The player from Italy had encountered difficulties withdrawing his funds due to the absence of a bank transfer option at the online casino. Instead of withdrawing, he had continued playing and lost his money. He had requested the closure of his account, however, the casino failed to action this, leading to further losses of 2000 euros. The player was then seeking a refund. We, the Complaints Team, had informed him that we couldn't compel the casino to refund him as he had gambled away his balance. We had advised him to file a complaint immediately if he encountered similar issues in the future. The complaint was subsequently rejected.
BookofCasino - Player's account closure delay leads to losses.
Amount: €2,000
BookofCasino
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.
Case closed
Our verdict
Other
REJECTED
Case summary
5 months ago
Public
Public
5 months ago
Translation
Yet another Curacao issue. I initially requested withdrawal but bank transfer was not available, so I played and lost everything. I then requested account closure and account deletion for these reasons. They sent me emails asking for the reason, promising they would immediately close the account once I replied, but nothing happened, meanwhile, I lost another 2000 euros. I am demanding a refund for my losses. The casino in question is bookofcasino, which is not on the list.
Automatic translation:
Public
Public
5 months ago
Dear luxor83,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you stated the exact reason why you wish your account to be closed?
Could you please advise what the current balance in your casino account is?
Have you made any successful withdrawals from this casino before?
Could you kindly specify if you passed the KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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5 months ago
Translation
hi as you can see at least 5 days. Yes, the account has been verified. The current balance is Zero. In the emails I specified account cancellation due to lack of withdrawal methods and bonuses. Then they pretended not to hear, meanwhile I lost another 2000 euros. The casino is bookofcasino1, it is not on the list
Automatic translation:
Public
Public
5 months ago
Dear luxor83,
Thank you for your messages. We regret to inform you that we cannot compel a casino to provide you with a refund as you have gambled away all your balance. If you encounter a situation where there are no withdrawal options available in your account, we strongly advise you to file a complaint immediately and refrain from playing any further. Thank you for your understanding.
Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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