The player from Germany had his account blocked and winnings from blackjack cancelled due to an accusation of irregular play. We ended up rejecting the complaint because it was not justified.
bCasino - Player’s account has been blocked and winnings confiscated.
Amount: €26,500
bCasino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
Public
Public
3 years ago
Translation
Dear Community,
Last week I deposited 5400.00 euros at bCasino.
Luck was with me and so I won over 26k at blackjack.
The next day, after the payout, I sent all the necessary documents.
Answer on Thursday, phone verification! Done right in the evening.
Until the day before yesterday, 02/09/21 I received an answer by email. Video verification!
Done that too.
The answer today: I would have manipulated the software, among other things.
I ask for urgent help
the last email from BCasino:
Dear Resul,
Thank you for your patience.
Upon a thorough review of your account and documentation provided, and in line with the Terms and Conditions of our site, we hereby inform you that your withdrawal request has been canceled and account balance voided.
This is in reference to section 19. Prohibited Activity of our General Terms and Conditions and more specifically:
19.2 Participating, or attempting to participate in, promotional abuse, irregular play strategies, and / or other fraudulent, suspicious, or abusive activity.
19.10 Playing in tandem, colluding with other player (s), or pooling of funds to gain unfair advantage over the software, our promotions, and / or other players.
Following the above, your bCasino account has been closed.
Greetings,
Verifications
Automatic translation:
Public
Public
3 years ago
Dear Resul,
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? Is there any chance that you’ve saved your game history before your account got blocked?
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
Public
Public
3 years ago
Thank you very much, Resul, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
Public
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3 years ago
Translation
Hello Petronela,
thanks for your effort.
Result
Automatic translation:
Public
Public
3 years ago
Hi Resul,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite bCasino to the conversation to participate in the resolution of this complaint.
Public
Public
3 years ago
Dear Casino Guru Team,
After reviewing the documentation and other information provided to us by this player, we have sufficient evidence to find that this player is part of a group that is abusing our system.
Therefore, in line with our terms and conditions, we closed and voided the account.
Regards,
bCasino
Public
Public
3 years ago
Translation
An answer that is absolutely insufficient.
I have saved money, deposited at another casino, won a lot and now I am being accused of having a social life (yes, I have friends, family, projects) and apparently there is only one result 100% "Who pays at bCasino , always wins "
Absurd!
I am just wondering whether someone is getting high winnings at all! The system smells like fraud.
Losses are accepted, profits eliminated by AGBS, which are formulated against the player and every situation can be represented in such a way that one has cheated.
Automatic translation:
Public
Public
3 years ago
Dear Resul,
We discussed the issue with the casino by Skype and the casino provided several pieces of evidence indicating that their claims were justified. I'm afraid I can't help you with this one. Your complaint will be rejected. If you disagree with our decision, I recommend you contact the Malta Gaming Authority and submit a complaint to them. I wish I could be of more help.
Best regards,
Peter
