Bao Casino - La cuenta del jugador ha sido cerrada sin explicación.

*** i am from germany - not Puerto Rico - dont know how to change that in the form***

hello,

I have been a long-time customer at Bao and have always enjoyed playing there without any problems. Until last week. I deposited 1x around 13 euro and then 1x 45 euro via Krypto (Tron). I lost the first deposit and managed to play my way up with the second to €100, requested a withdrawal of €50 via Tron, and left €50 in my account.

(For the sake of completeness, even though it is irrelevant to the actual case: there was a free spins bonus offer for the deposit (75fs) which I took advantage of. However, I did not play the fs and was able (and had) to delete these free spins when requesting the withdrawal. A pop-up appeared informing me that the fs would then expire and I had to confirm this, which I did.)

When the money still hadn't arrived the next morning (via crypto, otherwise within a few hours), I wanted to log in, but couldn't. After some back and forth with live support, I was informed that the account was blocked and that I should send an email. In response to my inquiry, I was accused of fraud, sent a copied text passage from the T&Cs, and informed that the account had been permanently closed. I have attached the email exchange. I was not told exactly what I was accused of, and my request to refund the deposits, if they did not want to pay out the (small) profit, was rejected. This has never ever happened to me before and I am really shocked. I hope you can help me, because not even refunding the deposit when legitimate winnings are not paid out is simply incredibly unfair.

Best regards

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Dear redd,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Bao Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you made any successful withdrawals at this casino?
• How long have you been a player at this casino, please?
• Did you pass the verification before you lost access to the account?  

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,

Katarina

hello Katarina,

thank you for taking on this case.

To answer your questions:

1. Yes, I have already had several successful payouts, which were always paid out within a few hours.

2. I have been playing at Bao since July 2024 (as I can no longer log in, this is from memory). 

3. Yes, I successfully completed the verification process when I made my first withdrawal.

P.S.: I'm not entirely sure if the summary of the case above is entirely correct ("despite complying with terms related to a bonus offer"). Perhaps I didn't explain it very well: there were basically no problems with the bonus. 75 free spins were offered for the deposit, I accepted the offer but did not play the free spins. In order to make a withdrawal, I had to confirm a pop-up that informed me that the spins would be canceled if I made a withdrawal—which I did and found to be absolutely fine and understandable. So I didn't have any bonus problems and only mentioned the whole thing for the sake of completeness, to describe the entire process and in case there is anything related to it – which I can't imagine, but also don't know for sure, as I haven't received any specific information about what I'm actually being accused of. 

It may also be worth mentioning that at the time of my exclusion, I was in third place in the casino's internal tournament (third place was worth €150 and the tournament was due to end on the same day). So basically, not only my deposit and the winnings from the deposit were retained, but also the tournament winnings. Considering all this, it is all the more incomprehensible that my request to at least refund the deposit was denied.

Dear redd,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello Katarina,

I had actually already attached all screenshots of the communication regarding this when submitted the complaint, but I have now sent them to you again and added screenshots of the deposits (+confirmation).

Please let me know if you need anything else.

Thank you and best regards

Hello redd,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

no prob, enjoy your holidays 🙂

Dear redd,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Bao Casino representative to join this conversation.

Dear Bao Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

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. Since the casino operates without a valid license in your jurisdiction and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka Dubasova