Complaint #11 BaoCasino

Declined withdraw - Submitted everything asked

By dlevel

7 years ago

So,

I used many Direx casinos this past week, and I had no real issues depositing/withdrawing, except on BaoCasino. Keep in mind I never use bonuses and I checked the box to not use any bonus.

I submitted the documents asked but then I declined my withdraw because I had to make a 75 more wager (3x the deposit for some reason) on a 1200 total deposit (500-350-350).

I did an extra 200 euro wager just to be sure, and then I declined again asked for more documents (selfies etc. even though all other Direx Casinos accepted me) and I submitted a new withdraw request which declined, and this time was about wagering an extra 1400 euro... I tried to find my history bets but I can't go back to all history, I only can see the last 100 of bets history or so (some slots), according to support this is because I have set a cooling off period, so that's ok. Support told me that I have wagered 2200 (photo attached), but anyway, now I'm stuck to have to play 1400 euro on a 1900 withdraw.

After some research and talking with the support, I found the term that specifies about the 3x wagering of the LAST deposit, which in my case, it was 350 euro (not 1200). And still it doesn't say that you will not get paid, I attach this term for your convenience.

So according to support, if you have made a 5k deposit, and you lost it on first bet, your next 200 euro deposit need to be wagered 50x (10k euro) to be able to make a withdraw, again, no a no-bonus deposit.

Well I'm ok if that is the case and I'll just wager the rest of 1400 and be done with this casino, but reading their term doesn't feel correct, and it doesn't even say that, and I feel like I have to wager 350x3 (1050 euro) which I did (2200 total wager, plus I think the 75EUR first request was to complete the wager on the 350 deposit).

I attach the e-mails saying the wager amounts needed to cover. No more deposits did after the first withdraw request.

I let you decide what is wrong/correct in this case :)

Disputed Casino BaoCasino

Reason Declined payment

Discussion

AskGamblers

• Support Team

2 years ago

Based on player's explanation posted on July 14th 2019, it is obvious that the disputed amount has been played and lost by the player. In such situation, AskGamblers Complaints Team has no other option, but to reject the case as the main complaints subject is no longer valid.

AskGamblers Complaints Team strongly encourage the casino management to consider possible amendments of the aforementioned term towards more clarity and the avoidance of similar misunderstandings in the future.

AskGamblers

• Support Team

7 years ago

BaoCasino

• Representative

7 years ago

DLEVEL,

The decline of withdrawal resulted from our workflow. As we have to process lots of withdrawals daily, it is necessary to cancel all the transactions that do not meet the requirements and cannot be processed. However, by declining your request we do not aim at making you play or lose your funds. In fact, there is an equal chance that the player may either win or lose while wagering the deposits.

We cannot influence the result of your game after we ask you to wager the deposits made. Please, note that you also agreed to this point: “You hereby agree to fully indemnify and hold harmless the Casino, its directors, employees, partners, and service providers for any cost, expense, loss, damages, claims and liabilities howsoever caused that may arise in relation to your use of the Website or participation in the Games.” (paragraph 8.6 of the Terms and Conditions)

You had a right to use all Responsible Gaming tools available at our casino and request a withdrawal with 15 % charged. You were informed about this option from the Terms and Conditions: both before signing up (as you automatically accept all the terms provided on our website, paragraph 1.1 of the Terms and Conditions) and in chat when you were given a link to the paragraph with this option.

On our side, we just do our best to follow the rules and procedures aimed at preventing fraud and manipulations. Your gambling behaviour seemed suspicious to us, that is why we requested you to follow the 10.7 rule. Moreover, we did not encourage you to disable your cooling off periods or stop using them. Concerning the point about us knowing about your gambling behaviour on other Direx casinos, let us stress that we by no means have access to that information and could not possibly use it against you.

We sincerely hope for your understanding and a positive outcome of this case.

Best regards,
Bao Casino team

dlevel

7 years ago

Yet again, in the term, you just posted it is nowhere stated you will decline the withdraw of a player, just you might charge a 15% fee, which is in your sole discretion.

The reason I deposited before I completely lost everything is because I was playing roulette and I was down to 2-3 more bets and I didn't want to lose a spin for having 0 money to bet, so I made a deposit (which was EXACTLY the same like my previous one, 350 euro, so not a small one) and kept betting, so even if the 350 last deposit was not legal in your eyes, then it would at least mean that the LAST 2 deposits should have counted (350+350=700 which means 2100 total wager, which I did).

The problem here is not only that, it's that as I said again, your term nowhere says about declining a withdraw, I had provided every document asked and you had to accept my withdraw and at the worst-case scenario for me, had 15% of the winnings confiscated. There is nowhere in your term stating you will decline a full withdraw.

So your whole action was for the cooling period to finish so I start gambling with what happened to be something it shouldn't happen, I should have my money withdrawn with -15% of the winnings at most (which again I don't think I should, because I said my LAST deposit was already wagered), and let's not forget about your "mistake" of having me wager 75EUR instead of 1475EUR even if it was the correct amount.

The way you reply to me it will make me escalate that behavior on IBAS, with the argument you took advantage of my gambling habits even though you saw I had cooling periods twice for this exact amount and made me gable twice before re-depositing (one with the 75EUR e-mail and 4 days later for 1400EUR e-mail to wager).

Also, I have the chats stating you knew I was having cooling periods (this was acknowledged by your support team by saying that I have a cooling period on so this is why I can't see my history, which again makes 0 sense)

So let's recap:

1) You are saying I made a smaller deposit before my money finished to deceive you, while you don't have ANY term that withdraws are declined for this reason, and when my previous deposit before my last one, was THE SAME (350 euro).

2) You sent me 1 e-mail of needing to wager 75EUR which I did after my 1st 3-day cooling-off period finishes, and then you ask me for 1400 more 4 days later after my 2nd 1-day cooling-off period finishes and without any new deposit or anything on my account.

3) I can't see my full history of bets while all this happens with the excuse I have the cooling period on (which again encourages me that I have to stop using it, I guess)

4) My 1900 EUR loss wouldn't happen if you followed your own term and confiscated the 15% of winning as per your term, which means 1652 EUR loss, even if what you are saying about me depositing small amounts to deceive you, which clearly is not the case as per my no 1. point.

So what I experienced is a casino encouraging me to stop using the cooling-off periods, and not following their own terms regarding withdrawals and wagering and clearly made me gamble money I wouldn't gamble otherwise (tried to protect myself by putting using tools like the coolling off periods, which is what I do when I have win some good amount of money), and this is what I need for everyone to know

BaoCasino Complaint Stats

Resolved 6 / 8

Avg. Amount $1,706

Avg. Complaint Duration 40 days

Avg. Response Time 1 day

BaoCasino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 4 out of 6 complaints in this category have been resolved.

This operator's average complaint duration is 40 days, while the average duration across all operators is 8 days.

BaoCasino Complaints

See all complaints for this casino

Bao Casino - Account verification not possible

I made a first payment via Interac. My identity could be verified

My phone number has also been checked

When I send them the digitization of my driver's license, they answer me :

"Dear < removed >,

Your document (Image_(3).jpg) wasn't approved. Reason: Please, note that screenshots, scans of the documents, cut or edited photos are not accepted. .

Bao Casino Team"

Oops! Your request to withdraw money has been declined.

If you would like more information, please contact our customer support team.

Bao Casino Team

Their customer service does not respond...

What should I do? I want my stake back.

Thank you

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Very long withdrawal processing time

Hello. I have requested a withdrawal from the BaoCasino casino and it has been over 5 days now and it has not been processed in any way. My standard withdrawal processing time has long passed and nothing is happening in this case. The chat agents can't tell me why it takes so long, but they sent a query to the casino manager, but I didn't get any answer from him. I do not have an answer to the question why the withdrawal is still not being processed, so I am writing here, maybe it will have some effect and I will get an answer from the casino representatives. I would like to add that my account is fully verified, I had withdrawals in the past and there were no problems with them, so the current situation is quite strange.

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Refused withdrawal BaoCasino

I have a complaint against BaoCasino, which was a very good casino to me, but now they have started to make issues. I am their player for some time now, and I used skrill and paysafecard methods for deposits, I have also made withdrawals on skrill in the past and there hasn't been an issue never with that. Even though I used paysafecard (which I bought at a local gas station) for deposit.

Now I wanted to withdraw 150€ using skrill, and yesterday they said I have to make a paysafecard verification which I successfully made, today the withdrawal was again declined (skrill) after that I waited all day that someone answered live chat, and now they want me to use bank transfer to withdraw funds, because they wanted that I use paysafe for withdrawal but paysafe has only option to deposit not withdraw. Now bank transfer is minimum 500Eur to withdraw, but I only have 150EUR on my account, it looks like that they want me to spend this 150eur on their casino because they know that MIN 500€ is bank transfer withdrawal. I will send you chat transcript with the Bao customer service and also history of my skrill withdrawals that were successful in the past. I am a fair player and always have been so that is not an issue for me, I play for fun but that is not okay that I can't withdraw funds.

Please I ask you for urgent help before they block me for no reason...

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Waiting for over 3 months for withdraw

On 5.12.2020 I withdrew 1.660 $. The withdraw was going to be deposited to my debit card I used at the casino. It is over 3 months now and money are still not deposited into my account. I contacted my bank with the transaction number casino send to me and the bank reply with email saying it is impossible to find money only with this number.

I send this email to Bao Casino. I contacted casino on several occasions and got the same answer...”We are working on this...”

I’m sending copies of a few emails.

Can you please help me with this problem?

Kind Regards < full name removed >

I send documents to support.

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Withdrawal request made over 5 weeks and not paid out

Well, where do I start with Bao Casino. I made 3 withdrawal requests in early December for the amount of $5900 over 3 separate transactions. The withdrawal transactions were supposedly deposited back to the original debit card which never occurred. I then followed up with Bao casino on numerous occasions as to the whereabouts of the funds as they never landed in my account. I then contacted the bank as Bao casino provided 3 random transactional numbers for which the bank could not locate as I suspect they are random by nature. I subsequently had the bank provide a letter to Bao casino stating this (which they requested and I consider highly unusual) and I have since had no resolution on the matter since providing the letter from the bank. I get the same response from the casino each time you contact them 'Our specialists are working on your case, hope for your understanding'. Well my understanding on the matter has well and truly pasted and it's time to call these guys out. I looked forward to the casino's response. It's now been over 5 weeks and the funds haven't been paid.

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Deposit not credited despite repeated inquiries

I made a deposit 4 days ago using a method I've used hundreds of times for instant deposits. The money was not credited. I made several inquiries the first and second day and was told I just have to wait. I was finally asked for more information which I provided (screen shots of the deposit to their casino and the withdrawal of the money from my bank account) and still, 4 days later, I have no funds in my account and my deposit has not been refunded, nor have I had an answer from this casino. At the last communication I had with them, they said they had to send the information to their finance department and that I would get a response by email. Another day later, still no response.

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Deposits funds missing

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$10

Closed my account with €5,000 balance accusing me of 'money laundering'

Hello!

I have found out about this Casino a while ago and deposited a bit.

Then I won a nice amount in a Slot game. Casino asked me for a lot of documents which I all send them. They asked for:
- Front ID
-Back ID
- Proof of Address
- Photos of my Credit Card
- Selfie of me, my ID and a Note of paper with "Hi Bao"

I submitted ALL of these documents. Then they said they will check within 1 Hour. when i logged in again in the evening (20th of september, 18:58) I received the notice that my account is disabled. (see attached image) . Also chat wrote me: " Natalie, your account needs additional examination. Within this time your player account is closed per administration's decision."

I Submitted a complaint on Friday already but it was rejected from askgamblers team because I need to give them time to finish investigation. I totally understand this!

So I have waited until Wednesday (25th of September) then the chat told me:

"Earlier, we sent a letter to your email.
We want to inform you that your account in our casino was closed per administration's decision and the funds were confiscated. Our security system has discovered that you participated in fraudulent action (in particular, money laundering). According to the rules of our casino, we reserve the right not to process withdrawals in a case of fraudulent and illegal activities (including participation that would be in breach of the law in your local jurisdiction).
For more information refer to this link (section "Anti-Fraud Policy"): https://baocasino.com/terms-and-conditions"

Now I can not login and can not withdraw my money. I have no Idea what that means and I have just used my personal credit card to deposit and my Coinbase Account.

Please see all attachments of Chat and the notice of account closure.

Rejected

€5,000

Delays/Excuses For Withdrawal

I signed up recently on Bao and deposited close to $2500 via EcoPayz. I was lucky enough to win a good amount and requested a first cashout in line with their daily maximum cashout limits. This is when the problems began - my withdrawals have been returned to my account 3 times:

1. First, it was because they said I didn't verify my email, which I did, so I did it a second time and then manually.
2. Second, they said it was because I needed to do increments of $1000, which I did, but these were still rejected.
3. Third, they now claim they have technical issues with EcoPayz, but offer no timeframe for resolution or further information.

They said I could attempt a withdrawal via iDebit (which I can't use) or Visa refund but only offered two obscure banks in Canada where this is possible, neither of which I have an account at (and are located in other provinces). I have offered to be paid out via BTC, EcoPayz or Wire Transfer.

There may indeed be technical issues, but they have no shown any proof of this and no one from their team has provided me with anything more than generic "technical issue" messages, nor can they say when it will be fixed. It seems to be like an excuse, as they can easily contact their white label provider to arrange for another way to complete the payout.

Unfortunately, I must warn other players not to play here as it appears they have issues paying out (but no issues taking deposits), despite the fact that they promise ultra fast payouts and their recent reviews even say this.

Any help AskGamblers can provide would be greatly appreciated - thank you.

Resolved

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No withdrawal options for Canadian player

Dear Ask Gambler team

I registered a new account on Bao Casino after finding it listed as new casino on the Askgamblers forum, and specifically after noting that Bank Wire Withdrawals were an available option. After re-confirming this information directly on their site, showing Bank Transfer as a withdrawal option, and reading the terms and conditions to ensure Canada was not excluded from this option (the only mention the terms and conditions make in regards to bank wire transfer limitations is that you cannot obtain it in USD)

I made deposits via Interact E-transfer. I eventually accumulated a balance attempted to request a withdrawal. On the cashier page, all other withdrawal options suddenly disappeared and the only option presented to me was EcoPayz. I did not deposit using Eco Payz, I deposited via Interact E-transfer.

I proceeded to contact their support team to request instructions on how to request a Bank Wire Transfer withdrawal and I was informed that this is not an option for my country (Canada). After several attempts to understand why it is listed in several places and in your terms and conditions as an option, but that I cannot use it ,we did not come to a resolution.

I was offered 4 methods of withdrawal which unfortunately do not work for me , this is why I was deliberate to ensure Bank Wire Transfers were an option and based on your site content, was led to believe that it was.

I cannot use any e-wallets such as Instadebit, Idebit and Ecopayz – all such accounts I had have been closed for some time and I have contacted each of them this week by email and by phone, numerous times, and they have all confirmed I cannot re-open an account with them.

The last option was a Visa card, I do not own a Visa card, nor am I able to obtain a Visa credit card, however I actually opened 2 new bank accounts, with “Visa Debit” card – I attempted multiple times to use these cards however due to Canadian restrictions I cannot use them.

I have spent 3 days making countless phone calls to banks, visa companies, ewallet holders and hours on the internet trying to find a way to collect these funds, while exchanging over 35 emails with their support team.

Although polite and prompt to respond they have not once offered to actually help me by sending a bank wire of etransfer - which by the way I know they can do as they refunded me one of my deposits made via etransfer due to an unrelated issue - they CAN send me an etransfer, they are just not willing to do so.

Despite all my efforts, I humanly CANNOT use their methods and I have made every best effort at my own expense and time - I even offered during our email exchanges to just refund me my deposits, a total of $80 - a savings of $500 for the casino!!!! They never even acknowledged/responded the request

I am at a loss on how to proceed to get my withdrawal processed - surely they have demonstrated that they have the means and ability to send me an etransfer and I have demonstrated my willingness to try and resolve this their way but I just can’t - please help me resolve this issue with Boa Casino - they need to just do the right thing and give me my money via bank withdrawal or etransfer.

Resolved

$580