To summarize long story make short I had created a account with Bella Vegas Casino and claimed a free chips for play but lost on 5th of June. I had loved casino's slots for their outstanding graphics and sound. So I intended to play further after deposit. But while deposit I was aware that my email address had put down while registration was little wrong means completely wrong where into BetOnSoft casinos email address is the user unique ID/account number ( I had put wrong email - [email protected] Instead Of correct email [email protected]). I immediately informed everything to support team then she told me to create a new account with correct email address and she had closed previous account as per my request. I had then deposited 20 euro and claimed a 300% bonuses which also combined 10 free spins with my deposit. I was happily enjoying my play slots there but lost 80 euro at the end. Then I had started 10 free spins provided by support agent and here I got some luck :) . I had managed to win 100 euro after met all play through then requested withdraw 100 euro on 6th of June. On 9th June Monday (payday) I went into my Bella Vegas Casino account then I met support agent Steven to ask when about they gonna process my winnings. But Steven told me I have duplicate accounts so,they don't gonna send my winnings of 100 euro. I had explained everything politely that my previous account has been closed as per my request because of wrong email address. After 30 minutes live chat conversations he had requested to email them details to review with higher management. I had sent then details incident but my explanations did n't make them understand the whole matter. My winnings came from after made deposit and deposit combined bonuses which was not from any free chip. But still now refusing to pay my winnings which is completely unfair and harsh decision with me. Please dear ASKGAMBLERS, help me where I am completely unable to make them understand the true facts. My winnings 100 euro I managed to win after my deposit not from any free chip.Here I have attached some evidences to make the matter clear. Thank you.
Today I have received another feedback concerning my withdrew which clearly proved that they are liar and don't have the guts to reply into complaint section. They know very well,they caught doing cheating with me so they don't want to discuss these issue into forum like a thief never willing to go court. Here is sending their email.......
Jun 13 at 9:01 PM
Liam here from Jupiter Club and I do hope this email finds you well.
We are truly sorry that you feel this way Fetalur but the terms of the casino are clear - any winnings from a free money bonus or winnings after the claim of numerous bonus claims, which is the case on your account, can be voided at the discretion of the casino.
If you would like to see the record to which we refer in order to make these decisions, please refer you to "PlayBack" option which can be found under your "My Account" option when you're logged into the casino.
Don't forget you can also claim 2 X 50% matches using the code "FRIDAYS" - awesome time to play today!
Grand Prive Casino Host
Dear @Fetalur, Any update considering your complaint?
Thank you dear AskGamblers,at least you asked me any progression about my complain! Indeed, they now completely ignoring my correspondences where they don't intend to refund my deposits also. Atleast, they should refund my deposits I made there where I didn't loose. Please help me if you can take the proper actions.
Bella Vegas Casino complaints
- 3 of 6 resolved
- 2 days avg response
- 5 days avg complaint life
- 46 USD avg amount
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