Vegaz Casino - Bonusové výhry hráče byly zabaveny.

Good morning. I have a huge problem with vegaz cazino.Last night I've deposit 80 euros and got saturday bonus which it was 300% so i had a total amount of 200 euros.

I've managed to print up to 13000 euros and played some, then i decide to withdraw and they informed me that they will keep 120 euro which was the bonus conpletion. I've played 2 and 2.5 euros max bet. I did withdraw 800 euros and the financial had to procced they payment.

Today they send me a mail which sais:

Hello Petros,

this is to inform you that we have checked your recent gameplay.

As per our Bonus Terms and Conditions under section 2.9., a maximum cashout of 5 times the received bonus amount applies until the withdrawal request has been processed or winnings generated from mentioned bonus are part of players' balance.

Due to mentioned clause above, we have now removed the surplus of funds from your balance.

Thank you for your understanding.

Warm regards,

Vegaz Casino Finance Department

Then i logged and they removed my money.

Please help.

Dear petrosxalkiadakis88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your bonus and deposit histories, along with any relevant communication, to petronela.k@casino.guru?

I have checked the general bonus terms and conditions, and this is what I found (here):

"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)."

Is this the exact rule that has been used to void your entire promotional winnings?

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

Best regards,

Petronela

Good afternoon. Yes that is the term and condition as you mention above.

I have sent the documents on the petronela.k@casino.guru email as u asked. If u need more documents i can dive through but i think those i've send are enough.

Thank you, petrosxalkiadakis88, for your email. Could you forward your deposit and bonus histories in addition? Have you received any winnings, please?

Sure but may u help me on how am i doing that? Im not super familiar.

You could take a screenshot of your deposit and bonus histories from your casino account and forward them to petronela.k@casino.guru.

You can use a Snipping Tool 🙂

"How do I get the Snipping Tool?

Select the Start button, then type snipping tool in the search box, and then select Snipping Tool from the list of results. In Snipping Tool, select Mode (in older versions, select the arrow next to the New button), choose the kind of snip you want, and then select the area of your screen that you want to capture."

Job done, check your email. Thank you.

When i reach 13000 euros i played some more and then at 10800 i've requested withdraw, the bonus was still active even after 500-600 spins i played, that should be removed in any case.

Have you checked with live chat or anywhere inside your account if the wagering requirements have been completed before cancelling the bonus? Please understand if the bonus was still active, by requesting a withdrawal you cancelled the bonus and all the bonus winnings too.

Yes i was in chat with an assistant before any action of withdrawing, i was asking him why i still have 120 euro bonus in the balance? If i withdraw will that be remove? He said yes, i also asked him few more questions such "can i withdraw the whole balance in once? Or should i withdraw small amounts? He answered " u can withdraw as much as u want, just keep in mind that the 120 euros bonus will be removed, also asked him why i cant withdraw through credit card like other times? He answered " right now we have issues with credit cards withdrawals and we dont know how long will take to fix, u can only use neteller, bank account, skrill and some other options to withdraw". I said ok and then i procceed via bank account withdrawal.

Please forward this communication to me. Thank you very much.

I will send it on ur email aswell.

Thank you very much, petrosxalkiadakis88, for the screenshots. Could you please advise how much is your active balance now? Please remember that there was a maximum cashout (5 x initial bonus) for this specific promotional offer. That would mean that you can withdraw (5 x €120= €600) minus the initial bonus offered (sticky bonus: €600 - €120= €480). Looking forward to hearing from you.

They removed 10200 euros and they gave me 600.

OK, so the bonus amount wasn't deducted from the winnings. Unfortunately, you aren't entitled to more than that. €600 is 5x the initial bonus amount rewarded hence, the maximum cashout.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear petrosxalkiadakis88,

Have you received your winnings of €600? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.