MyBookie Casino - Player’s account has been blocked.

My complaint is regarding the sportsbook Mybookie and their false accusation of me violating their terms and conditions leading to them wrongfully closing my account with $116,600 in there. On March 11th, Mybookie disabled my account for "security reasons" as stated in the error message when attempting to log in. The first time I spoke with a customer service rep, he told me that they were doing a random routine check on my account for my own security and that this is common so I got nothing to worry about. He then followed up by saying I would be able to access my account in 24-48 hours. So I said okay I understood that it was not going to be a problem. Three days pass and I try to log in, the same message appears, and I call customer service again (3/15/21) and the second rep tells me, "Oh we're doing an investigation on your accounts gameplay and a representative will contact you when the investigation is complete via email."

    At this time, I began to worry because I had received two different responses that don't relate to one another:

Response 1 (3/12/21) - They said they were doing a random routine check on my account for my own security and that this is common so I got nothing to worry about and followed up saying I would be able to access my account in 24-48 hours.

Response 2 (3/15/21) - They said, "we're doing an investigation on your accounts gameplay and a representative will contact you when the investigation is complete via email or phone

It took them almost 4 weeks for them to contact me back and when they did they sent me an email stating, 

After a full review of your account, we have determined that you discovered a software malfunction in one of our casino games and took advantage of it. As per our Terms and Conditions, we consider these funds to have been generated illegitimately, therefore we will be forfeiting all winnings accrued from that game and keep the account permanently disabled. We ask you to refrain from opening any further accounts. Any new accounts opened by you or for you will be immediately terminated and all funds will be seized. The decision is final and irreversible."

So after receiving this email I contacted Betsoft to see if they were aware of this software malfunction because they are the ones who created the game and I knew Mybookie was lying. So When I contacted Betsoft they stated that this "software malfunction" mybookie is claiming I took advantage of was indeed not the player's fault but indeed a technical issue on their part, regarding their 10 spin structure and 1 of the features in the game.

The feature they are referring to is adjusting your bets. So the game is a 10 spin structure game in which you collect as many robbers as you can in a 10 spin round and after 10 spins the bombs explode, but if a player decides to change their bet amount during the round all the bombs collected in that round will reset and a player restarts and begins a new round.

So after almost 2 years of the game fully operating the game has always included this feature and was always part of the gameplay. Betsoft decided to change its gameplay and change the structure of the spins for some of their games. For 2 years Mybookie had the chance to raise the issue or decide not to have that game on their website but waited until I had a significant amount of money in my account to say something. But instead, they continued to leave the game operating and didn't even give a warning or inform players that this was even an issue. This feature is part of the game so how would a player even know this would be an issue in the first place. Betsofts choice to change their gameplay is not the player's fault but Mybookie is using this as a cover-up to not pay out its players.

Dear ronald21,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and specify the game we are talking about, please? Were all your winnings the result of playing this game?

Additionally, if there is any other relevant communication between you and the casino (except the attached screenshots), please forward it to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

Thank you for reviewing my complaint. The game I am referring to is Take the bank developed by Betsoft. No, I had other winnings from Sports wagering as well in which I have pictures for some of them but not all since Mybookie restricted me from accessing my account so I don't know If I have each one. Okay let me look for some of our conversations but it's not going to be much since they are avoiding me. I appreciate you taking the time to help me with this issue.

Thank you

I also have the same issue with their sister site Xbet and was going to file a separate complaint about them. But I wanted to show you this because it might help with the review. Their sister site Xbet even posted this on their homepage promoting the game with my name and winnings

Here is a review I found online before they updated the game .

https://123aposta.com/game/take-the-bank-slot-game-review/

Thank you very much ronald21 for your reply. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Ronald21.

I am sorry to hear about your troubles.

If there was some malfunction in the game which create a situation where you get an unfair advantage, the casino should void the winnings and return you the deposits. 

Could you please explain more clearly what was wrong with the game?

I would like to invite the casino representative into the discussion. Please explain to us why Ronald21's account was blocked and why also winnings from other games confiscated.

Hello,

Nothing was wrong with the game. The malfunction they are referring to is a feature integrated into the game which is simply just adjusting your bet amount but they are saying it's a software malfunction. Mybookie is stating this not Betsoft the actual creators of the game. As far as my other winnings I don't know why I am being denied those winnings, they have nothing to do with this game but I guess they are using this as an excuse to not pay me anything.

The casino doesn't have an account in our system, but I already wrote to them. I'll let you know when they answer me.

What happens when the casino doesn't respond or cooperate? Because BETSOFT tried to work and resolve the issue and they haven't been cooperating with them.

Then we will help you to contact the casino regulator. (Curacao)

okay thank you so much

This issue that I am having with Mybookie is also occurring with many players as well, as im reading a bunch of forums and posts. Seems like they are using this as a cover-up to not pay people out. Just FYI

This a screenshot of the statement Betsoft made to me earlier.

We would like to ask the MyBookie 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’.

Ronald21, could you please tell me a little more about your gameplay? How long it took to accumulate the $116,660? How much you deposited? Did you win it in one big win or multiple small winnings?

Hey,

So the $116,000 took me about 3 months to accumulate from the beginning of January 2021 - March 2021.

I was betting on sports, playing in the casino, and different slot games. It didn't all just come from this one game, it was from a collection of other bets. I deposited $1,000 or so and it was won gradually over time. I didn't just win it all in one day. It was gradual winnings and over time it accumulated to the balance of $116,600 along with my sports bets, and other casino winnings.

Is there a way to find a casino's ADR? Alternate dispute resolution if they don't provide it to you when asked upon?

The casino is holding a Curacao license: http://www.gaming-curacao.com/ (There are 4 curacao master licenses, this one is not a good one). Click on "contact us" on their website and write them your complaint.

What must your complaint include:

1) Your personal information:

name (your first name, your last name and the middle name if you have it)

your country of residence

your age

2) Complaint body must include:

casino name + license number - N.V. #365/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

then describe what has happened as thoroughly as possible (including sum of money you are challenging)

3)link to this complaint as proof that you already tried to solve the complaint + casino response when you contacted them

Do you know how to get the ADR for Mybookie directly?

Ronald21, did you file a complaint to the gaming-curacao?

I tried sending the complaint but got a rejection back saying that the email they provided is not valid

You should see this:

Could you please take a screenshot of the error? Which email address are you filling in there?

Dear Ronald21,

We are extending the timer by 7 days. Please let me know what exactly happened so I could help you.

Dear Ronald,

Please answer me, or I would be forced to reject your complaint - I am again set the timer for another 7 days.

Please, till then, let me know what happened.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.