BurningBet Casino - Player’s account has been blocked.

Dear Sir or Madam!

I am asking you for help in resolving the current situation with BurningBet Casino.

I am convinced that the casino unreasonably blocked my account and confiscated my 20 eur.

I was assigned video verification via Skype.

On July 28, during the verification process, I had problems with my phone and the call stopped. Immediately after the incident, I repeatedly tried to contact the casino: I called and wrote in Skype, but the casino did not get in touch.

On the same day, July 28, I received a letter from the casino about blocking my account and confiscating money.

I believe that there were no violations on my part, the casino did not provide me with sufficient opportunities for video verification.

As for the submission of documents - all requested documents for verification have been provided.

Since the casino does not respond to my letters, I ask for your assistance in resolving my problem. Thanks in advance.

Dear flybird87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that the interrupted Skype call seems to be the only obstacle standing between you and your winnings? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good afternoon! I am well aware of the importance of the KYC procedure. I believe that the only obstacle to receiving your winnings is the interrupted Skype call. I provided all the documents requested earlier and the casino did not report their shortcomings.

I am sending my correspondence with the casino to petronela.k@casino.guru.

Hope you can manage to help me.

Thank you very much, flybird87, for providing all the necessary information via email. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear flybird87,

I looked at your complaint as well as the provided screenshots and I understand the situation. I’ll contact the casino and see if I can help.

I would like to invite BurningBet Casino to join this conversation.

Dear BurningBet Casino team,

Can you please explain the reasoning behind your decision in this case? You can forward any relevant evidence to my e-mail address andrej.p@casino.guru.

Dear flybird87,

The situation you describe has been examined in detail.

After checking the documents you submitted you were assigned for video verification via Skype call with our representative from the Risk Department - July 28th at 15:00 (GMT+3).

During the video verification, it was found out that you were not able to answer the majority of questions, concerning your account and actions made on your account. That is, you were not able to confirm the holding of an account in our casino.

Based on this, it was decided by the Risk Management Department that you are not the owner of your account / or have transferred it for use by a third party.

Our casino rules forbid registering an account with a third party or transferring an account for use by a third party.

Based on this information, your account has been closed and your winnings confiscated. You are forbidden to play in our casino and casino partners specified in the license.

Thank you, BurningBet Casino, for clarifying. Please forward the relevant evidence to my e-mail address andrej.p@casino.guru.

Good day!

I believe the casino is misleading you.

The whole conversation lasted just over 5 minutes. All questions were answered. Because of the excitement, I initially confused the amount of the withdrawal. I, like any person, sometimes make mistakes. But then I gave the correct amount). And the casino, apparently, decided to take advantage of my excitement and immediately blocked my account and confiscated my winnings.

I affirm that the account belongs to me, and I have not transferred it to anyone.

Thank you, flybird87, for informing us. Once the casino provides the necessary information, we will thoroughly review it. I’ll keep you posted on any updates.

Hello dear Andrej,

All details regarding your request have been sent to the email address you provided: andrej.p@casino.guru

Thank you, BurningBet Casino, for providing the clarifications via e-mail.

Dear flybird87,

Please be informed that the casino has not provided us with the necessary evidence, which would be the recording of the Skype call.

We have been informed that the verification call was deemed failed due to the fact that few specific questions related to your gaming account were answered incorrectly.

Before we proceed with the investigation, could you please advise if you are certain that all questions asked during the call were answered correctly?

Good day! Yes, I am sure that all the answers are correct. As I indicated earlier, due to excitement, I initially confused the withdrawal amount, but after that I gave the correct answer. If the wrong answers were given, the casino would provide evidence. And so the casino indicates that there is no recording of the conversation.

I also provided enough documents to go through the KYC procedure.

I believe the casino is holding my money for no reason.

Dear flybird87,

We were informed that the casino will only provide us with the recording of the video call if you provide a documented statement of your consent to open confidential data with your personal information, date, and signature.

Please let me know if you are able to provide the statement or if you have any questions.

The casino deliberately took a winning position, knowing that no one would agree to provide confidential data: while communicating on Skype, I provided my personal data, passport data...

I think it would be appropriate to make a new Skype call.

Dear flybird87,

Unfortunately, since your claims and those of the casino team contradict each other, we will need to review the recording to make an informed decision in your case. The casino informed us that with your consent (in a written form), the recording can be provided.

Do I understand correctly that you do not wish that the casino would share the recording with our platform? If so, there’s also the option to submit an official complaint to the casino’s Licensing Authority.

Please let me know how would you like to proceed.

Good afternoon casino and guru! I am ready to provide consent to the disclosure of my confidential data with personal information on the following grounds:

I am absolutely sure that I am right;

I am ready to assist in resolving this situation;

My consent to provide personal information only applies to this complaint.

Burningbet Casino please provide a sample application.

Good day! The casino did not provide me with a sample privacy statement.

Will a free-form application written and signed by me be accepted?

Hope for cooperation.

Dear flybird87,

I apologize for the delayed response. We were discussing this with the casino and were informed they will need you to provide a written document with your personal information (passport data) saying that you give consent to the casino to disclose your personal information to our service.

You’ll need to provide the following:

1. Photo of the document (consent)

2. Photo with your passport in your hand

3. Photo with the consent (so that the data is readable)

As for the document form, I have sent a template to the casino representative. I’m currently waiting for them to let us know if it can be used in this case or provide a suitable template. I'll let you know once there's any news.

Dear flybird87,

I still haven’t received a response to the e-mail I sent to you on Sep 23, 2021. I’m extending the timer by 10 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Good day! The power of attorney completed and signed by me has been sent to your email address.

Thank you, flybird87, for your cooperation. I replied to your e-mail. There is one more photo that we will need to be able to continue with the investigation.

Dear flybird87,

I have not received any e-mails from you since September 27, 2021. I’m extending the timer by 7 days. Kindly note that in case you don’t reply or provide the requested information in the given time frame, I will have to reject your complaint.

Dear all,

Unfortunately, we’re forced to reject this case because flybird87 has stopped responding to our messages and questions. Without their cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

Dear BurningBet Casino team,

Please be informed that flybird87 has provided all requested photos. The information was sent to you via e-mail.

I’m setting the timer for 7 days. We’ll wait for further updates from you. 

We would like to ask BurningBet 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’.

Hello dear Andrej,

All details regarding your request have been sent to the email address : andrej.p@casino.guru

Thank you, BurningBet Casino, for providing the requested evidence.

Dear flybird87,

Unfortunately, after a thorough review of the recording of the video call, we have to confirm that there is a sufficient amount of indications proving that you’re not the person who was using the gaming account. Therefore we consider the decision of the casino to be justified in this case, which means this complaint will be rejected as ‘unjustified’.

In case you are not satisfied with our decision, I can recommend you to contact the casino’s Licensing Authority (Curacao Antillephone), although I believe their ruling will not differ from ours. Please let me know if you decide to do so and our assistance is needed.

Please indicate on the basis of what "sufficient signs" you made such a decision. I, like any person, tend to worry and sometimes make mistakes. But I claim that the game account belongs to me and was used only by me! I am ready to provide any additional evidence.

Dear flybird87,

I’m sorry I can’t be of more help, but our decision is final. One of the indications is the fact that during the call, most of the questions asked were answered incorrectly. I’m afraid I can’t go more into more detail.

Dear all,

As explained earlier, we will now close this complaint as ‘rejected’.