BacanaPlay Casino DE - The player's requesting refund of his deposits.

Bin in allen skill on net casinos gesperrt und in der oasis Datenbank gesperrt dennoch konnte ich mich anmelden und einzahlen ich fordere mein verlorenes Geld zurück da hier massiv gegen das spielerschutzgesetz verstoßen wurde

Hello Heiko004,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BacanaPlay Casino DE. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when are you self excluded in this specific casino group? Did you contact the casino directly regarding the self exclusion? Is your account currently still active?

When was the last time you speak to the casino and what was their respond regarding your exclusion?

Please also note that Oasis has no affect on casino without German license and as this casino does not have one, it is irrelevant.

Looking forward to your answer.

Regards,

Nick

Ich weiß nicht seit wann ich mich in allen skill on net casinos sperren lassen habe, aber ich habe mal versucht ein Konto zu eröffnen und das ging nicht. Ich habe heute von diesem casino diese Email heute erhalten

Hi Heiko,

Thank you for contacting us regarding your refund request. I apologize for the late reply.

I see that this has been escalated to the appropriate department, and as soon as we have an update, you will be notified by email.

Thank you for your patience and cooperation Heiko.

I sincerely apologize for the inconvenience and hearing that you wish to file a complaint. We will do our best to get this done as soon as possible. However, if this is your final decision, you may refer to Section 22 of the Terms and Conditions.

If you have any questions, feel free to contact us again and have a wonderful day.

Can you please forward the communication where it is confirmed that you are excluded in all Skill on net casinos to nikolas.b@casino.guru?

Hab es per Email geschickt

Hello,

Thank you for the e-mail but unfortunately it does not contain any confirmation of your self exclusion. The e-mail contains a guide how to block and self exclude your account and a file to be filled out to do it.

Can you actually forward the e-mail where it is confirmed that you are excluded?

Can you please clarify when did you register into BacanaPlay Casino? Did they specify the reason of refusing the refund of the deposited amount?

Hallo am 12.02.2021 hab ich mich registriert. Ich habe von dem casino nichts mehr gehört

Hallo habe mich am 12.02.2021 registriert. Ich habe von diesem casino nichts mehr gehört

Hello Heiko004,

Based on the above posted screenshot, you got excluded from the group this year but your BanacaPlay account was created in 2021 therefor how could they block you sooner?

Ich habe mich bei allen skill on net casinos sperren lassen, wenn ich einzahlen wollte kam immer das ich eine aktive Sperre habe, warum ich bei bacanaplay.com einzahlen konnte verstehe ich auch nicht, deshalb fordere ich ja mein Geld zurück

How much did you deposit there since 14.6.2022?

20€

Also was ist denn nun, habe das Gefühl das casino guru nicht interessiert ist denn fall zu lösen

Hello Heiko004,

As we would require more information, I would like to ask BacanaPlay Casino DE to join us and help us resolve the player's issue.

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.

We are currently still trying to get in touch with the casino.

I would like to as BacanaPlay Casino DE again to join us and help us resolve the issue.

Hallo BacanaPlay hat mir die 10€ zurück gegeben vielen Dank für eure hilfe

Thank you Heiko004 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick