OB9 Casino MY - Las ganancias del jugador se confiscan debido a un reclamo de apuestas anormales.

after winning an amount of $2205 SGD this casino did not want to pay and said that they found abnormal betting and forfeited my winning hence i wasted my time please check it for me

Dear jinghengz,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I registered at least 3 weeks ago but didn’t play until 31/7. I did claim welcome bonus and i ask the cs in live chat and they said i’m eligible for this bonus so i went ahead and deposit. I played baccarat only and during withdrawal i sent my identification card for verification but they didn’t got back to me after contacting them they said my withdrawal was rejected for adnormal betting

Could you please forward your game history to petronela.k@casino.guru?

i cant submit as i didn't got a chance to screenshot and they suspended my account

Thank you very much, jinghengz, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello jinghengz,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite OB Entertainment Casino to join the conversation and participate in the resolution of this complaint.

Dear OB Entertainment Casino,

Can you please provide more specific information to explain what was abnormal about the player's bets?

Kind regards,

Adam

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 jinghengz,

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

Best regards,

Adam