Bodog Casino - Player's account was blocked after withdrawal request.

Good evening, I have been playing on the Bodog site as I often do from time to time for over a year. My account is verified and I have never been informed about any issues with my account. However, as soon as I won a larger sum and requested a withdrawal, they cancelled my account. They only provided information about data related to other registrations, which I know nothing about. I have always made deposits from my bank account via PIX and have never had any problems. However, the moment I requested a larger withdrawal, this issue occurred. I assure you, if I don't find a resolution here, I will take this matter to court if necessary in order to get this site banned in Brazil. This is akin to appropriating someone else's money. Moreover, they even take the money that you deposited. I've never seen anything like this. I know I can prove more than 20 deposits on the site, some withdrawals, and that my account is verified. I want to know what explanation they have for me. I thank you in advance and I await the site's response, if any.

Dear luizbsb, 

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.

Do I understand correctly that your account was closed due to the alleged use of multiple accounts?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you accumulated your winnings with or without 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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Good afternoon, it could be that someone played on the same IP as me because I can't monitor the wifi of what they are doing because cousins, friends, etc. always come here and always play. But my account made the deposit through my bank, I never used another account and everything was checked before starting to play on the site and I even asked in the chat if everything was ok with my account which was answered as everything ok, regarding the bonus I didn't win anything bonus on the site, this last one I got with my real balance. Thank you for your help, if you need any more information, I am at your disposal.

Thank you very much, luizbsb, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi luizbsb,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Bodog Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Casino.Guru

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.

Hello luizbsb,

I'm currently trying to get in touch with the casino's representatives internally. Therefore, I will extend the timer by another 7 days to see if anything can be achieved. I will keep you posted.

Thanks for your patience.

Dear luizbsb,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curaçao eGaming ("CEG") (Curaçao eGaming (curacao-egaming.com)) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Tomas

Casino.Guru