BBCasino - Player’s winnings have been confiscated.

Have had to refer to gambling commission and also hire a private lawyer to now document all screenshots I have against this casino to take them to court. They have suspended/closed account following the attached email, of which none I done. Luckily I screenshotted all my history etc etc when I first realised they weren’t paying a few days after my original withdrawal request. Luckily I have the funds to take this further, but I feel for those who don’t that have had the exact same problem with this casino before me! I chased this for the last few weeks now, as they kept rejecting documents then accepting and asking for more etc then marking it as verified then changed again to unverified and would not come back to me - and now I know the whole time while they were clearly working out a way not to pay. They would ignore all emails and cut me off on live chat after waiting nearly an hour a time to be connected. I’m not bothered at this point about the £500. I just don’t want this casino company (inc BBCasino) to continue doing this to so many players . The ‘ask gamblers’ page have actually black listed them due to this problem so many times before! It is the first time I played at this BBcasino and I played the sweet bonanza live game and won, FAIRLY AND LEGALLY. Having spoke to people now regarding this casino, I was advised it is likely they will try get out of paying me and they will eventually send an email stating I broke some kind of terms and conditions and low and behold today I have received exactly that.

Dear kjocie09,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if you had any other game sessions previously and withdrew any winnings? Have you accumulated your winnings with or without an active bonus? Which games you’ve been playing (live games, slots, or multiplayer)? 

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

in replay to the casino - Yes an accusation that is completely wrong! You have just decided that you don’t want to pay and so aren’t paying for no reason! I won the money fair and square and you have not, nor can you, provide any proof that I play any wrong way! What even is irregular play!!! I play no differently with your casino than any other casino and never have I had a problem in 12 years of playing!! You’re just not paying for no reason at all and I have had professional advice that they agree!

No, it is my first time playing at BBCasino. It was my first deposit with this casino. I didn’t receive any ‘deposit bonus spins’ as I was told I was which is what first drew me to signing up with the casino. I had no bonus at all. I have never previously withdrawn from BBcasino this was my first time! And i played the live games which is impossible for players to ‘play irregularly’ when it is literally just betting on a live result?! I just guessed like I always have done. I could have withdrawn more because my balance at one point was closer to £600, but I played some and withdrew some for ‘smarter gambling’. I have always followed the rules when gambling! Then I only deposited what I wanted to play following and the casino happily took my money of which I lost. That didn’t cause me to make a complaint just because I didn’t want the casino having my money. Fair is fair!!

Thank you, kjocie09, for your reply. Could you please clarify if by "live games" you meant live casino games (Blackjack, Roulette...) or live sports (sports betting)?

Live casino games, thanks!

Thank you very much, kjocie09, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello kjocie09, 

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BB Casino to join the conversation and participate in the resolution of this complaint.

Dear BB Casino,

Can you please clarify the reason for confiscating the player's winnings? Please provide any relevant supporting evidence to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

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 kjocie09, 

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. 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 might 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.

In the meantime, I recommend you contact the eCOGRA– an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the United Kingdom Gambling Commission itself (https://www.gamblingcommission.gov.uk/public-and-players/guide/page/how-to-complain). Please let me know how the ADR responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam