Bodog Casino - Player’s account was blocked.

I made my second withdrawal request at this casino, and not only have I not been paid, but today I received an email informing me that the request was not accepted and that my account has been blocked. I've been asked to perform an inspection, but I haven't broken any rules. I played with real money, and I believe they are acting in bad faith to block and not pay the winners, as the same thing happened a few days ago with a friend of mine!

Dear ivanildoabu,

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 while your account was active - slots, live casino, sports betting, etc.? Did you pass the KYC verification before the casino blocked your account?

Do I understand correctly that R$800 is being held in your casino account?

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

Dear Cristina, I actually went to see and you deactivated my permanent account, insinuating that I broke the rules, but I deposited 100.00 reais and played on Crazy time and the pg bandito slot, which allows me to reach 800.00 in winnings playing within the rules , as I had already made a withdrawal at Bodog a few days ago, and Bodog has a 5-day rule for the next withdrawal, I waited for those days and as soon as it was released for me to withdraw, I made the withdrawal request for the 800.00 and at time a message came to my email saying withdrawal was successful, so I waited for it to arrive in my bank account as it was done the first time I made my first withdrawal, but to my surprise the next day another email came saying that my account was permanently deleted, insinuating that I broke the rules, which I did not do, aware that it may have been your mistake, I am waiting for your retraction, returning my game account and mainly paying me my winnings of 800.00 that I can get by playing honestly!

Thank you very much for your reply, ivanildoabu. Is this the only explanation you received from the casino? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

When I contacted support, they told me to contact Bodog via validar@bodog.com , but I didn't hear back from them, they simply ignore the player, don't respond! They are acting in bad faith!

If I understand the previous message from the casino correctly, it seems that you were accused of opening multiple accounts. Could you please clarify if this was your first and only account at this casino?

Yes, I only have one account at this casino, so I don't understand this accusation, and my first withdrawal was paid instantly via pix, on the second withdrawal, this cancellation and account blocking message came! I played with real money and followed all the rules set out by the casino!

And if they accuse me of having more accounts at this casino, prove it by publishing them publicly!

Hello, it's been a week and I have no answers in my case!

I apologize for my late reply, I needed to take a few days off. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Thank you, I'm waiting, I hope Tomas helps me resolve this situation!

And now we've gone two weeks without any news or answers about this case!

Anyone from Casino Guru to follow up on my complaint?

I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.

Dear ivanildoabu,

I am so sorry to hear about your problem. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Bodog Casino representative to join this conversation and participate in resolving this complaint.

Dear Bodog Casino,

Could you please comment and provide any supporting evidence to better understand the issue? My email address is petronela.k@casino.guru. 

Thank you in advance for providing the information.

Kind regards,

Petronela

Today 02/26 marks exactly 1 month since the opening of this complaint, every day I visit Casino Guru and there is no information about my case!

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.

Just seeing Bodog ignoring the casino guru, one already notices the lack of respect for the Casino, now imagine the players who have their account blocked or permanently deleted by Bodog on the accusation of something, and they don't even need to prove anything, simply because the player requested a withdrawal! Which is my case with other players!

Can you show me the ID of my other accounts, with my email, CPF and personal data? In which I was accused! There isn't, right! Aware that it won't turn into anything, I leave here my frustration with this Bodog casino!

We regret to inform you that, despite our efforts, we have not received any response from the casino regarding the issue at hand. Consequently, we are compelled to officially close the complaint as 'unresolved'. It's important to note that the casino retains the option to revisit and reopen this complaint at any point in the future.

We understand the frustration and disappointment this may cause, and we sincerely apologize for not being able to offer more assistance in resolving the matter. Should there be any developments or if you require further support, please do not hesitate to reach out to us.

Dear ivanildoabu,

If you wish to contact the Licensing Authority, here's how you can do it:

Submitting a Complaint

You can submit a complaint to Curaçao eGaming via the Curaçao eGaming website , and indeed they appear to be the most accessible Curaçao authority when it comes to player disputes.

The website can also be reached via a button on the validator page: