Bao Casino - Player's account was blocked.

you guys wont believe my case with this casino, I was their loyalty customers for couple of years. I was deposited and lose a lot of money and they treat me very well. But then one day when I hit the jackpot and won over 40k Euro then they made me waiting 3 days said they are processing it, then they ask me to submitted Proof of Address which is very ridiculos, because within 2 years playing I have made a lot of cash out without any KYC required because I was fully verify my ID and etc when I open the account and they have approved it already. Now when I won 40k Euro they asked me to provide proof of Address. So I went to my file I sent them an electric bill but turned out I was misclick and sent them the wrong document so I told them to ignore it and let me resend the right documents. They immediately closed my account saying there was fraud on my account and all the winning will be removed ? I was like wtf? is this really a reason to steal my winning like that? I have sent them many email again and again explaining that I sent wrong document and please let me fix the problem but they keep ignoring and saying I was send them a fake document and for that they believe it is fraud and close my account and removed all the winning! What a scamming casino

Dear baodo1996,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bao Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly you were accused of fraud due to sending the wrong documents to the casino?

Could you please explain what was the nature of the documents you send to the casino by mistake?

Did you achieve your winnings with the help of a casino bonus or a promotion? 

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

Hello Tomas,

I am not understand that my account can be put at fraud if I provided wrong documents. They asking me to submit my Proof of Address but I misclick with different pictures and whatever it is I believe I still have the right to prove myself. But in this case, casino just trying to avoiding pay my winning. They didn't let me have a second chance to fix my action then immediately removed my account and blocked all of my winning like a scammer like that. I have not achieve my winning with any bonus or promotion, I was deposited and played from my own funds as always.

They have treated me very well before and I even have a special VIP support for my own. We were very friendly and everything were very good until I hit a big win and everything changed immediately. They throw me on the bus without even care about anything. I was turn from happy for a big win into tired of those stresses and then sadly when they decided to scammed over me like that. Everyone can make a mistake but just for a failure of submitting documents and caused them to losing everything like that I would say this casino is totally 100% red flag and scammed. Imagine if I dont have a big balance on account and they asking me to providing my Proof of Address then I sent them wrong documents??? They will tell me it is wrong and will wait until I can submit the correct document. Not like immediately shut off account and said there is a fraud on my account and not listen anything from their customers like that. That was totally a scammed business

I understand this is frustrating, for you.

Could you please send me the communication between you and the casino about the incident?

My email is tomas@casino.guru

I'll await your reply.

I have sent the pdf chat transcript

Thanks for your email.

Do I understand correctly the issue with the casino occurred in October 2020?

yes! because I didn't know I could report them this way. That why I didnt do anything until now

I apologize, baodo1996, but we regret to inform you that we cannot assist you with your request. As it has been almost three years since the incident took place, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.

Due to this reason, the complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.