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BREACH OF THE TERMS AND CONDITIONS OF THE VEGAS PLUS CASINO, SPECIFICALLY ARTICLE 7.5

7.5. The minimum amount to make a withdrawal is 300 euros. Withdrawals of earnings and bonuses derived from free bonus money prior to making the initial deposit are limited to a maximum of 150 euros. Any accumulated winnings greater than 150 euros of bonuses prior to making a deposit will be eliminated when the maximum win amount is reached. In order to withdraw the winnings generated from free bonus money prior to the initial deposit, the player must make a successful deposit. Currently, up to € 1,500 in earnings per calendar week can be withdrawn. You can make up to 4 withdrawals per month at no cost. For each additional withdrawal transaction, you will be charged a commission of 60 euros. From time to time we may change the minimum amounts mentioned above at our discretion. In the event that a customer has a pending withdrawal or a withdrawable balance, the deposit limits and / or withdrawal limits cannot be altered.

BASED ON THE ABOVE I SET OUT THE FACTS OF THE SITUATION.

1. REQUEST A WITHDRAWAL ON 05/06/21
2. IT WAS PROCESSED ON 05/09/21, LEAVING A POSITIVE BALANCE IN MY ACCOUNT OF 1,500 READY TO REQUEST A NEW WITHDRAWAL
3. ART 7.5 OF THE TC SAYS THAT YOU CAN MAKE WITHDRAWALS PER NATURAL WEEK, WELL AS THAT WEEK HAVING TRANSACTIONED, THE SYSTEM DOES NOT LET ME MAKE THE REQUEST FOR WITHDRAWAL, WITH WHICH THEY ARE BREACHING THEIR OWN TC AS FOR WITHDRAWALS

FOR ALL THE COMMENTS ABOVE, the casino is requested to comply with its own terms and to request the withdrawal of 1,500 euros.

INCUMPLIMIENTO DE LOS TERMINOS Y CONDICIONES DEL CASINO VEGAS PLUS CONCRETAMENTE EL ARTICULO 7.5

7.5. La cantidad mínima para realizar una retirada es de 300 euros. Las retiradas de ganancias y bonificaciones derivadas de dinero de bonificaciones gratuitas anteriores a la realización del depósito inicial están limitadas a un máximo de 150 euros. Cualquier ganancia acumulada superior a 150 euros de bonificaciones anteriores a la realización de un depósito se eliminará cuando se alcance la cantidad de ganancia máxima. Para poder retirar las ganancias generadas a partir de dinero de bonificaciones gratuitas anteriores a la realización del depósito inicial, el jugador debe realizar correctamente un depósito. Actualmente, pueden retirarse hasta 1500 euros en ganancias por semana natural. Puedes hacer hasta 4 retiradas al mes sin costes. Por cada transacción de retirada adicional, se te cobrará una comisión de 60 euros. Es posible que modifiquemos ocasionalmente los importes mínimos arriba mencionados a nuestra discreción. En caso de que un cliente tenga una retirada pendiente o un saldo retirable, los límites de depósito y/o los límites de retirada no se pueden alterar.

EN BASE A LO ANTERIOR EXPONGO LOS HECHOS DE LA SITUACION.

1. SOLICITE UN RETIRO EL 06/05/21
2. SE PROCESO EL 09/05/21, QUEDANDO UN SALDO POSITIVO EN MI CUENTA DE 1.500 LISTO PARA SOLICITAR UNA NUEVA RETIRADA
3. EL ART 7.5 DE LOS TC DICE QUE SE PUEDEN HACER RETIRADAS POR SEMANA NATURAL, BIEN PUES HABIENDO TRASNCURRIDO ESA SEMANA EL SISTEMA NO ME DEJA REALIZAR LA SOLICITUD DE RETIRADA, CON LO CUAL ESTAN INCUMPLIENDO SUS PROPIOS TC EN CUANTO A RETIRADAS

POR TODO LO COMENTADO ANTERIORMENTE, se solicita al casino que se cumpla sus propios terminos y deje solicitar el retiro de 1.500 euros.

Dear ANTONIO,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, we cannot help you in this case, because withdrawal limits are managed by the casino exclusively, and we don’t have the competency to change them. There is not much more we could do if the casino is paying your winnings out in installments.

Please let me know if I have overlooked something or misunderstood the issue, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

Best regards,

Kristina

We received this email from AMS2012:

"THE COMPLAINT WILL BE: THE PLAYER IS NOT SATISFIED WITH THE EXTENSION IN TIME FOR THE WITHDRAWALS IN BREACH OF ART. 7.5 OF ITS TERMS AND CONDITIONS.

NOTE. the limit is correct because that is how their TC establishes it, 1,500 a week, the problem is that they do not comply precisely that week, with their current system and I explain it better below

Good morning, I do not mean to change the limits of the casino, I mean that the article that I have mentioned is not fulfilled within the established deadlines, of one withdrawal per week and I will give the example again.

REQUEST A WITHDRAWAL ON 05/06/21

IT WAS PROCESSED ON 05/09/21, REMAINING A POSITIVE BALANCE IN MY ACCOUNT OF 1,500 READY TO REQUEST A NEW WITHDRAWAL.

05/16/21 A NEW WITHDRAWAL HAS BEEN REQUESTED

to 05/16/21 STILL NOT PROCESSED

therefore it is evident of a breach of the mentioned article "

We received this email from AMS2012:

"LA QUEJA SERÁ: EL JUGADOR NO ESTÁ SATISFECHO CON LA DILATACIÓN EN EL TIEMPO PARA LOS RETIROS INCUMPLIENDO EL ART.7.5 DE SUSTERMINOS Y CONDICIONES.

NOTA. el límite es correcto porque así lo establecen sus TC, 1.500 a la semana, el problema es que no cumplen precisamente esa semana, con su actual sistema y lo explico mejor a continuación

Buenos Dias, no me refiero a cambiar los límites del casino, me refiero a que el articulo que he mencionado no lo cumplen en los plazos establecidos, de un retiro a la semana y vuelvo a poner el ejemplo.

SOLICITE UN RETIRO EL 06/05/21

SE PROCESO EL 09/05/21, QUEDANDO UN SALDO POSITIVO EN MI CUENTA DE 1.500 LISTO PARA SOLICITAR UNA NUEVA RETIRADA.

16/05/21 SE HA SOLICITADO UN NUEVO RETIRO

a 16/05/21 TODAVIA NO ESTA PROCESADO 

por lo tanto es evidente de un incumplimiento del mencionado articulo"

Thank you for your email, AMS2012. Please understand, it’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This term just means that you can request a new withdrawal each week.

Do I understand correctly that you have already successfully received your first withdrawal?

As I said, the first if the second does not.

Even so that withdrawals are delayed, Article 7.5 the procedure makes it very clear, so I understand that it is not a reason to delay so many days to process a second withdrawal, hence its non-compliance with its TC.

CLARIFY. The issue of non-compliance is in reference to the term stipulated by their own TC and then does not conform to what is stipulated in the contractual relationship when the TC are accepted and which are binding and mandatory for both parties. Not to the amount since their TC makes it very clear 1,500 per week, just as this is strictly complied with in the opposite sense, Article 7.5 is questionable its compliance by the casino

Como he dicho, el primero si el segundo no.

Aun así que los retiros se demoren, el Art 7.5 el procedimiento lo deja muy claro, por lo que entiendo que no es motivo para dilatar en el tiempo tantos dias para procesar un segundo retiro, de ahí su incumplimiento de sus TC.

ACLARO. el tema del incumplimiento es en referencia al plazo que estipula sus propios TC y después no se ajusta a lo estipulado en la relación contractual cuando se aceptan los TC y que son vinculantes y de obligado cumplimiento para las dos partes. No a la cantidad ya que sus TC lo deja muy claro 1.500 por semana, al igual que esto lo cumplen a rajatabla en sensu contrario el Art. 7.5 es cuestionable su cumplimiento por parte del casino

We received this email from AMS2012:

"I CLARIFY THE FOLLOWING CONTRIBUTION:

REQUEST A WITHDRAWAL ON 05/06/21

IT WAS PROCESSED ON 05/09/21, REMAINING A POSITIVE BALANCE IN MY ACCOUNT OF 1,500 READY TO REQUEST A NEW WITHDRAWAL.

THE SYSTEM HAS NOT ALLOWED TO REQUEST A WITHDRAWAL UNTIL 05/16/21

as of 05/19/21 STILL NOT PROCESSED

Therefore between 09 and 19 more than 7 days have passed. (One week according to their TC)

Another issue WITHDRAWALS IN 24 HOURS in this case they have taken 72 hours and without processing

THE TRAP COUNT 8 HOURS OF WORK PER DAY what they do 3 days. "

We received this email from AMS2012:

"ACLARO LA SIGUIENTE APORTACIÓN:

SOLICITE UN RETIRO EL 06/05/21

SE PROCESO EL 09/05/21, QUEDANDO UN SALDO POSITIVO EN MI CUENTA DE 1.500 LISTO PARA SOLICITAR UNA NUEVA RETIRADA.

EL SISTEMA NO HA DEJADO SOLICITAR UN RETIRO HASTA EL 16/05/21

a 19/05/21 TODAVIA NO ESTA PROCESADO

Por lo tanto entre el 09 y el 19 han pasado más de 7 dias. (Una semana según sus TC)

Otra cuestión RETIROS EN 24 HORAS en este caso han tardado 72 horas y sin procesar

LA TRAMPA CUENTAN 8 HORAS DE TRABAJO POR DÍA lo que hacen 3 dias."

AMS2012, please understand we cannot punish the casino for their withdrawal limit as long as you are being successfully paid out. Also, I would like to point out, that it can take a few days to complete the withdrawal and we usually advise players to wait at least 14 days.

If you don' receive your second withdrawal within this time frame, please let us know and we will intervene.

Lastly, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails to all our available email addresses. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place.

I see that you have already managed to respond to the complaint, but in case you won't be able to do so in the future, please send emails to my email address kristina.s@casino.guru only.

Thank you for understanding and your cooperation in this matter is highly appreciated.

We received this email from AMS2012:

"The reason for sending emails is that I cannot answer through the direct thread. I wanted to clarify that you did not send emails to all addresses, I have sent them to the general mailbox and with a copy to you.

With all due respect, the terms and conditions is a binding document for all parties, so the casino has to comply with them or, failing that, change them.

Unfortunately I cannot agree, since 14 days are not provided in your TC, if this part does not meet your TC, they would close my account and confiscate the winnings or in other words, by way of example, if the bet The maximum allowed with bonuses is 5 euros, and I make it 6 euros (I am in breach), so the casino would hide behind its Tc, to act.

Anyway, make the complaint in A ***, (they did not put as many problems as you), the casino reacted immediately and gave the payment order

So this claim can be closed with a score of 0 points towards GURU casino, for not knowing how to handle this complaint "

We received this email from AMS2012:

"El motivo de enviar emails, es que no puedo contestar a través del hilo directo. Quería aclarar que no mandó emails a todas las direcciones, los he mandado al buzón general y con copia a usted.

Con todos mis respetos, los términos y condiciones es un documento vinculante para todas las partes, por lo que el casino los tiene que cumplir o en su defecto cambiarlos.

Lamentablemente no puedo estar de acuerdo, ya que 14 dias, no están provistos en su TC, si esta parte no cumple con sus TC, me cerrarian la cuenta y confiscarian las ganancias o dicho de otro modo, a modo de ejemplo, si la apuesta máxima permitida con bonos es de 5 euros, y yo la hago de 6 euros (estoy incumpliendo), por lo que el casino se escudaria en sus Tc, para actuar.

De todas formas realice la queja en A***, (no pusieron tantas pegas como ustedes), el casino reaccionó de inmediato y dio la orden de pago

Por lo que se puede cerrar este reclamo con una puntuación de 0 puntos hacia casino GURU, por no saber manejar esta queja"

I am truly sorry you feel this way and that we couldn't help you in accordance with your expectations, but please understand we have our own procedures for dealing with complaints from players. I am closing this complaint as per your explicit request, and I wish you the best of luck with receiving your second withdrawal.