Bob Casino - Hráčův účet byl zablokován.

I signed up to Bob Casino on the 20/07/2022.

I deposited €100 for the welcome bonus and played €5 spins on the slot The Falcon Huntress.

I completed wagering and had a balance of €747.50 and later that day I tried to log back in and process my withdrawal but was unable to access my account receiving a message stating my account was locked.

I sent an email that evening asking why my account was locked and received no reply, on Friday the 22/07/2022 I went on Live chat to ask for an update and was advised they had not received the email, I forwarded the email again whilst I was on the chat and they said they had still not received it and was advised to use a different email, I then created a new email account with outlook rather than gmail and sent them an email.

After some back and forward with them on the outlook email I was asked to complete verification which I did, and by the 26/07/2022 I had submitted everything they had asked for.

I have now been chasing them since the 27/07/2022 asking for an update with the last email they sent to me was on the 27/07/2022 saying the relevant department will get back to me.

All future emails have yielded no reply and and live chat simply says someone will get back to me by email in the future.

I have been giving no reason for my account being locked.

Dear faheycian00,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you have not received any confirmation regarding successful verification?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

That is correct, I will forward you all communication threads, they will come from both a outlook and gmail email.

I have sent over what I have via email, unfortunately I do not have any of the Live Chat threads.

Should you need anything else please let me know.

Thank you very much faheycian00 for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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 soon.

Hello, faheycian00,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bob Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bob Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the player's account been blocked? What steps should the player take to unblock their account or get his funds? If the casino decided to close his account, will the casino pay the whole remaining balance out?

If we are talking about a violation of the casino's Terms and Conditions and the winnings were confiscated, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello,

The player in question needs to complete the verification; in our case, it will be a Skype verification.

Our support department has contacted the player various times regarding the verification. However, no response from the player was ever received.

The administration of the casino reserves the right to call its players and/or request Skype video call if regarded as a necessary part of verification.

https://www.bobcasino.com/terms-and-conditions

Thank you.

Alright, I understand and thank you for the explanation.

Dear faheycian00,

Are you please able to cooperate with the casino to finish the KYC process? Is there any problem with a Skype verification?

I was not aware of the Skype verification request.

I contacted the casino several times and was never told that they wanted to do a skype call.

I understand, faheycian00.

Dear Bob Casino Team,

Can you please provide us with information on how and when the player should have been contacted? Is the casino's Customer Support able to contact the player again? What needs to be done on the player's side to successfully verify his casino account?

Hello,

The request was sent to the registered email on

Fri, 9 Sep 2022, 03:34 pm, a reminder on

Tue, 13 Sep 2022, 04:30 pm

Also, we have repeated the request on

Thu, 15 Sep 2022, 04:12 pm

No response was received from the player.

Thank you.

Clearly there is an issue in our communications as several of my emails went unanswered.

Those dates though still do not clarify why my account was locked when I won on the 20 July?

And seems only because there is now a public complaint you are attempting further hurdles.

Greetings all,

Thank you both for your replies and information.

Dear Bob Casino Team,

Regardless of the previous attempts, communication issues or unresponsiveness, now we have a working communication channel, and it is possible to communicate with the player directly here.

Is only a Skype verification call an obstacle to full player verification? How should the player further proceed to verify his account? Could anyone from an appropriate casino department contact him regarding the Skype verification call, or who should be contacted by the player to proceed with the KYC?

Hello,

The player can contact us at any time by chat or email, we have 24/7 live support on the website.

Moreover, the player never came to the chat since Sep 5.

We will contact the player regarding the Skype verification again.

Thank you.

Great, thank you for your help and information.

Dear faheycian00,

Can you please monitor your all email inbox folders and cooperate with the casino? Or, could you please be a little more proactive and contact the casino via email or Live Chat regarding your issue?

Once you have any news, please, let us know about the progress.

Dear faheycian00,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

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

The player can reopen this complaint anytime.

Thank you very much, Bob Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru