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Bob - Withdrawal denied

Ruling

Resolved - The submitting complainant has informed us that they've managed to resolve their verification issue and have now been paid in full.

Read our Bob Casino Review.

Player's Complaint

On the 22nd of March 2020 i made a deposit into my bobcasino account using my 2nd bank account which i mainly use for savings.

To keep my story short: Because i deposited with different bankaccount than normal, i need to provide documents as proof that i am indeed the owner and nobody else.

I have requested withdrawal multiple times and they keep denying it, although all the documents that i have are provided already. Now they keep sending me mails that my withdrawal was cancelled with 2 reason: other, all documents are not provided.

Now i got a mail from one of the employee asking me how my funds exceed my source of income and i did explain it all while providing the documents.

I can't do much. All i want now is that they give me my funds and close my account. I never encountered such bad customerservice to be fair.

Nobody deserves to be treated that way. I have contact customer support more than 20x but i keep getting the standard answers that don't help me. It feels like they are not taking my case seriously.

Bobcasino kindly give me my funds and close my account!

Read the casino review

5 Responses

ThePOGG
March 24, 2020

Hi mr-stoned00 - welcome to ThePOGG.com!

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Before we go any further, the operator are conducting what is called a 'Source of Wealth' check. This is an anti-fraud procedure to ensure that the funds that were used in your account actually belong to you. So can you tell us where the funds in that bank account came from?

Thanks,

ThePOGG

Mr.Stoned00
March 25, 2020

I have 2 bank accounts which I use. The secondary bank account I used to make the deposit were mainly use as my saving account. I even provided them screenshot showing were all the money came from.

I don't have anything to hide, but is like they are trying to play games with me, although they know very well that i have provided them with all what they need.

All I wish is to receive my money and I will close my account personally!

Thanks for your understanding!

ThePOGG
March 27, 2020

Hi Mr.Stoned00,

A Source of Wealth check requires more than simply a screen shot of the bank account used to make the payment. It is engaged to establish where the funds that were deposited were generated.

So did these funds come from the sale of an asset? Inheritance? Employment? You need to show how the funds came to be in your possession. Can you do that?

Thanks,

ThePOGG

Mr.Stoned00
March 27, 2020

Hi POGG,

Finally I have received my funds. As I said earlier all the required documents have been provided to the casino, but they didn't take their time to check it well I guess.

They asked for bank statement, which I provided to them for all my 2 bank accounts that I used. I also had to provide them a selfie holding paper with the words: Hi + Casino name + actual date.

To summarize all: I got my money back and maybe thanks to you guys.

ThePOGG
March 31, 2020

Hi Mr.Stoned00,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

Mr.Stoned00 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Bob
  • Curacao eGaming
  • Direx N.V.

March 24, 2020