Blackjack Ballroom Casino - Player’s account has been blocked.

Hello!

Please accept my complaint against Blackjack Ballroom Casino.

Blackjack Ballroom Casino in October 2022 blocked my account. I did not receive any notifications about the reasons for the blocking. Also Blackjack Ballroom Casino will not reply to my messages.

Due to the fact that I can't log into my game account, I can't process the withdrawal of my balance - 1093 USD.

I tried to resolve the problem myself: I sent messages to the casino, on January 07 I sent a claim. But the casino ignored my appeals and my claim.

In this regard, I have to turn to you for help.

Dear Rovanes,

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 registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Dear Patronela,

I registered my account on November 13, 2022. I have not received requests from the casino to provide any documents. I played Live Baccara, the winnings were accumulated without using the bonus. Correspondence with the casino has been sent to your email: petronela.k@casino.guru.

Thank you very much, Rovanes, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Hi Rovanes,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Blackjack Ballroom Casino to join this conversation and share more information regarding the case. Can you please provide any reasons why the player's account has been blocked?

Looking forward to hearing from you!

Best regards,

Tomas

Hi there

Leave it with me and ill check it out.

Dear Blackjack Ballroom Casino,

Hopefully, we will be hearing from you soon.

Kind regards,

Tomas

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! The casino credited 750 euros to my wallet. The casino is still withholding 343 euros for reasons unknown to me. The account is blocked, I can not log into it, I have not received any messages with explanations from the casino.

Thank you, Rovanes, for updating us on the situation.

Dear Blackjack Ballroom Casino,

Could you please explain why the player has received just partial payment?

Kind regards,

Tomas

Hi

I'm currently OOO and will be back next week. I will update the case on my return. Thanks

I have requested information from our risk management department. I will reply once I hear back from them.

Cheers

Thank you, Blackjack Ballroom Casino, for your information.

I will now extend the timer for an additional 7 days. Please keep us updated on any developments.

Kind regards,

Tomas

Hi there

I have received a response from our risk management department:

The user was wagering on products provided by Evolution Gaming. The Evolution Gaming risk team notified us that the user was engaging in suspicious betting behaviour. Pursuant to Blackjack Ballroom’s terms and conditions, the user account was suspended and all deposits were fully refunded to the user. The relevant term is below,

Blackjack Ballroom reserves the right to withhold any withdrawals and/or confiscate all winnings for irregular play. 'Irregular play' includes but is not limited to any one or more of the following types of play:

- Placing single bets equal to or in excess of 25% or more of the value of the bonus credited to the account prior to the play-through requirement for that bonus having been met; a single bet in Roulette counts as the total of all chips placed on the table when the wheel is spun.

- Using the double-up feature to increase bet values;

- Even money bets on Sic Bo, Craps and Roulette

- Starting a game's feature after the bonus balance used to build up the credits towards the feature has reached 0.

- Withdrawing deposited funds, either in whole or in part, prior to the redemption of associated bonus funds.

- Using the autoplay feature for the purpose of meeting bonus account wagering requirements.

- Playing for deliberate minimum risk, equal, zero margin or hedge betting in order to conceal the appropriate spirit for the purposes of meeting bonus wagering requirements.

The decision is final and the user may contact eCOGRA if they wish to dispute this further. 

Hello Rovanes,

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

Dear Blackjack Ballroom Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Best regards,

Tomas

Hi Tomas

As mentioned, the decision is final and the user may contact eCOGRA if they wish to dispute this further. 

Cheers

Hello! The casino indicated 7 types of gaming behavior to classify the game as non-standard. I ask the casino to indicate what exactly I am accused of.

Dear Rovanes,

I strongly recommend submitting your complaint to the casino’s appointed ADR, eCOGRA (https://ecogra.org/forms/adr-dispute-step-1).

Please let me know if you decide to do so and/or if our assistance is needed.

Kind regards,

Tomas

Hello, I will certainly follow your recommendations. As soon as I receive a solution from eCOGRA, I will inform you about it.

Dear Rovanes,

Could you please update us once you have filed a complaint?

Thank you.

Kind regards,

Tomas

Hello! I need a little time to further consult a lawyer and draw up a complaint. As soon as I file a complaint, I'll let you know.

Dear Rovanes,

I understand. I will now extend the timer for an additional 7 days. Please inform us once you file a complaint.

Thank you.

Kind regards,

Tomas

Dear Rovanes,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello! I inform you that I have filed a complaint against the casino with eCOGRA.

Thank you, Rovanes, for informing us. As you have contacted the Licensing Authority, we will now close your complaint as ‘Waiting for decision of regulator’. I’d like to kindly ask you to let us know once you have received a reply from the authority. My e-mail address is tomas.k@casino.guru

Once the decision of the Licensing Authority is known, we will classify the complaint accordingly.

Kind regards,

Tomas

Dear Rovanes,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at tomas.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Tomas

Hi there

The casino settled the dispute with the player and so the ecogra dispute became invalid.

The player was paid in full.

Cheers

Dear Blackjack Ballroom Casino,

Could you kindly send me any evidence that verifies the transaction has been completed?

Here is my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Hi Tomas

Unfortunately I can't send you anything. You will have to get it from the player.

Cheers

Dear Rovanes,

I know it's been a long time, and perhaps you stopped paying attention to this complaint, but still, I would like to ask if you could confirm receipt of the payment.

Thank you.

Kind regards,

Tomas

Dear Rovanes,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

Even though we assume that the issue has been resolved, without a confirmation from the player, we are forced to reject this complaint.

The player can reopen this complaint anytime.

Kind regards,

Tomas