BonusBet Casino - Player's withdrawal has been denied.

First, my withdraws were being stalled by asking multiple kinds of documents and verifications one after another. Even after I delivered everything they asked for, suddenly they claimed that their Terms Of Services were broken, so they cannot pay me anything but my original 1,5k deposit back. I am confident that I have not broken any rules, so I tried to ask them spesific reason for this denial, but they refused to answer that and only told me that their decision was final.

The only message i get from them is:

"12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company."

Key statements:

1 - IP disguising (VPN)

2 - Forged Documents

3 - Bonus Abuse

4 - Fraud, fixing

Answers to these statements:

1 - I have not used VPN or tried to hide my IP-address or location in any way.

2 - All my documents have been legit and they have been verified.

3 - I have not abused any bonus, and haven't even claimed any bonus winnings. All winning were raw money.

4- I have not been part of any fraud or fixing.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which games you played in order to accumulate your winnings? From the history you uploaded with your complaint, I can see that most of your bets were on baccarat. Did you play any other live casino games?
• Am I correct in understanding that your account was fully verified before your winnings were voided?

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

Hi!

The games I played were 3 card poker, baccarat, and live sports betting. And yes, my account was fully verified and yet, the winnings were taken away from me.

Dear fedemen,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Please note that if the matter becomes solely about sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department that handles such issues.

Hello fedemen,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will attempt to contact the casino team to see if I can assist you. However, I must inform you that BonusBet Casino has not been particularly cooperative in resolving player complaints with us in the past, and they currently have several unresolved complaints, which unfortunately diminishes the likelihood of a favourable outcome for your complaint. Nevertheless, I will reach out to them and endeavour to find a way to help resolve the matter if possible.

We want to invite BonusBet Casino to join the conversation.

Dear BonusBet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused.

You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Hi!

Thank you for being honest with that. I am sure you guys are doing your best, and I am really grateful for that. I'd like this to be solved with a easier way, but if not, I am willing to take legal actions against them.

Thank you for trying to solve this with more ease than that.

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.

Dear fedemen,

I have received the following response from the casino team:

Dear Michal,

Thank you for reaching out to us.

Regarding the complaint submitted by user "fedemen", we are providing evidence indicating repeated breaches of our website’s Terms and Conditions, specifically Term 12.10 concerning the interference with or disguise of IP addresses used to access our website. Term 12.10 states:

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

Based on our investigation, user "fedemen" accessed the account through two IP addresses, with the most frequently used IP being identified as a proxy IP by our fraud detection provider...

we concluded that the user knowingly breached Term 12.10. As a result, winnings were deducted from the account. It is important to note that no deposited funds were confiscated. The player’s last two deposits (€1,500 in total) remained fully available in the account balance.

In summary, we assert that our actions were fully aligned with our Terms and Conditions, and the winnings deduction is justified in this case.

Thank you for your time in reviewing this information. Please let us know if you require any further details or clarification.

Best regards,

Kind regards,

Customer Support Team

Although I acknowledge your previous statement, "I have not used VPN or tried to hide my IP-address or location in any way", are you certain that you have not used any VPN or similar app or program when accessing and playing in the casino?

Can you please confirm which internet connection you are using? Also, can you please confirm your home IP address?

You can use a free service like What Is My IP Address - See Your Public Address - IPv4 & IPv6 or What is my IP address location? See your public IP address | NordVPN

Dear fedemen,

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,
Michal
Casino.Guru

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

We have received the following message from the player:

Hi.

First of all, sorry for not responding. I didn't get any notifications of these messages untill now, so that's why.

Then to the actual topic:

I'd like more specific information about that vpn abuse accusation. Only thing that comes even close that could be related somehow to that, is my gamban app on my phone. I have shared network from my mobile phone to my laptop, but even there, the IP-address, location etc. should stay the same.

So I don't think that the statement:

"i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")"

is not true, and my location and IP-address should've been all the time in Finland

Dear fedemen,

Can you please confirm which internet connection you are using? Also, can you please confirm your home IP address?

You can use a free service like What Is My IP Address - See Your Public Address - IPv4 & IPv6 or What is my IP address location? See your public IP address | NordVPN

As said, I usually share internet connection from my mobile to my laptop. The operator I have is Telia, and the IP address should be 109.240.99.175. I don't use my home wifi that often but that address should be 192.168.1.100 if I'm correct.

I hope this information helps

Dear fedemen,

Thank you for your response and for confirming the IP addresses used.

I have reviewed them using several publicly available IP reputation and proxy detection tools, and one of the IPs is indeed flagged or identified as a proxy/VPN-related address. From a strictly technical standpoint, this would appear to fall under the casino’s internal rules that you agreed to upon registration and that were applied to your account.

That said, we have encountered multiple cases where IPs are flagged as proxy/VPN-related not fully correctly or where addresses are dynamically assigned by internet service providers rather than being actively used via VPN or proxy applications. For this reason, we do not consider the mere presence of a flagged IP address to be, on its own, sufficient grounds for actions such as confiscation of winnings without further supporting evidence.

I have conveyed our position to the casino and am currently awaiting their response.

Dear BonusBet Casino,

I look forward to your response to my email.

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.

Dear fedemen,

Unfortunately, I have not received any further response from the casino team, which prevents any further progress in this matter.

As previously noted, from a strictly technical perspective, one of the IP addresses used has been flagged and confirmed as proxy/VPN-related activity. Such usage falls under the casino’s rules as communicated previously, and applied to your account. On this basis, the casino appears to have had reasonable grounds for its actions. However, no additional clarification has been provided regarding how this activity may have resulted in any unfair advantage.

In the absence of any further communication from the casino, I am left with no alternative but to close the case as unresolved at this stage.

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, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know how the ADR and/or the MGA responded and whether they were able to help you. at michal.k@casino.guru.

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

Best regards,

Michal

Casino Guru