Barz Casino - Player’s winnings are confiscated.

I played at barz.com and took a bonus. In the end i had 1546 eur to withdraw, which i was quite pleased with. As well as having fun playing there. They are accusing me of breaching their tos, but i think i did not break it as they are refusing to prove to me that i did. "Only one promotion is awarded per account per player meaning one per family, household address, IP address, email address, telephone number, credit or debit card and/or e-payment account, or shared computer (e.g. school, public library or workplace). If you are found to be in breach of this clause, all winnings will be confiscated." this is what they are saying i breached.

I hope to be able to resolve this issue.

Dear jernbrekket,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you logged into your casino account on any public computer?

Have you used any VPN or IP-masking software while accessing the casino website?

Could you please advise if you have passed the KYC verification?

Could you kindly send me a screenshot or a link to the bonus you activated and played with?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I dont think someone at my house played at barz, i used my mobile phone data when i played.

I have not played on a public computer no.

I did not use a vpn.

My account did pass the kyc verification

https://www.kongebonus.com/til/barz here is the link for the bonus i took.

• Have you ever shared your internet connection (mobile hotspot, Wi-Fi, etc.) with anyone else who might have played at Barz, even briefly?
• Have you ever created an account at Barz in the past under a different email, name, or device?
• Have you used the same payment method (credit/debit card or e-wallet) on any other casino accounts for Barz or their sister sites (within the White Hat Gaming group)?
• Do you still have access to the original bonus terms from when you signed up or screenshots showing the promotion details and conditions? Was it a free bonus or a deposit bonus?
• Have you had any similar issues with other casinos before, or is this the first time something like this has happened?

Not that i am aware of.

Not that i can remember.

No.

I think it is the general bonus terms, it was a deposit bonus not a free bonus.

This is the first time it has happened to me.

Thank you very much, jernbrekket, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.

Hello, jernbrekket!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Hi Pavel,

For your reference, the customer was found to be in breach of Clause 4 of our Promotional Terms and Conditions, which states:

"Only one promotion is awarded per account per player meaning one per family, household address, IP address, email address, telephone number, credit or debit card and/or e-payment account, or shared computer (e.g. school, public library or workplace). If you are found to be in breach of this clause, all winnings will be confiscated."

We would also like to note that we have already been in contact with the customer, responded to his dispute, and referred him to the relevant Alternative Dispute Resolution (ADR) service.

Should the customer wish to escalate the matter externally, he is welcome to reach out to our approved ADR as outlined in clause 21 of our terms and conditions https://www.barz.com/en/terms#complaintsanddisputes

Kind Regards,

Barz Casino

Thank you, Barz Casino!

Please, send proof of the player having multiple accounts to my e-mail: pavel.k@casino.guru.

jernbrekket, unfortuntely, the casino is unable to provide us with any proof confirming you have multiple accounts. There is only one option left for you: to lodge a complaint with alternative dispute resolution provider eCogra: https://ecogra.org/forms/adr-dispute-step-1. Please, let us know if you will do so.

I wish to do so because they have unfairly taken my winnings. The only reason they are not sending proof is because there is no proof they can produce.

jernbrekket, all right. Please, lodge a complaint with the ADR and send the confirmation of it to my e-mail: pavel.k@casino.guru so I can close the complaint. Further, we reopen it when you will receive the decision of the ADR provider.

Dear jernbrekket,

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

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Pavel
Casino.Guru

We have reopened this complaint to change its status. The player has lodged the complaint with the regulator, so we will wait for its decision.

Dear jernbrekket,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Pavel
Casino.Guru