Bodog Casino - Аккаунт игрока был закрыт.

Dear CasinoGuru Complaints Team,

On March 19th I made 2 deposits of 997 USD and 992 USD in the Bodog Casino and Poker room for Latin America to play Poker. The website link is https://www.bodog.com/es. It went well and I managed to get the account up to 2296 USD. Then 24 hours later they closed my account because they say some of my registered data was linked to other previous accounts, although this is not the case and they only want to exceptionally refund my last deposit of 992 USD! I am also demanding that they return my first deposit of 997 USD so that I receive all of my deposited money!

I think they should at least let me withdraw all of my initial deposits and keep the winnings, although if they were correct, they should let me withdraw all of my money. I hope you can contact the Bodog account so we can reach an agreement on this matter, as I need to get my money back!

Greetings

Estimado Equipo Quejas CasinoGuru,

El 19 Marzo efectue 2 depositos de 997 USD y 992 USD en la sala de Casino y Poker Bodog para Latinoamaerica para jugar al Poker el link de la web es https://www.bodog.com/es , me fue bien y logre llevar la cuenta hasta 2296 USD. Luego 24 horas despues me cerraron la cuenta porque dicen alguno de mis datos registrados estaban vinculados con otras cuentas anteriores aunque esto no es asi y solo quieren reembolsarme de forma excepcional mi ultimo deposito de 992 USD! Yo estoy exigiendo tambien me devuelvan mi primer deposito de 997 USD para de esa forma recibir la totalidad de mi dinero ingresado!

Me parece que al menos deberian dejarme retirar la totalidad de mis depositos iniciales y quedarse con la ganancia aunque si fueran correctos deberian dejarme retirar todo mi dinero. Espero puedan ponerse en contacto con la sala de Bodog para poder llegar a un acuerdo sobre este asunto ya que necesito poder recuperar mi dinero!

Saludos

Dear AleSzlu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without 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,

Veronika

Dear Veronika,

I want to make a correction, the total deposits are 997 USD + 922.73 USD which adds up to 1919.73 USD in total and I am now renting an apartment, I live alone so at this moment the only one who created an account in this Casino from where I play is me. I have used a public Wifi from a Shopping or Starbucks to connect sometimes so it is possible that other players have also used it, but they do not live with me nor do we play Poker together nor have we done any kind of cheating for me to get my winnings. I have sent my ID and selfie to verify my Bodog Casino account, in turn I only had a 100% Bonus on my first deposit for Poker that was released as one participates in the Texas Hold'em Poker pots but most of my winnings were with my real money playing Blackjack. My earnings were approximately $376. At the very least, I want to recover my two initial deposits of $997 + $922.73, of which I was only reimbursed $922.73, so I'm missing a refund of $997, and part of the earnings, if they want to give them to me. Regards.

Estimada Veronika,

Quiero hacer una correcion el total de los depositos es de 997 USD + 922,73 USD lo que suma en total 1919,73 USD y yo ahora estoy alquilando un departamento, vivo solo asi que en este momento el unico que creo una cuenta en este Casino desde donde yo juego soy yo. He utilizado una Wifi publica de un Shoppping o Starbucks para conectarme a veces por lo que es posible que otros jugadores tambien la hayan utilizado, pero ellos no viven conmigo ni jugamos juntos al Poker ni hemos hecho ningun tipo de trampa para que yo obtenga mis ganancias. He mandado mi documento de identidad y selfie para verificar mi cuenta del Casino Bodog, a su vez yo solo tenia un Bono del 100% sobre mi 1er deposito para Poker que se iba liberando a medida que uno va participando de los pozos del juego Poker Texas pero la mayoria de mis ganancias fueron con mi dinero real jugando Black Jack. Mis ganancias fueron 376 USD aproximadamente, como minimo deseo recuperar mis dos depositos iniciales de 997 USD + 922,73 USD de lo cual solo me reembolsaron 922,73 USD por lo que me estan faltatando 997 USD de reembolso y a parte las ganancias si es que quieren darmelas. Saludos

Thank you very much, AleSzlu, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Bodog Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear AleSzlu,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Bodog Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Bodog Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

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 AleSzlu,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo