Bob Casino - The player's account got closed.

I had won almost 1300.00 last night. Early this morning I withdrew 1100.00 and still had 161.03 remaining in my account. Because my email attached to my login was hacked, I had sent them an email explaining my situation. When I tried to get back into my account to play with the remaining amount, they disabled my account and claimed because of cancellation of charge backs, my account was permanently closed and my winnings canceled as well. I played with 500.00 plus dollars and finally won something after many months of not winning and they refused to give me my winnings. I am beyond upset of poor customer service and very insensitive to my situation of being frauded. I only gave my banking information to Bob Casino for Documentation purposes and the very next day my account was hacked and frauded 1800.00. This has never happened to me before and honestly their return on winnings is next to NIL. I’ve barely won anything from this casino in the years of being a very avid and faithful player. I just enjoy the games and the excitement of almost winning but then losing because you can’t win on most days. Please please do not put your self through the aggravation and frustration of joining this casino. They have poor customer service and you barely win unless you play 500 or more in just a visit. Absolutely disgusting casino and a huge rip off

Hello Lori,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Bob Casino. Allow me to ask you a few more question before we would move forward.

Do I understand it correctly that you have generated your winnings with the money which were later processed for charge back or did you win with a previous successful deposit? Were you able to contact your bank to prove that you did not make those charge backs? How much exactly did you deposit into the casino?

Please forward any relevant screenshot or chat to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hi Nick. I had won with a previous successful deposit. I had no idea what charge backs were. What happened was I would deposit money and then it wouldn’t go through hours later, so, because my account was frauded, I was anxious and got worried so I ended up canceling the transaction. Now, I deposited there after, and, then received an email saying my deposit was canceled. So Bob casino was also cancelling my transaction, making me confused as to why and that’s what happened. Nothing was ever mentioned of charge backs before I won. It was only when I withdrew my winnings that they then disabled my account and with absolutely no warning or nothing. Had I known they would do this, I would never have withdrawn my winnings. They did the ultimate fraudulent act ever. I played fair with my own money. I finally won after spending 500 of my own money. And was grateful I was able to win my loss back and then some only for them to close my account and say absolutely nothing to me. They promise great customer service but this whole time trying to fight for my winnings, all they’ve don’t is bully me and tell me I’m not getting my money.

Dear Lori,

Could you please advise if you have received any refund of your deposit back from the casino? Did they contact you since then and explain the situation to you?

Hi there. I have not received a dime of my refund. They claim they closed my account down before I won, stating I breached their contract, however they breached their own contract as well. When I would deposit money, within up to 30 minutes, my money would be returned back into my bank account. When I reattempted, up to 30 minutes, my money would still state processing? So that’s when I canceled my transaction because I had no idea what was happening. Definitely a huge misunderstanding on my part. Anyhow Bob Casino staff were quite bullying and treated me like I was stupid, sending the same BS email about Rules and Regulations etc. they did No solving of the issues at hand and their last email stated I will not be receiving any money from them and that was their final email to me.

if in fact they did close my account before I won. How is it I could still access my account,play, and win. But yet the second I made a withdrawal of 1100.00, they disabled my account, took my money with No explanation whatsoever, and falsely accused me of fraudulent activity??? Seriously. I am beyond exhausted of going back and forth with them which I feel that’s what their intentions were, to make me give up and them win. The worst experience of my life.

Thank you Lori for all the information. I will now forward your complaint to my colleague Andrej who will be assisting you from now on.

Regards,

Nick

Dear Lori,

I’m sorry to hear about your problem. I’ll contact the casino and see if I can help.

I would like to invite Bob Casino to join this thread.

Dear casino team,

Can you please explain your standpoint on Lori’s case? You can forward any relevant evidence to andrej.p@casino.guru.

Hello all,

The player in question has initiated chargebacks, which also was approved by the player in one of the conversations.

So, when the casino received chargebacks from the payment provider, the casino was forced to close the account and deduct the chargeback amount from the player's balance.

The remaining balance was successfully refunded to the player via Interac services.

They are only telling what I did but failed to leave out a lot more of what they did. They too initated chargebacks which then confused me as to why hence me trying again with no luck. It was them who stated my account was closed before I played and if that was the case then how was it possible for me to login and play. It was only when I finally won that they then disabled my account and stole the only money I had won off the site in a very long time. The customer service was not dealt with in a professional manner and I was being bullied by them. They are only disclosing their point of view and have not taken mine into consideration of all the confusion they caused me.

Thank you, Bob Casino, Lori, for the replies.

Dear casino team,

Can you please explain the situation more in detail? In addition, could you please state the amount that was refunded to the player’s account? Do I understand correctly that only the amount that Lori charged back was deducted from her withdrawal?

The only amount received was 160.00 and change. I already had an extra 129.00 that I won and received an additional 40 to make the 160. The whole point is that they too did chargebacks and I’m the one penalized for their wrongdoing as well if they stated they closed my account, how is it possible I was able to play, finally win, and withdrew my winnings only for them to THEN penalize me. This was absolutely wrong on all levels and they ripped me off with all the money I put out to finally win. The casino is horrible for returns.

Hello,

The refunded amount was 161.03 CAD and the player's account was closed right after we received the chargebacks from the payment provider.

Our system is locking the player automatically if we receive the chargebacks, moreover, the chargeback amount is deducted from the player's balance automatically as well. The chargebacks amount is 1085 CAD.

So if you tell me that my account was closed after my winnings and one of your reps told me my account was closed prior to playing then which is it because now your stories are changing. The chargebacks made on my behalf were because you had been making chargebacks as well, returning the money I tried to deposit. Therefore confusing me as to why. When I tried making deposits, it was taking way to long which was not normal, therefore alarming me. I did not use the money you claim as chargebacks to play in your casino. So how is it I’m being charged for something I didn’t use. None of this even makes sense. Not one person reached out to me to inform me of any such thing. You waited until I won and then made a huge deal out of it when in fact you too also made chargebacks of which I’m being penalized for?

Thank you, Bob Casino team, Lori, for your replies.

Dear casino team,

Could you please provide the relevant sections from Lori’s transaction and bet history to clarify the situation? You can forward the information to andrej.p@casino.guru.

Dear Lori,

Could you please advise if you are certain that your winnings were accumulated only using previous deposits that have not been charged back?

I am 110 percent certain that the money I used to play was my own money. The chargebacks they claim were not a credit that I used to play and it was just my money that won me my winnings which were accumulated only using my previous deposit

Hello and thank you for your patience, the evidence was sent to your email.

Please let me know if you need anything else.

The only you have is the casbacks of what I did because of your delay. Hopefully you send the cash backs you did as well that you took from my winnings. The cash backs were not used as a credit to play. You confused me as to why you were sending them back and because of my iCloud being frauded, I became very nervous when my money didn’t go through. That’s why the cash backs were made. I used my own money. I finally won. And you stole it from me. Your service is horrible and you do not value customers at all.

Thank you, Lori, Bob Casino, for the replies.

Dear casino team,

Could you please clarify the situation? Do I understand correctly that the charged-back deposits were part of Lori’s disputed amount?

Hello Andrej,

Yes, when we received the chargebacks, the system deducted the sum of chargebacks from the player's balance.

Thank you, Bob Casino team, for clarifying and for providing additional evidence via e-mail.

Dear Lori,

According to the information provided by the casino team, your winnings were accumulated using deposits that you’ve charged-back, but were credited to your gaming account.

In case you are certain that the disputed deposits were never credited to your gaming account or that you haven’t played the deposits, please provide your bank statement from the time period starting with the date the first deposit that you’ve charged-back was made, until the end of December 2021. My e-mail address is andrej.p@casino.guru.

The chargebacks were also done on their end as I’ve explained before. The chargebacks were not credited to my account to play with. They were not used for any credits to play with. They were just charge backs. I had to try again and again to finally have my deposits credited in order to finally play

Thank you, Lori, for the reply. Unfortunately, since your claims do not correlate with the casino’s claims, we will need to review the relevant evidence.

According to the statements provided by the casino team, unsuccessful payments (that were not credited to your gaming account) are not the culprit.

Dear casino team,

We would like to ask you to provide the relevant game logs or any other proof that would support your claims according to which the deposits that were charged-back by the player were also credited to her gaming account and played.

Dear Lori,

Please be informed that the casino has provided us with the requested evidence, however, it’s your bank statement that’s crucial in this case.

I’m extending the timer by 7 days. Kindly note that in case you fail to provide the requested information in the given time frame, I will have to reject your complaint.

Thank you, Lori, for providing the screenshots. However, could you please provide a full bank statement that would show all disputed transactions in PDF format? If you don’t receive this information via e-mail (at the beginning of each month, for example), you should be able to request or download it directly from your online banking app. Alternatively, you can request the statement from your bank in printed form.

You can forward the statement to andrej.p@casino.guru.

Please let me know if you have any questions.

Hi there. I just sent via email. Thank you

Thank you, Lori, for your e-mail. Do I understand correctly that all disputed deposits are dated to December 2021?

As additional time is required to investigate the issue, I’m extending the timer by 7 days.

NHi. Yes. I hadn’t played in awhile and when I did, it was right before Christmas when I had extra money to try my luck. I had played on other casinos, just not on Bob casino because their was no returns and barely any winnings

Thank you, Lori, for confirming.

We’re currently waiting for the casino team to provide additional information and evidence via e-mail. Therefore, I’m setting the timer for 7 days.

Dear Lori,

As we’re still waiting for the casino team to provide evidence that would support their claims, I’m extending the timer by 7 days.

Thank you for your understanding.

Good morning. It’s now been 15 days since any evidence has been provided by Bob Casino. To give them an extra week was extremely generous, but obviously they have not been as honest as they portrayed. Plain and simple, they STOLE my winnings and that casino and staff are all crooked. Now what? I am deserving of those 1100.00 winnings and it should be given to me because it cost a lot more for me to even win that amount.

Dear Lori,

Unfortunately, the casino team did not provide us with evidence that would unambiguously prove their claim. Since it’s not possible for us to properly assess your case, I would strongly recommend contacting the casino’s Licensing Authority (Malta Gaming Authority) and/or the casino’s official ADR (ThePOGG). They should have access to all necessary evidence and therefore, properly assess your situation.

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

Please accept our apology for the late response. Unfortunately, our colleague Andrej is unable to continue resolving this case due to an illness. Therefore, we will transfer your complaint to 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.  

My problem will never be resolved. Bob Casino had 14 days to respond and THEY did not. That alone shows they lied and stole from me. They are not a good casino. You barely win and when you do, they don’t give you your winnings anyways. So not sure where this will be going if they refuse to return my winnings.

Hello Lori.

Since the casino team could not support their claims, the only option is to contact the casino ADR and/or their licensing authority, as Andrej has mentioned. Have you tried to do it?

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

What’s the sense. Honestly? Obviously Bob Casino is crooked and they stole my winnings. I will never see them nor would Bob Casino give them to me. This has been 5 months of anger and stress. How will this ever be resolved and what would the end result be?

Lori, there is still a chance to solve this. Bob Casino is under MGA licence, we can guide you through the whole process, but we will fully respect if you refuse.

Ok so what do I need to do

Great, I will now close this thread as 'WAITING FOR REGULATOR DECISION' and get back to you at your email address with further steps.

When there is a decision from licensing authority, we will update this complaint.

Dear Lori,

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 jozef.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,Jozef

Good morning. I did contact the licensing authority however to this day I have never heard back from them and nothing has been resolved

Dear Lori,

While I do trust you, it is customary to request evidence. Could you please send me the evidence of sending it to my email address, jozef.k@casino.guru? Kindly send it as an attachment to ensure clear proof of sending.

Dear Lori,

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.

I’m so sorry but it’s been a very long time and because there was no resolution, I deleted everything

Dear Bob Casino team,

Have you been contacted by the authorities regarding this case, by any chance?

Hello,

The customer has never contacted the regulator.

Thank you.

Actually I have and as I’ve mentioned, no one ever got back to me and time has gone by, I forgot about it until last week because no one else seemed to worry about doing anything so how was I supposed to. Please don’t tell me what I did or didn’t do because you have no idea how wrong it was to keep my winnings

Dear Lori,

I am very sorry about the situation, but since you do not have evidence of contacting the regulator, I am unable to continue with the investigation. In fact, I reached you directly at your email address on the 16th of May 2022 to offer you guidance through the whole process. Unfortunately, I did not receive any reply. Concluding the information, I have no other option than to reject this case.

Kind regards, Jozef