In early December 2017 I joined BoVegas casino. After depositing several times and losing I finally won a considerable amount of $1,791 (with bonus removed). After meeting the playthrough requirements I submitted my documents for account verification. My account was verified.
I requested a withdrawal for $1,900 on December 11th. Casino mgmt removed the bonus (108.75) and then cancelled the withdrawal on Dec 19 while only approving $250 for withdrawal. The casino informed me that the $250 would be placed back on my credit card which I used to deposit. Ok, no problem there since it's stated in the T&Cs.
The first installment of $250 was paid to my credit card in the following manner: Dec 22nd $50. Dec 26 $50. Dec 29th 3x$50
After receiving the funds back to my credit card I requested another withdrawal for the remaining balance of $1,600 on Dec 20th. This was declined by mgmt on Dec 28th and they approved only $250 which was wired to my bank account on Jan 2.
Another withdrawal was requested in the amount of $1,400 on Dec 28th which was again cancelled on Jan 9th but only $250 was approved. This $250 arrived in my bank account on Jan 12th. Then on Jan 9th I requested another withdrawal with the remaining balance of $1,400 which I cancelled and decided to play more. Continuing to place bets, I won a substantial more amount of money. On Jan 13th I requested a withdrawal for $1,751 which was declined on Jan 22 but the casino approved $250 for a wire which was received Jan 25th.
Please keep in mind that during the time in between the withdrawal request and being paid out I was continuing to place bets and played slots. Since I originally won around 1,900 in early December I have continued to wager and play slots. In fact, I actually ended up winning a couple thousand more!
On Jan 22nd I requested another withdrawal in the amount of $1,751 which was declined by mgmt. I received an email saying that the withdrawal was cancelled due to no bets and gaming activity taking place in the last 30 days in according with the following section of the T&Cs
10.1.5. If player’s account remains inactive (i.e. no bets placed, no deposit made, etc.) for 30 or more days’ period, we reserve the right to deny any pending withdrawals in place. Following 30 days of uninterrupted inactivity, you will be reminded of the above stated. The short email will be sent to email address provided within your personal cabinet.
I have remained active throughout my withdrawal process and continued to place bets nearly every day. It turns out that I ended up winning a couple thousand more so I continued playing to satisfy the requirement to stay an active player.
It appears that BoVegas considered me inactive since I had not deposited in over 30 days.
I have 2 issues here. First, the T&Cs are vague and open to interpretation and potentially unfair.
10.2.3. Casino reserves the right to send the winnings in installments. Player class influences installment amount as well as time frames of processing a withdrawal request. Player class is mainly determined by depositing/gaming activity of the player.
I have previously asked BoVegas mgmt to provide clarification on 10.2.3. No where in the T&Cs does the casino list the different player classes - How many different player classes are there? What is required to achieve each level? How much depositing/gaming activity is needed to improve the player class?
Somehow the casino decided that my installment amount would be $250 yet despite continuing to wager thousands, my player class has not changed?
Second issue relates to section 10.1.5. If player’s account remains inactive (i.e. no bets placed, no deposit made, etc.) for 30 or more days’ period, we reserve the right to deny any pending withdrawals in place. I have continued to place bets, thousands of dollars, over the course of Dec and Jan. The casino will probably say that I haven't had any deposit activity in 30 days. Well that's right, I haven't because I won thousands of dollars that I am waiting for YOU to payout. I kept a small amount of money in my playable balance to keep wagering and keep my account "active".
Before posting this complaint I was in contact with BoVegas mgmt and asked them to clarify how I can improve my player class. I asked for specifics on the amount of deposit needed and at what frequency to improve my player class. No specifics were provided. It seems odd that the casino would require me to deposit again to receive my winnings? If I were to make another deposit, with my pending withdrawal, wouldn't the casino just reduce my bank wire withdrawal amount and return the deposited money to my card? Seems futile to make another deposit when the casino will just return it to the credit card since I have pending withdrawals...
To date the casino has paid out $1,000 (250 to depositing credit card, and 3x250 bank wires). There is still roughly 1,500 in playable balance along with a pending withdrawal request for 2,000. Total amount due is 3,500.
I respectfully request BoVegas payout my pending 2,000 withdrawal and remaining 1,500 playable balance in a timely fashion. Furthermore, the casino should provide further clarification on player classes and clearly indicate what exactly is needed to improve the player class.
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