The player from Peru had his casino account canceled when he tried to withdraw his casino winnings. Player confirmed the issue was resolved.
Bodog Casino - Player’s account closed after attempting withdrawal.
Amount: 400 S/.
Bodog Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
Bodog unreasonably cancelled my account, simply because I wanted to withdraw my earnings without making any deposits. When I made a deposit to initiate the withdrawal, they cancelled my account, claiming that I violated their regulations, without specifying the reasons for the cancellation. I have been complaining to their email for over a month and have not received any solution. It's not fair that they keep their players' money.
Automatic translation:
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9 months ago
Dear Andres182,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bodog Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- Did the casino specify which casino rules were breached?
- What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
- Did you achieve your current balance with an active bonus?
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,
Tomas
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9 months ago
Translation
Hello Tomás, thank you for helping me with my case, I proceed to answer your questions below:
Could you please indicate how long you have been a player at the casino and when exactly your account was blocked?
Approximately 9 months ago, my account was blocked on June 6 of this year.
Did the casino specify which casino rules were violated?
There was no specification, despite the fact that I repeatedly demanded an explanation of the reason for the suspension. These are the exact words of your email sent."Your account has been disabled by our team after verifying inconsistencies in your account that are not allowed according to our terms and conditions."
What games did you play to build up your current casino balance? (slots, live games, multiplayer)
Live casino games.
Did you get your current balance with an active bonus?
No.
Within hours of making my claim by this means, I receive an email from Bodog (minutes after writing my discharge) asking for my information to verify:
Dear. We need to confirm some of the information registered in your account profile, we request that you please send us the following documentation:
- Photo of both sides of your identity document.
- Selfie with your document in hand
- Photographs of the front and back of the registered cards.
It can be a screen print if it is a virtual card. In the event that the application does not allow it, it can be a photo of the cell phone screen or an account statement showing the deposit transaction on the web.
The photographs are requested to verify if you are the owner. You can hide the first numbers of the card, we only need to see the last 4 digits and your name.
Sincerely, Validation Team
Edited
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9 months ago
Translation
Hello Tomás, I already sent my information requested by Bodog and in a matter of hours (no longer a month and a half that they did not give me a reason for my account cancellation) they responded saying that my account is active again, verifying that my balance is in my account but not available, which I made the respective claim and today I can already have my balance, now I hope that when I want to withdraw I won't have problems doing so.
Thank you very much for your support Tomás and of course everyone who works with you at Casino Guru.
Have a nice day.
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9 months ago
Thanks for the update, Andres182.
I am glad you were able to verify your account. Could you please advise if you were able to request a withdrawal? Do you need any further assistance from us or can we consider the issue resolved?
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9 months ago
Translation
Hello Tomás, thank you for your interest in helping me. To tell you that I made the request to withdraw money from my account and they accepted it without any problem and after 2 days the money is in my account.
Again I reiterate my thanks to you and your Casino Guru team.
Have a nice day.
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9 months ago
Dear Andres182,
I'm glad to hear that your withdrawal was processed successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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