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Casino won’t pay out my winning there making up terms and conditions. They’re saying I can only withdraw 350£ because I deposited 35£ and it’s 10x max cash out. They tell me this after I try to withdraw the max amount of 2500£ , then get told I can only withdraw 750£ then I get told I can only withdraw 350£ after waiting weeks. For the payment to process they still haven’t sent the money and have blocked me from the site. I feel scammed they didn’t say anything about any of this on the terms and conditions at the start. I won £6593 on slots and bingo and met their agreed wager request. For them to only let me withdraw £350. And now because I’ve been complaining they are saying they’re going to cancel my withdrawal and refund my deposits which is crazy and completely wrong I have lots of screenshots. From chats with support etc. they have removed my account and now won’t reply to my messages. They keep trying to buy time weekly you can only withdraw 750£ and monthly it’s 1500£ and if you don’t withdraw within a month your balance gets voided. I’ve had endless hours trying to get verified and talking to support to make sure my payment comes they only send money every Wednesday so far I’m yet to receive a penny and I’ve spent just under 200£ on deposits. I would at least like to see some money from these horrible scammers. They also deleted and edited messages while I was talking to them. Once I said I’d get you guys involved. Please help me I’ve just lost my father and have to pay for his funerals and need my funds to beable to pay or at least some of it. I have lots of screen shots. They didn’t show the terms and conditions which have been bought up before I deposited they’ve just introduced them once I try to withdraw. Please advise me on what to do next thank you I hope this can be resolved I’ve lost lots of sleep. I have more screen shots if needed thank you

Dear Basherash7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify if you accumulated your winnings with or without an active bonus?
• Do I understand correctly that your account was closed?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Heya I deposited and they added a bonus automatically without myself requesting it I won the amount with my acutual money I deposited the 35£. They added a bonus without me asking. They didn’t make me aware the bonus would be added. I have emails and some chat from support I’ll send now

Thanks for your help I’m great full yes they’ve closed my account so I can’t access it and there not replying to my emails

Heya id just like to let you know my withdrawal of 350£ wasn’t received as they promised. How’s the case going

Thank you for your reply, Basherash7. I am sorry, but if you played with a bonus that has a maximum cashout limit, you are eligible only for the reduced amount of winnings. However, we believe casinos should never close accounts with a legitimate balance.

Did you receive any explanation regarding the closed account?

Heya they didn’t pay me the maximum amount for the winnings also they didn’t show me they’d added a bonus. And they just closed my account

Thank you very much, Basherash7, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Basherash7 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BingoVillage Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings capped.

Thank you!

Hello Basherash7!

Hello @Casino Guru staff members!

After careful review of your account activity and communications with our support team, it has come to our attention that there have been several violations of our site's terms and conditions.

Upon registering your account, you agreed to abide by our terms and conditions, which clearly outline the maximum withdrawal limits associated with our welcome bonus offer. As per our policy, players are eligible to withdraw up to 10 times their initial deposit amount from winnings obtained through the welcome bonus.

Unfortunately, it has been brought to our attention that you attempted to withdraw an amount exceeding this limit. Furthermore, your response to our communications regarding this matter was inappropriate, including threats and disregard for our site's policies.

In light of these violations, we have made the decision to close your account and refund all deposits made. This action is in line with our commitment to maintaining a fair and respectful gaming environment for all our players.

We understand that this may be disappointing news, but we must uphold the integrity of our site and enforce our terms and conditions consistently for all players.

Should you have any further inquiries or require assistance, please do not hesitate to contact our support team.

Regards,

Florin

Customer Support Manager

www.BingoVillage.com

Thank you for providing the clarification BingoVillage Casino representative. Would it be possible to provide me with evidence of inappropriate language displayed by the player? You can provide any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!