Bodog Casino - Spillerens udbetaling på $108.000 er blevet forsinket.

I am filing this formal complaint against the Bodog Network (Aridis N.V.) regarding a severe technical safety failure and the obstruction of a massive withdrawal on their operational skin/mirror brand, Ozoon.

Because the parent network holds the ultimate licensing and operational liability, I am holding Aridis N.V. accountable here.

Between February 8 and February 14, 2026, I experienced the following documented failures on the network's platform:

Ignored Safety Request: On February 8, I submitted a formal safety inquiry and self-exclusion request to the operator. This safety trigger was entirely ignored, leaving my account open and fully accessible.

Manual $108,000 Decline: Concurrently with my safety request, I initiated a withdrawal of $108,000.00 CAD. Management manually intervened and declined this withdrawal without legitimate justification.

Predatory Retention Tactics: With my withdrawal blocked and my self-exclusion request ignored, the operator actively targeted me with VIP marketing and "Big Win" retention promos. Intentionally keeping the account open during a requested self-exclusion period resulted in a devastating financial loss of $97,182.32.

Agent Denial & Admitted Failure: Support Agent "Stefan" denied that the operator ever received the self-exclusion request, despite my possessing undeniable timestamped proof of the submission. Most importantly, Agent Stefan explicitly admitted on recorded audio that the platform's safety synchronization and self-exclusion protocols are "non-functional."

The Bodog network (Aridis N.V.) allowed a massive withdrawal to be manually obstructed while simultaneously admitting on audio that their network-wide safety syncs are broken. A formal investigation is currently open with the Tobique Gaming Commission, and reports have been filed with domestic financial authorities regarding their Canadian payment processor (BravaPay / Interac).

I am seeking a full investigation by AskGamblers into this systemic infrastructure failure and the immediate return of the funds lost during the ignored self-exclusion period.

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Stay safe.

Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues /vulnerable state? Please share the information with timestamps if available, to my email at tomas@casino.guru
• Could you please explain in more detail where the information regarding the timeline of events comes from?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@bodog.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Bodog.eu Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hi Tomas,

Thank you for the update and for opening this investigation. Regarding the status of the account and the evidence required, please see the details below:

Account Status and Evidence Preservation

The account remains technically accessible; however, I am strictly avoiding logging in to ensure the digital evidence remains exactly as it was at the time of the incident.

I have decided not to send a new self-exclusion request at this moment to avoid "overwriting" the initial failure from February 8th.

Because there is an active investigation with the Tobique Gaming Commission (TGC) and reports filed with Interac’s compliance division (BravaPay), it is critical to maintain the account in its current "failed safety" state as primary evidence of the breach.

Communication of Vulnerability and Systemic Failure I have attached the timestamped proof of the formal safety inquiry and self-exclusion request submitted on February 8, 2026. This request was entirely ignored by the operator.

Crucially, I am also providing a recording of a conversation with Support Agent "Stefan." In this audio, the agent explicitly admits that the network-wide safety synchronization and self-exclusion protocols are "non-functional."

This admission confirms a systemic infrastructure failure rather than an isolated error.

Timeline and Manual Intervention The timeline for this dispute is based on metadata from the following documented events:

February 8, 2026: Formal self-exclusion request submitted.

February 8, 2026: Concurrent initiation of a $108,000.00 CAD withdrawal, which was manually declined by management without legitimate justification.

February 8–14, 2026: Receipt of predatory VIP marketing and "Big Win" retention promotions despite the active safety trigger.

Resulting Loss: A financial loss of $97,182.32 occurred directly because the account was intentionally kept open and the withdrawal was obstructed.

Settlement Expectations I am seeking a full settlement of the $97,182.32 lost during the period the account should have been excluded. Please note the following constraints for any resolution:

I am committed to securing a full recovery and am prepared to see this process through for as long as is necessary.

Any settlement must be processed as a standard cash payout (EFT/Wire). I will not accept cryptocurrency as a form of settlement.

I look forward to your assessment of the "non-functional" safety protocols admitted by the agent and how this impacts the operator's standing.

Best regards,

Jon ****

Hi Tomas,

I am writing to provide a critical update regarding my active complaint against Ozoon.

The 7-day mandate issued to the operator by their licensing body (the Tobique Gaming Commission) officially expired today at 1:53 PM PST. Ozoon failed to provide restitution or demonstrate functional safety protocols within this window.

Because of this failure, the window for internal regulatory resolution has closed. I have officially escalated the evidentiary file—including the $108,000 manual obstruction logs and the audio admission of their "non-functional" safety systems.

Please be advised that this file is now under an active enforcement investigation by the British Columbia Gaming Policy Enforcement Branch (GPEB). Special Provincial Constable Steve Gregoris has been assigned to the case and is currently reviewing the operator's admitted infrastructure failures and unauthorized targeting of BC residents.

I remain committed to a full fiat cash settlement for the $97,182.32 in damages, but the situation has now expanded into a formal provincial law enforcement matter.

Given that Ozoon is now the subject of an active Canadian provincial investigation for financial obstruction and broken safety tools, please let me know how this impacts their Safety Index and standing on the Casino Guru platform moving forward.

Regards,

Jon ***

Thanks for the detailed explanation.

We can only ask the casino for a refund of lost funds if we can conclude that the casino ought to have protected you.

We believe that if you inform the casino of your gambling issues, they are obligated to protect you.

The inquiry about how the self-exclusion works, whether the casino claims to receive it or not, can't be considered conclusive evidence that the casino was obligated to act to protect you.

Please let me know if there is any other communication that would point to you seeking player protection due to loss of control or gambling issues, and forward this communication as evidence.

Please note that no audio was submitted for us to review. If you consider this a relevant proof of your efforts to seek player protection, please share it with me.

My email is tomas@casino.guru

Dear STAY_AWAY_FROM_OZOON,

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.

Hi Tomas,

Thank you for the extension. I submitted the audio recording and a detailed written response to your email (tomas@casino.guru) on March 6. Please confirm receipt.

To address your two points directly:

1. The audio: It has been sent. The recording is a call with the operator's own Financial Services representative, Stefan, who acknowledged a potential system or server issue that may explain why my February 8 request was never processed. I would appreciate your assessment once reviewed.

2. Whether my February 8 email triggers a protection obligation: I would direct you to the operator's own public Trustpilot response to my review, which is already in your file. Bodog Canada stated publicly:

"If you submitted a written request for immediate lockout/self-exclusion and the account remained active, that is a matter that should be formally reviewed at a senior compliance level. Self-exclusion and account restriction requests are typically processed according to documented procedures, and timing of receipt, processing queues, and confirmation steps are all logged internally."

The operator's own published position establishes that a written request creates an auditable obligation requiring senior compliance review. My February 8 email was exactly that — a written request regarding self-exclusion sent to the operator's service address. The account remained active. By their own stated standard, this should have triggered a formal review. It did not.

I look forward to your assessment.

Best regards,

Jon

Thanks for your patience.

I went over the information you sent, including the phone call audio file.

Sadly, we can only pursue a refund request if gambling issues were disclosed. The discussion you led with the specialist didn't reveal any such information, only speculation of what would have happened. I understand the casino might have assisted you differently based on any potential follow-up regarding your inquiry. However, we might not pursue the case just based on hypothetical outcomes. Cancellation of payouts and advertising to players also can't be considered as unfair behaviour.

Ultimately, we are unable to conclude that you should have been protected just based on your general inquiry about self-exclusion, whether it was received by the casino support or not. To be protected, you need to request a self-exclusion due to gambling issues. If the casino won't react to your requests, it's advisable to pursue other communication channels to achieve protection.

Please let me know whether the casino received any further self-exclusion requests from you and whether they were processed.

Hi Tomas,

Thank you for reviewing the audio and for your detailed response. I'd like to address several points directly, because I believe key evidence has been assessed against the wrong standard.

1. The audio recording is not about "gambling issues" — it's about infrastructure failure.The significance of the Stefan call is not that gambling problems were disclosed. It's that the operator's own Financial Services representative: (a) confirmed he could not locate my February 8 self-exclusion communication in their system, (b) speculated about a possible "system issue" or "server" failure to explain why it was never processed, and (c) confirmed that a manual account review occurred — the $108,000 withdrawal was reviewed and declined 91 minutes after the self-exclusion email was sent.This means the operator had active manual access to my account at the exact time the exclusion request should have been actioned, and still took no exclusion action. That is not a hypothetical outcome. That is a documented failure.

2. I believe there is a relevant standard the operator itself has published.The operator's public Trustpilot response — which is already in your file — states: "If you submitted a written request for immediate lockout/self-exclusion and the account remained active, that is a matter that should be formally reviewed at a senior compliance level."My February 8 email, with the subject line "Self exclusion," was a written communication about self-exclusion sent to the operator's service address. At an absolute minimum, it required a response. The operator provided none. By their own stated standard, this should have triggered a formal review. It did not.Even accepting your characterization that this was an "inquiry" rather than a formal request — the operator's obligation was to respond, clarify their process, and ensure the player was protected. They did none of those things. Instead, 91 minutes later, they manually declined a $108,000 withdrawal — confirming they were actively managing my account while ignoring the exclusion communication entirely.

3. To your question about further self-exclusion requests:Yes. After February 8, I attempted to contact the operator through every available channel. Every single @ozoon.eu email address — including privacy@, support@, management@, complaints@, and named compliance staff — returned 451 Mimecast relay errors. The operator's entire complaint and communication infrastructure was non-functional. I can provide the delivery failure receipts.This is directly relevant to your suggestion that I should have "pursued other communication channels to achieve protection." I tried. They were all broken.4. The financial harm is not hypothetical.After February 8, $23,000 was extracted from my bank accounts through the operator's payment processors (BravaPay, PremierPay, Fronterapay). VIP congratulatory marketing emails were sent to me during this period. On February 14, my account balance collapsed from $97,261.09 to $78.77. These are documented, verified transactions — not speculation about what might have happened.

I would respectfully ask that the complaint be assessed against the documented evidence chain rather than the narrow question of whether gambling issues were verbally disclosed during the Stefan call. The core issue is not what was said on the phone — it is what the operator did and failed to do on February 8, 2026.I'm happy to provide the 451 delivery failure receipts and any additional documentation you need.

Best regards,Jon

Hello STAY_AWAY_FROM_OZOON,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

Kindly share the follow-up requests that resulted in the errors, as well as the timeline of when you made further deposits in the casino.

My email is tomas@casino.guru

Looking forward to your reply.

Thanks Tomas. Two things:

Channel failures: After the self-exclusion email, I attempted every available @ozoon.eu channel. All five returned 451 "open relay" errors via Mimecast — complaints@, privacy@, support@, management@, and info@. Gmail generated over 20 delivery failure notifications across a two-week period. The complaints@ address — the channel the operator's own licensing body (TGC/DLAG) directed me to use — bounced for 10 consecutive days before final failure. The only working contact was financialservices@ozoon-mail.com, which is a completely different domain. I'll email the documentation to you directly.

Deposit timeline: My last deposit to the casino was February 6, 2026 — two days before the self-exclusion email on February 8. I made zero deposits after February 6, to any gambling operator, on any card. The $97,182.32 loss on February 14 was entirely from funds already on the platform. My credit card issuer confirmed this on a recorded call (March 9, 2026).

Hello STAY_AWAY_FROM_OZOON,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

I went through the communication; however, the contact information on the casino's website lists a different contact: contact@bodog.com in the contact us section of the casino. In our database support@bodog.com was recorded by our data team as valid last year.

Where did you find the contact information for the email addresses you used to attempt to contact the casino?

Dear STAY_AWAY_FROM_OZOON,

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.

Hi Tomas,

Thank you for the extension.

The email address I used was obtained from the operator's own correspondence and account communications at the time of sending. I understand the website now lists different contact information, but the delivery of my February 8 self-exclusion email is not in dispute — it was delivered in zero seconds with full DKIM, SPF, and DMARC authentication passing, confirming it was received by the operator's mail infrastructure.

More significantly, the operator demonstrably received and acted on the communication. Within 91 minutes of my self-exclusion email, a $108,000 withdrawal was declined — an action that required manual intervention on my account. The operator's own public response on Trustpilot (February 15, 2026) acknowledged that "if you submitted a written request for immediate lockout/self-exclusion and the account remained active, that is a matter that should be formally reviewed at a senior compliance level." They did not dispute receipt.

The question of which specific address appears on the website today is therefore secondary to the verified fact that the request was received and the account was actively managed in the same window.

I am happy to provide the DKIM authentication records and Trustpilot response as supporting documentation.

Jon *****

Thanks for your reply.

After careful consideration, we are unable to pursue a refund, since the criteria for our assistance in this matter weren't met.

We failed to conclude that the channels you decided to use when contacting the casino are associated with the casino's operations, while other channels were available to you.

I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.