The player from Germany was frustrated with Bacanaplay, as he had reached a deposit limit across multiple providers. After deciding to close his account and request a refund, he encountered significant difficulties in contacting customer support and could not reach anyone. The Complaints Team communicated with the casino, which confirmed that the player's account had been closed but was unable to assist with the refund of the €190. The player was advised to contact the LUGAS authority directly for further assistance, and the complaint was subsequently closed with no resolution provided by the casino.
BacanaPlay Casino DE - Player seeks assistance with account closure and refund issue.
Amount: ??
BacanaPlay Casino DE
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8.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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2 months ago
Translation
Dear Sir or Madam,
Last Friday, I played at Bacanaplay.
Seven days earlier, I had reached my deposit limit of 200€ at Tipico,
and no further deposits should have been possible.
However, this was not the case, and I had also forgotten about it.
Since I was dissatisfied with the casino, I wanted to close my account and also requested a refund.
On the Bacanaplay website, there is a German phone number which I called as I had not received any response from the casino. However, a hotel in Munich answered the call.
As a contact, Bacanaplay lists kontakt@drückglück.de
(That's how it is written)
The email does not go through, and support@drueckglueck.de gets rejected as spam. Initially, I contacted support@bacanaplay.de and support@bacanaplay.com.
When you log in to Bacanaplay and try to chat with support, you only get a chatbot.
I find this very strange for a casino licensed in Germany.
Could you assist me?
Automatic translation:
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2 months ago
Dear chspe,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BacanaPlay Casino DE.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please share any kind of confirmation about what your deposit limit was set to at the time of the incident?
- Could you please share your attempts to contact the casino via email and live chat? My email is tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
Hello chspe,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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2 months ago
Thanks for your email and your patience. I apologize for not replying sooner.
Could you please advise whether the casino contacted you and replied to your requests for account closure and refund of your deposited funds?
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2 months ago
Translation
Hello Thomas, I have not received an email from Bacanaplay yet.
Nothing has happened.
Greeting,
Chris
Automatic translation:
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1 month ago
Thank you very much, chspe, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 month ago
Hello there,
Thank you chspe for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask BacanaPlay Casino DE for their help in resolving this complaint. We would like to know what we can do to help resolve this issue.
Thank you!
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1 month ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 month ago
Dear chspe, I was in contact with a casino representative and I was provided with excerpts from your communication where you were guided on how to self-exclude your account through the german government-issued OASIS service. Have you used this to self-exclude your account? Thank you in advance!
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1 month ago
Translation
The difference between an OASIS ban and closing your account at this casino is
that you can play in another casino if you want. I don't need an Oasis ban, I want to leave this casino once and for all and this club obviously doesn't want that.
I can't say that something like that is serious. Where is there an online casino where this is not possible
to close the player account?
Why can you deposit there even though the LUGAS limit has been reached?
Why is there an incorrect phone number in the contacts? The reception of a hotel answers.
Why can't you reply to support emails? (rejected as spam)
Edited
Automatic translation:
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4 weeks ago
Thank you for the clarification chspe, the casino representative mentioned that your ability to deposit despite the LUGAS limit was a failure of the LUGAS system as they are the ones managing them. When it comes to the closure of the account I will continue trying to resolve this with the casino representative and will update you about any new developments. Thank you for your patience during this time!
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4 weeks ago
Translation
Hello Peter,
I still insist that Bacanaplay refund the 190€.
Based on my experience with this casino, I see this statement as the error must be with LUGAS
with mixed feelings. Then Bacanaplay should demand the money back from LUGAS if that is the case.
It would be the same with a bank if you had an account limit. It cannot be that the customer
should stand straight.
Greetings,
Chris
Automatic translation:
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3 weeks ago
Dear chspe, the casino representative informed me that your account had been closed. I will request a refund and update about any developments. Thank you for your patience during this time!
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2 weeks ago
Dear chspe, the casino representative has stopped responding to my inquiries. I will give the casino an additional 7 days to respond otherwise I will be forced to close this complaint as unresolved. Thank your patience during this time!
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1 week ago
Dear chspe, unfortunately the casino representative is unable to provide assistance with the refund of the amount over your deposit limit and has advised to contact LUGAS directly which you can do through the following link: (https://www.gluecksspiel-behoerde.de/de/fuer-spielende/beschwerden-verstoss-melden)
With the issue of the closing of the account being resolved, I will close your complaint. I am sorry I can't be of more help and I wish you good luck with contacting of the regulator. Kind regards,
Peter
