The player from Brazil had experienced account closure without any clarification, with a significant amount of money locked in the account. The player's account had been verified and he hadn't claimed any bonuses. The casino had accused him of playing a questionable game and subsequently blocked his withdrawal and account access. Despite the player's attempts to communicate with the casino, he had only received automated responses. We had requested additional information and forwarded the complaint to the casino for their input. However, we had received no response from the casino despite multiple attempts to contact them. As a result, we had marked the complaint as 'unresolved', which could have negatively affected the casino's rating. We had recommended the player to contact the Gaming Curaçao Authority for further assistance.
Bora Jogar Casino - Player’s account got locked with funds inside.
Black points: 871
Amount: 11,000 R$
Bora Jogar Casino
Safety Index:LowNo reaction, passive regulator
UNRESOLVED
Case summary
The website just locked my account with a significant amount of money tied up!
They simply robbed me
Dear rafael390j,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Bora Jogar Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Did the casino give you any explanation? Was your account ever verified? Did you claim any bonuses there? I will be waiting for your reply patiently.
Best regards,
Nick
the account has already been verified, I didn't claim any bonuses, they just said I was playing a questionable game K!
They simply blocked my withdrawal and then blocked the account, and the chat keeps giving me an automatic response!
keeping a lot of my money in the house
Dear rafael390j,
Can you please forward the communication between you and the casino to nikolas.b@casino.guru?
Dear rafael390j,
Thank you for the screenshots provided. Can you please clarify when did that chat happen? Did they allow you to withdraw your remaining balance from the casino? If yes, since when it is pending?
on 02/17/2024, I tried to talk to them yesterday (02/23/2024) too and nothing came of it...
They didn't allow me to withdraw, they just blocked my account and won't let me withdraw or anything... desperate
Thank you rafael390j for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello there,
Thank you rafael390j for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Bora Jogar Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.
Thank you!
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.
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 Gaming Curaçao Authority (complaints@gaming-curacao.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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
