BetOriginal Casino - Player’s account is closed and funds are confiscated over alleged bonus abuse.

I'm writing to seek your assistance with an issue I encountered at BetOriginal. Recently, while playing on the platform, I won €2,500. However, in the midst of my gameplay, my account was abruptly interrupted and subsequently closed.

Following this, I received a notification citing that my account closure was due to a violation of their terms and conditions, specifically regarding the use of bonuses. They accused me of the following:

"Moving from bets that are placed on high variance outcomes, and after a large win switching to normal variance outcomes with smaller bets with the purpose of clearing Wagering Requirements."

Despite their accusations, I strongly believe I did not engage in any improper use or abuse of their bonuses. To resolve the issue, BetOriginal decided to refund my initial deposit of €300. However, they required me to complete the verification process before processing any withdrawals. I have not been able to do so, despite several attempts to comply, as the operator has been unresponsive to my emails requesting further instructions on submitting my ID.

I am reaching out to Casino Guru for assistance in this matter. I hope you can help me navigate this situation and ensure that my rights as a player are upheld. Thank you for your time and consideration.

Dear foxyroxyyy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetOriginal Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did the casino explain the reason why your verification wasn't completed yet?
• Is there a particular document that is causing issues?
• Is your player profile filled with accurate personal information?
• Could you please specify which bonus you activated and played and describe your gameplay (games played, bet amounts)?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Yes I just played slots normally. Nothing wrong or done against the terms. Email is forwarded

Thank you very much, foxyroxyyy, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello foxyroxyyy,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BetOriginal Casino representative to join this conversation and participate in resolving this complaint.

Dear BetOriginal Casino,

Could you comment on this?

Thank you in advance for providing the information.

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.

Hello foxyroxyyy,

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 Kahnawake Gaming Commission (https://gamingcommission.ca/interactive-gaming/complaints/ or complaints@gamingcommission.ca ) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru