen das Casino queenvegas helfen, da sich der Support trotz meiner vielen e-Mails und meiner Verifizierung nicht bei mir meldet.

Ich möchte mir 400,-€ von meinem Gewinn auszahlen lassen und habe einen Gesamtkontostand von 552,-€ (incl. 152,-€ Bonus).

Ist es möglich in Deutschland gegen das Casino vorzugehen, da es dort eine Zulassung hat?

Beste Grüße

Alexander

I understand, Ricardito66, your frustration. However, the maximum cashout for bonus play is clearly stated in the terms and conditions (I posted the link in my very first reply).

In regard to your other complaint about QueenVegas Casino DE, I can see that my colleague Tomas tried to contact the casino. Sadly, they didn't reply till this moment.

Since you received your legitimate winnings from BluVegas Casino I will close this complaint as rejected. I'm sorry, but you're not entitled to any further winnings and the casino acted according to its terms and conditions. I can only recommend reading bonus rules before accepting any promotional offer to avoid any misunderstandings and disappointment.

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.