Barz Casino - プレイヤーのアカウントは閉鎖され、賞金は没収されました。

Hello CasinoGuru

I created an account at Barz around 3 weeks ago and made an deposit of 1 000 NOK. I got a welcome bonus and after playing for a while I had a balance of 15 772 NOK and my bonus was fully wagered. A few days later I made a withdrawal request. I can't remember of how much exactly but on the 28th of August I received this email from Barz:

Dear Joakim,

Your account has been found to be in breach of condition 4 of our Promotional Terms and Conditions:

4. Qualification

Only one promotion can be awarded per UK account per UK player, meaning one per family, home address, IP address, email address, phone number, credit or debit card and/or electronic payment account, or shared computer (e.g. school, public library or workplace). If you are found to be in breach of the terms, all winnings will be confiscated.

Therefore, your withdrawal has been cancelled, your winnings have been confiscated and your deposit of NOK 1000.00 has been returned to your gaming account.

Kind regards

Accounts Team

Not sure what is meant by "UK", I am from Norway. I checked with my family members and no one has made an account at Barz before and I bought my computer new so no one has used that before either. Can you please help me sort this out?

Dear MCDude2003,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Barz Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you completed account verification in the casino successfully?
• Is your casino account accessible? Can you log in?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

• I was never asked to complete any account verification.

• Yes I can still login to my account, but my winnings has been removed

Thank you very much, MCDude2003, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear MCDude2003, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Barz Casino representative to join this conversation. 

Dear Barz Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hello MCDude2003,

Thank you for your feedback.

Please note that we have escalated your dispute to our Complaints Team, who will be in direct contact with you in this respect. For information pertaining to our Complaints and Disputes Procedure, please see clause 21 of our terms and conditions https://www.barz.com/en/terms#complaintsanddisputes

@Casino Guru, following the outcome of the internal dispute; in the event that the customer remains dissatisfied with the resolve, he is welcome to reach out to the ADR provider as outlined in clause 21 of our terms and conditions.

Dear Barz Casino,

thanks for your message.

Dear MCDude2003, 

in accordance with the casino's request, you are required to submit your complaint through their official channel. Kindly refer to the instructions outlined in their Terms and Conditions, specifically in section 21. Please inform us once you have completed this process.

I've started an internal dispute/complaint with the Barz team through their support. Waiting for their respons, I'll let you know once I get a reply from them

Thank you

Dear MCDude2003, 

have you received a reply from the support, please?

Hello again,

I've now received the respons from Barz. I'll copy and paste the email below for you to read:

Complaints Team (Barz)

10. okt. 2024, 11:20 a.m. UTC

Dear Mr. L*********

Following a review, we confirm that your account was indeed found to be in breach of Clause 4 of our Promotional Terms and Conditions which state: https://www.barz.com/en/promotions/terms

‘Only one promotion is awarded per account per player meaning one per family, household address, IP address, email address, telephone number, credit or debit card and/or e-payment account, or shared computer (e.g. school, public library or workplace). If you are found to be in breach of this clause, all winnings will be confiscated.’

Based on the above and in referencing the email dated 28 August 2024, we note that winnings accrued were confiscated and the deposit of 1,000.00 NOK was returned to your gaming account, which is available for you to withdraw, should you so prefer.

Further to this, we confirm that a bonus ban has been imposed; this bonus ban extends to all casinos within our network and prohibits any further bonuses or free offers being extended to yourself. A list of casinos within our network can be viewed on this link:  https://authorisation.mga.org.mt/verification.aspx?lang=EN&company=633683dc-daea-49e5-9a7e-da843d38e7de&details=1

Please also note that you are also no longer permitted to open any further accounts on the network. We draw your attention to Clause 3 of our Promotional Terms state: "We reserve the right in our sole discretion to deny you from all future promotions. Once you have been informed that you are no longer eligible for promotions, and should you take up any promotion, all winnings from that promotion will be confiscated."

Your account however remains fully operational, with the exception of bonuses as well as further registrations on the network.

The decision taken in this respect, remains unchanged.

Dear MCDude2003, 

thank you very much for the update.

I am sorry for the outcome of your complaint.

In light of the current circumstances, I strongly advise that you reach out to the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) to submit a formal complaint. The Malta Gaming Authority is a reputable licensing body that offers a range of resources and support for players. Should you require any assistance with the complaint submission process, please do not hesitate to contact me at katarina.d@casino.guru. Please notify us once you submit your complaint to MGA.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

@Casino Guru

In our response to the customer, we provided details of our ADR provider, eCOGRA.

eCOGRA is an impartial mediation service that specialises in the field of online gambling disputes and is approved by the Malta Gaming Authority. Details of their service is available at: https://ecogra.org/forms/adr-dispute-step-1   . This information is also available in our of our terms and conditions https://www.barz.com/en/terms#complaintsanddisputes

Dear MCDude2003,

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.

I created a ecogra complaint on the 14/10 as per the response from Barz. Waiting for them to check the case now but it does say it will take up to 90 days. Should I also make a complaint directly at MGA? I am a bit confused if that is better or what options I have.

I will make sure to update you once I receive a respons from ecogra

Dear MCDude2003,

thank you for the update.

Regrettably, a processing time of 90 days for complaints is standard for eCogra. While I understand that this may seem lengthy, it is important to recognize that the volume of complaints they handle daily limits their ability to expedite the process.

However, you are more than welcome to submit a complaint at the MGA at the same time. I also recommend reading our article explaining how to submit a complaint to a regulator: https://casino.guru/submitting-complaints-to-regulators.

Update from eCOGRA

This is to inform you that we have received the initial submission of evidence from both parties and can declare that we have a ‘Complete Case File’ for your dispute. eCOGRA will make every effort to conclude the dispute resolution process as quickly as possible however, please note that the process may take up to ninety days.

Best regards,

eCOGRA

Dear MCDude2003,

thank you for the update.

We will be now closing the complaint as unresolved until you get an answer the licensing authorities so please if you do, let us know as soon as possible.

Wish you best luck.

Regards,

Katarina