BluVegas Casino - Der Spieler hat Mühe, den KYC zu passieren.

i won 1110 euros in the casino. I am already fully verified.

The casino asked me to clarify the origin of the funds as I deposited more than I earn.

I uploaded all of the bank statements and everything you need and nothing happens.

I find it generally uncomfortable to provide these very private things where my money comes from. It is nobody's business how when and how much I earn.

I have stated that my earnings come from gambling and have also provided the account statements where the receipt of the winnings can be seen.

I also provided and uploaded my pay slip to you.

the payment has been made since July 25th. pending and nothing happens.

ich habe in dem casino 1110 euro gewonnen. ich bin bereits voll verifiziert.

Das casino forderte von mir die herkunft der gelder zu klären da ich mehr eingezahlt habe als ich verdiene.

ich habe sämtliche kontoauszüge hochgeladen und alles was sie brauchen und es passiert einfach nix.

ich finde es im allgemeinen unangenehm diese sehr privaten sachen wo mein geld herkommt bereitzustellen.es geht niemanden etwas an wie wann und wieviel ich verdiene.

ich habe angegeben das meine einnahmen vom gambling stammen und habe diesbezüglich auch die kontoauszüge bereitgestellt wo der eingang der gewinne zu sehen sind.

auch meine lohnabrechnung habe ich ihnen bereitgestellt und hochgeladen.

die auszahlung ist nun seit 25.7. pending und es passiert einfach nix.

Hello Fowi30,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Regarding the proof of income - Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry are usually set by the Licensing Authority and all the serious and licensed casinos have to comply and follow these policies.

That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible.

Do I understand correctly that you have provided all the necessary documents listed in the email?

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

yes i did i always had to hand in something i had done and it has already taken 1 month to check it and to pay my winnings to me.

ja das habe ich ich musste immer wieder etwas nachreichen was ich getan habe und es dauert mittlerweile schon 1 monat lang das zu überprüfen und mir meine gewinne auszuzahlen.

Thank you very much Fowi30 for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello fowi30,

I looked at your complaint and will do my best to help you. I would like to invite BluVegas Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

We would like to ask the 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’.

ok that may be it was just a guess, but why not use software that prevents players from playing non-allowed slots with bonuses.

you have a responsibility towards the player and are in possession of a reputable mga license.

instead, let unsuspecting players fall into the bonus trap.

how irresponsible is that please.

This clearly violates the fair gaming code if you have ever heard of it.

ok das mag sein es war auch nur eine vermutung, aber warum verwenden sie keine software die verhindert das spieler nicht erlaube slots mit bonus spielen können.

sie haben eine verantwortung gegenüber dem spieler und sind im besitz einer seriösen mga lizenz.

stattdessen lassen sie ahnungslose spieler in die bonusfalle tappen.

wie verantwortungslos ist das bitte.

Dies verstösst eindeutig gegen den fairen glücksspielkodex falls sie schon mal was davon gehört haben sollten.

Dear Casino,

we believe that you should not let the players play restricted games and then seized the winnings. This behavior is against our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses, especially part 6. I would like to point that if you'll not pay winnings to the player I'll be forced to close this complaint as unresolved.

Please, let me know your final statement.

Dear Casino Guru,

What you believe does not necessarily mean that rules should be imposed on operators this way.

What you are asking is something that needs to be available from the platform software and it's not something that we have any control over it directly or imposed on us from MGA, so this makes your statement biased and un-ethical, to some extent even questionable! ... with your verdict, you are directly telling all the players that they can claim a bonus and play on any restricted game as they would still get all their winnings, and this is truly defamatory.

Having said that, we are fully inline with the Malta Gambling Authority when it comes to our terms and conditions and imposing such behaviour is truly unacceptable and un-professional.

We have clearly not restricted any bonus to the player, as your gambling codex is stating in part 6 about Restricted bonuses in certain countries, in-fact, your codex does not even mention anything about restricted games.

Also, our terms and conditions are available from anywhere on the site + our emails for the player to access, thus not hiding them to the player. The player is quite an experienced gambler and he is fully aware that bonus terms will apply when claiming bonuses. Even if he was not so experienced, the terms & conditions are still accessible from everywhere!

When a player registers, it is mandatory for him to accept our terms and conditions before he can deposit, claim bonus or even open an account, thus legally binding him to follow such terms in their entirety.

I kindly ask you to asses closely this situation before rushing into such damaging conclusions.

Regards,

Richard

We understand the casino’s position that the player breached T&Cs. We also understand that – mainly because of bonus hunters – some games are restricted during bonus play.

The problem here is that if the restriction is not enforced by software, it will often cause recreational players, who are not aware of the game being restricted, to get their winnings voided.

Although the casino may be right from the legal perspective, we believe that the very best casinos are willing to take measures to create a safe environment for players, so that their winnings will not get voided because of an honest mistake. This is the reason why we are giving a minor penalty to casinos in situation like this. It represents the fact that these casinos may be still good, but there are other casinos that are safer for players.

We understand that it may be hard to enforce restricted games for bonus play by software, but it does not mean that giving the responsibility to the player is the best solution. We believe that the fair approach to this is to set the games that casino wants to restrict but cannot enforce it by software to have 0% wagering contribution. Therefore, players’ winnings will not be voided and at the same time it is not possible (or at least much harder) to abuse the game by bonus hunters.

In this case, we therefore suggest recalculating the wagering requirements for the player in the way that the prohibited game won't contribute to them, and letting the player withdraw after wagering the bonus properly.

For now, I'm forced to close it as unresolved. In case that you'll decide to pay the player's winnings, we can reopen this complaint.

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 involved parties to reach a satisfactory conclusion.

Dear fowi30,

I've received information from Casino, that this pop-up window is always showing when you want to play a game that is restricted from wagering. Did you see this warning?

it is commendable if this software has now been implemented

however, my case was 10 months ago and at that time this type of software did not yet exist.

I have never received this window which tells the player that he is playing a game that cannot be played with a bonus

es ist lobenswert wenn diese software nun implementiert wurde

mein fall liegt allerdings schon 10 monate zurück und zu diesem zeitpunkt gab es diese art von software noch nicht.

dieses fenster was den spieler mitteilt das er ein spiel spielt was nicht mit bonus gespielt werden darf habe ich nie erhalten

Dear Casino,

please, provide official evidence from the platform provider that the pop-up window was implemented before July 2021. You can send it to my email address: viliam.v@casino.guru.

if this pop-up window already existed earlier when I opened this case

why didn't the casino point this out?

I think you reacted to the complaint 9 months ago and made a statement

simply because this pop-up window did not exist at that time

wenn es dieses pop up fenster bereits früher gab wo ich diesen fall eröffnet habe

warum hat das casino nicht darauf hingewiesen?

ich meine sie haben ja auf die beschwerde reagiert vor 9 monaten und ein statement abgegeben

ganz einfach weil es zu dieser zeit dieses pop up fenster noch nicht gab

Dear fowi30,

I've received evidence from Casino that the pop-up window was implemented in February 2021. Unfortunately, at this point, I'm forced to reject your complaint as unjustified.

If you are not satisfied with our conclusion, you can contact their license provider here: https://www.mga.org.mt/support/online-gaming-support/. They should have more legal power to investigate the issue deeply.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.