BlueFox Casino - Player's winnings were confiscated.

Hello, please accept my complaint against BlueFox Casino for consideration.

On October 06, I received a message from the casino in which they accused me of violating section F of paragraph 2 of the rules and informed me that my balance in the amount of 625 Euros had been confiscated. Please note that the paragraph you indicated contains 12!!! types of illegal behavior. The casino did not indicate what exactly it was accusing me of. I am 100% confident that I did not commit the offenses set forth in Section F, paragraph 2, and believe these charges are erroneous.

On October 9, I sent a message to the casino asking for evidence of my guilt in illegal behavior. According to the rules of law, accusations without evidence have no legal force. In any case, my message was ignored by the casino.

On October 17, I sent an official complaint to the casino, I also asked for details of the accusations and insisted on providing evidence.

In response, the casino said that it insisted on its position; the requested information was not provided.

Please help...

Dear VEVERARA,

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 which games you focused on - slots, live casino, sports betting, etc.?

Have you accumulated your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Greetings) I played in a live casino, the bonus was not used to accumulate winnings. Correspondence has been sent to e-mail.

Thank you very much, VEVERARA, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi VEVERARA,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite BlueFox Casino to join the conversation and contribute to the resolution of this complaint.

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.

Hi VEVERARA,

I received some response from the casino. As it appears, your gameplay shows signs of "advanced card counting". Our position on this is as follows: Card counting isn’t against the law, which is why players must be paid if they are found to be counting cards in "offline" casinos. So, the law doesn’t consider card counting to be fraudulent. To apply similar logic to online casinos, the casino can restrict players from further play but it must honor their winnings as you didn’t mess with the game’s fair randomness in any way. I'm waiting for the casino's response to this. I will keep you updated.

Hello,

"Advanced card counting"? Are you seriously? I had problems with mathematics at school, and I was accused of something that I a priori did not know.

I recommend that the casino acknowledge that players are sometimes lucky and allow for the possibility that the player can win! Don't come up with ridiculous accusations.

Hi VEVERARA,

I'm waiting for the final verdict of the casino. Our position on card counting remains the same regardless of the ADR's decision. Unless you breached any other rules, you should get paid. The casino has of course the right to block your account afterward. I will keep you updated.

Dear All,

I reiterate that I have never counted cards! I ask the casino to pay my 625 Euros. I have no right to challenge the blocking of an account, since it is possible unilaterally, but only after proper fulfillment of obligations, i.e. after paying my 625 Euros.

Hi VEVERARA,

Unfortunately, I wasn't able to change the casino's decision to confiscate your winnings. Based on the available data, I can't really tell if you can or cannot count cards but your account was flagged. This doesn't change our position and unless you breached other casino rules, you should get paid. Since you already contacted the ADR, there is a chance that it will be able to help you. However, if card counting was involved, I'm afraid the ADR would be on the casino's side. Please let me know if there's news (peter.m@casino.guru). 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 reconsiders its decision, we will reopen the complaint, and you will be notified by email. I wish I could be of more help.

Best regards,

Peter