The player from Greece had found his casino account locked without notice after he requested a withdrawal and submitted verification documents. His subsequent emails, which requested the return of his money or deposits as per the website's terms for account closure, had not been answered for over 20 days. The player had claimed to have played slots exclusively, but the casino had provided evidence that most of his winnings were from sports betting, which contradicted the player's initial statement. The casino security team had detected that the player had engaged in a 'value bets strategy', which was a violation of their terms. Since the complaint had been related to sports betting, we had rejected the complaint as we couldn't competently judge all the pros and cons. We had advised the player to submit a sports betting-related complaint on relevant websites and assured our assistance for any future issues related to casino games.
BurningBet Casino - Player’s account closure results in confiscated winnings.
Amount: €538
BurningBet Casino
Safety Index:HighOther
REJECTED
Case summary
It all started when I made my first withdrawal request. Initially, the company asked for documents to verify the debit card with which I had made the deposits. I sent the proof, but they never responded to tell me if everything was okay! The next day, I tried to sign into my account and found that they had locked it without any notice. After I emailed their support, they told me they had sent an email about the account closure. This was a LIE! When I asked them to resend it, I received it within the next minute. It stated that my account was closed because of alleged rule violations, which were never specified! Following this, I sent 3-4 emails requesting either the return of my money, or at least my deposits. As per their website's terms and conditions, it states that deposits are to be refunded upon account closure. NO ANSWER for 20 days now. Each time I communicate with their support through chat, they ask me to send an email. However, they never respond to the emails!
Hello gerasimoskioukas,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BurningBet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise how much did you deposit into the casino and how much was your real money balance when your account got closed? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
If possible, please forward the communication between you and the casino to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
Hello. The actual money I had in my account was €538
I don't remember all the deposits and unfortunately I can't find them because they have blocked my access to their page. It was definitely over €300. I will try to find conversations and send them to your email.
Thank you gerasimoskioukas for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello gerasimoskioukas,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.
We would like to invite BurningBet Casino to join the conversation.
Dear BurningBet Casino,
Could you please furnish additional details regarding the possible violations of your rules by the player? Please forward any supporting evidence for your claim the player has breached your rules to me at michal.k@casino.guru
Dear Michal,
We inform you that we have sent the necessary information to your email.
Please review the information provided.
Best wishes,
Burningbet Casino Risk Department.
I would also like to receive this information BurningBet Casino because the emails I have sent you asking for it have never been answered! Also reply here if I am entitled to a refund of my deposits in case of account closure on your page.
Dear BurningBet team,
Thank you for your email, I have responded back with additional questions.
Dear gerasimoskioukas,
Have you accumulated your winnings with a bonus? If so, which bonus was that? Do you remember which games and game genres you have played?
No, I didn't use any bonus because I didn't like its terms. I played exclusively with my own money. the slot i played was money train and i got bought bonuses.
Please ask them to answer us from the casino if What they write in their terms that the deposit money is returned In case of account closure is valid or not.
Dear gerasimoskioukas,
I'm waiting for further information and evidence from the BurningBet team, but if the violation of terms is confirmed, the casino team can act according to their rule, for example:
SUSPENSION BY US
14.8. reserves the right, at its own discretion, to void any winnings, to forfeit any balance (winnings and deposits) in your account, to cancel any bet, to terminate the Agreement and to suspend for Account Holder the usage of Services or deactivate his/her account if:
- we have a strong reason to believe that you use any software-assisted methods or techniques or hardware devices during your gambler / gaming process with using the services
14.9 ...
- If administration makes a decision to close the user`s account or if user on his own make such decision and send a appropriate request to Customer Service Department, the full balance will be paid out unless user is not suspected in any illegal and/or forbidden (e.g. Arbitrage, etc.) activities.
Are you saying you played only slot games? Can you please elaborate on this: "the slot i played was money train and i got bought bonuses." What do you mean by I got bought bonuses?
Most slots now have a "bonus buy" function which you buy with an amount And you directly enter the bonus in each slot without having to play spins.
It's not something illegal. It is a service provided by slot providers and casino pages. The game was "money train 3" I think.
Dear gerasimoskioukas,
Thank you for your response, so to confirm, you played only slot games, right?
Lately yes. Only in the first few days of the account I played a few sports bets without a problem. As soon as I played slots and they asked me for ID they locked my account.
Thank you for the clarification,gerasimoskioukas. I kindly request your patience as I await additional information and evidence from the BurningBet team.
Dear Michal,
We inform you that we have sent the requested information to your email(michal.k@casino.guru).
We ask you to familiarize yourself with the evidence provided.
Thank you in advance!
Sincerely,
Risk department of BurningBet Casino.
Dear BurningBet team,
Thank you for your email with the additional information and evidence.
Dear gerasimoskioukas,
After reviewing your game log, we could see that most of the time you engaged in sports betting. This contradicts your statement, "I played a few sports bets." You did play slot games "Money Train 2" and "Wanted Dead or a Wild" as well, but most of the bets were losing bets. Instead, almost all of your winnings were coming from sports betting, and after reviewing your gameplay, the casino security team detected you engaged in the "value bets strategy."
As the complaint is specifically related to sports betting we wouldn't be able to competently judge all the pros and cons, therefore, we have to reject your complaint. Thank you for your understanding.
You can try to submit a sports betting-related complaint on these websites:
https://www.bookmakers.bet/submit-a-complaint/
https://www.top100bookmakers.com/contact-us/
https://www.sportsbookreview.com/sportsbook-complaint/
We’re truly sorry we couldn’t be of more help in this case.
If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.
Best Regards,
Michal
Casino.Guru
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