BurningBet Casino - La cuenta del jugador ha sido deshabilitada.

Dear Max,

Thank you very much for submitting your complaint and forwarding all the relevant communication. 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.

Could you please confirm that you’ve requested the self-exclusion from the sister casino due to a gambling problem? Have you received a refund of your deposit already? I’m afraid that if you’ve requested the self-exclusion and mentioned a gambling problem, then your account at BurningBet Casino was suspended justly and you won’t be entitled to any winnings, only a refund, since this is regulated strictly by the Licensing Authority.

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

Hi.

Yes that was right. But they did not prevent me from creating an account.

I think it's not very fair to let an player open an account and if he looses the casino takes the money and if he wins they close it because of the sister site issue. That's very one sided. I sent my kyc right after registration. They only suspended me after I won. Feels very weird to me.

I received a refund of 42 Euro today. Even my deposit was 50 euro. I guess they added some withdraw fees or something. At least I expect the refund of the full 50 euros. So 8 Euro missing out.

I fully understand your point of view, Max. Could you please advise if you have placed any other deposits previously? Please understand that the KYC verification takes place only when a withdrawal is requested. If you have had any deposits in the past which were lost, we can definitely help you, but if the refunded deposit was the only one, there’s not much we can do.

Additionally, transaction fees are usually charged by the banks hence, if the casino refunded €50 but later, a fee was charged by the bank, we can’t punish the casino either. Looking forward to hearing from you. 

Hello. I understand.

No, the casino told me that they have a 15% administration fee on refunds, when sister site issues detected.

I find that is very unfair for players. Deleting winnings and also deducting refunds.

Casino refunded me 42 Euro. So 8 Euro Fee. That is even more than the 15%. At least they should refund the 8 Euro administration fee aswell.

Then I am OK with this.

Thank you, Max, for your reply. I fully understand your point of view. I have checked the terms and conditions, and this is what I found https://www.burningbet.com/en/terms-and-conditions:

"7. DELETE A ACCOUNT

7.1. The account owner can delete his account at any time by sending an email to the support: support@burningbet.com. The remaining balance will be returned to the account owner according to payment details indicated by him.

7.2. In order to return funds on a blocked or deleted account, you must contact support to clarify details necessary for refund.

7.3. If you want to delete your account due to gambling addiction, or your account was blocked by due to fraudulent activities, you agree to never create a new account on this Website. The Company is not responsible for any losses you may incur after opening a new account. We reserve the right to delete an account violating these conditions at any time.

7.4. You can delete your account only if you do not have funds on the balance and/or there aren’t any withdrawal requests in the course of processing.

7.5 If a player closes his casino account due to "problems with gambling" / "loss of self-control over the game" / "gambling addiction", in this case, the player is prohibited from playing on the sites of the casino partners, which are indicated in the license of this casino.

7.6. In case of violation of the rules of the project, the casino administration can return the deposits to the player with the deduction of administrative commission up to 15%, depending on the player's payment method.

The player undertakes not to open a new account. The casino is not responsible for opening by you a new account and any losses that you may incur after opening a new account. We reserve the right at any time to close an account that was created on violation of these rules."

Could you please advise if you received a list of sister casinos when you've self-excluded yourself from the Allreels?

I did not recieve a list like that. Greetings

Thank you very much, Max, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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 Max.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Jozef,

This player was registered on 2020-07-23 at Allreels Casino, and on the same day he asked to close his account due to "gambling addiction".

2021-03-23 player created an account on burningbet partner site and made a deposit of 50 EUR.

After a detailed review of the Risk Department, player violated a paragraph of the rules of the project:

7.5 If a player closes his casino account due to "problems with gambling" / "loss of self-control over the game" / "gambling addiction", in this case, the player is prohibited from playing on the sites of the casino partners, which are indicated in the license of this casino.

7.6. In case of violation of the rules of the project, the casino administration can return the deposits to the player with the deduction of administrative commission up to 15%, depending on the player's payment method.

The player undertakes not to open a new account. The casino is not responsible for opening by you a new account and any losses that you may incur after opening a new account. We reserve the right at any time to close an account that was created on violation of these rules.

The player was returned his deposit according to the rules of the project minus the administrative commission, which covers the commission of the payment system for funds transfers. 

The player is also blacklisted for the gambling problem. 

Burningbet is a new project that came out just recently, and it would be inappropriate to notify closed players that we have a new project in which you are not allowed to play. 

Partner projects are clearly indicated in the license.

All actions are performed according to the rules of the project and the license. 

Dear Max.

Please, could you confirm the casino statement? Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

They are writing the truth that I blocked me for gambling reasons on all reals. But not on burning bet.

But I was not aware of the issue, that burningbet was a sister site. I never got a list or anything that I am not allowed to register and play.

They can block me, sure. But I don't think it is fair to let me play, win, then avoid my winnings and after refund my deposit with 8 Euro missing as a fee. (Btw: 15% of 50 Euro is a maximum of 7.50€, and they took a 8 Euro fee. 50 Cent over the maximum of the terms)

And if I would have lost my deposit, they would never have refunded me the lost money on their own. The player is in a very bad position with this terms.

I think it would be fair to lock my account up, but pay out the balance. Which was 100 Euro.

I had a similar case a while ago and the casino refunded me the balance (I had winnings) I had at the point of the account closure.

Hello there.

Dear Max,

I can confirm that since you have been self-excluded in their sister casino, the Burningbet Casino had to do the refund. In the terms of responsible gambling it is the only valid option. If the situation was opposite, and you would request a refund for the already lost deposited amount, they would be obligated to do it (the conditions for self-exclusion players because of the gambling problem should be the same in both winning and losing situations).

Dear Burningbet Casino team.

Thank you for your cooperation in this case. Please, could you explain the fee deduction?

Dear Jozef,

According to the rules of the project:

7.6. In case of violation of the rules of the project, the casino administration can return the deposits to the player with the deduction of administrative commission up to 15%, depending on the player's payment method.

This commission covers the costs of payment systems as a deposit and refund to the player who violated the rules of the project.

For deposits as well as withdrawals, the casino covers the commission, but if the player violates the rules of the project, the refund will be at the expense of the player. 

15% of 50Euro is a maximum of 7.50 Euro. U deducted 8 Euros and sent me 42 Euros as refund.

That's not a lot, but shows me that this is done kinda random.

Also the casinos writes: "The player is also blacklisted for the gambling problem.". I do not understand why this did not happen after my closure on all reels for gambling issues and prevent me from opening a account in burningbet.

The casino should implement a system to prevent me from registering. I used the same details as on allreels. The casino allows to register and has no system to block people with issues, that the licence is aware of. But within the licence this should not be possible.

Again: this is a loose/loose situation for players with gambling issues and a win/win for the casino. That has nothing to do with player security. If a player looses and do not know he can ask for a refund, the casino takes the money, even if the player is verified. If the player ask for a withdraw of winnings, the account is closed and deposit (minus fees) is refunded.

The terms are heavily working against players. Other and more professional casinos would refund the actual balance. And then close the account.

Please at least inform other players about this terms, even if you can not help me in this case. As I see another person in this forum has a very similar issue.

Hello, Max and Burningbet Casino team.

After evaluating all the facts, we have come to the conclusion, since the casino has refunded the deposits there is nothing much they can do.

However, we also believe that the way casino handle self-exclusion check is not the best practice. If the self-exclusion does apply in the sister casinos, the player should not be allowed to register with the same (similar) information. Therefore, we will close the case as unresolved and give the casino a small number of black points that will still have a negative impact on the rating but very low. We also strongly suggest the casino improve the practice in the future so the self-excluded player will not be able to register with the same personal info (for example full name, address and birthdate ...).

Best regards, Jozef

Casino.Guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Maekz1990,

We would like to notify you that we are ready to reconsider our decision regarding the complaint that you have created.

Our casino policy has been reviewed and we are very sorry about this situation.

Please be advised that the Risk Department has reviewed your complaint and has taken all aspects of it under advisement.

In case of revision, according to the rules of our project, we are ready to pay to the account details from which was deposited on the gaming account within 10 working days of the amount specified in the complaint.

If you wish to receive a payment - you should within 10 working days (until 27.04.2023) to confirm the agreement and provide confirm details of the payment system which you want to receive funds.

Both the agreement and confirmation of the payment system for withdrawal of funds you must confirm in this complaint.

Best regards.

Burningbet casino Risk Department.

Hello, I very much welcome this decision.

Unfortunately, the account I used to pay in back then no longer exists. It was canceled by me because I am now with another bank.

Is it possible to transfer the amount to my new account? If necessary, please send me an email address so that I can send you my new bank details.

If this is possible, I will be happy to confirm the agreement.

Thank you for your feedback.

Guten Tag, Ich begrüße diese Entscheidung sehr.

das Konto, mit dem ich damals eingezahlt habe, existiert leider nicht mehr. Es wurde von mir gekündigt, da ich nun bei einer anderen Bank bin.

Gibt es die Möglichkeit den Betrag auf mein neues Konto zu überweisen? Bitte senden Sie mir ggf. eine Mailadresse, damit ich Ihnen meine neuen Bankdaten zusenden kann.

Wenn dies möglich ist, dann bestätige ich die Vereinbarung gerne.

Danke für Ihre Rückmeldung.

Dear Maekz1990,

Since your bank account from which you were depositing the game account is closed, you need to verify the current bank account.

To verify your new bank account, please send the following information to kyc@burningbet.com :

Screenshot of your personal online bank profile which contains the following information:

1) Bank account number / IBAN (international bank account number)

2)Bank ID / BIC (bank identification code)

3)Detailed address of beneficiary (postal code, street, city, country)

Please also repeat in written form your bank details (IBAN, BIC, detailed address of beneficiary). 

When you have sent these documents to the Finance Department, please write about it in this complaint.

Best regards.

Burningbet casino Risk Department.

Just sent.

If something is missing please let me know.

Greetings.

Soeben verschickt.

Wenn etwas fehlt geben Sie mir gerne Bescheid.

Grüsse.

I confirm all points, however see my following message.

Ich bestätige alle Punkte, jedoch siehe meine folgende Nachricht.

Or it should be €58, because you deducted a 15% payout fee of €8, which would then be invalid.

I am referring to...

"7.6. In case of violation of the project rules, the casino administration can return the deposits to the player deducting the administration commission of up to 15%, depending on the player's payment method."

You would then have to pay me back. Correctly?

Bzw. es müssten 58€ sein, da Sie mir eine 15% Auszahlungs Fee von 8€ abgezogen haben, die damit ungültig wäre.

Ich bezihe mich auf..

"7.6. Bei Verstößen gegen die Projektregeln kann die Casino-Administration die Einzahlungen an den Spieler unter Abzug der Verwaltungsprovision von bis zu 15% zurückgeben, abhängig von der Zahlungsmethode des Spielers."

Diese müssten Sie mir dann auch zurück zahlen. Korrekt?

I thank myself. I'll be happy to do that.

Thanks for reopening the case, although I still don't quite understand why you suddenly relented. Is there a reason for this?

Greetings

Ich bedanke mich. Das werde ich dann gerne machen.

Danke für das Reopneing des Falls, auch wenn ich noch nicht ganz verstehe, warum Sie aufeinmal eingelenkt haben. Gibt es einen Grund hierfür?

Grüsse

Update: no payment yet. Waiting the 5 days. Greetings.

Dear Maekz1990,

The reason for the revision of the complaint decision is the revision of our casino policy, as stated above.

We would like to inform you that the payment in the amount of €50 must be received within 5 working banking days. Saturday and Sunday are not working banking days.

Best regards.

Burningbet Casino Risk Department.

Dear Maekz1990,

I am glad to see that we are close to the resolution. Please, could you confirm when you receive the payment?

I will do so. But nothing yet.

Still time left. Greetings. 🙂

Hello,

Just checked. Unfortunately I have not received any payment so far.

Greetings

Hallo,

Soeben geprüft. Bisher habe ich leider keine Zahlung erhalten.

Grüße

Hey guys,

Thanks. I see. Details are all right. But it did not reach my account yet. At least it don't show up I my online banking.

Lets give it 2 more days or until monday. If nothing shows up I will provide a bank statement to proof nothing reached me.

You all ok with that?

Hi attached the proof, that no payment reached me yet.

I am willing to wait a bit longer, but the proof by burning bet was not right. Probably they sent it, but it did not reach my bank account yet.

Greetings.

Dear Maekz1990,

sometimes it happens that there are delays, so I am extending the timer by 7 days, please, let us know when you receive the payment.

I'll be happy to let you know when the money has reached me. I am relaxed. Nothing at the moment, it's the weekend.

I will contact you. 🙂

Gerne melde ich mich, wenn das Geld mich erreicht hat. Ich bin entspannt. Momentan nichts da, ist ja auch Wochenende.

Ich melde mich dann. 🙂

Hi, I just wrote a request to my bank. I will forward you with an answer soon.

Did you guys recieve a refund of the 58€, so it was possibly blocked by my bank?

Greetings

Hi,

I just got informed, that my bank blocked the payment of Altaprime Limited, because their opinions is, that this gamling service is not allowed in germany. So they wont forward the payment from them.

They told me that they returned the payment back to the sender.

So my question is, if you guys could send me the 58€ in btc to my btc wallet? Or via Paypal? Is that an option? If yes I will send you my btc Adress or paypal adress.

Greetings, Max

Attached, but german chat.

Just what I wrote.

Greetings.

Dear Maekz1990,

We have reviewed your information in detail.

Please provide the adress of your BTC wallet in order to transfer the amount of 58EUR.

Best regards.

Burningbet Casino Risk Department.

Dear Maekz1990,

Unfortunately, the payment to the wallet you specified is not possible. Please provide your USDT wallet.

Best regards.

Burningbet Casino Risk Department.

Do you need a TRC20 or ERC20 Adress?

I will sent you afterwards.

Greetings

Dear Maekz1990,

Please provide your USDT TRC20 adress.

Best regards.

Burningbet Casino Risk Department.

Dear Maekz1990,

The payment in the amount of 58EUR has been successfully made to the wallet specified by you. Please confirm receiving the payment.

Best regards.

Burningbet Casino Risk Department.

Can be closed. Thanks everyone.

Dear Maekz1990,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Maekz1990, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards, Jozef