Casino confiscated my winnings because as they stated the game I played (The Tipsy Tourist) was restricted to play with the active bonus. I checked Terms and Conditions when I claimed the bonus and that game was not there. I played in June but finished the verification much later. So I think the game could have been restricted after I played it. I asked the casino to check when this game was restricted but they only replied that the decision is final and cannot be changed.

Can you help me to find out when casino restricted that game.

Dear Toper,

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 https://www.bluvegas.com/bonus-terms:

"Other Terms

2.9. Different games and game types contribute towards fulfilling wagering requirements to different extents. For instance, if a game type delivers 100% towards wagering, it means that if you bet €1, €1 will count towards completion of the wagering. Below are the games’ bonus wagering contribution rates:

Slot games: 100% (aside from list below which we reserve the right to update and forfeit any winnings if bonus funds are wagered on these games.)*

All other games: 0%

*Slot games: Mega Joker, Mega Moolah, Avalon, II, Scratch, Midas Gold, Aztec Idols, Bork the Berzerker Hack n Slash, Cash Splash, Mystery Joker 6000, Casino Win Spin, Mystery Reels, Castle Builder, Osiris, Persian Fortune, Dead or Alive, Dead or Alive 2, Deck The Halls, Power Force Villains, Devil’s Delight, Railroad, Football Champions Cup, Reels of Wealth, Robin Hood, Santas Wild Ride, Fruit Warp, Spina Colada, Good Girl Bad Girl, Immortal Romance, The Tipsy Tourist, Treasure Nile, Joker Pro, Jokerizer, Vampires, Leprechaun Goes to Hell, Wild Spartans, Lucky Little Devil, Wild Swarm, Lucky Little Gods, Wild West, Medusa II Jackpots, Wild Wheel, Great Book of Magic, Table/Live casino games are restricted during bonus wagering and your winnings will be voided if you wager on any of the above mentioned games."

However, we believe that restricted games should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played. Could you please forward your game history in Excel format to [email protected]?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I can check the bets in my account only for the last 90 days and as I played in June the bets are no longer available. What can I do in this case?

Thank you very much, Toper, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Toper!

From now on, I will take care of your complaint. I would like to invite representatives of BluVegas Casino into this complaint in order to help us resolve the issue.

Hello,

I would like to inform the player that the bonus terms and conditions haven't been updated since the launch of the casino in January 2021.

Regards,

Richard

Dear casino,

I am not the first day player and I always read the terms and conditions when I play. Especially when I play with the bonus. I am sure that the terms were updated, because this game was not restricted when I played it. I am asking you to check it one more time.

Dear Richard and BluVegas Casino,

I would like to kindly present you with our opinion on this topic. We strongly believe that it is not fair to void the player's winnings because he played game which should not be played while bonus is active. In case the casino needs to restrict a game for bonus play, we believe there are some fair ways on how to avoid situations such as the one from this complaint. The best option is to restrict it by software, if software solution is somehow not possible, then at least some kind of notification right from the game launch would be great and fair for both players and the casino. In our opinion the list of games is usually quite vast and it is hard to remember each title, also some of the players may not be aware of such restrictions at all.

Moreover in this particular situation the player seems to be convinced that the game title in question was not in the restricted games list, therefore we are pretty sure that he was acting in a good faith, which should be taken into consideration as well.

We would like to ask Richard and BluVegas Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Hello Toper!

I am very sorry to be the bringer of bad news, however we haven't received any response from the casino regarding this case, therefore we are forced to close it as 'unresolved'. The reasons were already stated earlier.

I wish you will not encounter any issues with casinos in the future, but if you do, please do use our Complaint Resolution Service any time again.

The casino can reopen this complaint at any time.

Hello Toper!

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both parties to reach to a satisfactory resolution.

The casino team has reached out to us with an explanation that there is an notification in place, when the players are about to play any restricted game. Therefore we presume, that you had to see this as well. Please, see the screenshot attached below.

Could you please specify, what bonus did you use at the time?

Dear Toper,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to reject this case since because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.