Wild Vegas Casino - Se ha rechazado la solicitud del jugador de retirar sus ganancias del bono sin depósito.

I have made the rollover of the "WILDTIME" bonus which was $ 60 without a deposit (bet $ 1800), but now I cannot withdraw the money because in Spain it is forbidden to exchange the bonus without a deposit without having made any prior deposit.

He hecho el rollover del bono "WILDTIME" que eran 60 $ sin deposito (aposte 1800 $ ) , pero ahora no puedo sacar el dinero por que en españa esta prohibido canjear el bono sin deposito sin haber hecho ningun deposito previo.

Dear Isaac,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked promotional terms and conditions, and this is what I found https://www.wildvegascasino.com/terms-conditions.php:

"Country Based Restrictions

Based on your country of residence, restrictions apply to playing at the Casino, the use of bonuses, redemption of free chips and/or deposits via credit card. We retain the right to lift these restrictions on an individual basis. Carefully go through the constraints that may apply. You may view all country restrictions in this PDF document or you can download it in MS Word format to check your status.

You can contact us in order to appeal for any country-based restriction(s). The Casino shall assess your account and make the final call based on your case."

I would like to emphasize, that according to our fair gambling codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses, we believe that casinos should only give bonuses to players who are allowed to get them according to the Bonus T&Cs. And if the casino makes the mistake of granting a bonus to a player who shouldn't have received it, the casino shouldn't take it away from them. Instead, the casino should accept that it was their mistake and pay out the winnings to the player.

Isaac, could you please clarify what is your country of residence, since you have filed this complaint as a player from the United States, but in your comments, you stated Spain. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela, I did the following:

I saw an offer for a no deposit bonus code for new players that was "WILDTIME" at casino guru for Wild Vegas Casino. I received the $ 60 bonus, and I was lucky to do the rollover which consisted of betting $ 1800.

Get the maximum profit allowed which is $ 100 with a lot of effort and many hours of dedication.

I think that if you let me exchange the voucher code at the cashier, in theory it should be valid for my country.

So I think that because of the bonus itself, it is because after talking to an administrator of the aforementioned casino, he showed me the terms and conditions of the casino and he told me that I could not redeem the winnings given my country of origin and I saw that It was true (in theory) because in the list of countries I saw that in Spain it put "No" in the column to exchange bonus without deposit.

I saw two key points in the terms and conditions, which are the one I mentioned above, to which the following must be added:

"You can contact us to appeal for any country-based restrictions. The Casino will evaluate your account and make the last call as appropriate."

So in theory appealing to the casino there is a possibility that although there is a restriction to redeem the bonus in my country, the casino has the last word.

And the other key point I saw is the following:

"Players from certain countries cannot withdraw money from free chip offers if they have not previously deposited. These players can participate in free chips for fun only."

This point can be interpreted in two ways as I think. It is in favor of the player and in favor of the casino because it is not specified clearly enough.

1st (In favor of the casino): That if I have not made a deposit before redeeming the bonus, I cannot redeem the winnings of the bonus without deposit and therefore the free chips are only for entertainment purposes.

2nd (In favor of the player): That if I have not yet made a previous deposit, I can still do it and redeem the winnings of the bonus without deposit and therefore the free chips can be redeemed and are not just for fun purposes.

On the basis that you have to be very lucky to profit from this bonus, there is someone here who has clearly been wrong in the sense that, if he could not profit from the bonus, at least before clearly warning the player that In your country there is a possibility that you cannot redeem the winnings of the bonus without deposit. Because as I mentioned, it takes a lot of effort and dedication to be able to profit from the bonus and hope in vain to at least get some benefit from this time spent to get some benefit. Because if it's for fun, all casinos have free chips to try their casino games before without investing real money ... And if it runs out, those free chips are re-entered.

This is a personal opinion: I think they don't lose much when it comes to giving that bonus money without deposit because they would attract many customers from different countries and that players see from the beginning without entering real money that they are legal casinos and pay their clients what they have "worked".

Answering the question he asked me about the country of origin: Yes, I am from Spain.

I tell you all this because I am annoyed at being deluded in vain when I could have been warned from the beginning without wasting time.

I am also dedicated to informing on the internet about how casinos behave and advising people whether they can trust a casino or not.

It's not really about the money, it's the least of it. But since I have achieved something that I consider very difficult and as it is written in the terms and conditions of the casino, I consider that there could be the possibility of appealing in favor of the player.

I like to fight for what is mine, and I defend my reason with arguments. I think you could help me with this and I would really appreciate it from me.

Thank you very much, greetings.

Hola Petronela , hice lo siguiente :

Vi una oferta de un codigo de bono sin deposito para nuevos jugadores que era "WILDTIME" en casino guru para Wild Vegas Casino. Recibi el bono de 60 $ , y tuve la suerte de hacer el rollover que consistia en apostar 1800 $.

Saque la maxima ganancia permitida que son 100 $ con muchisimo esfuerzo y muchas horas de dedicacion.

Creo que si me deja canjear el codigo de bono en el cajero , en teoria deberia ser valido para mi pais.

Asi que creo que por el bono en si no es , es por que despues de hablar con un administrador del casino mencionado , me enseño los terminos y condiciones del casino y me dijo que no podia canjear las ganancias dado mi pais de procedencia y vi que era cierto (en teoria) porque en la lista de paises vi que en españa ponia "No" en la columna de canjear bono sin deposito.

Vi en los terminos y condiciones dos puntos claves que son el que les he mencionado anteriormente al que hay que añadir lo siguiente :

"Puede contactarnos para apelar por cualquier restricción basada en el país. El Casino evaluará su cuenta y hará la última llamada según su caso"

Osea que en teoria apelando al casino existe una posibilidad de que aunque haya una restriccion para canjear el bono en mi pais , el casino tenga la ultima palabra.

Y el otro punto clave que vi es el siguiente :

"Los jugadores de ciertos países no pueden retirar dinero de las ofertas de fichas gratis si no han depositado previamente. Estos jugadores pueden participar de dichas fichas gratis solo con fines de diversión"

Este punto se puede interpretar de dos maneras tal y como pienso yo. Es a favor del jugador y a favor del casino por que no se especifica con suficiente claridad.

1º (A favor del casino) : Que si yo no he hecho un deposito antes de canjear el bono , no puedo canjear las ganancias del bono sin deposito y por lo tanto las fichas gratis son solo con fines de diversion.

2º (A favor del jugador) : Que si todavia no he hecho un deposito previo , puedo hacerlo todavia y canjear las ganancias del bono sin deposito y por lo tanto las fichas gratis se puede canjear y no son solo con fines de diversion.

Partiendo de la base , de que hay que tener mucha suerte para sacar ganancias de este bono , hay alguien aqui que se ha equivocado claramente en el aspecto de que , si no pudiera sacar beneficio del bono , al menos antes advertir claramente al jugador de que en su pais existe la posibilidad de que no pueda canjear las ganancias del bono sin deposito. Porque como les comente , cuesta mucho esfuerzo y dedicacion para poder sacar ganancias del bono y ilusionarte en vano de al menos sacar algun provecho de este tiempo dedicado a poder sacar algun beneficio. Por que si es por diversion , todos los casinos tienen fichas gratis para probar antes sus juegos de casino sin invertir dinero real...Y si se agota , se les vuelve a ingresar esas fichas gratis.

Esto es una opinion personal : Creo que no pierden mucho a la hora de dar ese dinero del bono sin deposito por que atraerian muchos clientes de diferentes paises y que los jugadores vean desde un principio sin ingresar dinero real que son casinos legales y pagan a sus clientes lo que ellos se han "currado" .

Respondiendole a la pregunta que me hizo del pais de procedencia : Si , soy de españa.

Les digo todo esto porque estoy molesto por ilusionarme en vano cuando se me podria haber advertido desde un principio sin perder el tiempo.

Tambien me dedico a informar en internet acerca de que tal se comportan los casinos y advertir a la gente de si pueden confiar en un casino o no.

Realmente no es por el dinero , es lo de menos . Pero ya que he conseguido una cosa que considero muy dificil y tal y como esta escrito en los terminos y condiciones del casino , considero que podria existir la posibilidad de apelar a favor del jugador.

Me gusta luchar por lo que es mio , y defiendo mi razon con argumentos. Creo que me podrian ayudar con esto y se lo agradeceria mucho por mi parte.

Muchas gracias , saludos.

Since it appears to me, that you are from United States, I would like to ask you, if you have used VPN (Virtual Private Network) to alter your location? I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. I will be waiting for your reply patiently. 

No, I am not from the US and I have not used a VPN. Ok, it's already configured. I left the USA by default, but I have already put my country in my profile.

I sent Wild Vegas a message saying if you could claim the no deposit bonus money and this was your response:

Amira *** (Support Center)

Nov 13, 2020, 8:33 AM GMT + 1

Hello Isaac,

Thank you for contacting to us. Hope you are well.

We're sorry but, our system shows that your last transaction was a free chip.

Please keep in mind that the casino rules do not allow multiple free chips in a row and for this reason you will need to deposit before we can offer you another. However, if you'd like to make a deposit of $ 30 or more, I can offer you some great deposit bonuses!

Would you like to make a deposit now?

Thank you so much for playing Wild Vegas Casino.

Regards,

Amira ***

I mean, from what I understand from the translation, it means that the no deposit bonus was free chips.

And then it says that I can't redeem several no-deposit bonuses in a row ... I don't quite understand this ...

Haber, if I register at Wild Vegas Casino, then redeem the bonus without deposit "WILDTIME", what other bonuses prior to this have I redeemed so that they tell me that several bonuses without deposit can not be exchanged in a row? It has no logic ...

No , no soy de EEUU y no he usado VPN. Vale , ya esta configurado . Me salia EEUU por defecto , pero ya he puesto mi pais en mi perfil.

Envie un mensaje a Wild Vegas diciendo si podia reclamar el dinero del bonus sin deposito y esta fue su respuesta:

Amira ***(Support Center)

Nov 13, 2020, 8:33 AM GMT+1

Hello Isaac,

Thank you for contacting to us. Hope you are well.

We're sorry but, our system shows that your last transaction was a free chip.

Please keep in mind that the casino rules do not allow multiple free chips in a row and for this reason you will need to deposit before we can offer you another. However, if you'd like to make a deposit of $30 or more, I can offer you some great deposit bonuses!

Would you like to make a deposit now?

Thank you so much for playing Wild Vegas Casino.

Regards,

Amira ***

Osea, por lo que entiendo de la traduccion se refiere a que el bono sin deposito eran fichas gratis.

Y despues dice de que no puedo canjear varios bonos sin deposito seguidos...No entiendo muy bien esto...

Haber, si yo me registro en Wild Vegas Casino , despues canjeo el bono sin deposito "WILDTIME", que otros bonos anteriores a este he canjeado yo para que me digan que no se pueden canjear varios bonos sin deposito seguidos? No tiene logica...

Thank you, Isaac, for your reply. As I mentioned earlier, there are some restrictions for Cash outs from Free Spins bonuses:

Could you please advise which country of residence you’ve submitted when registering your account? Ideally, forward your account details to petronela.k@casino.guru. 

Dear Isaac,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.