Bodog Casino - La cuenta del jugador se cerró inesperadamente.

I've had my account for several years and I was even placed in the MVP Poker category in their points system. I have made withdrawals in the past without any issues, even recently. But yesterday, out of the blue, I received an email saying that my account information was connected to other accounts, which makes no sense. Bodog has cancelled my account and kept my funds. When I contacted the validation team (who cancelled my account), they simply told me my account was permanently cancelled. I have reached out to the support team and am awaiting a response, but this situation doesn't look good. It's one thing to ask for documents and another to cancel my account in such a way. I've never been treated so poorly anywhere, having played poker for over 10 years in many rooms - nothing like this has ever happened to me. It seems like a malicious act on Bodog's part.

Tengo varios años con mi cuenta, de hecho me colocaron en la categoria MVP Poker en su sistema de puntos, he realizado retiros en el pasado e incluso hace poco sin problema, pero ayer recibí un correo de la nada donde me decían que los datos de mi cuenta estaban conectados con otras cuentas, lo cual no tiene ningún sentido, Bodog me a cancelado y se ha quedado con mis fondos, y al escribir con el equipo de validación (que fue el que me canceló), solo me han dicho que mi cuenta esta cancelada permanentemente. He escrito al equipo de soporte y espero respuesta pero esto no tiene buena pinta. Una cosa es que me pidan documentos y otra es que me cancelen de esta manera, jamas me había tratado tan mal en ningún lado, habiendo jugado poker desde hace mas de 10 años en varias salas en ninguna me ha pasado esto. Me parece un acto mal intencionado por parte de Bodog.

Dear ASilvera, 

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 were asked to submit your documents for additional verification recently? If you have any relevant communication between you and the casino regarding your account closure, please forward it to veronika.l@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, 

Veronika

Hi Veronika, thanks for reaching out. 1. It is not at all likely that anyone in my household has created an account at the casino, and no one at home is interested in anything related to betting and gaming. 2. They have not requested documents from me recently, my account is a few years old and the truth is that it seems to me that they have never requested documents from me.

I have played particularly at Bodog sporadically for a few years but I have always withdrawn my winnings without problems or obstacles.

In support they only tell me to write to the validation team, and in validation the response is completely brief: "Unfortunately your account was permanently canceled."

I have written to the validation team again.

Hola, Veronika, gracias por contactar. 1. No es nada probable que alguien en mi hogar haya creado cuenta en el casino, y nadie en casa se interesa por nada relacionado con apuestas y juegos. 2. No me han solicitado documentos recientemente, mi cuenta tiene algunos años y la verdad me parece que nunca me han solicitado documentación.

He jugado particularmente en Bodog de manera esporádica por algunos años pero siempre retiré sin problemas ni trabas mis ganancias.

En soporte solo me dicen que les escriba al equipo de validación, y en validación la respuesta es totalmente escueta: "Lamentablemente su cuenta fue cancelada de forma permanente".

He vuelto a escribir al equipo de validación.

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

Dear ASilvera,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Bodog Casino to join the conversation.

Dear Bodog Casino,

Can you please provide more information on why the player's account was closed? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Thanks, Michael. I have been writing to both support and the Bodog validation team, however they only tell me that I broke their rules alleging that my data connects to other accounts, I really feel scammed, the casino has apparently stopped responding to me. Only I have access to my computer, and no one in my house has opened an account with them, it is impossible for there to be a conflict with my personal data.

Gracias, Michal. He estado escribiendo tanto a soporte como al equipo de validación de Bodog, sin embargo ellos solo me dicen que incumplí sus normas alegando que mis datos conectan con otras cuentas, realmente me siento estafado, el casino al parecer ya me ha dejado de responder. Solo yo tengo acceso a mi ordenador, y nadie en mi casa se ha abierto cuenta con ellos, es imposible que haya conflicto con mis datos personales.

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 ASilvera,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao eGaming ("CEG") (Curaçao eGaming (curacao-egaming.com)) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru