Casino closed my account and blames me in breaking terms and conditions. I not break any rules. They did not specify what my fault was.

The day before account closure girl from buff.bet called me via Skype. She asked me some questions about my bets, which was done more than month ago. Some of those bets I couldn't perfectly remember. She was very glad to hear some my mistakes, said "ok, I heard what I wanted to heard" and closed conversation. It was quite obvious that they already made their decision before the call and just wanted to get some motive.

My feeling is that they just don't want to pay me.

Dear Ivan, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. From the document you attached to this complaint, it seems that you’ve been accused of some type of fraudulent activity. The casino mentioned these two terms:

"9.7 We have a zero-tolerance policy towards inappropriate play and fraudulent activity. We will have the right to withhold or otherwise decline or reverse any pay-out or winning amount(s) or amend any policy in the event that we suspect you are abusing or attempting to abuse any of the following: (i) bonuses; (ii) palp errors; or (iii) specific policy or rules determined in respect of an existing game or a new game. It is clarified that we may determine that such an abuse has taken place also if your activity in our Online Casino/Sportsbook, by itself, is not abusive, but your activities in other Online Casino/Sportsbooks in addition to our Online Casino/Sportsbook, taken as a whole, constitute such abuse of our bonuses, promotions, policies or rules."

?7.8 you do not otherwise conduct criminal or unlawful activities and/or intend to utilize the Player Account in connection with such activities; you do not use or intend to use or intend to allow any other person to use the Online Casino/Sportsbook or the Player Account for any prohibited or unlawful activity, including but not limited to fraud or money laundering, under any applicable law, including without limitation the laws in your jurisdiction and the laws that apply to us;"

Is this the only explanation from the casino? If there is any other communication between you and the casino, please forward it to [email protected] (or you can post it here).

Also, did you accumulate your winnings by playing with a bonus, or your real money only?

Looking forward to hearing from you.

Best regards, 

Kristina

This is the only explanation they give me. I not used bonus. I have send e-mails from them via e-mail

Thank you very much Ivan for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Ivan,

I looked at your complaint and your communication with the casino’s support team you provided. I’m sorry to hear about your bad experience. I will try my best to resolve your case as soon as possible.

I would like to invite Buff.bet Casino into this conversation.

Dear Buff.bet Casino,

Can you please explain the reasoning behind your decision to close Ivan’s gaming account without a refund? In addition, please forward any relevant evidence proving your claims to my e-mail address [email protected].

My son Fedor never had account at buff.bet and never played using my account.

Thank you, BUFF.bet Casino, for providing the explanation. I would like to kindly ask you to provide us with relevant evidence proving your claims. You can forward the information to my e-mail address [email protected]. 

Hello team Guru,

Relevant information has been sent to your email address.

Kind regards.

Thank you, BUFF.bet Casino, for providing the necessary information.

Dear all,

This case is now being discussed internally. We will keep you posted on any further updates.

After a thorough review of the evidence provided by the casino we came to the following conclusion:

The player breached the T&Cs at another online casino, but there’s no evidence proving any breach of the T&Cs at BUFF.bet Casino.

If a casino believes a customer is risky, they have every right not to allow them to deposit and play. However, once a player is allowed to play and risk their own funds, they should also be allowed to win and withdraw as long as they played by the rules. Otherwise, the casino would be free-rolling to get the player’s money without any risk.

All in all, we believe that due to the fact that the player did not breach the T&Cs at this casino, he should be paid. Player’s past actions in other online casinos cannot be used as an excuse for not paying legitimate winnings.

Dear Ivan,

Since the casino refused to comply with our ruling, we are closing the complaint as ‘unresolved’. I am sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We would like to inform you that we are ready to review this case again so we are expecting the user to get in touch with us on our Support chat/email

Hello! Thank you for your response. You can contact Galaxy. bet via email [email protected]

Thank you all for the replies.

Dear Ivan,

I’m setting the timer for 7 days. Please make sure to let us know if any questions arise and keep us posted on any updates regarding the matter.

Dear Ivan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Summary of my recent communication with Galaxy:

Send all requested documents - 2023-04-26

Skype conversation - 2023-05-03

No feedback since that time..

Thank you, Ivan, for the update.

Dear Galaxy.bet Casino team,

May we request an update and the estimated timeframe for progress on this matter?

I’m setting the timer for seven days.

Dear Mr Shabalin, 

After a detailed analysis of the earlier situation concerning your gambling activity on the now defunct Buff.bet and taking into account our responsibility and the facts and evidence presented, Galaxy.bet has made a decision: 

1. Access to your account will be blocked without the right to reactivate it;

2. Based on the facts we got you will not be paid the expected amount. 

Thank you, Galaxy.bet Casino team, for the reply.

We’d like to kindly ask you to share with us further details regarding your decision to summarize your point of view, along with all relevant evidence that would substantiate your claims. The information can be forwarded to [email protected].

Thank you in advance. I’m setting the timer for seven days.

Our decision is based on multiple factors which taken as a whole constitute the user's activity as fraudulent.

1. After the additional investigation, it had been clarified that he had been developing professional software giving an advantage to various poker and blackjack games. 

2. He couldn't confirm the betting history of his second account. The betting activity from that second account is completely different than his usual betting pattern on Russian Poker. 

3. For some reason the user kept denying that he had been developing and using software aiding poker and blackjack users. 

4. His betting pattern is exclusively on Russian Poker. The game included in the software pack

Dear Galaxy.bet Casino team,

Thank you for the information. Due to the length of time that has passed since this case was investigated and the relevant evidence reviewed, we would like to re-review the circumstances of this case.

We’d like to kindly ask you to compile and provide all relevant evidence related to this issue. The information can be forwarded to [email protected]. Thank you in advance.

I’m setting the timer for seven days.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Our decision is based on multiple factors which taken as a whole constitute the user's activity as fraudulent.

1. After the additional investigation, it had been clarified that he had been developing professional software giving an advantage to various poker and blackjack games. 

2. He couldn't confirm the betting history of his second account. The betting activity from that second account is completely different than his usual betting pattern on Russian Poker. 

3. For some reason the user kept denying that he had been developing and using software aiding poker and blackjack users. 

4. His betting pattern is exclusively on Russian Poker. The game included in the software pack

Thank you, Galaxy.bet Casino team, for the reply and for providing additional evidence via e-mail.

Please note that I’ve replied to your message and am awaiting further information on the issue from your end.

I’m setting the timer for seven days.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Andrej,

The information has been sent to your email earlier in June.

Dear casino team,

I responded to that e-mail on June 26, 2023. Could you please check?

We are still not 100% clear on why you believe that the information that has been shared proves that Ivan’s gameplay or actions in another online casino should serve as grounds for voiding his winnings.

We are awaiting your response to the additional questions. If the e-mail hasn’t reached your inbox, please let me know.

I’m setting the timer for seven days.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

As we have not received any additional explanation as to why the casino team believes that the player’s actions in another online casino or his actions in Galaxy.bet Casino should serve as grounds for non-payout, we’re left with no option but to close this case as ‘Unresolved’ once again.

Ivan, I’m sorry we couldn’t be of more help.

If the casino provides the necessary information and/or reconsiders its decision, we’ll be ready to reopen this case.