BBRBET Casino - Player reports issues with the casino's website.

Hello, I have many complaints about this casino, such as misleading information, bonus cheating, and non-compliance with its policies.

Dear oscarsamaniego089,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with BBRBET Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?

I will be waiting for your reply.

Best regards,

Veronika

Of course, Veronika, I really only ask God that you as a woman be more frank and neutral with my situation. Look, I am contacting you in the best possible faith and I have conclusive evidence of what I mentioned: videos, screenshots, emails, etc. I find bbrbet to be a casino with quite a few irregularities. I will mention them one by one. I understand that I may not be right about some of them, but I hope for the greatest honesty from you all to see if you can help me.

Look at number-----1, the casino allows you to deposit as many times as you want but only allows you to withdraw once a day, you have leveled up and it allows you to two to three times but I think it is an injustice that I or any player has unlimited deposits and limited withdrawals...

2---- The casino does not indicate at any time or in any clause nor is it public information the characteristics of its bonuses, I have had the worst moments when I have managed to obtain a LOL bonus that they give for accumulating deposits, and surprise when I go to see the requirement it is always different sometimes it says you have to play 100 thousand others 20 thousand but there is no place where it says specifically what amount of rollover is needed to meet for each bonus, adding that it does not specify how much each game reduces you to comply with the bonus, for example they give me a bonus of 400 pesos I get into Aviator I play 300 of that money I collect it in 350 pesos already having 450 but you go to check the unlocking of the bonus and it remains at 0.% I have proof of all this

3------++ A few days ago I bought 2900 into sugar rush in 12 peso spins, then they gave me a free spins bonus with a prize of 5900 pesos. I went to the withdrawal area and it wouldn't let me withdraw, it only let me get my 2900 pesos. I was very upset since in that game I had lost more than 80 thousand without a single success and I contacted the managers and they told me that it was not their fault, that it was Pragmatic Play that restricted my withdrawal until I replayed my winnings, that seemed like something that couldn't be true in the end I had already lost a lot in that sugar rush and I have played it in many casinos and something like that had never happened to me.

And the most important of all my complaints and the reason why I contacted you for the first time, being treated very unfairly, it clearly reflects that they wanted to help me but I already did it as they asked me to do it and I requested that my account be closed through chat, through WhatsApp, with a manager, through telegram with a manager and even with the manager and they only say to leave the account unused for 6 months and it will close itself, I explained to them that I have serious problems with gambling, that they help me close it, that I am unable to achieve on my part not to play, I have proof of all this, your colleagues told me to do it by email and they sent me an email through which they did not even answer me, that is what I want most, help me Veronika, I want to recover some of my money since the time I requested it to be closed for gambling addiction, I have told them until I feel like committing suicide and they only care about money, in fact I have resorted to the worst insults to get it closed but nothing works

Thank you very much for your detailed message and for sharing your concerns so openly. I'm truly sorry to hear about everything you're going through, and I appreciate the trust you've placed in me by reaching out. I understand this situation must be very frustrating and upsetting for you, and I will do my best to address each of your points as clearly and compassionately as possible.

1 - First of all, I understand your frustration regarding the ability to deposit unlimited amounts while being restricted in how often or how much you can withdraw. However, I must point out that setting daily withdrawal limits is within the casino’s rights. These limits often depend on the player's VIP level, and as I’ve checked, they are mentioned in the VIP section of the casino's website.

While I understand this may feel unfair, especially in contrast with unrestricted deposits, unfortunately, we cannot force the casino to increase or change its withdrawal policy. I do hope that the casino will consider implementing more balanced rules in the future, especially for players who have been loyal or who express legitimate concerns like yours.

2 - You're absolutely right that players should always be able to access full and transparent information before accepting any bonus, including details about rollover requirements and how different games contribute to wagering. Please note that bonuses are optional, and accepting one means agreeing to the Bonus Terms, which may differ from one bonus to another. The general Terms and Conditions also state:

8.5. If you choose to accept any of our promotional or bonus offers by entering a bonus code during deposit, you agree to the Bonus Terms and the terms of each specific bonus.

If the Bonus Terms are missing or confusing, I strongly recommend contacting customer support before using the bonus and asking for written confirmation about the rules (e.g., via email or screenshot of the live chat). If you're ever unsure about the terms and don’t get a clear answer, it’s best to avoid using the bonus.

Regarding the Aviator game, it's also worth noting that certain games like crash or live casino games often do not contribute toward wagering at all or only partially. This should always be specified in the bonus terms. If it's not, contact customer support before accepting the bonus and playing with it.

3 - To better understand what happened, could you please clarify: did you purchase a bonus feature in Sugar Rush, or did you make a regular deposit and use it for playing Sugar Rush?

Also, please forward me any communication you had with the casino regarding this issue (emails, chat screenshots, etc.). My email address is [email protected]. It would also help if you could include a screenshot of the withdrawal page that showed only 2900 pesos available, as well as any messages you received from the casino regarding Pragmatic Play's restrictions.

Have you checked that all the bonus terms have been fulfilled before requesting a withdrawal?

4 - This is by far the most serious and sensitive part of your message, and I want you to know that I take it very seriously.

To help us support your complaint effectively, please send me the evidence of your closure requests (chats, emails, WhatsApp or Telegram messages) and the responses you received from the casino. If you haven't already done so, I recommend sending a final closure request to [email protected], which is the email listed in their Responsible Gambling section. Please include that this is due to gambling addiction and request immediate closure of your account.

Dear oscarsamaniego089,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I think it is necessary to touch on two points separately. The first one I would like to clarify is the pragmatic one. I share with you the conversations I had with the staff, including the manager, and with other people in charge, and the answers they gave me. So that you can help me know if it is true that he asks for those things.

Thank you for your response.

Unfortunately, the screenshots you provided do not contain any relevant information that would help us move forward with the resolution of your case.

If you believe your withdrawals were unfairly restricted, could you please clarify whether you purchased a bonus feature in Sugar Rush, or if you were playing with a regular bonus issued by the casino?

Additionally, we have not received any evidence of your communication with the casino regarding a request to close your account due to gambling addiction. Please send any related emails, chat transcripts, or screenshots of these conversations to [email protected]. Without this documentation, we won’t be able to proceed with our investigation.

Thank you for your understanding.

Dear oscarsamaniego089,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

hello

I tell you, I played Sugar Rush with real money and I got a prize of 6000 pesos in the bonus that fell to me alone. I didn't buy it, it fell to me and I wanted to withdraw it and they told me that the game provider blocked my balance because I got a bonus.

Dear oscarsamaniego089,

Thank you for your recent reply and for submitting additional materials.

After thoroughly reviewing all the information and screenshots provided, we must unfortunately conclude that there is not enough clear evidence to support your claims. The materials do not sufficiently demonstrate that your winnings were unfairly restricted and we also did not receive any verifiable proof regarding your alleged self-exclusion request being ignored, despite repeated requests for documentation.

We understand how upsetting this situation must be, especially considering your personal struggles, and we genuinely appreciate the effort you made to explain everything in detail. However, without stronger, more conclusive evidence, we are unable to continue with the complaint process or take further steps on your behalf.

For this reason, we are forced to reject the complaint due to insufficient evidence.

Thank you for your understanding.

Best regards

Veronika