BoVegas Casino - Stalling on ID Verification by Finance Dept

This morning at 8:00 a.m. - I received notification via email that my account had been fully set for withdrawals. It is now verified and I was able to go on their site and request a withdrawal, so not out of the woods yet; The timeframe for aprpoval of withdrawals is up too 7 days and then 48 hrs to send out Bitcoin to my wallet. Still a waiting game at this point but inching closer to the finish. I will keep you updated as I know more. Thanks again!

Dear BoVegas Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hello,

Please be kindly advised that due to big work load caused by amount of players which needs to be verified we state the time period in our T&C in which we are able to check the player documents (it is 3-4 business days). As per information from casino representative his documents were checked within stated time period, unfortunately some of the information required for verification was missing which caused a delay in verification procedure since the customer was sending missing documentation. As for the pending withdrawal there is a Time period of 7 business days within which his payment will be reviewed and approved as per casino T&C.

Sincerely,
Bovegas Casino

No this is not completed yet as I'm still waiting for my withdrawal. I completed the request for withdrawal on the 23rd and haven't heard anything back on whether it's been approved or when it will be sent to my bitcoin wallet, etc. I hope this gets completed soon so then we can close this case. I have more to elaborate on shortly in regards to more concerns I have. More to follow -

I received an email from BoVegas's Finance Dept yesterday stating that I will be only receiving $125.00 out of my $1700.00 - I won because they are "Claiming" I won with a "No Deposit $50.00" coupon and the rest of my winnings were voided.

This is a false accusation and I won with my own funds.

These are the Facts: I won the money with my own deposited funds and I'm beyond disgusted with this accusation and voiding of my winnings and it makes me sick to my stomach.
Fact: I did sign up with this "No Deposit Bonus" and played through the 50x requirement and the fund type changed from "Bonus" to "Regular" well before I made my deposit. They are trying to attach my bonus that was wagered through and closed out to my deposit saying that I needed to make that deposit to be able to withdraw my winnings, which is false!!! This was a "NO DEPOSIT BONUS" therefore per their own T & C stated on their site and every other site known online - a Deposit is not necessary to withdraw said winnings as indicated on their sites T&C (T&C provided below).
My deposit I made to my account cannot NOT be tied to my closed out sign up bonus and therefore is illegal and against the law and as stated above a "No Deposit Bonus" is exactly that = NO DEPOSIT NEEDED and they need to pay me the rest of what I'm owed which is $1575.00. This is highly illegal not to mention bad business practices and therefore needs to get corrected right away. It's bad enough the drawn-out process for their account verification that took them over 18 days to complete; only after I informed them of me filing this complaint the next day my account was miraculously verified (Imagine That) and I was able to finally put my request in for my FULL amount of withdrawal $1700.00.
No mention of this No Deposit Bonus EVER in all the numerous conversations I had with several casino staffers -- this bonus only came into play day of payout when finance person (Mark) conversed with Miss Alice who i'm sure informed him about me filing complaint with askgamblers and they i'm assuming are irritated with me for voicing concerns about their deceptive practices, so he looked for anyway possible he could to not pay me -- which low and behold he thought he found one in my "closed Sign up bonus" that he is illegally trying to tie to my deposit as they claim I needed to make a deposit to withdraw my winnings. It is disgusting and pathetic the low levels that are being stooped too just to not pay someone their rightfully won money. Never once was this bonus brought up ever in conversation I had with chat support or even the team lead Alice to whom I spoke with via chat -- who by the way actually threatened me by stating this: " Alice (Shift Manager): Also, as much as I appreciate you as our customer, I have to emphasize that using the aforementioned threats as filling complaints to gambling services won't help us resolve the matter sufficiently. In fact, it is a direct violation of our Terms & Conditions – and please, be reminded that you've agreed to abide by our rules upon registration. Consequently, continuously engaging in such actions will eventually affect the withdrawal process and surely won`t help to check the documents faster I am afraid, cause we have to be sure that there are no ongoing claims from player and not resolved issues on account  :( I don`t wants that for you and we don`t want to take more time  for approving your account for payouts, so I`d kindly ask you to refrain from taking such actions and allow us some more time according to the timeframes to approve your documentation"

In this statement she clearly is the one threatening me in an indirect way. Come to find out days later, thanks to email from Mark @ Finance. My withdrawal was affected - they thought they found there in!!!!! Maybe she is a psychic (JK) she was indirectly warning me of what was yet to come.

This needs to STOP! People have a right to be concerned with their inappropriate conduct and practices at BoVegas Casino and therefore we (I) should be able to express any concerns with casino staff without being threatened with our withdrawals or anything for that matter. Heck, they even have it stated on their website in the lower corner "Don't hesitate to contact us".

It is corrupt, underhanded, illegal, immoral, unethical, bad business practices, I could go on and on. I will take ALL appropriate steps necessary to see that I'm paid what I'm owed which is the $1700.00 minus their pathetic attempt at paying me this BS garbage of $125.00 which totals left owed by BoVegas = $1575.00. I will not stop until I am paid out what I am owed. I have attached the closed out bonus screen print, transactional history of when bonus converted/closed out and became regular funding type, along with other pertinent information. I have redated the appropriate parties out for legal reasons.

Also please note my deposit into my account is never shown on my transactional history but is reflected in amounts. I would like you to know that I never seen my account have this $100.00 amount when the account converted over to regular funding type -- on my end it was at a zero balance when I made my deposit as I would of had no reason to make a deposit if I still had money to play with.

I have also attached an email from casino staffer from 4/15 reminding me of my $1000.00 in playable balance just waiting for me to come back and play with -- Man, they really wanted me to spend down those winnings to nothing, didn't they!

In all my years of playing online at different casino's have I ever encountered the unjust tying of winnings to closed out bonuses, drawn out - archaic delayed verification processes in order to favor their outcome of not having to pay out people's winnings. These are unacceptable and unethical business practices to which they need to be held accountable by. There is a standard for business conduct, to which they clearly are incapable of providing to their customers. BoVegas's underhanded, unfair, unrealistic attempts to succeed will ultimately be their demise. It already happened once, i'm certain it will happen again. In the end Karma always wins!!!!

Hello,

Please be kindly advised that the player was informed about bonus limits. On April 10th player with username adussling joined our chat and asked to redeem a no deposit bonus. Customer support agent activated the bonus and explained that this is a no deposit bonus with 50x wagering and maximum cashout limit of $100. Also, agent specified that a deposit will be required in order to cashout winnings from a no deposit bonus (Screenshot of chat conversation you can see in attachment). On April 11th player completed the wagering of bonus and the same day deposited $23 on top of no deposit bonus winnings (see screenshot attached) therefore activated no deposit winnings and made it withdrawable. Using winnings from no deposit bonus player managed to increase balance however bonus limits considered active until winnings withdrawn or balance goes below $0.30.
According to T&C of Bovegas casino 3.1.4. All No Deposit Bonuses are subject to the Wager Requirements and Maximum Withdrawal Limits listed above (unless otherwise stated). 3.1.5. Once a player has met the Wager Requirements and is able to make a withdrawal, any amount that is over the Maximum Withdrawal Limit will be removed from the balance, as the player will not be able to withdraw these funds.
This information is available for player and was explained during Chat conversation upon bonus redeeming.
Therefore $125 ($100 of maximum cashout limit + $25 of player deposit) was approved and rest of the winnings was removed according to the no deposit bonus Terms.
During the whole procedure starting with documents verification and ending in withdrawal approval, we never delayed a player without a strong reason (such as missing information during verification) and all approval steps were made within T&C of the casino.
As of now player received all winnings according to bonus terms.

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that BoVegas Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.