The casino confiscated my winnings

kasino takavarikoi voittoni 4000e koska olin suljettu pois heidän sisarsivustollaan peliongelman takia.

rekisteröidyin kasinolle omilla henkilötiedoilla. Suoritin kyc onnistuneesti. Onnistuin nostamaan 1000e onnistuneesti. Sitten yritin nostaa 4000e ja sain heiltä sähköpostia:

Thank you for your email.

Having reviewed your account we see that you have requested to be excluded from our casino network.

According to our Responsible Gaming policy, your new account has been blocked, and the balance voided.

Please refer to clause 15.3 of our General Terms and conditions, whereby it states the following:

"We will use all reasonable endeavours to enforce our responsible gambling policies. You must not attempt to circumvent the Responsible Gaming tools and measures. We do not accept any responsibility or liability if you continue gambling or use the site with the intention of deliberately avoiding the relevant measures in place and/or we are unable to enforce our measures/policies for reasons outside of our reasonable control. Furthermore, should you register a new account while you have an existing self-exclusion on our system, we shall be entitled to block the new account you open with us, void any funds remaining in the account, and we shall not be liable to refund to you any funds you may have wagered or won through the new account."

"We will take all reasonable measures to ensure that any deposit or loss limits are observed. However, we are not liable if you circumvent these limits by opening additional accounts or any other means."

ONKO TÄMÄ OIKEIN?

Hello!

Sadly part of the post is not readable to me, I can read in your language. Is it somehow related to your complaint against Boo Casino? I think it would be good to at least share where this occurred.

Let me know.

the casino confiscated my winnings of 4000e because I was banned on their sister site due to a game problem.

 I registered at the casino with my personal information. I passed kyc successfully. I managed to withdraw 1000e successfully. Then I tried to withdraw 4000e and received an email from them that they void my winnings.

is this right? first of all if i wasn't allowed to play in their casino why did they accept me as a player? I used 100% the same personal data.

https://casino.guru/fair-gambling-codex-for-casinos#self-exclusions

Regardless of what players do, if a casino let's someone play despite having a self-exclusion in a related casino, not being supposed to play should not be used as a reason to withhold their winnings.

this is exploitation of a vulnerable player

Hello.

Yes precisely! Once the casino allows you to play despite the self-exclusion, voiding your winnings just like that is a very unfair behavior - and if you ask me, also quite a stupid excuse.

Make sure to mention all in the complaint! If you hesitate to submit one, you should do that.

I'm just not sure now whether this is the issue you're facing in Boo Casino, so let me know please.

Yes, it applies to boocasino. I'm just worried if I'll ever get my 4000e withdrawal. How have similar situations been resolved? How does the casino guru feel about this? 4000e is a lot of money that I won legally. The fact that I was not banned from playing at their casino is not my fault. the casino behaves irresponsibly, they don't even respond to emails.

I have to say your complaint is quite complex, and it is not my place to judge the casino now.

I'm also not aware of any similar situation myself, feel free to browse all submitted complaints, that's what I would do. 🤔

https://casino.guru/complaints/

The very good news is that Jozef is taking care of the issue now, and as he already mentioned, now it's time for the casino to step in and explain the situation from their perspective.

I'll wait for that if you don't mind.

The case was settled, but unfortunately the casino did not agree and did not agree to pay me my winnings. They are irresponsible.

I know. 🙁

We discussed this case on a regular call where we try to figure out more complex complaints. I fully agree with this closing:

"In conclusion, considering all the provided information including the casino website, player's request, casino confirmation, and registration using the same credentials, it was not evident that the self-exclusion from MrFortune would apply to Boo Casino.

We believe that this situation could have been handled better, and the self-exclusion process should be improved across all brands in this platform. We believe that once the casino discovered they had allowed a problem gambler to play, they should have closed the account but still paid the remaining balance. If the player had lost, the casino would have had valid grounds to deny a refund."

As a result, the rating was lowered by an amount of 4342 black points. the casino should truly work on its approach!

Look what I just found.

https://www.gamblingnews.com/news/mga-imposes-suspension-against-green-feather-online-limited/amp/

I have no idea how I should proceed with my complaint if the game license has been taken from this company. Could Josef help me?

Ohh, this is bad 🙁.

For now, it seems the casino has been put under the order:

"The suspension effectively prohibits Green Feather Online from offering any gambling operations. However, the MGA said that the operator must provide access to its already registered customers and process refunds of the sums within their accounts, in line with the gambling regulations in the country. As with other such suspensions, the decision may be subject to an appeal if Green Feather Online considers challenging it."

Sadly, I'm not sure what the outcome for players in more complicated situations would be!

I fear this statement only affects regular players with an active balance but not players with a complaint.

Thank you kindly for this article I'll forward that to Josef. I'd love to say something positive, yet I have nothing on my mind at this moment. 🙁

If I get any additional updates, I'll surely let you know!

Hi Radka. This casino operator is very shady. They confiscated my winnings because they said I should be protected on all their casino sites but to this day my casino account on their sister site bcasino is open. They also constantly send me advertising emails and I can't get in touch with the operator in any way. The only one who got in touch was the casino guru's josef. The fact that they confiscated my winnings because according to them I should be "protected" throughout their network, why is the bcasino account still open? In my opinion, the reason for the seizure was a clear fraud and an excuse. How can I contact the casino so that they stop the advertising emails and pay my winnings. 😭

So I totally understand your frustration and sympathize with you. As for the advertising and the fact that they keep sending you some, I wonder if you can't block their email so you don't get it. I think that's what I did when I had some unsolicited spam. Regarding the payout, I would be very happy if you succeeded, but I'm rather skeptical since nothing like that has happened yet and you can't contact the casino. 

I'm sorry, but I don't know how much more I could help you.