BBBGAME Casino - Player's winnings have been blocked.

Hello, I would like to alert other upcoming players that the BBBgame platform does not pay. It's almost a month since I deposited 10 Brazilian Real, gambled, and won 120. I then tried to withdraw but the transaction was first cancelled, then denied and not returned to either the game account or mine. I have contacted support, but they claim my account is suspected of arbitrary fraud and are still investigating, despite me having proof of the games I bet and won with the money I deposited, all within the platform's terms. I find this to be disheartening and I am waiting for a response from the platform.

Dear viniciusaugusto,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I made my account on the bbbgames platform on 08/03/23 and I won a registration bonus of approximately 2 reais I bet on popular slots and won about 90 then I tried to withdraw but I had to have a minimum deposit of 10 reais then I deposited there I had to bet these 10 reais to release the loot, then I bet the 10 I won about 30 more reais and released the loot plus the pix never landed in the account

https://m.bbbgame.tv/ this is the website and name of the casino

Thank you very much, viniciusaugusto, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you viniciusaugusto for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BBBGAME Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter