Bingo.com Casino - Player’s requesting a full deposit refund.

Hello casino guru

I have open the account in bingo.com however I was selfexcluded in unibet casino for 6 months , and they email me that I would be self excluded from there sister company as well which is bingo.com . But I open my account and got verified and lost 9190$ , and wen I realized I am ban to play on bingo.com , I talk to them and they also realize I shouldn't be playing here for 6 months as I ban in unibet and the sister company

So they suspend my account and they told me they will investigate the case , but now it's been 5 days I got the same answer from them case is still investigating, so plz help me to resolve the issue , they should be returning my 9190$ as it's there fault to let me play on the casino wen I am ban to play and got self excluded my self for 6 months

Thanks

Dear sunnykuk81,

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

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Meanwhile, please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you will be protected on all the other associated websites.

Looking forward to hearing from you.

Best regards,

Petronela

Hello petronela thanks for opening the case , I am forwarding you the email they send me in October 2021 , wen I selfexclude my self from unibet casino for 6 months and they include bingo.com as well , u can see that , I am attaching the screen shot of it , plz take a look , 

Thank you very much, sunnykuk81, for the forwarded screenshot. Do I understand correctly that your Unibet Casino account has been suspended in October 2021 for 6 months? It wasn't a self-exclusion due to a gambling problem, is that right? When did you open your Bingo.com Casino account, please?

I open my bingo account after October and let me send you some more screen shot were u can see they let me deposit the money in a month of February and they also verify my account

As well , they ask my ids and I send them and I got the message that I am fully verified now , and they let me deposit the money which they shouldn't because as per there own email I should be ban to play for 6 months ,

Yes It was self exclusion because I want to stay away from casinos to play for 6 months because i lost so much , but they still let me open up my account in bingo and let me play there and they didn't stop me to deposit they verified me fully so I can deposit more wen I compain them and show the email the unibet send me they suspend my account and ask me to wait as they r investigating

Hello petronela , unibet has only option to close the account for 6 months , so that's wat I did , As they told me I will be excluded to play on there sister company , so how come they let me open the account, I have gambling problem I have close all other accounts in other casinos , so in one of the other casino I remember I Ask them to close my account , I email them but they haven't close my account on time and I lost money there but wen I ask them again they return all my money from wen I email them it was 3800$ , so it should be same thing in bingo.com , wen I ask unibet don't let me play on there casino for 6 months and they email me and confirm me I would not be able to play on there casino or there sister company how come they let me open the account and play its there technical issue , if u cannot help me with the issue , I will take this issue further to gambling authority because it's not right wen player ask the casino don't let me play and I have self excluded my self and they send me written confirmation that I will not be allowed to play in unibet or there sister company how come hey let me open the account and let me play , and wen I show them the email they suspend my account , if they were right in there place y they suspend my account wen I show them the email ,

I hope you understand and help me out in my case as it's not my fault it's there technicall issue

Thanks

Wen I ask unit bet to close my account for 6 months so there is option if u wanna close on all there platforms that wat i choose and don't let player to open the account any were in there sister casinos that's wat I choose the option, don't let me open my account in there sister company as well , so were I am wrong , it's there techinall issue , I have ban my self in aspire global casinos fir 3 years and they told me I will be ban in there sister company as well, but I open my account after in there sister company and they let me open the account and let me play and I loose some money there but wen I ask them how come u guys kept me play wen and open my account wen I request for not open my account in any of ur casinos , thay refund me all my money that I lost , because before opening the account in there sister company I didn't see which group the casino belong too I saw that after and same in the bingo.com too I didn't realize that it belong to unibet , wen I open my account

Dear sunnykuk81,

Did you save any relevant communication that would prove that you've informed casinos about your gambling problem?

No I don't have anything like that but the email I sent u from unibet proves that I have done the self exclusion my self , I did selfexclusion my self because of gambling problem

Dear sunnykuk81,

Please understand that if you've informed casino about your gambling problem, your account should be blocked permanently without the possibility of reopening. The screenshot that you provided shows that your account has been suspended for 6 months so you could take a break from gambling. I understand that it might be confusing for players and every casino house has different rules but from our point of view, you haven't informed casino about your gambling problem, only requested a time off.

Let me explain you what the difference is between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that are the two basic choices.

Closing an account is simple and has almost none impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Hello petronela I understand wat you saying but tell me one thing wen I ask them same thing and show them my email they suspend my account right away , and if u think they are right why they don't email me with the clarification it's been 20 days whenever I go to chat they the same thing we are investigating

Because they new they are wrong on there part and they don't have any answers it's there technical issue , wen I open my bingo account after one deposit they hold my account for further verification and I send them my driver's license and my home address proof that wat I gave them in unibet as well and they r sister company they can see me wen they verify me that I am block to play for 6 months but they still verify me and then after I lost 9190 $ , but in this case I can see I am not getting any help to get my money back from ur side ,

Let me know if think you cannot help me out in my case give me other relevant department info were I can contact them

Thanks

I'm sorry, to which email do you refer, please?

"Hello petronela I understand wat you saying but tell me one thing wen I ask them same thing and show them my email they suspend my account right away , and if u think they are right why they don't email me with the clarification it's been 20 days whenever I go to chat they the same thing we are investigating"

This email were it's clearly says I will be ban to play for 6 months of will be ban to take any part in gambling on their dime and there sister company , this email I got it from unibet

If you want I can forward you the full email they sent me and they clearly says I cannot bet or gamble on there site or there sister company

Yes please, you can forward it to petronela.k@casino.guru.

I forward you that email plz check

Thank you very much, sunnykuk81, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.  

Thanks petronela I will be waiting

Hi sunnykuk81.

Thank you very much for sharing your negative experience with the Casino.Guru. We are now going to reach the casino team.

Hello Jozef today first time bingo.com email me and they still saying the same thing that they r working on my case and it can take some time it's been 30 days still the same thing but I am attaching the screenshot they send me the email , plz check

And thanks with your help atleast they email be for first time

Hello jozef as I can see casino hasn't reply yet so wat would be the next step

Thanks

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’.

Hello casino guru as you can see they don't reply , so plz tell me my futher step now ..were I can go and complain about them or I can Higher a lawyer for this matter thanks will waiting for the reply

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear sunnykuk81.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru

Hello there.

The player has just informed me that he received the refund. Therefore, I am closing the case as 'resolved'.

Best regards, Jozef