Mainstage Bingo Casino - Player's account blocked and winnings confiscated.

Hello, I don’t understand what’s going on... Mainstagebingo casino blocked my account and confiscated my balance of 139 Euros. The casino indicates that the document I provided was not verified to confirm the source of funds for the deposit. But I have not received such a request. The request was only for confirmation of identity and confirmation of residence address - the necessary documents were provided.

Moreover, during the confiscation, the casino referred to clause 15 of the Rules.

Indeed, in accordance with clause 15.2 of the Terms and Conditions, the casino has the right, at its discretion, to block a player’s account at any time. However, in accordance with the same paragraph, confiscation of funds is possible only in case of violation of the rules.

But I didn't break the rules!!! I also did not receive any messages from the casino accusing me of violating the Terms and Conditions.

I need your help in resolving the conflict. I am an honest player and do not intend to encourage lawlessness on the part of the casino.

Dear maraars,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mainstage Bingo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of bonuses? 
• Please send me the correspondence from the casino regarding any accusations or actions taken against you. My email is tomas@casino.guru

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear The Guru,

Correspondence with the casino has been sent to your email.

I registered on October 25, 2023, and on December 08 I received a message that my account was blocked.

I played Live Baccarat. The current balance was obtained WITHOUT using bonuses.

I apologize for the delayed response.

Have you contacted Ecogra regarding the issue? Have you initiated the complaint resolution with them, please?

Hello,

I decided to give the casino a chance to resolve the dispute peacefully. Of course, if the dispute cannot be resolved on the merits, I'll be forced to contact eCOGRA directly. Also, I notified the casino properly about this.

Thank you very much, maraars, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, maraars,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mainstage Bingo Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Mainstage Bingo Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the complainant's account been closed and the disputed funds confiscated? What steps should the player take to unblock the account and withdraw the winnings? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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 maraars,

I was in contact with the casino outside of the thread.

However, it looks like the casino has a strict policy regarding sharing the necessary data and details. Therefore, the casino refused to provide me with any further details about your issue.

Since there is no other option on how to proceed, the casino itself advised it to you, and we are talking about good licenses/ADR, I strongly recommend you submit a complaint to ADR (eCOGRA and/or other ADRs).

Find more about the process in the casino's Terms and Conditions (available HERE) - part "21.3 Complaints closure and referral".

Please, let me know once it is done. It would be highly appreciated if you could also provide us with a referral number of the complaint or confirmation that the complaint was filed to eCOGRA.

Thank you for understanding. Looking forward to hearing from you.

Hello) I'll definitely follow your advice and file a complaint with ADR. It will take me a little time to contact a lawyer and file a complaint in accordance with the terms of the ADR. I'll inform you when I file a complaint with ADR.

Thank you for your confirmation, maraars.

However, I think it is not necessary to contact a lawyer to file a complaint to ADR (eCOGRA).

You can access the complaint form by visiting the casino's Terms and Conditions, as I recommended above, and loading the complaint form from the casino's rules. There is a link that will forward you directly to the ADR form. You should know all the data that need to be filled out in the form.

I will wait until you confirm a complaint was successfully submitted to the ADR(s), eCOGRA preferably, and for the details I requested in my previous post.

Looking forward to hearing from you soon.

Dear maraars,

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

Thank you, maraars, for your confirmation.

As we cannot review the complaint sufficiently based on the above-stated, and it was already filed to the regulator, which should be able to help you, we are (temporarily) closing it as unresolved for now.

Once you have the final decision from eCOGRA, please, let us know about the outcome. We will then be able to reconsider the complaint on our side. The casino can provide us with an update too.

It is possible to inform us by reopening this complaint or by sending the necessary information and documents to my email address (branislav.b@casino.guru). In case we are not provided with the outcome by any party involved in a reasonable time, the complaint will be reopened by casino.guru.

I sincerely believe your issue will be carefully reviewed and resolved.

Thank you very much for your patience and understanding.

Best regards,

Branislav, Casino.Guru

Dear maraars,
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.

Dear maraars,

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

Based on the update received from the player via email, we are closing the case again, leaving it as "waiting for the regulator's decision".

"Hello! As I informed earlier, on February 02, I filed a complaint with ADR - eCOGRA. My complaint has been accepted for consideration. The complaint has been assigned the REF number: F**********E.

At this time, eCOGRA has not yet announced any decision regarding my complaint. However, as soon as there is any update on the status of my case, I will let you know."

I sincerely believe maraars's issue will be resolved soon.

I will be back here to talk to myself again in 3 months. See you.

Dear maraars,
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.

Hello!

I filed a complaint with eCOGRA, the decision was not in my favor.

Also, unfortunately, I was unable to appeal this decision to MGA.

Dear maraars,

Thank you for the update.

Can you provide us with more details about their ruling?

Could you please forward all the relevant communication between you and eCOGRA (with all the necessary attachments/documents received), as well as their ruling to my email address (branislav.b@casino.guru) so we can review everything carefully on our side?

If there is a reason why you would not like to share the requested details, the reasons for the complaint closure were justified, or there is nothing that could convince the casino.guru team to decide otherwise (compared with the eCOGRA's decision), we will understand it, of course. However, unfortunately, we will also be forced to close the case in favour of the casino.

Hi! Send.

Dear maraars,

After gathering the necessary details, the little information you shared with us compared to the requested and based on the above-stated, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - failed KYC/verification (specifically the source of funds deposited to the casino), which is mandatory for withdrawing anything from a casino account.

The casino acted in accordance with its terms and conditions, and it was eventually also approved by the ADR. Since we consider eCOGRA to be a credible ADR and trust their judgment, without further details, we have no choice but to agree with them.

Best regards,

Branislav, Casino.Guru