Bodog Casino - Player's account has been blocked.

Logo após criar minha conta, ouvi relatos que a Bodog nao estava mais pagando seus clientes e já fiquei preocupado. Infelizmente, os boatos eram verídicos e hoje recebi um email dizendo que minha conta foi bloqueada por ter "dados relacionados com outros cadastros". O que nao faz sentido algum!

Dear JoseIvanilson,

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you passed the KYC verification before the casino blocked you?

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

Additionally, if there is any other relevant communication between you and the casino, please forward it 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

Muito obrigado pela atenção, Cristina

Eu nao tenho conhecimento de ninguém próximo que tenha criado conta neste casino. Eu acabo conhecendo um ou outro por meio de sites e influenciadores que os divulgam. Logo, nao faz sentido algum a acusação deles

Thank you for your reply, JoseIvanilson. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Peço perdao, Kristina. Realmente nao respondi

Então, não existe essa possibilidade pois sequer Wifi utilizo, passo o dia no trabalho e apenas uso rede móvel 4g. Até onde eu sei, o IP da minha rede móvel é apenas meu e somente eu utilizo. Quanto ao endereço, mesma coisa, só eu moro na minha casa, ninguém mais. Eu tentei fazer a verificação, disseram que não precisava para sacar. Quando fui tentar, solicitaram, eu enviei os documentos, e logo quando enviei recebi a mensagem de conta banida. Sim, tinha bônus e cumpri o rollover normalmente.

Ola Kristina, me ajuda por favor!

Thank you very much, JoseIvanilson, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, JoseIvanilson,

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

Dear Bodog Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why have his winnings been confiscated and the account blocked/closed? 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 (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Dear JoseIvanilson,

I received the following information from the casino:

"Due to the Privacy Policy, it is recommended that account holders contact Bodog.com Customer service team to discuss any concern or dispute they may have, as we are not at liberty to divulge player’s personal information and/or account activities with third parties.

Additionally, players can contact the Dispute Resolution Office (DRO) as an alternative and final avenue to contest a decision that took place in the account which was not resolved at the supervisory level.

Kind regards,

Dispute Resolution Office"

"We have forwarded this off to the appropriate party for review. They will take a look and reach out to the player directly in order to address the matter.

If you have any other questions, please let us know.

Best regards,

Support"

Have you been contacted by the casino's Customer Support or their Dispute Resolution Office (disputeresolution@bodog.com), please? If yes, what information did you receive from them? Can you please forward me all communications with the casino? If not, can you please try to contact both departments and provide me with the information you will receive?

Feel free to use my email (branislav.b@casino.guru).

Não entraram em contato comigo de nenhuma forma, mesmo eu tenho entrado em contato com eles em todos os emails disponíveis, inclusive entrei em contato com a Curaçao Egaming e não obtive resposta. O único que email que recebi foi o de aviso de encerramento da conta. Estou te enviando o email.

Ola, recebi uma resposta deles que simplesmente diz que fecharam minha conta alegando motivos de similaridade que ligam a outra conta sem fornecer nenhuma prova ou explicar o que ligava a essa outra conta que não tenho nenhuma noção de que seja. Eles arbitrariamente fecharam a conta alegando algo que sequer provam.

Dear JoseIvanilson,

Alright, thank you for the update, and I am sorry for the delay. Allow me please to ask you a few more questions.

What type(s) of games did you play in the casino most? Casino/slots or live casino, multiplayer games, or sports betting? Did you use any bonus(es) on your account? If yes, what bonus(es)?

As for contacting the authority - did you file a complaint with the regulator, or did you just contact them?

We are talking about rather a passive regulator, so it can take longer until they reply. Did you already receive any response from the regulator? If yes, what information did you receive, please?

In the casino's Terms and Conditions, also the Gambling Commission of Antigua and Barbuda is mentioned - did you try to contact also this institution regarding your issue?

Dear JoseIvanilson,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru