BacanaPlay Casino DE - Hráč žádá o pomoc s uzavřením účtu a problémem s vrácením peněz.

Dear Sir or Madam,

Last Friday, I played at Bacanaplay.

Seven days earlier, I had reached my deposit limit of 200€ at Tipico,

and no further deposits should have been possible.

However, this was not the case, and I had also forgotten about it.

Since I was dissatisfied with the casino, I wanted to close my account and also requested a refund.

On the Bacanaplay website, there is a German phone number which I called as I had not received any response from the casino. However, a hotel in Munich answered the call.

As a contact, Bacanaplay lists kontakt@drückglück.de

(That's how it is written)

The email does not go through, and support@drueckglueck.de gets rejected as spam. Initially, I contacted support@bacanaplay.de and support@bacanaplay.com.

When you log in to Bacanaplay and try to chat with support, you only get a chatbot.

I find this very strange for a casino licensed in Germany.

Could you assist me?

Sehr geehrte Damen und Herren,

ich habe letzten Freitag bei Bacanaplay gespielt.

7 Tage vorher hatte ich bei Tipico mein Einzahllimit von 200€ erreicht

und es hätte keine Einzahlung mehr möglich sein dürfen.

Dem war aber nicht so und ich hatte es auch vergessen.

Da ich mit dem Casino unzufrieden war wollte ich mein Konto schliessen lassen und forderte auch mein Geld zurück.

Auf der homepage von Bacanaplay gibt es eine deutsche Telefonnummer die ich angerufen habe da ich bis heute keine Antwort von dem Casino erhalten habe. Dort meldet sich ein Hotel in München.

Als Kontakt steht auf Bacanaplay auch kontakt@drückglück.de

(so geschrieben)

Die mail geht dort nicht durch, support@drueckglueck.de wird als spam abgelehnt. Ich hatte zuerst support @bacanaplay.de und support@bacanaplay.com angeschrieben.

Meldet man sich bei bacanaplay an und möchte mit dem Support chatten bekommt man nur einen chatbot.

Ich finde das sehr merkwürdig für ein in Deutschland lizensiertes Casino.

Könnten Sie mir weiterhelfen?

Dear chspe,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BacanaPlay Casino DE.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share any kind of confirmation about what your deposit limit was set to at the time of the incident?
• Could you please share your attempts to contact the casino via email and live chat? My email is tomas@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,

Tomas

Hello chspe,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your email and your patience. I apologize for not replying sooner.

Could you please advise whether the casino contacted you and replied to your requests for account closure and refund of your deposited funds?

Hello Thomas, I have not received an email from Bacanaplay yet.

Nothing has happened.

Greeting,

Chris

Hallo Thomas, ich habe bis heute keine email von Bacanaplay erhalten.

Nichts hat sich getan.

Gruß,

Chris

Thank you very much, chspe, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you chspe for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BacanaPlay Casino DE for their help in resolving this complaint. We would like to know what we can do to help resolve this issue.

Thank you!

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 chspe, I was in contact with a casino representative and I was provided with excerpts from your communication where you were guided on how to self-exclude your account through the german government-issued OASIS service. Have you used this to self-exclude your account? Thank you in advance!

The difference between an OASIS ban and closing your account at this casino is

that you can play in another casino if you want. I don't need an Oasis ban, I want to leave this casino once and for all and this club obviously doesn't want that.

I can't say that something like that is serious. Where is there an online casino where this is not possible

to close the player account?

Why can you deposit there even though the LUGAS limit has been reached?

Why is there an incorrect phone number in the contacts? The reception of a hotel answers.

Why can't you reply to support emails? (rejected as spam)

Der Unterschied zwischen einer OASIS Sperre und dem Schliessen des Kontos bei diesem Casino ist

dass man wenn man möchte in einem anderen Casino spielen kann. Ich benötige keine Oasis Sperre, ich möchte dieses Casino ein für allemal verlassen und das möchte dieser Verein offensichtlich nicht.

Ich kann so etwas nicht seriös heissen. Wo bitte gibt es ein online Casino bei dem es nicht möglich ist

das Spieler Konto zu schliessen?

Warum kann man dort einzahlen obwohl das LUGAS Limit erreicht ist?

Warum steht in den Kontakten eine falsche Telefonnummer? Es meldet sich die Rezeption eines Hotels.

Warum kann man auf supportmails nicht antworten? (wird als spam abgelehnt)

Thank you for the clarification chspe, the casino representative mentioned that your ability to deposit despite the LUGAS limit was a failure of the LUGAS system as they are the ones managing them. When it comes to the closure of the account I will continue trying to resolve this with the casino representative and will update you about any new developments. Thank you for your patience during this time!

Hello Peter,

I still insist that Bacanaplay refund the 190€.

Based on my experience with this casino, I see this statement as the error must be with LUGAS

with mixed feelings. Then Bacanaplay should demand the money back from LUGAS if that is the case.

It would be the same with a bank if you had an account limit. It cannot be that the customer

should stand straight.

Greetings,

Chris

Hallo Peter,

ich bestehe trotzdem darauf das Bacanaplay die 190€ zurückerstattet.

Aufgrund der Erfahrungen mit diesem Casino sehe ich diese Aussage der Fehler muss bei LUGAS liegen

mit gemischten Gefühlen. Dann möge Bacanaplay das Geld bei LUGAS zurückfordern wenn dem so wäre.

Bei einer Bank wäre es das gleiche wenn man ein Kontolimit hätte. Es kann nicht sein dass der Kunde dafür

gerade stehen soll.

Grüße,

Chris

Dear chspe, the casino representative informed me that your account had been closed. I will request a refund and update about any developments. Thank you for your patience during this time!

Dear chspe, the casino representative has stopped responding to my inquiries. I will give the casino an additional 7 days to respond otherwise I will be forced to close this complaint as unresolved. Thank your patience during this time!

Dear chspe, unfortunately the casino representative is unable to provide assistance with the refund of the amount over your deposit limit and has advised to contact LUGAS directly which you can do through the following link: (https://www.gluecksspiel-behoerde.de/de/fuer-spielende/beschwerden-verstoss-melden)

With the issue of the closing of the account being resolved, I will close your complaint. I am sorry I can't be of more help and I wish you good luck with contacting of the regulator. Kind regards,

Peter