Account closed
Hello, I would like to submit a complaint against Boomsbet casino. There was 617€ in the account balance in total.
I've placed only 3 bets in this casino and I got my account closed in less than 24 hours from registration without any prior notification or signs of this happening. Since the account got closed without any prior notification, I can't provide any documentions other than emails exchanged with their support email, which I add in the attached files (private).
On the 15th of July, I registred, I made a BTC deposit (it was about 400€) and placed the whole amount on a bet, which was a winning one. On the 16th of July, I noticed I've already got limited on the amount I'm able to bet on single event, so I decided make a small BTC withdrawal of 200€, which I received with no issues. Later that day, I placed two bets, they were about 140€ in total, again winning ones. So I asked for another BTC withdrawal, 400€ this time and it was the last time I was able to log in my account. I didn't received the money + there was another 217€ remaining in the balance aside from that 400€ withdrawal attempt.
I received an email from their payments department, I quote:
"9.2. Collusion and cheating
BoomsBet is eligible to disable users Accounts and forfeit their Account balances (including deposits and winnings) if they will be noticed of gaining, attempting to gain an advantage of trading information of their cards or establishing a collusive agreement with other users to take an unfair advantage. These advantages may consist of chip dumping and transfer, discussing a hand during play, multiple using a single Account, soft playing. BoomsBet provides the rigorous examination of play by both manual and automated ways and investigates all related user complaints. In addition, BoomsBet provides proactively and randomly examining gameplays and Accounts.
9.3. Fraudulent activity
Once BoomsBet noticed a fraudulent, unlawful, dishonest or improper activity (including using the VPN, proxy or similar service that masks or manipulates the identification of your real location, or making bets, wagers or poker play through a third party or on behalf of a third party) on the Website, we are eligible to block user’s Account with forfeiting of all Account balances without prior notification. In such cases, BoomsBet reserves the right to report fraudulent activity to existing regulatory and law enforcement authorities including but not limited to banks, credit card companies and/or any person or entity that has the legal right to such information, and/or taking legal action against such user.
6.4.The Sportsbook platform reserves the right to declare the bets (or a part of them) void (payments are made with the odds «1») or to suspend payments until the end of trial (including judicial) in one of the following cases:
6.4.3. If there are traces of unfair practices being used (bets made in fraudulent manner, obviously “bad”odds” (e.g. obviously incorrect odds), switched odds)".
Obviously, I haven't done any of those things mentioned. When I asked the support email on which of the points mentioned applies specifically to my case, they refused to give me any details. I don't use VPN, no software and all the odds I placed my bets on were correct, all other casinos shared the same odds, there was no error. I would like to mention my first bet was on a ATP Challenger Tour match, the other two on an ATP500 Doubles match, so no small shady leagues/matches/events. My bets were, as far as I remember from top of my head:
1) ATP Santa Cruz challenger, Barreto Sanchez - Suarez, under 17.5 games, @1.71
2) and 3) ATP Halle, Schoenhaus/Struff - Auger-Aliassime/Shapovalov, over 19.5 games, @1.85.
Thanks in advance for any kind of help.
I've placed only 3 bets in this casino and I got my account closed in less than 24 hours from registration without any prior notification or signs of this happening. Since the account got closed without any prior notification, I can't provide any documentions other than emails exchanged with their support email, which I add in the attached files (private).
On the 15th of July, I registred, I made a BTC deposit (it was about 400€) and placed the whole amount on a bet, which was a winning one. On the 16th of July, I noticed I've already got limited on the amount I'm able to bet on single event, so I decided make a small BTC withdrawal of 200€, which I received with no issues. Later that day, I placed two bets, they were about 140€ in total, again winning ones. So I asked for another BTC withdrawal, 400€ this time and it was the last time I was able to log in my account. I didn't received the money + there was another 217€ remaining in the balance aside from that 400€ withdrawal attempt.
I received an email from their payments department, I quote:
"9.2. Collusion and cheating
BoomsBet is eligible to disable users Accounts and forfeit their Account balances (including deposits and winnings) if they will be noticed of gaining, attempting to gain an advantage of trading information of their cards or establishing a collusive agreement with other users to take an unfair advantage. These advantages may consist of chip dumping and transfer, discussing a hand during play, multiple using a single Account, soft playing. BoomsBet provides the rigorous examination of play by both manual and automated ways and investigates all related user complaints. In addition, BoomsBet provides proactively and randomly examining gameplays and Accounts.
9.3. Fraudulent activity
Once BoomsBet noticed a fraudulent, unlawful, dishonest or improper activity (including using the VPN, proxy or similar service that masks or manipulates the identification of your real location, or making bets, wagers or poker play through a third party or on behalf of a third party) on the Website, we are eligible to block user’s Account with forfeiting of all Account balances without prior notification. In such cases, BoomsBet reserves the right to report fraudulent activity to existing regulatory and law enforcement authorities including but not limited to banks, credit card companies and/or any person or entity that has the legal right to such information, and/or taking legal action against such user.
6.4.The Sportsbook platform reserves the right to declare the bets (or a part of them) void (payments are made with the odds «1») or to suspend payments until the end of trial (including judicial) in one of the following cases:
6.4.3. If there are traces of unfair practices being used (bets made in fraudulent manner, obviously “bad”odds” (e.g. obviously incorrect odds), switched odds)".
Obviously, I haven't done any of those things mentioned. When I asked the support email on which of the points mentioned applies specifically to my case, they refused to give me any details. I don't use VPN, no software and all the odds I placed my bets on were correct, all other casinos shared the same odds, there was no error. I would like to mention my first bet was on a ATP Challenger Tour match, the other two on an ATP500 Doubles match, so no small shady leagues/matches/events. My bets were, as far as I remember from top of my head:
1) ATP Santa Cruz challenger, Barreto Sanchez - Suarez, under 17.5 games, @1.71
2) and 3) ATP Halle, Schoenhaus/Struff - Auger-Aliassime/Shapovalov, over 19.5 games, @1.85.
Thanks in advance for any kind of help.