BurningBet Casino - Player's account has been mistakenly locked due to gambling addiction.

Hi,

I have used burningbet since August. I had a great winning run playing blackjack. Now that I have tried to log in to my burningbet account it is locked due to this error message "user disabled due to gambling addiction".

First, I don’t have gambling addiction. I have never requested to be disable my account due to gambling addiction. I ask burningbet to right their mistake and open my again for login. At the very least payout my 26 750 euro balance.

Hope to hear from all parties at your earliest convenience.

Best regards.

Dear Stayer,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Can you please confirm if you ever requested to be self-excluded in any online casino?

Have you made any successful withdrawals from BurningBet Casino before?

Have you passed KYC verification?

When was the last time you communicated with customer support and what it was about?

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

Can you please confirm if you ever requested to be self-excluded in any online casino?

No, I have not requested to be self-excluded in any casino.

Have you made any successful withdrawals from BurningBet Casino before?

No. No successfull withdrawals.

Have you passed KYC verification?

Yes, I have passed KYC.

When was the last time you communicated with customer support and what it was about?

Not heard anything from support since the account was disabled.

Best regards.

Before we move forward with your case, please forward any relevant communication between you and the casino regarding the issue to veronika.l@casino.guru. Thank you in advance.

No worries, sent you now.

Thank you very much, Stayer, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Stayer,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Dear Stayer,

We provide information regarding your complaint.

During the check of your gaming session, it turned out that you used the Early Betting strategy - bets with a subsequent drop in the odds of the selected markets, which is a violation of the rules of the project.

On 10/04/2023 you were informed by email (*******@gmail.com) that your account was closed due to violations of the project rules:

3.34 Burningbet reserves the right to invalidate the concluded betting agreement (including the one concluded before or after the event), to refuse to fulfill the obligations under such agreement (including refusal to pay any winnings), or to return any paid bet in case:

- The Gaming Account is used for playing in arbitrage situations;

The BurningBet administration has the right to declare such bets invalid and block the Client's account.

Due to a violation of Rule 3.34, your winnings have been forfeited and your account has been closed and cannot be reopened.

The amount of your deposits (less an administrative fee of 15% according to rule 7.6) will be returned to you in accordance with the regulations of the financial department after verification of your bank account, about which you were also informed in the email of the casino risk department on 10/04/2023.

We also draw your attention to the fact that on 10/04/2023 the financial department sent you an email with a list of documents required to verify your payment method in order to return your deposits minus a 15% commission according to the casino rules.

We ask you to provide the information requested by the financial department to the financial department email kyc@burningbet.com

After successful verification of your bank account, deposits will be refunded according to the casino rules.

The Casino is not responsible for your opening a new account or for any losses you may incur after opening a new account. We reserve the right to terminate any account created in violation of these rules at any time.

Sincerely, Risk Department BurningBet Casino.

Hi,

How can you say that I used my account to arbitrage? The bet you are referring was in line with the general market at the time of bet placement. How can it be arbitrage when the whole market all has the same price? I ask

that you reconsider as I am careful to take prices that is deemed fair and are in line with the rest of the market at the time of bet placement. That the market later dropped on my bet is not my fault and I cannot be punished for

such movements.

Also, you are voiding 4000 eur+ in blackjack winnings which also was won fairly. To refund my balance is a violation of fair and safe gaming environment, which you are obligated to ensure for your players by your regulator.

I never received an email from burningbet regarding this. This is news to me.

Hope to hear from you soon.

I want to correct/specify that burningbet are voiding 9350 euro from pure balckjack winnings. Hopefully casino.guru can see this as what it is.

Dear Stayer,

Could you please provide us with your betting history, including blackjack and sports betting? We would like to assess whether the winnings from blackjack were influenced by your success in sports betting.

Hi,

I sent you an email now with evidence, Jozef.

Best regards.

Hi Stayer,

I responded and requested further information.

Hi Jozef.

I repsonded 5 days ago. Burningbet might be of help for your spesific request.

Hope to hear from you soon!

Best regards.

Dear Jozef,

We have sent the necessary information regarding this complaint to your email.

Sincerely, Risk Department BurningBet Casino.

I confirm that I have received it, and I am extending the timer by 7 days because I need more time for evaluation.

Hi Jozef and burningbet team.

@Burningbet, I still have not received any email from your casino regarding the required documents for verification.

I ask casino.guru to redact my personal email from Burningbets previous message. I would appricate that alot.

I say this with respect @Burningbet, please respect my privacy.

Best regards,

Stayer

DearStayer,

We have completed the evaluation of the provided documents. I will first contact the casino team and then provide you with our final statement based on the outcome.

Thank you for your patience.

Dear Stayer,

Thank you for your patience during the resolution. After direct communication with the casino team, I have a conclusion. Since we do not handle sports betting complaints and those blackjack winnings originated from sports betting, we have no choice but to confirm acceptance of the information from the casino team.

We inform you that after the player provides the necessary documents, we are ready to return the amount of the player’s deposits minus a 15% commission in accordance with the rule of clause 7.6 of the project (12,750 EUR), as well as pay the player’s winnings in the game "Crazy Time" in the amount of 900 EUR.

I am very sorry about the situation and be aware that I am not saying that the confiscation was fair or unfair, but since we are casino-focused, I can only reject the case and redirect you to the relevant authority. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Kind regards, Jozef

jozef.k@casino.guru