BookMaker Casino - Player’s winnings have been confiscated.

I created a Bookmaker.eu account yesterday. I deposited $30,000 into the account via BTC. I played Pai Gow poker in their casino. I was down roughly $20,000 of the $30,000. I then went on a really good run and won a little over $33,000. The game then locked up and said I hit my daily win limit of $30,000. I figured ok just wait a day and I can play again. When I tried to login the next day I was locked out of my account. I contacted chat and they said my account was under review and check back later. I checked back later and they told me that my account would remain closed and to withdraw my money. To my surprise when I logged in only my initial $30,000 deposit was in the account. They had voided my $33,000+ win. I proceeded to make my first 25k withdraw. I asked why they are basically stealing $33,000 from me and their response was simply the management has made their decision.

I have more screenshots with my entire conversations with chat. I also have a full log of my Pai Gow session. At this point I have not received my $30,000 deposit back yet. The first 25k is pending review. They have temporarily reopened my account so I can withdraw my initial deposit but they are stealing my 33k+ in profits.

Dear Tjmcdonald10,

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 you only played this one game?
• Did you activate any bonus on top of your deposit?

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

I played two different casino games. I lost a couple hundred dollars in a slot game. I won the $33,800 or so in Pai Gow. I did not activate any bonuses or anything. Side note I did receive 25k a portion of my initial deposit back now. They took several hours reviewing it and approved it. I am in the process of getting the additional 5k approved. I am obviously still out the entire profit though in the amount of 33K+

I have received all of my initial deposit at this point, but none of my winnings.

I have all of the logs from the Pai Gow Session. I also have more chat history with Bookmaker if you need that as well.

Thank you very much, Tjmcdonald10, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 Tjmcdonald10,

I am so sorry to hear your winnings were confiscated. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear BookMaker Casino,

Could you comment on this and state why the player's winnings were confiscated?

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.

No response from casino in two weeks? Is there any other recourse I have? I know there are no casino licenses in Costa Rica.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru