Bally Casino UK - Player's winnings have been confiscated.

On the 26th of September I opened an account with Bally and deposited a total of £400. I made a withdrawal shortly after of £6900. To my surprise I was advised that my account had been suspended due to being linked to an account which had Gamstop on it. I advised the casino this was not possible as I have never registered with Gamstop. I was then asked to provide ID documents which I did, and I also contacted Gamstop who confirmed my details have never been registered with Gamstop. After informing the casino of this and forwarding the emails from Gamstop I was told my account was under review. I also received an email saying my documents did not pass their checks even though an agent confirmed they had. One agent later informed me my winnings had been voided and deposits returned, then told me that this was a mistake and the account was still under review. To my surprise my deposits were actually refunded to my bank and there are no winnings in sight. Bally casino has wrongfully voided my winnings and is not providing an explanation as to why. I am owed £6500 by them and would like this resolved asap

Hello O3nur94,

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

• Did your casino verification begin?
• Were you ever self-excluded in any other online casino?
• Did the casino give you any time frame for the checks?

Please keep in mind that your account is just 2 days old and it definitely takes longer to do such checks - up to 14 days.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

I provided verification documents and was initially told these were fine. Then told they did not pass the checks.

I have never been self excluded from any casino, I have active accounts on other platforms that has never had any issues.

The casino is saying ‘there is no time frame for resolution’ even though I have provided clear evidence from Gamstop that I have never been registered with them

Thank you O3nur94 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello O3nur94,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Bally Casino UK,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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.

Dear O3nur94,

I am trying to reach out to the casino internally, outside of this thread. I will let you know if there are any updates. Your patience is greatly appreciated.

Thank you for the update

Dear O3nur94,

I have been informed by the casino representative that there is an open complaint being dealt with internally, in the casino. Could you give me an update about this, so I know if the issue needs to be pursued further here?

Hi Michal, Bally has finally sent me a deadlock letter, I have now raised this with Ecogra as I believe they are the only ones who will be able to assist. The deadlock letter they provided me proves that the person they claim is on Gamstop is not myself as the name is different but they are refusing to acknowledge that we are different individuals. So I have passed this along with my ID documents to the ADR. I appreciate your assistance in trying to resolve the matter

Dear O3nur94,

Thank you for the update.

I will be now closing the complaint as unresolved until you get an answer the licensing authorities so please if you do, let us know as soon as possible.

Wish you the best of luck in resolving this matter.

Best regards,

Michal V