bCasino - Player's account is blocked after winning from free spins.

Hi , about 5 days ago i got 5 free spins at bcasin0 ,played this free spins and won some money. Contacted agent via support and asking how to withdraw my money and how much need to wager to be able to withdraw , also asked which is max stake per spin, he told me 10% of my bonus that was 1.6eur per spin, i complete wager and want to withdraw my money, they told me that is available 483eur for withdraw, after few minutes he told me that my country is not longer supported and they blocked my account , i contacted support again and they told me to can withdraw my money but can't play anymore, they submit withdrawal for me and today i got reply to i brake the terms and conditions of bonus, but i 100% sure that my max stake per spin not was more than 1,6eurs ,my account is blocked and because of this i did have proofs of game play, but you can ask from casino. Here is the proofs of conversation with agents.

Dear Usmus,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue.

Could you please forward the email you received from the casino about you breaking the bonus rules? Has the casino specified which bonus terms have you breached? You may post the screenshot here, or send it to my email address veronika.l@casino.guru.

Do I understand correctly that you have your gaming history available? If so, please forward it as well.

Could you please confirm that you passed the KYC verification?

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

Best regards

Veronika

My history of playing is not available for me, because my account is blocked. Reason of blocking my account is: My country is not longer supported . Already sent documents for verification and my documents are approved

Still no answer?

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

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

Thank you!

Of course not fair casino,still no answer!

Hello all,

We have looked into this player's account and found the following:

The free spins the player is referring to were 5 Free Spins claimed on 17 September.

After the free spins were played, the player inquired regarding submitting a withdrawal request on 18 September on Live Chat

The agent advised the player of the requirements - documents for account verification and minimal deposit amount needed

The documents were sent by the player, reviewed, and approved on 18 September.

 A withdrawal request was submitted on 18 September as well, without a minimal deposit being made.

This resulted in his account being blocked. 

During the evaluation of his withdrawal request, we also found that the player placed bets larger than 10% of the bonus amount which is also a violation of the Terms and Conditions listed on the promotion.

If anything further is needed, please do not hesitate to ask.

Not true, Bcasino blocked my accout besause my country no longer supported,on the chat i asking to make minimum deposit to can withdraw my money,but my account was blocked and was unable to make minimum deposit. On the chat i asked agent what is the maximum stake per spin,he told me 1.6 eur,my stake per spin was max 1.20e,i have proofs of it,already sent,converstion with agent.

I have checked the casino's terms and conditions and found the following:

Registration is available only to players from certain countries. You may see the list of allowed countries by checking the available in the country drop down on registration. This list may be updated from time to time. In particular, registration is prohibited to users from the following countries: United States of America, Israel, the United Kingdom, Jersey, Guernsey, and Isle of Man. You may not register or use this site if you are located within these countries geographically. If it is found that a player has circumvented this restriction, all balances will be removed and the account closed.

Dear bCasino Team, could you please verify if the player's country is restricted by your casino and therefore the player would be prevented from depositing to your site?

Thank you in advance!

Hello All,

Thank you for your reply.

We have checked the player’s account and can see that no deposit attempts were made or declined.

The payment methods are not blocked on the account.

Various payment methods are available on his account for him to choose from.

If anything further is needed, please do not hesitate to ask.

Payments option is available but my account is not available,they blocked my account due to country restriction but in terms is not restricted and here the converstion with support about it ,and I did not brake any rules of bonus. Casino guru please help

??? Still no reply

Dear bCasino Team, could you please clarify the discrepancy of the restricted countries in your Terms and Conditions and what your customer service has shared with the player?

Thank you in advance!

Hello all,

Please note the player has now submitted a dispute with our MGA-approved ADR, eCogra.

During the course of their investigation, we will be cooperating with them fully.

Once they have reached a conclusion, we will be happy to post it here.

Thank you for the update. We will close this complaint as "waiting for a decision from the regulator" for now, I'd appreciate it if either of the involved parties could update us on the conclusion of the investigation to my email address (peter.c@casino.guru). I am sorry we could not be of more help on this occasion.

Best regards,

Peter