Complaint #14 BurningBet Casino

Casino taken away money from my winnings

By uglykidjoe4455

4 years ago

On 25th October i made a deposit of €50 and used the 200% welcome bonus. I read T&C before (as always) and have seen that they have a max withdraw for the bonus - x10 of the bonus amount - so for me that would be €1.000.
I managed to clear the wagering requirements and made 2 withdraws of €400 on 26th October. I forgott that they allow only one transaction per day. Because of that they cancelled my withdraws, but they cancelled both... On 27th October they want me to verify my account. I have done that and on 28th my account was verified.
Also on 27th they took away €31 from my balance and told me in a mail that they took it away because of bonus terms (maximum withdraw amonut of €1.000). I was in live chat, but they always say the same things to me and after all i should write a mail to support. I have done that but they always send me the same mail (attached it).
So i was able to withdraw the amount of €769 (€400 + €369) but the €31 are still missing.

Disputed Casino BurningBet Casino

Reason Declined payment

Amount $769

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

uglykidjoe4455

• 9 reviews

4 years ago

Hello Burningbet, as you can see on the screenshot, the support did not explain why you take away the €31,- like you do that here with Point 3.6 from Bonus Terms.

Dear Askgamblers Team, you can close that complain. Thanks for your help.

BurningBet Casino

• Representative

4 years ago

Dear UGLYKIDJOE4455,

We have reviewed your complaint in detail.

2021-10-25 you received a welcome bonus of 100 EUR for your first deposit.
2021-10-26 you have successfully wagered the bonus you received and at the time of wagering the bonus you had 769 EUR in your bonus account and this amount was converted into real funds.

According to the terms and conditions of the welcome bonus paragraph:
3.6. In case of bonus wagering, the player has the opportunity to withdraw the amount that was at the time of bonus wagering, but not more than the maximum amount available for withdrawal according to this offer.

After that, you have continued playing the game and have applied for a withdrawal of 800EUR.
According to the conditions of the welcome bonus you could not withdraw more than 769EUR, it is the amount that was in your account at the moment of bonus wagering. In connection with this, the amount of 31EUR was deducted from your game account.

The financial department gave you detailed information about the maximum amount of withdrawal from the received bonus and the reason for writing off 31EUR.
Also, both your withdrawal requests of 400EUR and 369EUR were successfully processed by the financial department and the amounts were withdrawn to your bank account.

If you still have questions about this situation, we are happy to help you and provide information on each question in this complaint.

BurningBet Casino Complaint Stats

Resolved 6 / 6

Avg. Amount $3,663

Avg. Complaint Duration 18 days

Avg. Response Time 2 days

BurningBet Casino Complaint Summary

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

So far, 5 out of 5 complaints in this category have been resolved.

This operator's average complaint duration is 18 days, while the average duration across all operators is 8 days.

BurningBet Casino Complaints

See all complaints for this casino

Burningbet is being difficult

I have been trying to deal with this by my own, but now it is time to show people how shady the guys at Burningbet are. I won a lot betting at sports. Sounds great? Not if you cant withdraw it…

To start with they had a withdrawal limit on 4000kr (340 euro) each day. That is probably the lowest I have ever seen. I had over 200k in my account and started withdrawing. They used many days for each withdrawal (3-7 days). If that was not enough? They put a limit on 1 withdrawal per week!! So now I have 191k and need to make 48 withdrawals (48 weeks at best, but they dont accept them in 1 week everytime). It will probably take over 1 year to do that. Please help me.

Resolved

kr191,858

My request to close the account was ignored

Ladies and Gentlemen

I would like the deposits I made from 05/28/22 to be refunded because the account should have been closed from then on.

On 05/27/22 I asked for the account to be closed and then sent two more emails without receiving an answer. I am addicted to gambling and wanted to pull the emergency brake here, but the casino did not support me.

As a result, I lost another 670,00 €! Please ensure that I get this money back!

Kind regards

< full name removed >

Resolved

Issues with verification

Dear Askgamblers,

I have a problem with Burningbet casino. I have a problem with document verification. I sent them the TV and Internet bill, which they rejected. Then I sent them the bill from the personal insurance, which they also rejected. They sent me this message as an excuse. If I understand correctly, they want to tell me that I have several different accounts at their casino, which is not true. I have already contacted them several times and so far I have not received a reply from their side. Today is the fifth day they still haven't answered anything. I know that five days is not much, but considering that I have a very bad feeling about it, I contacted you. I will also attach the automated message I got from their casino and the emails I sent them. I would like to ask for your help.

Best regards,

Alen

Resolved

€2,000

They refused my withdraw

Hi,

First of all, sorry for my bad English. I hope you can understand me/my point.

I will copy paste the text that I sent to complaints(at)gaminglicences.com 5 months ago. That is the only email I could find that I think could have helped me. Like you can see, I gave them plenty of time to answer or solve my case, but I have got no answer.

"I have some problems with BurningBet and now I have decided that I need to send this case to you guys to get this thing resolved. I have been in contact with them many times, but I cant get this case going further with them. English is not my first language, so I hope you understand everything I say. Sorry about that.

Me:

< personal information removed >

Casino:

-BurningBet, operated by Altacore N.V. (License No 8048/JAZ2019-049)

The problem:

They claim that i had opened an second account to their website and that is the reason why they wont accept my withdraw worth of 400€.

My evidence:

(These have attachments included in this email, so please find them with the same number. If there is no attachment, you can check my claim from the logs provided to you by BurningBet and see that everything I have said in this email is 100% correct.)

1. Like I said they are claiming that I have opened a second account and that I have done it with using my bank codes. I opened my original account using username and password.

2. In these emails they are saying that the time for the second account creation was 2021-09-07 13:01:09 (attachment 2.1) and it was made by using bank codes (att 2.2).

3. Zimpler (att 3) is their provider for online bank services for Nordea bank (the bank that i use). I asked them about my recent logs history (att 3.1). And from this file (att 3.2) you can see that I did not use my bank codes to register an account at the time BurningBet is claiming. I did made a deposit of 30€ few minutes earlier (12:58:07) after i logged in using my username and password. In this file (att 3.3) you can see where I used my bank codes (burningbet.com). The only time i used my bank codes to login into BurningBet on that day was later in the evening, after i heard about this problem from their Customer Support, just to check what is going on.

My thoughts:

I think it's very clear that I have not opened a second account. As you can see from the files from Zimpler, I did open an account using bank codes to Stelario 1st of September and Altacore N.V also owns that casino. My guess is that opening that account has somehow messed up their systems. The problem become right the next time I logged into BurningBet, after creating the Stelario account with my bank codes. But that's just my guess. The main point I have is that I have not done anything wrong.

!!!!!!!!! Its also clear by looking the times that the different events have happened, that its impossible that i could create that 2nd account. The time for my deposit was earlier than the time when the account was created, so how could I make a deposit to an account that was not even created yet at that moment. !!!!!!!!!

Thank you so much and i hope you can help me to resolve this case once and for all.

Have a nice week!

< full name removed >

So yeah, that's it. It would be great if you can help me with this. I sent plenty of emails with them (BurningBet) at the time and talked in the chat, but they just didnt want to understand me and the points that make their claim impossible. In the end, they just stopped to answer me.

I have a history of working in an online casino (MGA) so I know what is allowed and what is not. Pretty much the stupidest thing you can do is to open a 2nd account. You will get caught 100%.

If you think my case is something you guys can help with, I will send you the attachments mentioned in my text if you want.

Thank you so much and have great day!

-Tomi

Resolved

Refuse to pay out Pragmatic Weekly Tournament Reward

Hello everyone,

I made a deposit on BurningBet casino 10.01.2022, it end up to be a very lucky deposit session that lasted for quite some days.
During the session, I happend to hit the max win(x5000) for the Pragmatic slot Magician's Secret, which also put me at the 9th place of the Pragmatic Weekly Tournament that was going on. The tournament ended on 19.01.2022 and since then I've been waiting for my reward of 1000euro.

I have contacted BurningBet support multiple times, they said my gaming session is beeing reviewed and it can takes up to 3-14days. It is listed in the casino T&C, so alright.
Since then I kept in touch with the support, asking them about the progress after few days, once a week and now here we are almost a month has past and I get the same reply everytime.
My session is still beeing reviewed? The Provider have not respond yet? I find it strange when they make it sounds like it's Pragmatic Play that need to check my gaming session and if Pragmatic don't respond so well no money for me, unlucky kappa.

Also I would like to mention, at this point BurningBet is breaching their own T&C, they ask for 3-14days for a session review and turn it in to a no-deadline thing.

At this point it's pointless for me to talk to the BurningBet support cause I already know the respond.
Please AskGambler Team, help me to solve this problem.

Thank in you in advance.

Resolved

€1,000