Bob Casino - Račun igrača je blokiran, a dobitak oduzet.

In June 2018 I have had a problem because of my duplicated account at Bob casino.

I forgot, that I have already opened accounts, so they declined my withdrawal.  

After that, I have spoken with the support and asked them to delete my duplicate accounts, so I can play with one.

They told me that, this case was forwarded to the Finance department.  

After 1,5 years I have forgotten about all of this and went to deposit to my Bob Casino account to play.

So my account was good, I have made some deposits, and they let me play!

In December 2019, i have deposited money to my Bob Casino account and managed to win 3000 Euros.

I have logged in with my phone, ( where my other emails are stored in the browser, so it is automatically filled the login e-mail to my Bob casino account with another e-mail ) and I accidentally logged in with my duplicated account to Bob Casino. And that was the point that I have found out that I still have a duplicate account, so nothing happened in June 2018, they did not delete my duplicated accounts!!!

I have immediately written a letter to notify them! And to help me solve this case, after 1,5 years.

For withdrawal, i would like to have my account verified, so i have made a request for 20 euros, because they wrote on the website, the uploaded documents for verification is being checked at withdrawal requests.

And they wrote to me today this:  

"During the security check, we found out that your account has a duplicate. Please note that it is only allowed to have one account per player/IP/device with or without bonuses. You have breached this rule. Therefore, the decision was made to close your account and confiscate the winnings.

The decision was made by the casino's management and it is final."

So they should have closed my account in June 2018, not in December 2019!!!

In my opinion, this is absolutely unfair.

I think I'm entitled to withdraw my winnings of 3000 Euros.

Please help me solve this case.

Best regards.

Andris

Dear Andras,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you if you have received any confirmation about your account being closed back in 2018? If yes, could you forward it to me (my email address is petronela.k@casino.guru)? Thank you in advance for your reply.

Best regards,

Petronela

Dear Andras,

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

The player can reopen this complaint anytime.