BurningBet Casino - The player's unable to verify his account.

Είχα κάνει κατάθεση με χρεωστική καρτα πριν 1 χρονο 50 ευρώ,ολοκληρώνω τοτε το wager μου λένε για να κανείς ανάληψη με skrill που ήθελα τοτε θα πρέπει να κανείς deposit με skrill αφού ζητάς με αυτο το τρόπο.Τα παράτησα τα έπαιξα και έφυγα οκ.φέτος έβαλα 30 ευρώ Ολοκλήρωσα το wager και εχω ανάληψη καθαρή 1800 ευρώ.Η κατάθεση έγινε φέτος με skrill (τα 30 ευρώ) και κάνω ταυτοποίηση κανόνικα το λογαριασμό μου ταυτότητες ,διευθύνσεις,skrill account και κάνω withdraw.Ακούστε τι ζητάνε.Ταυτοποίηση της πρώτης χρεωστικής κάρτας που είχα κάνει πριν ενα χρονο η οποία πλέον δεν ειναι ενεργή λόγω απώλειας.Μου στέλνουν να επικοινωνήσω με την τράπεζα μου να μου εκδώσουν ότι αυτη η χρεωστική δεν ειναι valid πλέον και ότι όντως ήταν δίκη μου τοτε.Δε μπορω να βγάλω ακρη με τη Eurobank,και βλέπω το κέρδος να μην μου αποδίδεται.Ειλικρινα δε ξέρω πως να το χειριστώ και πως να τους πιέσω.Τους έστειλα την τωρινή μου χρεωστική και δεν τους κάνει.Προτείνεται κατι σαν λύση?

Hello Kounabi,

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 if your account is already verified and is yes, since when exactly? Did you inform the casino about the card being already inactive? When was the last time you speak to the casino and what did they respond?

It is not an unusual request to verify your first deposit as well but if the card no longer exist and you can prove if for example by a statement from the bank there shouldn't be any issue with finishing the verification process.

Looking forward to your answer.

Regards,

Nick

Ο λογαριασμός μου έχει επαληθευτεί στις 20/06/22 με τα εξής στοιχεία:

1)ταυτότητα,2)επαληθευση διεύθυνσης,3)skrill στοιχεια,4)κατόπιν δικού τους αιτήματος  την τωρινή μου χρεωστική καρτα.

Ο λογαριασμός μου στο πεδίο verification γράφει "account verified".

Έχω ενημερώσει το καζίνο ότι η κάρτα που είχε γίνει η πρωτη κατάθεση(πριν ενα χρονο) δεν υπάρχει πλεον λογω απώλειας.

Η τελευταια φορά που μιλησα με το καζινο ηταν χθες και μου απάντησαν το εξής:

We inform you that in order to withdraw your funds quickly and efficiently, we ask you to send us following documents and information about your Credit / Debit Card: 

- Please provide us with an official document confirming that the bank card 516732******0399 is no longer valid. 

*Please note that you can request and receive a statement from your bank. The document must include the card number and the name of the bank card holder. 

We assure you that your personal information and any payment information are governed by our reliable data protection system.

Please send the list of documents to kyc@burningbet.com and write down your login as the email subject.

Έχω ενημερωσει την τραπεζα μου να μου στειλει ότι ημουν κατοχος της καρτας και οτι δηλωθηκε απωλεια και αναμενω απο την τραπεζα μου.

Παντως ειναι εμφανες οτι θελουν να μου κανουν τη ζωη δυσκολη και να μην γινει η εκταμιευση.

Για οτι αλλο χρειαστειτε ειμαι στην διαθεση σας.

Hello Kounabi,

I can fully understand that it might seem difficult to verify but if the casino requested it, I can only recommend to contact your payment provider to issue such a document. Can you please advise if it will be possible for you to get that document?

Hello Kounabi,

If you just sent the document, be sure to wait at least a week for the casino to process it. If there won't be any update within the next week, we will definitely intervene. I will set the timer back on you until then.

Be sure to keep us informed.

Regards

Dear Kounabi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

I have contacted with my bank and send me the paper that proves that the card was mine and i lost  the previous year, and doesn't exist anymore. Then they send that they want my skrill card to be verified. I did it, i send them all. The next step was to close my account .When i am trying to log in my account the site say: due to gambling addiction you can't enter your account. I haven't played since the withdraw request(FIFTEEN DAYS).It is obvious what is going on(they don't want to pay). They made me suffer in any way they could so i will quit the whole withdraw,and furthermore they closed my account with lies. I sent them mail why my account is closed, no response. I know that i lost the money. I just want to know the whole issue the players so they won't get through what i have got.If you can help me, i would be appreciate it. The thing is that the have all my personal information ,company that is totally fake, and i am afraid where they sell my information.

Hello Kounabi,

Could you please advise if you have ever contacted the casino with the request of closing your account? Did you ever mention any gambling issues or addiction to them?

I have never asked something like that. It is obvious what  is going on.

Thank you Kounabi for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Kounabi,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite BurningBet Casino to the conversation to participate in the resolution of this complaint.

"During the detailed verification of your account and provided documents it was found the transfer of funds between you and the players ELROCHIR and BAKALIS."

I can't understand what the casino say. Who is ELROCHIR and BAKALIS? They say that they are the same players with me? That i made second and third account? I haven't done it. If their system has such names, did they provide the same documents aw me(id card, bank details that the card belong to me etc)?Did they try to get wining ad provided the same documents as me? Are this usernames have the same email with me? Please explain me what do you mean.

Hi all,

Thank you for your replies.

Dear Kounabi,

I believe what the casino rep says is that there are transactions between your account and the other two players' accounts. We will discuss this internally and I will get back to you.

Dear BurningBet Casino team,

Could you please forward any relevant evidence to my email address (peter.m@casino.guru)? All sensitive information can be blurred out of course.

Καταρχάς ευχαριστώ το guru casino που υπάρχει και μόνο , έχει δίκιο κάποιος παίκτης η όχι να συζητούνται πράγματα ώστε να μπορούν να ενημερώνονται όλοι είτε είναι υπέρ η κατά της μιας ή της άλλης πλευρας.Εγω γνώριζα από την αρχή ότι δεν θα έβρισκα άκρη με το συγκεκριμένο καζίνο από την αρχή του έκανα αίτηση απόσυρσης χρημάτων.Μου ζητούσαν πράγματα τα οποία δεν ήταν λογικά.Τωρα το τι απαντούν για συναλλαγές μεταξύ ονομάτων κτλ,νομίζω ότι και αυτοί το ξέρουν ότι δεν ευσταθούν απλά όταν ένας πελάτες με 30 ευρώ βγάζει τόσο μεγάλο κέρδος 1800 καλώς η κακώς και αναλόγως το καζίνο προσπαθεί να μην πληρώσει.αν είχα δει από το site σας την κριτική για το συγκεκριμένο καζίνο δε θα έμπαινα ποτέ σε διαδικασία να μπλεχτω.Τωρα αν κάποιος που τον ενδιαφέρει να κάνει κατάθεση στο συγκεκριμένο καζίνο καθίσει και διαβάσει συνολικά τι έχει γίνει θα πάρει την σωστή απόφαση.Τωρα αν στην χρεωστική κάρτα που έχασα διέρρευσαν σε διάφορα site οι κωδικοί της και έγινε χρήση κακόβουλα από άλλους αλλά το καζίνο δεν είχε κάποια απόσυρση χρημάτων τότε και το ενδιέφερε ,σου έλεγε κατέθεσε εσείς και άμα πάρετε ποτέ χρήματα,τα λέγαμε .εγώ όπως και κάθε παίκτης συνειδητά δε θα κάναμε κάτι τέτοιο γιατί αυτόματα τα οποία κέρδη δεν θα τα έδιναν ποτέ.Το μόνο κακό προσωπικά είναι ότι είναι εκτεθειμένα τα προσωπικά μου έγγραφα και μόνο αυτό θα ήθελα το καζίνο burning bet τουλάχιστον να επιβιώσει εδώ και ενώπιον σας ότι θα διασφαλιστεί το απόρρητο μου.Κριμα πάντως για σαν καζίνο το περιβάλλον ήταν πολύ καλό σε σχέση με άλλα.Ευτυχως σαν guru casino έχετε εναλλακτικές λύσεις.

Dear Peter.

At your request, evidence of a violation of our casino rules by player Kounabigaming has been sent to the email that you specified.

Dear BurningBet Casino team,

I sent you some additional questions regarding the complaint. Looking forward to your response.

Dear Peter,

Additional information was provided to you, at the email address that you specified: peter.m@casino.guru

Dear BurningBet Casino team,

Thank you for the email. However, the points aren't very relevant. The players obviously know each other, but that doesn't necessarily mean that they committed fraud. One single bank transfer isn't much of a proof. Unless there is clear evidence that the player(s) did something wrong, I'm afraid we can't accept your decision to confiscate their winnings.

Dear Peter.

The decision regarding the player KOUNABIGAMING remains unchanged.

The pattern between players ELROCHIR and KOUNABIGAMING is obvious.

1) Both players are registered under the same affiliate link.

2) Both players used a Skrill wallet for deposit.

3) Both players indicated 30EUR as the deposit amount, although the minimum deposit amount for the bonus is 25EUR.

4) Both players live in Greece.

5) Both players used bonuses for betting.

All the given facts prove that the players know each other not only because of the transfer of funds between their Skrill accounts.

The player KOUNABIGAMING has clearly violated the rules of our casino: 

3.6. It is prohibited to transfer funds from one account to another.

The rules of our casino prohibit the transfer of funds between players (regardless of whether it is one transfer or more).

Actions in relation to the player KOUNABIGAMING were performed strictly in accordance with the regulations of our casino. 

If a player does not agree with the rules of our casino, he can appeal to the licensing authority.

Dear BurningBet Casino team,

There is no pattern except for one single one-way transfer of funds that could have been anything.

1) is it forbidden for more people to use the same affiliate link?

2) is it forbidden for more people to use Skrill wallet?

3) is it forbidden to deposit €30 when the minimum deposit is €25?

4) I believe quite a lot of people live in Greece

5) yes, players very often take bonuses

I completely understand that these could be indicators for multiple accounts or bonus hunting etc. However, this can easily be just two friends who played in the same casino. If they both played in their own name, and are fully verified, there is no reason to confiscate winnings.

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’.

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Kounabi,

Unfortunately, it seems that the casino stopped responding entirely. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Curacao Gaming Authority (https://validator.antillephone.com/validate?domain=burningbet.com&seal_id=abed2a2ffaf5a546923a58344c012405b56b80c90daa90eae7fd4bcc140cbf63319d1070b64921e5167243626b004510&stamp=ebeac8a7cb914535fa61e3b520659c8b) and sumbit a complaint. A gaming authority has better options and tools to help players, especially in such cases like this one. Please let me know how the authority responded (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter

We’ve reopened this complaint at the request of BurningBet Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Peter,

We would like to inform you that we are ready to reconsider our decision regarding the complaint of the player Kounabigaming.

Our casino policy has been reconsidered and we are very sorry about this situation with the player Kounabigaming.

Please note that the Risk Department has reviewed the player's complaint and has taken all aspects of it into consideration.

In case of revision of the complaint of the player, under the rules of our project, we are ready (to withdraw to the account details from which were deposited to the gaming account within 10 working days) the amount of €1800 specified in the complaint.

In the case of the payment of this amount, the player Kounabigaming has to confirm his agreement within 10 work days in this complaint.

Best regards.

Burningbet Casino Risk Department.

First of all, I would like to thanks the casino for the reconsideration of my complaint ten months ago.I can’t understand the phrase ‘under the rules of our project’ of their replyment.Of cource I will revision the complaint if they are going to pay the money that I won.

I would like to add that not only they block the account to their casino till now I am writing this answer but I can’t make another registration to their sister casinos with my email.please Peter help me what they need from now on.If I see the money to my bank account(I can’t remember the withdraw method -skrill I think) of course I will undo the complaint.

Hi all,

Thank you for your replies.

Dear Kounabi,

We can't force the casino to let you play. The casino has the right to refuse to offer its services to anyone as long as the balance due is paid to the player. Please let me know as soon as you receive your funds.

Hi to all,

  I confirm the transaction to my Skrill account, the amount of 1800 euros from the casino: "burningbet".

  I would like to thank Peter and the whole "kazinoguru-gr.com"  that solved the issue.

  As for the casino, I also want to be an example to other casinos that occasions must be re-examined whatever the result will be, negative or positive for the player.

  Am I still blacklisted from your site, and to other sister sites?

Thanks for everything again.

Dear Kounabi,

We regret to inform you that you are not allowed to play in our casino or the casinos indicated in the license.

Best regards.

Burningbet Casino Risk Department.

Thank you all for your replies.

Dear Kounabi,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Kounabi, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter M