Ag Awards

Bella Vegas Casino withdrawal request

Complaint Info
Disputed casino Bella Vegas Casino
Reason Declined payment
Amount $ 150
Posted on July 23, 2014

On 12/10/11 I requested a withdrawal from Bella Vegas. I had to go through 2 playthroughs and I forfeited 2 bonuses. I had close $400 that I could withdraw. I chose to take $370. Out of the $370 I paid $30 for courier services (dhl). I left $22 in the account to play with later. On 12/14/11 I checked my casino account to see if everything was ok and I notice my with withdrawal was $190. I spoke with one of the support staff and he didn't have a clue what was really going on, he even brought up about wiring transfer and wiring was not even one of the options when i was doing the withdrawal. He couldn't explain what had happen to my satisfaction and he told me he would refer this to the casino financial department and I should get a response in 24 hours. I get an email on 12/15/11 saying a check for $120 was being sent to me, should be here in 3-10 business days. I sent them an email to them on 12/15/11 asking them why was I now receiving $120 instead of $190. Today is the 21 of December and I still have not received a reply. If there was something wrong at the time i asked for the withdrawal I should have been told. I went through 3 different support staff and no one really have a clue whats going or they try to tell you something to comfort you. I think this is wrong and I won't be playing there again. I just want to know what happen with my $340

Posted on December 24, 2011

Dear msglo,

Thank you for bringing this matter to our attention. Upon investigation we determined that your winnings were made off of free spins. According to our terms and conditions, the maximum cash-in amount on free spins is $150. For a full explanation of the terms and conditions, please visit http:/­/ww­w.b­etg­ran­dpr­­m/t­erm­s_p­rom­o.htm point 15 beneath General Terms and Conditions for Bonus-Promotions.

In accordance with these terms and conditions, your withdraw of $150 was processed, minus the $30 fee for the issuing and couriering of the check.

I would like to apologize on behalf of the casino for our lack of communication with you regarding this matter, and hope that your query has been answered to your satisfaction.

Should you have any more questions, please don’t hesitate to get in touch.


Bella Vegas Casino

Posted on December 27, 2011

I'm just sorry I wasn't told this while I was making a withdrawal. I have nothing else to say

Posted on December 28, 2011

Sometimes, not rarely, it happends that banks and courier services take fee for transferring the money. Casino Bella Vegas and it's financial department should have warned the player about that, before sendind the withdrawal.  This case is considered as solved, but the warning about the fee stays as lesson and example to the other players.

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