Bally Bet Sportsbook & Casino PA - Player’s account has been closed.

I had been with this casino for nearly 2 years .. no issues , no problems…and all of a sudden there sight wouldn’t work right ..location errors (".Pennsylvania state only casino..""I’m from Pennsylvania.)So no issue there ..

THEN out of clear blue sky ..I was banned ..no reason no explanation..plus I had been with them couple years with no problems..closed and banned my account for no reason..and didnt work with me to resolve any issues.

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Dear deborahannculver19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the KYC verification, please?  
• Did you have any remaining balance in your player account when your account got blocked, please?   

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

The casino slots I played used..yes I passed verification I had the account almost 2 years..I believe a $5 balance on the account .

I reside in Pennsylvania played from the same location whole time..no where else but from home..they state a Pennsylvania casino…which is my state..

my confusion was I played on there almost 2 years..and then saying I’m banned..there was no reason for that .nothing different took place to cause that..came out of nowhere .

thanks

Dear deborahannculver19,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I don’t have any emails saved with this casino there wasn’t much chat back and forth Been With them for 2 years and wondering why they closed my account for no reason would like it reopen ..

Thank you very much, deborahannculver19, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello deborahannculver19,

I am Michal, and I have taken over your complaint. After reviewing your case, I’d like to let you know that—although it’s not the most customer-friendly practice—most, if not all, online casinos have policies allowing them to terminate a player’s account or services at their own discretion, provided that all financial obligations have been fulfilled. I understand this isn’t ideal from a player’s perspective, but it is a common standard across the industry.

That said, I can agree with you that the casino team could be more transparent in explaining their decision. I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Bally Bet Sportsbook & Casino PA to join the conversation.

Dear Bally Bet Sportsbook & Casino PA,

Can you please provide clarification on why the player's account closed? Can you please confirm if there were any funds in the account prior to the closure?

If there are any factors influencing this matter that may not be suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru

Ok thanks , yes there was $5 in account when they closed it

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’ which may negatively affect its rating.

Ok thank you

Dear deborahannculver19,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Pennsylvania Gaming Control Board and submit a complaint to them at File a Complaint/Dispute | PGCB The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru