Bodog Casino - A conta do jogador foi encerrada após uma tentativa de retirada.

Bodog unreasonably cancelled my account, simply because I wanted to withdraw my earnings without making any deposits. When I made a deposit to initiate the withdrawal, they cancelled my account, claiming that I violated their regulations, without specifying the reasons for the cancellation. I have been complaining to their email for over a month and have not received any solution. It's not fair that they keep their players' money.

Bodog sin motivo racional cancelo mi cuenta, solo porqué quise sacar mi saldo ganado sin ningún tipo de depósito, por ende para retirar hice un depósito y me canceló la cuenta aduciendo que infringir su reglamento la cuál no indican el motivo de su cancelación, ya tengo más de un mes reclamando a su correo y no obtengo ninguna solución, no es justo que se queden con el dinero de sus jugadores.

Dear Andres182,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bodog 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?
• Did the casino specify which casino rules were breached?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with an active bonus? 

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

Hello Tomás, thank you for helping me with my case, I proceed to answer your questions below:

Could you please indicate how long you have been a player at the casino and when exactly your account was blocked?

Approximately 9 months ago, my account was blocked on June 6 of this year.

Did the casino specify which casino rules were violated?

There was no specification, despite the fact that I repeatedly demanded an explanation of the reason for the suspension. These are the exact words of your email sent."Your account has been disabled by our team after verifying inconsistencies in your account that are not allowed according to our terms and conditions."

What games did you play to build up your current casino balance? (slots, live games, multiplayer)

Live casino games.

Did you get your current balance with an active bonus?

No.

Within hours of making my claim by this means, I receive an email from Bodog (minutes after writing my discharge) asking for my information to verify:

Dear. We need to confirm some of the information registered in your account profile, we request that you please send us the following documentation:

- Photo of both sides of your identity document.

- Selfie with your document in hand

- Photographs of the front and back of the registered cards.

It can be a screen print if it is a virtual card. In the event that the application does not allow it, it can be a photo of the cell phone screen or an account statement showing the deposit transaction on the web.

The photographs are requested to verify if you are the owner. You can hide the first numbers of the card, we only need to see the last 4 digits and your name.

Sincerely, Validation Team

Hola Tomás, gracias por ayudarme con mi caso, a continuación procedo a responder tus preguntas:

¿Podría indicar cuánto tiempo fue jugador del casino y cuándo exactamente se bloqueó su cuenta?

Aproximadamente 9 meses, mi cuenta fue bloqueada el 6 de junio del presente año.

¿El casino especificó qué reglas del casino se infringieron?

No hubo especificación, apesar de que en reiteradas ocasiones exigí una explicación del motivo de la suspensión. Estas son palabras textuales de su correo enviado."Su cuenta ha sido deshabilitada por nuestro equipo luego de constatar inconsistencias en su cuenta que no son permitidas de acuerdo a nuestros términos y condiciones."

¿Qué juegos jugaste para acumular tu saldo actual en el casino? (tragamonedas, juegos en vivo, multijugador)

Juegos de casino en vivo.

¿Conseguiste tu saldo actual con un bono activo?

No.

A las horas de hacer mi reclamo por éste medio me llega un correo de Bodog (a minutos de escribir mi descargo) pidiendo mis datos para verificar:

Estimado.Necesitamos confirmar alguno de los datos registrados en el perfil de su cuenta, solicitamos que, por favor, nos envíe la siguiente documentación:

- Foto de ambos lados de su documento de identidad.

- Selfie con su documento en manos

- Fotografías del frente y dorso de las tarjetas registradas.

Puede ser un print de pantalla si es una tarjeta virtual. En caso que la aplicación no lo permita, puede ser una foto de la pantalla del celular o un estado de cuenta donde conste la transacción de depósito en la web.

Las fotografías se solicitan para comprobar si usted es el propietario. Puede ocultar los primeros números de la tarjeta, sólo necesitamos ver los últimos 4 dígitos y su nombre.

Atentamente,Equipo de Validaciones

Hello Tomás, I already sent my information requested by Bodog and in a matter of hours (no longer a month and a half that they did not give me a reason for my account cancellation) they responded saying that my account is active again, verifying that my balance is in my account but not available, which I made the respective claim and today I can already have my balance, now I hope that when I want to withdraw I won't have problems doing so.

Thank you very much for your support Tomás and of course everyone who works with you at Casino Guru.

Have a nice day.

Hola Tomás, ya mandé mis datos solicitados por Bodog y en cuestión de horas ( ya no un mes y medio que no me daban razón de mi cancelación de cuenta) respondieron diciendo que mi cuenta está activa nuevamente, verificando que mi saldo está en mi cuenta pero no disponible, lo cual hice la reclamación respectiva y el día de hoy ya puedo disponer de mi saldo, ahora espero que cuando quiera retirar no tener problemas en hacerlo.

Muchas gracias por tu apoyo Tomás y por su puesto a todos los que trabajan contigo en Casino Guru.

Que tengan un lindo día.

Thanks for the update, Andres182.

I am glad you were able to verify your account. Could you please advise if you were able to request a withdrawal? Do you need any further assistance from us or can we consider the issue resolved?

Hello Tomás, thank you for your interest in helping me. To tell you that I made the request to withdraw money from my account and they accepted it without any problem and after 2 days the money is in my account.

Again I reiterate my thanks to you and your Casino Guru team.

Have a nice day.

Hola Tomás, gracias por tu interés en ayudarme. Para contarte que hice el pedido de retiro de dinero de mi cuenta y lo aceptaron sin ningún inconveniente y después de 2 días está el dinero en mi cuenta.

Nuevamente reitero mis gracias a tí y a tu equipo de Casino Guru.

Que tengan buen día.

Dear Andres182,

I'm glad to hear that your withdrawal was processed successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru