Le t me start by saying I've made a deposit on this casino. So I get an email stating that I will be getting 40spins as a promotional event.. so I said ok. I won like $23 and the ridicules wager amount was like $832. But I accomplished it and got $130 after I did the required wagering amount. To my surprise I can only win $25 because it's a free bonus. So after I claimed my $25.. to my surprise the minimum amount to withdrawal is $150. At this point I was just gonna exit the casino and never look back. But after a while i.was able to reach the $150 mark in order to start a withdrawal... then come to find out there's a 48hr period of waiting just incase u want to play it back to the casino. Very convenient for the casino I guess. And after the 48hr wait. Well come to find out the finance department doesn't work on weekends.. it's a God dam casino.. why would ur finance team work on weekends.. complete bullshit... so after all that comes Monday morning I reach out to them and they come up with the last and only thing that they c come up with to not pay out any cash... apparently I used my comp points to get 3 free spins and that made this bonus null and void so I won't be getting anything and they took my winnings and just like that they straight robbed me and they just laughed at my face. By far the worst experience I've ever encountered with any casino. They are running a scam I would l Ilike to see how many people they actually pay out. I can't believe they would take minimum 5 days to pay out. If they ever do. This is a crime and someone needs to shut down casinos like. This. Never again will I touch this place or its sister casinos wich I can bet they're as shady as this.one.

Dear jrobledo545,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Bella Vegas Casino.

Do I understand correctly that you activated a no-deposit bonus of 40 free spins that had the winnings capped at $25?

Could you please specify when you used your comp points to get the additional 3 free spins? Did you make any deposit between taking the 40 spins and getting 3 spins for comp points?

Could you please explain how you acquire comp points in this casino?

Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

Dear jrobledo545,

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

That makes no sense.. I got the $25 of the bonus that u guys gave me. The only time I played before that was when I deposited.. why do u guys give bonus if no one can cash them out. Makes absolutely no sense. Plus u guys don't let people get bonuses unless u make a deposit. When I cashed out the $25 from the bonus. No one let me know that I couldn't cash out. I communicated with a few representatives. And all I got was congratulations for ur winnings. Bla bla bla. Than they told me I had to win more than 150 in order to cash put the $25 winnings from the bonus that u guys gave me. Even when I reached that $150. The representative I spoke to just told me congratulations and that my winnings was getting processed as we spoke.u guys even have a 48 hr window that u guys hold the winnings.. really.. u guys just play a never ending loop to trap everyone from they're winnings. I've never encounter playing for anyone this kind of obsticle course where the only winner is the casino. It's just residues. Not once anyone for 4 days told me that it was an invalid win. Until I contacted customer service for like the 10th time in the 5th day. It's just ridiculous that u guys operate like that. U guys have to honor ur bonuses and pay when someone wins. Plain and simple. Not make up any loophole to cheat customers of they're winnings.

I apologize, but I must correct you: you got the bonus directly from the casino, we at casino guru are mediators who resolve complaints between casinos and players. In order for us to be able to help you, we need to get as much information from you as possible. Could you please send me a screenshot of your transaction history along with any relevant communication between you and customer support? My email is [email protected]. Alternatively, you can also post screenshots here.

That make absolutely no sense... comp points are earned from playing time with my own money that I deposited. Correct? So why am I getting penalized for something that I earned. I can't believe u guys stole my winnings for getting 3 comp spins. This is ridicules.. thats thievery at its finest. Can't believe u guys still operate. How can u justify taking Over $200 in my winnings. For 3 spins that u guys gave me because I earned them. Make that meke sense please. I am extremely furious and disappointed that I entrusted playing with u guys and u guys just shot on my fave and laugh about it. And please I don't Know how many times I've hit the unsubscribe button to stop getting ur dam emails. I get mad just watching them pop up on my PC. Please stop

I understand your frustration. However, I have not received any emails from you yet. Could you please send me the communication with the casino as well as your transaction history so we can investigate your case?

Dear jrobledo545,

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

I don't understand why is it illegal to use ur comp points. ? According to the staff I fulfilled the wagering requirements twice.. once for the winnings of the bonus spins and again to be able to withdrawal my winnings.. and ur sorry ass excuse to not pay I that prior to me getting the bonus spins I used comp point that I had earned from the initial deposit to get 3 free spins that u guts offer for comp points. That's ur excuse for not honering ur customers winnings... no wonder u guys aren't licensed... it's all a scam %100 scam.. what's is the point of comp points or even promos. Explain that to me.. please make it make sense.

Thank you very much, jrobledo545, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, jrobledo545,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bella Vegas Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bella Vegas Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should he take to withdraw the disputed winnings? Have those winnings been confiscated? If yes, why?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? What rules were applied in this case?

It is possible to share the data directly here, with your reply, or by sending them to my email address ([email protected]).

Thank you in advance for providing the information.

Hi

jrobledo545 won on a second free bonus as per the screenshot below the player won from the 55TREATME bonus which was on the 27th of October 2023

As per the terms and conditions below a player is only permitted to 1 free bonus and any winnings generated from consecutive bonuses will be deemed null and void. 

Regarding the max 25 rule when a player claims free spins they need to complete those spins once completed the balance will convert to $25 cash which the player can build up and once they reach $150 they will be able to cashout provided that they have not claimed consecutive bonuses. 

Regards

Bella Vegas Casino

Thank you for the clarification, Bella Vegas Casino Team.

Dear jrobledo545,

Considering the amounts in the provided screenshot of your game history, it does not look like it has anything to do with the comp points or 3 spins, as you claimed. However, even if there were any points credited to your account on top of your real money deposit(s), those would have been also free money given by the casino, so the casino's bonus rules would have very likely applied to such funds.

Can you please confirm the part of the game history shared by the casino belongs to you and that you won from the second consecutive no-deposit bonus without making a deposit?

Please note that there is also another rule in the casino's Terms and Conditions explaining the situation more clearly.

"11.11.7. No Player may redeem two non-deposit bonuses (free money, free spins, etc.) consecutively. i.e., a Player must make at least a $20 deposit in-between claiming any non-deposit offers. If a deposit is not made between non-deposit offers, any subsequent winnings will be voided."

Since we are talking about no-deposit bonuses - free money provided by the casino to its players, they can limit it as they see fit, and we accept it if it is not against our Fair Gambling Codex and/or internal policy. Otherwise, players could only play with no-deposit bonuses, without taking any risk of losing their real money, while they could only win and withdraw from the casino. If it worked like that, it would not make sense for online casinos to operate at all.

Each player is obliged to read the Terms and Conditions, which explain no-deposit bonuses clearly. You accepted them upon registration.

Therefore, if you won the disputed funds from the second consecutive no-deposit bonus without making a deposit, I am afraid there is nothing we can help you with.

If I overlooked something or the events happened differently, feel free to correct me.

Dear jrobledo545,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint.

Thank you very much, Bella Vegas Casino Team, for providing information and cooperation.

Best regards,

Branislav, www.kpvfaw.com