The player from the United Kingdom deposited £400 at Bally casino, made a withdrawal of £6900, and then had her account suspended due to a claim it was linked to a Gamstop account, which she denies. After providing ID documents and confirmation from Gamstop that she is not registered, her winnings were voided without clear explanation, and she only received a refund of her deposits. She asserts she is owed £6500 and seeks resolution.
Bally Casino UK - Player's winnings have been confiscated.
Amount: £6,900
Bally Casino UK
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Case opened
Current status
Waiting for Casino Guru to reply
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Case summary
11 hours ago
Public
Public
17 hours ago
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
Public
Public
11 hours ago
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
Casino Guru is examining the case
