BK8 Casino - Player's account has been blocked.

When withdrawing that time they claimed I violated the rules. Which no evidence or proof they simply locked my account and refused withdrawal.

Dear Autosophy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

Did you receive any other explanation of why your account has been blocked then the following one?

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

Best regards,

Petronela

that $200 was my initial deposit money. They claimed I violated the rules hence my winning which was $2400 was forfeited in the end they simply returned me my initial deposit amount and pretended nothing happened.

Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Thank you.

Yup I remember I registered at their website few weeks back n had my account verified already.

Thank you very much, Autosophy, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, Autosophy,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BK8 Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear BK8 Casino Team,

Could you please provide an explanation of the player's situation from your point of view? Why were the player's winnings confiscated? Do you have any evidence supporting this accusation?

It is possible to share the data directly here, with your answer, or by sending them via email (branislav.b@casino.guru). Please note that sensitive data are not visible to the public.

Thank you in advance for providing the information.

We would like to ask BK8 Casino Team 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 will have a negative impact on the casino's rating.

Greetings,

In the meantime, I have been in contact with the casino's representative. I was able to collect this information:

• Your account was reviewed by a related department,
• Your gameplay contained abnormal betting elements, it was not specified in more detail,
• The same - the player is able to withdraw the deposited funds.

I am currently waiting for the casino's response and some additional information. It seems that based on the casino's internal security policy, they cannot share the necessary data with us. Therefore I am extending the timer by another 7 days, to provide the casino with more time to respond.

Dear Autosophy,

I was in contact with the casino outside this complaint. Unfortunately, the casino's representative provided me with information that the casino cannot share any data due to a strict internal policy.

Since we have not received any relevant evidence from the casino regarding its decision and the casino's representative stopped responding to my messages, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use a "Contact" button or by sending your complaint to complaints@gaming-curacao.com/info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

If there is any progress with your issue or you need help, please let me know about it at branislav.b@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the update received from the casino, we decided to reopen the complaint and update it accordingly. They reconsidered the situation and provided us with all the requested evidence recently.

Dear Autosophy,

After gathering all the necessary information and details, we are updating this complaint to 'unjustified' due to breaching the casino's Terms and Conditions - with the help of another casino account or accounts (multiple accounts used by 1 person or collusion), your disputed account was engaged in fraudulent activity. After a Live Casino Welcome Bonus activation, in February 2022, your account played the same game (Baccarat Classic) as another account for at least 2 consecutive days, while you gained an unfair advantage over the casino and bypassed its system and rules by playing this way, in order to reduce the risk of loss as much as possible, meet the wagering requirements of the bonus in question, and accumulate and withdraw the winnings, which means a serious breach of the casino's rules. There are industry-standard rules that forbid more than 1 account per player or collusion, as well as doing activity giving the players an unfair advantage. The casino acted correctly and in accordance with its terms and conditions, and we accept its decision.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority in accordance with the information provided in my previous post, if it has not been done yet.

Thank you very much, BK8 Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru