Bingo Hall Casino - Hráč si stěžuje, jak kasino vyřešilo jeho spor.

On june 5 2019 i deposited $20 at Bingohall.com from my credit card. That night the million dollar party was playing and i won $7500 altogether. My playthrough was 3X bonus and deposit. So that would be $360. The verification process took a little bit but eventurally go verified and put in my first withdrawal on june 21/19. Checking my account every day to see if the withdrawal of $500 was processed. On june 24 to my amazement my withdrawal was cancelled and my winnings voided. I contact support right away and was told i did not reach my playthrough yet. I tried to explain that i did not have a playthrough it was finished at the million dollar party on june 5/19. They told me to email support and someone would look into it for me. I received an email they said that i made 1 bet over $5 and therefore i breached T&Cs. I feel if someone is going to accuse you of doing something they should have to bring forward their evidence to back up their findings. Do you not agree. Contacted support again and asked for the game information in which bingohall says i breached T&Cs. I was provided with game id #190606043102217981 Bingo. My game id information on my acct does not start until id #190606046----- It could not have been my acct. Then i received an email stating Transaction Id where i made a bet higher than $5 recieved On June 6, 4:10 , and issued on June 6 4:52. I logged in tonight and now my deposit and bonus information is now blank. Good thing i have my credit card statement and previous acct reconciles from June 24 all of them. I in no way shape or form broke the bonus rules. I have contacted support so many times asking for bingohalls dispute resolution process because i did not agree with supports decision. I requested to see there proof once again and still only got some bogus game id . No where to be found under my account reconcile. I just want what i rightfully won. You can not charge someone with a crime without evidence. FACTUAL EVIDENCE. I know that bingohalls license is based in the jurisdiction of Curacao. And as part of your licensing requirements they are supposed to display the sheild and a link to the gaming commision in Curacao and they do not have the sheild of Curacao anywhere this is a violation of there license. I really just want the funds i won and to have no issues. But after numerous request to speak with management still nothing. Also as part of the T&Cs it states that bingohall will provide players with a dispute resolution process. I have yet to have any one from bingohall tell me what this process is. They keep saying email us and we will pass it on to management. Ihave spoke with accounting/security and support and to no avail. i havent even spoke with any one to try and resolve anything.  bingohall flat out took my money. BIngo hall is the one who has breached thier own terms and conditions. This has left a really bad taste in my mouth. For a site that has been online for as long as they have to start tarnishing thier reputation. Also I lost $3500 back to bingohall And im not bitching about that.
This is what the terms and conditions of our contract state
2.12 Regarding disputes, it is advisable that the Account Holder lodges a complaint with BingoHall's Customer Service. The parties should do their utmost to reach an amicable settlement within a reasonable time.
2.13 Whereupon a dispute should occur between BingoHall and the Account Holder, BingoHall will have a transactions record set at the Account Holder's disposal. Such information will also be made available to a legitimate third party (e.g. a judge or court) if BingoHall so wishes or agrees.
2.14 The complaint must contain clear and unequivocal information about the complainant's identity, and shall give all the relevant details that gave rise to the complaint.
I asked for said transaction record and was never given one. Now all transactions from june 5, 6, 9 are missing from my reconcile.

And then they locked me out of my account.
 

Hello Kim.

We are very sorry to hear about your troubles. I can open just five of the files you uploaded. Could you please send all of them to matej@casino.guru? We will look at all the proofs from your side and try to get your game history from the casino. Did the casino send you screenshots of the mentioned game IDs where you supposedly bet more than $5?

No they never sent me any proof.  I kept asking them for there evidence that i did indeed break there terms and conditions.  All they gave me was a game id # and told me to look in my acct history I would find it . I looked and looked and looked  the game # was not there. They are claiming i recieved a bonus on june 6, I deposited on June 5 and recieved my bonus on that day. I asked them for a copy of my acct history because in the terms and conditions it states they will give a third party or account holder a  copy of my acct history. They refused and then locked me out of my acct. Because my validation of my acct took two weeks i was in constant contact with live support and not once did anyone ever say anything about me not making playthrough or having a bonus and making a bet over $5.  And really they claim i made 1 bet over $5. 1 bet like i would risk that and lose my $7500

And do you have your game history? Please send me the files I didn't receive to my email. Meanwhile, we contact the casino and ask them to explain what happened.

Hello,

We hope that this email finds you well.

Please be informed that a full review of your account took place. The review included all documents, profile information, all account activity and game logs.

When checking the game logs, we noticed that you had bets of over 5, which is a breach of our terms and conditions.

Due to this reason, unfortunately your withdrawal request could not be approved and the winnings were voided, as per the following rule that can be found on our site, under the Bonus Rules page:

Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is 5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit

The Session ID for the bet is 190606043102217981, game played: bingo, which at the time you could also check in the game activity logs on your account. The bet we have mentioned is of $60, however please keep in mind that it was not the only one. In fact we could find many  $60, $24, $20, $9 and $6 bets placed periodically (16 in total), and we gave one as example so that you could refer to your game logs. 

We thank you for your comprehension on this matter. If you need further assistance please don't hesitate to contact us, we are available 24/7.

Best regards,

Bingo Hall

Kim, did you make bets on bingo higher than €5 as casino wrote? If you are not sure post here your game history and we can check it.

I did not make a bonus money bet over $5. Bingohall is the one who has to prove I did. My Playthrough was meet the same night. 

I would like to see bingohalls actuall proof. Anyone can say anything but without factual proof. It really doesnt mean anything. You cannot say someone did something but not show the proof. They are the ones accusing me of breaking T&Cs where is there proof. When they submitt my account history then I will submit my history to you then you can look at both togethter.  They have done this to 100s of people never showing anyone any evidence or proof.

Could you be so kind Kim, Bingo Hall Casino representative, and send here game history so we can check it? All posts would be marked as sensitive.

Has Bingohall given you a copy of my account history?  It states in the T&C s that in the event of a dispute they will give a copy to myself or third party mediator you.

Hello Kim.

Yesterday we received proof from Casino representatives. After careful analysis, we need to admit, that indeed you breached the casino T&C's. I don't know why you can't see these bets in your game history, but all bets were made on Bingo. Session ID what casino provided to you pointing on the highest bet. (except this one you made several others higher bets)

Based on the proofs, we think that Kim's complaint is unjustified.

Kim, if you disagree or you can't find the bet what you make in your game history you can send it to us, and we can try to help you, but from what casino sent us it is clear that you breached their terms (I am very sorry). 

My playthrough was only $300. And the total your looking at is the amount of cards not the money i spent.

Could you please send me a copy of the account history you have so i can look at both together to see in fact that this is my account.

Maybe thats why i cant see it. 

I am sorry Kim we can't share this proofs with you. We received them under the condition that we will not share them with anybody else.

We respect this decision. I can confirm that this game history is from your account and you should be able to find it in your game history too, check the reference what casino gave you.  

We can offer you an alternative - send us your game history, and we will check it.

They deleted all history in my acct from June 5 and 6.  How do you know it my account. You dont know that.  Why do  you think  you cant give them to me.  Thats fine I will hire a lawyer to deal with this. And when i win I will come back and prove to you I wasnt lying.  I will also make sure that no one plays there ever again.  Nice mediation..

We are very sorry, Kim that you are unhappy with the result.  

It is very weird that you are missing two days from your game history.

(still, did you download your game history, do you have at least proof that games history is missing?)

Because we promised that we didn't share the evidence, we can't publish them, but we would like to ask the casino to allow the Kim to see her game history and find these high bets by herself.

Hello Kim.

I spoke about this case with casino representatives, and we deal that you should publish your game history first. (they already sent us proofs, and now it is your turn)  

Kim, could you please paste here your game history?

Dear Kim,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.