Bitdreams Casino - A conta do jogador foi bloqueada.

Hello,

I had loaded €50 with a 100% bonus. I successfully wagered the money and the bonus and had a cash out of €5000.

After trying to withdraw my money my account was put on hold and checked by the casino.

Three days later I received an e-mail saying that I had violated point 18 of the general terms and conditions.

This states: "Players may not change stakes more than 3 times in a single gaming session;

The bet on the next spins cannot be higher than 10 times the value of the previous spin bet within the same game session".

However, I am very sure that I did not violate this point, so I asked several times for proof that I should have violated point 18.

My account was then blocked and I don't know what to do.

Hallo,

Ich hatte 50€ mit einem 100% Bonus aufgeladen. Das Geld und den Bonus habe ich erfolgreich gewagert und hatte einen cash out von 5000€.

Nachdem ich versucht habe mein Geld auszuzahlen, wurde darauf hin mein Konto Still gelegt und von dem Casino überprüft.

Drei Tage später erhielte ich eine e-mail die besagte: das ich gegen Punkt 18 der Allgemeinen Geschäftsbedingungen verstoßen hätte.

Diese besagt: "Spieler dürfen den Einsatz nicht mehr als 3 Mal in einer einzigen Spielsitzung ändern;

Der Einsatz der nächsten Drehungen darf nicht höher als das 10-fache des Wertes des vorherigen Dreheinsatzes innerhalb derselben Spielsitzung sein".

Jedoch bin ich mir sehr sicher das ich gegen diesen Punkt nicht verstoßen habe, daraufhin hab ich mehrmals nach einem Nachweis gebeten das ich gegen Punkt 18 verstoßen haben soll.

Daraufhin wurde mein Account gesperrt und ich weiß nicht was ich tun soll.

Dear RicardoS,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I have checked the general terms and conditions for the abovementioned rule. It seems as it can be applicated to both, real money and bonus funds play.

18. Irregular Betting Patterns

Winnings will be confiscated if a customer is in breach of 1 or more of the following terms:

Players are not allowed to change the stake more than 3 times on a single playing session;

The stake of the next spins cannot be higher than 10x the value of the previous spin stake within the same playing session;

Do I understand correctly that the casino didn't provide you with your game history and your account got blocked instead?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela ,

Yes, you understand correctly, I have asked for proof several times by e-mail and it was always ignored.

After I received the confirmation that my deposits were transferred back, my account was immediately blocked.

Many thanks for your help.

Greetings Ricardo.

Hallo Petronela,

Ja sie verstehen richtig, ich habe mehrmals per mail nach einem Nachweis gebeten und das wurde immer ignoriert.

Nachdem ich die Bestätigung erhalten habe das meine Einzahlungen zurücküberwiesen wurden, wurde mein Konto darauf direkt gesperrt.

Vielen Dank für ihre Hilfe.

Liebe Grüße Ricardo.

Thank you very much, RicardoS, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, RicardoS,

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

Dear Bitdreams Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the winnings been confiscated? How much was refunded to the player? Why does the casino have such a rule/rules at all? Do they apply also to real money? 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?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav,

We are sorry to have to deal with this case on the CasinoGuru portal as the user has been informed of our final decision and has received an email explanation with the relevant points of the terms of service.

I would like to start with a fact that wasn't mentioned by the user, namely that all user's deposits to the casino were refunded.

We decided to close the account and refund the deposits on the same day, about which the user was informed by email.

According to the rules accepted by the user, we are not obliged to inform the user about the reason for the permanent blocking of the service.

The case is closed internally and the customer has been kept up to date during the process.

Sincerely,

Bitdreams Team

Dear Bitdreams Team,

Thank you for your reply and explanation.

However, the player's winnings have been confiscated, and I am afraid some of my questions have not been answered yet. Therefore, I would like to repeat them.

"Could you please provide us with an explanation of the player's situation in more detail? Why have the winnings been confiscated? How much was refunded to the player? ... 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?"

Can you please also explain the advantage the player could gain by playing in this way?

The ways of sharing the necessary data were mentioned in my previous post.

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.

Greetings all,

Based on the information received from the casino representative outside of the thread, I am extending the timer once again, and will wait for the casino's reply and further information regarding the case. Please note if no one replies or does not provide us with the relevant information and details until the current timer expires, the complaint will be closed as unresolved, and the casino's rating will be decreased accordingly.

Thank you for your patience and understanding.

Dear RicardoS,

Unfortunately, since the casino stopped responding and we have not received any response from it regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way. However, we have enough data to choose a classification.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at branislav.b@casino.guru.

The casino can reopen the complaint at any time.

Best regards,

Branislav, Casino.Guru

Hello, RicardoS,

We received an update from the casino representative recently, so we reopened the complaint in order to ask you for confirmation:

• The complaint was double-checked again internally within the responsible departments
• The casino changed its position and had an arrangement with the player
• The disputed winnings should have been already paid out in installments

Can you please confirm the above-stated? Was your issue sorted out? Can we consider it resolved?

Hello Branislav,

Thank you for your message and your efforts. My bank account was closed on August 23, 2023 and I switched to another bank.

However, as of August 23, 2023, I have not received any payout according to the alleged agreement.

Neither has the casino contacted me.

The problem is therefore not yet solved.

Please keep me updated with kind regards Ricardo S*****e

Hallo Branislav,

Vielen Dank für Ihre Nachricht und ihre Bemühungen. Mein Bankaccount wurde zum 23.08.2023 geschlossen und ich bin zu einer anderen Bank gewechselt.

Bis zum 23.08.2023 habe ich jedoch keine Auszahlung gemäß der angeblichen Vereinbarung erhalten.

Weder noch hat sich das Casino mit mir in Verbindung gesetzt.

Das Problem ist daher noch nicht gelöst.

Bitte halten sie mich auf dem laufenden mit freundlichen Grüßen Ricardo S*****e

Dear RicardoS,

I am sorry for having only bad news.

Ultimately, it turned out that there was a mistake on both the casino's side and the casino.guru's side, because 2 different cases were mixed up, and the information came to me like it was related to this case.

Unfortunately, the update received from the representative related to another case that was waiting for the regulator's final decision.

Although we tried to push the casino to re-review your issue, we were informed that the casino will not reconsider its original decision, and it will remain unchanged. Therefore, we have no other option than to close this complaint as unresolved again.

I sincerely apologize for the inconvenience caused by reopening the case.

Best regards,

Branislav, Casino.Guru