Complaint #12 Blackjack Ballroom Casino

The casino has blocked my account and is refusing to withdraw

By Andrei D.

3 years ago

Dear Sir/Madam! I, as a Blackjack Ballroom Casino player, really need your help in resolving a problem that has arisen.

The casino, in its sole discretion (without giving specific reasons), has blocked my account and is refusing to withdraw my funds in the amount of $3,205.

For my part, all the requirements of the casino have been met: I have provided all the documents that you requested, in all my actions I was guided by the rules of your casino.

On March 01, using the link that the casino sent me, I uploaded a passport (identity document).

On March 11, I was unable to download the document from the link and sent a utility bill (a document confirming my address of residence) by email.

On March 23, I uploaded a utility bill from the link.

On April 08, I managed to log into my account - my account was blocked. On the same day, I wrote to the chat asking for clarification. An employee of the casino recommended that I write an e-mail - on April 08, I sent a corresponding message by mail.

On April 27, I wrote a message to the casino asking if the verification of my documents was completed, in connection with which my account was blocked and when will I receive my funds?

On May 09, I received a message from the casino that “Due to the current regulatory framework, we cannot allow further activity on your account and cannot process your withdrawal”.

On May 09, 05, I sent a message to the casino in the hope of getting answers to the questions asked on April 27.

On May 28, without any further comment, the casino reported: “Due to the current regulatory framework, we are unable to allow further activity on your account.”

On May 29, I sent a claim to the casino, to which I still have not received a response.

Additionally, I inform you that my account was registered on November 21, 2021. The casino was aware of my country of residence, and, nevertheless, the casino allowed me to make three deposits, and make multiple withdrawals. I was not informed of any restrictions.

It is also not clear to me what regulatory framework the casino is guided by. Why is my $3,205 withheld? because I followed the rules of the casino and did not allow any violations.

I ask you to help me understand this situation and return my 3205 US dollars.

Disputed Casino Blackjack Ballroom Casino

Reason Declined payment

Amount $3205

Discussion

AskGamblers

• Support Team

3 years ago

Dear @DariBo,

Please let us know if there are any updates regarding your ongoing complaint submitted in front of eCogra. Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse to update your complaint in a timely manner, we will have no other choice but to reject the case.

Thanks for your cooperation.

Blackjack Ballroom Casino

• Representative

3 years ago

Hi there

A complaint with the same issue has gone to ecogra and the regulator (KGC) and both have ruled in our favour.
This player said they have gone to ecogra. Please post the result.

AskGamblers

• Support Team

3 years ago

Dear all,

This complaint has been reopened as per Blackjack Ballroom Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

3 years ago

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the appointed ADR and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

Blackjack Ballroom Casino Complaint Stats

Resolved 7 / 8

Avg. Amount $285

Avg. Complaint Duration 239 days

Avg. Response Time 2 days

Blackjack Ballroom Casino Complaints

See all complaints for this casino

BlackJack Ballroom Casino - I have to turn to you for help in obtaining my 343 euros

Hello! Please take into consideration my complaint against Blackjack Ballroom Casino. Blackjack Ballroom Casino blocked my account in October 2022. I haven't received any notifications about the reasons for the blocking. Also, Blackjack Ballroom Casino does not respond to my messages. Due to the fact that I can't log in to my game account, I couldn't withdraw my balance - 1,093 Euro. I tried to resolve the problem on my own: I sent messages to the casino, on January 7, I sent a claim. But the casino ignored my appeals and my claim. However, on January 30, 750 euros were credited to my payment wallet, and the casino continues to hold 343 euros. I failed to get any detailed justification for withholding my funds: the casino refers to a violation of the rules without specifying what exactly I violated. In this regard, I have to turn to you for help in obtaining my 343 euros.

Unresolved

€343

Blackjack Ballroom Casino The casino illegally withholds my 1908 dollars

Dear Sir/Madam!

Seeing that Blackjackballroom casino blocked my gaming account without any explanation and my messages remain unanswered, I am forced to file a complaint against this casino. Please take it into consideration and help me resolve the situation.

I'll go straight to the details.

I registered my account back on October 20th. Until my account was blocked, I managed to receive several payments from the casino to my payment wallet.

I planned to keep playing. But in mid-November, I was unable to log into my account - it turned out to be blocked, despite the fact that my account balance should have been 1908 dollars.

I did not receive any letters from the casino indicating the reasons for the blocking.

Moreover, as far as I know, the casino has no right to unilaterally block the player's account without paying the balance.

On December 14, 2022, I sent an official complaint to the casino, but the complaint, like the messages sent earlier, remained unanswered.

I enclose the correspondence with the casino.

Based on the above, I ask you to resolve the conflict that has arisen.

Thank you for your attention.

Resolved

$1,908

Refusing to pay out my money in the amount of $2,820

Dear SIR/MADAM! I am sending you an official claim to Blackjack Ballroom Casino. The casino refuses to pay out my money in the amount of 2820 USD.

During the verification of my gaming account, I provided the following documents:

02/17/2022 - passport, utility bill;

03/05/2022 - bank statement;

03/08/2022 - updated bank statement;

03/11/2022 - an extract with a highlighted marker in the paint program of my full name, postal address and date of issue of the document;

03/21/2022 - a new photo of the statement in accordance with the requirements of the casino, the data in the letter were also additionally indicated: full name, postal address and date of issue of the document.

02/31/2022 - the requested documents were re-sent in good quality.

In response to my inquiry about the results of the verification of the documents I sent, on April 14, the casino reported that the casino could not process my withdrawal of funds due to the current regulatory framework.

On the same day - 04/14/2022 - I sent a message to the casino in the hope of getting an answer to my questions - “What kind of regulatory framework are we talking about? What does this base have to do with the withdrawal of my funds? Is my account verified?

On 04/29/2022, I reminded you of the need to respond to my message of 04/14/2022.

Due to the fact that the answer was not provided, the funds in the amount of 2820 USD were not credited to my wallet, on May 26 I submitted a claim to the casino.

I studied the reviews of this casino, considered it reliable and trusted my funds.

The casino, in turn, acts against me unlawfully: unreasonably withholds my funds; does not want to discuss the problem with me; does not report the results of the verification of my documents.

I also inform you that I do not support the policy of the leadership of my country and, due to the economic sanctions imposed, my family found itself in a difficult financial situation. I'm not asking for help, I'm asking the casino to credit my wallet with funds that legally belong to me - 2820 US dollars.

I ask for your help in resolving the current problem.

Rejected

$2,820

Misleading bonus offer

I received and email with an offer of deposit £20 get 100 free spins on mega moolah. Which in took up. Its says bonus offered as £50 for 100 x 0.50p spins on mega moolah. I played my deposit and waited in bonus being credited and went to play mega moolah and no bonus funds or free spins....so I spoke to chat who said you'll need to redeem the bonus points from your casino rewards account. But this wasn't made clear in the email, just that it would be a £50 bonus to use on mega moolah as free spins and that standard terms and conditions apply. The thing is I can't redeem my points as I'm not allowed until I deposit more money. So I've lost this bonus, had it been made clear it was a bonus of casino rewards points I would never had accepted it and deposited £20 as i knew I was bonus banned. Why would I go for this if I knew I couldn't actually get to use it? Extremely misleading and I'm not happy. Other casinos would have the bonus as actual free spins on the specific game it was For! I bet there are other people who are bonus restricted and have had this happen too and found they can't actually get the free spins!

Resolved

winnings have been voided and confiscated

I am writing my experience with Casino Rewards just to have some explanations, I am new with online casinos, I started on September with nostalgia « casino rewards group » I played on all casino of this group and lost about 13200 US$ in this group,anyone can verify my statut at Nostalgia, I was a VIP Gold member everything was ok as I have never made any withdrawal, until 13/12/2013 I registered with Blackjack Ballroom, play the one hour free, deposited 20 from my verified neteller account (always use the same deposit method in all online casinos), I got 120 US$ in my balance, after 9 hours of playing, I finished my wager of 3600 US$, and still got 500 US$ in my balance, I decided to try the first withdraw with this group, I received a mail that my withdrawal will take 2 working days.

After 3 days I contacted the online support, he asked me to send some documents to verify my ID, I sent « copy of my National ID Card », « Screenshot of my neteller personal details », « copy of my bank billing », and after 5 hours, I re contacted the online support just to know if they have received my documents, and he asked me to send them «an unfiltered screenshot of my neteller history transactions», I was surprised about what he was asking me to send, but I did it and sent them all they needed, after 2 hours I receive a mail that said« We have reviewed your documents and audited your account. It appears that you exchange funds with other players at Casino Rewards and this practice is regarded as fraudulent. ».

I sent them a mail explaining that the one to who I send my money is my little brother and sister, and I could prove that by sending them even their National ID Card too, because I always send them money by neteller account for their needs and that was our family matter, mean my private life, my sister is not a gambler and has never played in any casino online or other and my brother has never played at the casino blackjack ballroom, but I received a mail from them (We would like to remind you that it is your responsibility to read, understand and accept the Terms and Conditions prior to registering a real player account. It is clearly stated in our terms that in the event funds have been exchanged between Casino Rewards members the winnings will be void. Having said that, although your intentions may be genuine, the same rules applied to all Casino Rewards members apply to your account with no exceptions. I'm sorry for your disappointment however you are clearly in breach of our terms therefore we have auctioned your account accordingly), I want to understand if this group has the right to interfere in the private lives of players and their families, just to keep in mind, I don't know any player at any online casino, and I am not in need to send money to anyone appart from my own family.

Resolved

Risk management complaint

Hello there, I wonder if you could help. I had a complaint regarding this casino and a problem with a withdrawal which I did not agree with. I was told to send an e-mail to CR risk management team, however they have completely ignored me and keep blocking my e-mails. I know they have an official complaint procedure but I don't know what it is or where else to go. Can you help please?

Sorry I'm unsure how to attach a screenshot

< name removed >

-Forwarded Message Attachment--

From: < removed >@hotmail.co.uk

To: [email protected]

Subject: FW: Please close all casino rewards accounts

Date: Mon, 29 Apr 2013 15:49:08 +0100

Hello,

I am writing regarding an ongoing dispute which I have taken up with you today regarding your Blackjack Ballroom casino. I think you know the reason for my complaint by now however I would just like to assure you that I can prove I did not have any open accounts with your associate casino sites (not that this is against your rules there is nothing whatsoever to state this is against the rules as I have read and re-read your bonus terms and this is definitely not mentioned). All of my accounts were closed by my request as you will see from the forwarded e-mail.

I definitely did not have a multiple account with Blackjack ballroom as you have stated and as I stated in my previous e-mail if you do not process my withdrawal request for £800 I will be taking the matter further.

Please reply to my complaint a.s.a.p or just have the courtesy to state that you have received my e-mails sent today and you are going to look into the matter. I would appreciate this.

Thank you,

< name removed >--------------------------------------------------------------------------------

From: [email protected]

To: < removed >@hotmail.co.uk

Date: Thu, 27 Dec 2012 17:38:50 +0000

Subject: RE: Please close all casino rewards accounts

Hello Martin,

As a representative of the Customer Loyalty Team I have happily looked into your inquiry.

We are very sorry to hear about your decision to leave the casino, but will definitely respect your decision. As requested we have now closed all your accounts with us and removed your details from our marketing lists.

Please note, it may take up to 48 hours for your unsubscribe request to come into effect - it is therefore possible that you may receive a mailing from us in the meantime.

It is part of our culture to endlessly strive to provide you with the best and most efficient service. If there is anything more I can do for you, please let me know.

Our Customer Loyalty team is always here for you - 24 hours a day, 7 days a week, 365 days a year.

Thank you and kind regards,

And a Happy New Year to you!

Patrick

Customer Loyalty Team

-----------------

Do you have a Buddy Tree? Earn thousands by referring your friends. Go to http://cr.crnewsletter.com/main/buddy_main.asp to build your Buddy tree today.

- Gamble Responsibly -

----- Original Message -----

From:< removed >@hotmail.co.uk

To:[email protected]

Sent: 28/12/2012 4:00:09 AM

Dear Sir/Madam,

I intend to begin the new year with a fresh start and that means I will no longer be using online casino's therefore can you please close all accounts with yourselves (CR)in my name. My full name and address which they will be registered in is: *censored*. They may be registered under this e-mail account or my other e-mail account which is< removed >@sky..com

Thank you for your co-operation in this matter.

Have a happy new year.

Yours sincerely,

< name removed >

Terms

Privacy & cookies

Developers

English (United Kingdom)

Terms

Privacy & cookies

Developers

English (United Kingdom)

--Forwarded Message Attachment--

From: < removed >@hotmail.co.uk

To: [email protected]

Subject: RE: Delivery Status Notification (Delay)Date: Tue, 30 Apr 2013 17:33:18 +0100

Can you please tell me if the resipient of this message is blocking it please?

than kyou

From: [email protected]

To: < removed >@hotmail.co.uk

Date: Mon, 29 Apr 2013 19:50:10 -0700

Subject: Delivery Status Notification (Delay)

This is an automatically generated Delivery Status Notification.

Delivery to the following recipients has been delayed.

[email protected]

--Forwarded Message Attachment--

From: < removed >@hotmail.co.uk

To: [email protected]

Subject: FW: Please close all casino rewards accounts

Date: Mon, 29 Apr 2013 15:49:08 +0100

Hello,

Please reply to my complaint a.s.a.p or just have the courtesy to state that you have received my e-mails sent today and you are going to look into the matter. I would appreciate this.

Thank you,

< name removed >

--------------------------------------------------------------------------------

From: [email protected]

To: < name removed >@hotmail.co.uk

Date: Thu, 27 Dec 2012 17:38:50 +0000

Subject: RE: Please close all casino rewards accounts

Hello < name removed > ,

As a representative of the Customer Loyalty Team I have happily looked into your inquiry.

Please note, it may take up to 48 hours for your unsubscribe request to come into effect - it is therefore possible that you may receive a mailing from us in the meantime.

It is part of our culture to endlessly strive to provide you with the best and most efficient service. If there is anything more I can do for you, please let me know.

Our Customer Loyalty team is always here for you - 24 hours a day, 7 days a week, 365 days a year.

Thank you and kind regards,

And a Happy New Year to you!

Patrick

Customer Loyalty Team

-----------------

---- Original Message -----

From:< removed > @hotmail.co.uk

To:[email protected]

Sent: 28/12/2012 4:00:09 AM

Dear Sir/Madam,

Thank you for your co-operation in this matter.

Have a happy new year.

Yours sincerely,

< name removed >

Terms

Privacy & cookies

Developers

English (United Kingdom)

Terms

Privacy & cookies

Developers

English (United Kingdom)

Resolved

Casino not paying me $400 I had won.

Hello..The Blackjack Ballroom casino didn't pay me my $400 winnings after played with deposit bonus.Several times i had tried to contact with them but got no response from them.I am waiting from 7th February 2013 to receive my money I had won.Could You suggest me anything that what should I do to receive my winnings from them.I am totally disappointed for their behavior.Now I am sick of waiting more.Please reply me about my issue.Thanks.

Resolved

7 days waiting

The Blackjack Ballroom Casino has finally voided my $400 winning after tried several times to push me in bonus traps!2 weeks ago I got a free play offer from them,then I had made $80 bonus added from free play after deposited $20.Well,I played completely 24 hrs and my luck made me finally winner of $400 on 7th February.After that I went for withdraw had requested.As we know the fastest withdraw processes provide from maximum microgaming casinos.But from the next day the blackjack ballroom casino tried out push me into bonus traps..ha ha ha ha funny.They had offered me $100 more bonus if I reverse my withdraw.As we know very well its a deep trap not to receive anybody winnings.I again asked them via support that no need any bonus but need only my $400 winnings into my account.Mysteriously, they had started to behave with me very rough!!!sometimes no reply after contacted.anyway,Finally I had caught them after waiting online whole day yesterday.I asked them to send my winnings into my account.The main drama started from that time!they said I have duplicate account with them thats why They gonna void my winnings.Its 100% cheating with me after tried several ways to cheat.I have no any other account with them.I have my real Identifications documents with me.Even They took my deposit also,ha ha ha ha.....funny scam casino.I like to request to ASKGAMBLERS ,Please solve my issue to release my $400 winning from Blackjack ballroom casino.I will send all documents if you ask me to send as a proof. I have no duplicate account with any casino. Please help me.Thank You.

Resolved

Withdrawal is taking too long

i deposit about $500 IN playing the casino, i won $4000 plus and tried making a withdrawal, but its taking very long

Resolved