The player from Germany has been experiencing difficulties withdrawing his winnings. Subsequently, all the funds were played and lost. After a closer examination, we ended up rejecting this complaint as unjustified.
BurningBet Casino - Player has been struggling to withdraw his winnings.
Amount: €15,000
BurningBet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Dear Casino-Guru Team,
after a profit of 15,000 EUR I tried to withdraw the money. Unfortunately, the online casino makes a withdrawal as difficult as possible. I don't think this approach is fair at all.
Many online casinos are known to use delay tactics. Customers have to live with that now, even if that's not fair.
But what's particularly bad about this casino: They don't offer loss limits or gaming limits. After making my profit, I reported to the live chat and asked if it was possible to set a loss limit. The casino replied to me with:
[15:07] Alina: Unfortunately there is currently no way to set limits. The mechanism is under development.
This is not at all acceptable from my point of view and should, in my opinion, lead to the online casino being blacklisted. I've done my research by now and this online casino has many other sister casinos. So it can't be that you don't have the technology yet.
Since I have a gambling problem and I always gamble away my winnings without limits, this online casino is not acting responsibly at all. Responsible gaming is not an issue at all at this online casino.
Since I gambled away my entire winnings of 15,000 EUR, it would only be fair if the casino would at least reimburse me for my stakes (approx. 1000 EUR) out of goodwill and in terms of player protection.
Thank you for taking the time to read my report.
Automatic translation:
Public
Public
3 years ago
Dear Grillz520,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand that the casino reputation can’t be determined by a negative experience of one single player or by lacking a specific Responsible Gaming tool. It is not mandatory for all casinos to offer deposit or loss limits. I’m sure you understand.
I hope you’ll find a casino that can offer you a better experience and will be more suitable for your requirements. Nevertheless, if you have requested a self-exclusion due to a gambling problem but it was ignored, that would be a different story.
Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified.
I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Thank you Petronela for your feedback. I can understand that. At the end of the day, of course, it's my own stupidity.
I still have one question: Do you know whether such limits (loss or deposit limits) are mandatory according to the Curacao license? With MGA licenses, I know these options are mandatory.
I just find it annoying that the casino claims that this is still in development. Sorry, but that's not a new technology. Then you want the casino to be honest and say that you don't offer any limits. Or?
Automatic translation:
Public
Public
3 years ago
As I mentioned previously, it is not mandatory for casinos to offer all the tools of Responsible Gambling. Some casinos don't even offer an option to self-exclude.
Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
