Casino 999 - Os ganhos do jogador foram anulados.

(Wrote a similar post on their trustpilot page, so some of this text becomes a bit copy paste - The message is still completely real, however)

My friend and I chose to put 500 kroner into Casino999 in total, and participate in their welcome bonus, which due to the bonus, got us up to double, which meant we had 1000 kroner in initial deposit.

We both knew about the "bonus hunt" concept, which we have seen a lot of on Twitch, among other things. and wanted to try it myself.

Therefore, we started with 2 kroner spins on various machines, and were relatively lucky to get the bonuses quickly. The result was that we probably had 14 bonuses that we needed to open when we had managed to play all 1000 kroner and the balance stood at 0.

We started the opening and it went pretty wild. We were incredibly lucky with the winnings, which after just 3-4 bonuses got us up to 2000 kroner plus. The mood was fine. With the remaining 10 bonuses, we ended up with 7000 in total, which is a considerable amount for non-rich people.

All in all, with a little extra gambling, we ended up with 5,000 kroner in total, which was also the amount we ended up wanting to withdraw.

They then request various documents, such as photo identity, proof of address, a picture of both sides of your credit card with which you paid, etc.

- Fair enough, they get that.

After that, they ask for another payment of 100 kroner, so that they can confirm the credit card to which they have to send the money.

Later on the same day as we send the 100 kroner, we receive an email in which they write that due to "Cheat and rigged games" they have canceled the payment, kept the 5100 kroner, and permanently banned our account.

- Cool, what about the DKK 600 we put in????

After threatening with a police report and the gaming authorities, we can now, as a sign of "goodwill" (casino999's words), get the 600 kroner we deposited back again. However, this means that we still lack our 4,500 NOK, which we had actually won, but yes... We will probably never get that money.

- Can never recommend this casino. They make up their own excuses that aren't even in the rules.

Can also see on their Trustpilot that many other Danes have had the same experience.. It is a mystery to me how such a casino can still be allowed to retain its Danish gambling license.

(Har skrevet et lignende opslag på deres trustpilot-side, så noget af denne tekst bliver lidt copy paste - Budskabet er dog stadig helt reelt)

Min ven og jeg valgte at lægge 500 kroner ind på Casino999 samlet, og deltage i deres velkomstbonus hvilket grundet bonussen, fik os op på det dobbelte, hvilket betød vi havde 1000 kroner i startindskud.

Vi kendte begge til konceptet "bonus hunt" som vi har set meget til på Twitch bla. og ville selv prøve det.

Derfor gik vi i gang med 2 kroner spins på diverse maskiner, og var relative heldige med at få bonusserne hurtigt. Det resulterede i at vi nok havde 14 bonusser, vi manglede at åbne, når vi havde nået at spille alle 1000 kroner op og balancen stod i 0.

Vi gik i gang med åbningen, og det gik ret vildt for sig. Vi var utrolig heldige med gevinsterne, som bare efter 3-4 bonusser fik os op på 2000 kroner plus. Stemningen var sgu i orden. Med de resterende 10 bonusser endte vi på 7000 i alt, hvilket jo er betydelig genvist for ikke-rige mennesker.

Alt i alt med lidt ekstra spil, endte vi på 5000 kroner samlet, som også var det beløb vi endte med at ville trække ud.

De efterspørger så diverse dokumenter, såsom billedidentitet, bevis for adresse, billede af begge sider af ens kreditkort som man indbetalte med mm.

- Fair nok, det får de så.

Efter det beder de om endnu en betaling på 100 kroner, således de kan bekræfte kreditkortet, som de skal sende pengene til.

Senere samme dag som vi sender de 100 kroner, modtager vi en mail, hvor de skriver at grundet "Cheat og rigged games" har de annulleret udbetalingen, beholdt de 5100 kroner, og permenent banned vores account.

- Fedt, hvad med de 600 kr. vi lagde ind????

Efter at have truet med en politianmeldelse og spillemyndighederne, kan vi nu som et tegn om "goodwill" (casino999's ord) få de 600 kroner vi lagde ind, tilbage igen. Det vil dog sige at vi stadig mangler vores 4500,- som vi faktisk havde vundet, men ja.. De penge får vi nok aldrig.

- Kan aldrig anbefale dette skodcasino. De finder på deres egne undskyldninger, som ikke engang står i reglerne.

Kan derudover se på deres Trustpilot, at mange andre danskere har haft samme oplevelse.. Er mig en gåde hvordan sådan et casino fortsat kan få lov at bibeholde sin danske spillelicens.

Hello erolighed,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino 999. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account was verified before? Did you and your friend played from the same IP the same games?

Please note that bonus hunting is not allowed in casino and I even wonder the casino refunded any money to you as you basically breached the casino terms.

Looking forward to your answer.

Regards,

Nick

Hej Nick,

Tak for dit hurtige svar.

Vi spillede ikke fra samme IP-adresse nej.

Er dog lidt uforstående overfor hvad vi har gjort galt.

Bonusjagt er en jo kæmpe del af underholdningsbranchen på bla. twitch, så gør disse spillere også noget ulovligt?

Det er jo ikke fordi vi får en fordel over casinoet ved udsætte spillene.

- Det er vel de helt samme seeds / spil vi havde fået, hvis vi havde spillet dem 1 ad gangen?

Om ikke andet kommer grunden og den første mail vi modtog fra dem.

Tak for din tid og hjælp.

"

We would like to inform you that your withdrawal request has been canceled due to violations of our rules, namely, point 9.2 of the General Terms and Conditions (The Company also does not tolerate players who cheat and players who take part in rigged games. Should We reasonably suspect that cheating or game rigging has taken place, We reserve the right to annul any game We suspect has been undertaken through or with the involvement of such activity.) and point 4.12 in the General Bonus Terms (The Company reserves the right to review all records and gameplay transactions from time to time. In the event that the Company may suspect or detect any bonus abuse, irregular play, or any other prohibited activities as outlined in the General Terms & Conditions, the Company may disqualify said player from benefiting from any running or upcoming promotion or bonus offer and withhold withdrawals and/or confiscate winnings and/or close that player’s Account.)

Due to the above-mentioned statements of our Terms and Conditions, your withdrawal request has been canceled, and the winnings obtained by unfair means have been confiscated (in the amount of 5000,8 DKK).

Also, note that your account has been blocked permanently.

"

Hello erolighed,

Can you please advise if the casino specified which term did you breach?

To make my previous post more clear - bonus hunting is accepted but there are rules which if you breach it is not allowed anymore - like creating multiple accounts, delaying spins, cooperative game play or other unfair rules.

Hello again,

Thanks again for your time.

The violated rules are in my last post, where you can see the entire message we were sent after the attempt to withdraw the money. It's down at the bottom.

It just seems crazy that we are accused of being "cheats" and "manipulators" when in reality we just keep within the framework of what the website offers. It's not often you win 1000x your money back on a deposit, and it's therefore outrageous that it should be the website we were so lucky on... Honestly, I feel it should be illegal, since postponing the opening of the game is not gives one any advantage. After all, we could have played on all the same machines 1 at a time and got the same "seeds" and earned exactly the same.

It is also our first account on their site..

Mvh Emil R***********

Hej igen,

Endnu en gang tak for din tid.

De overtrådte regler står i mit seneste indlæg, hvor du kan se hele beskeden vi fik tilsendt efter forsøget på at trække pengene ud. Det står nede i bunden.

Synes bare det vanvittigt at vi bliver antastet som "snydere" og "manipulatorer" når vi i virkeligheden bare holder os indenfor rammerne af hvad hjemmesiden tilbyder. Det er sgu ikke tit man vinder 1000x sine penge tilbage på et indskud, og det er derfor drønærligt at det netop skulle være den hjemmeside vi var så heldige på... Føler ærlig talt det burde være ulovligt, da det at udskyde spilåbningen jo ikke giver en nogen som helst fordel. Vi kunne jo have spillet på alle de samme maskiner 1 ad gangen og fået de samme "seeds" og tjent det helt samme.

Det er desuden vores første konto på deres site..

Mvh Emil R*********

Dear erolighed,

We will require more information from the casino as we currently do not know which terms did you breach. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Nick,

I really appreciate your help, and of course hope we managed to get our money back.

Thank you very much,

Take care,

Sincerely

Hej Nick,

Jeg sætter stor pris på jeres hjælp, og håber selvfølgelig det lykkedes at få vores penge tilbage.

Tusind tak,

Hav det godt,

Mvh

Hi erolighed,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Casino 999 to the conversation to participate in the resolution of this complaint.

Hi Peter,

I really appreciate what you do here.

Regardless of whether it was successful or not, it's nice to know you're not completely alone in such a shitty matter..

And I would very much like to join the conversation. By telephone as well as in writing - you just say 🙂

Etc. Emil

Hej Peter,

Jeg sætter stor pris på det i gør her.

Lige meget om det lykkedes eller ej, er det rart at vide man ikke er helt alene om sådan en lortesag..

Og jeg vil meget gerne deltage i samtalen. Telefonisk såvel som skriftligt - I siger bare til 🙂

Mvh Emil

Thank you very much Emil,

We need a statement from the casino first to make some progress.

All right, and I'm the one to thank.

Eagerly waiting for a response from them, but highly doubt there will be one 😀

Great weekend

Helt i orden, og det er mig der takker.

Venter spændt på et svar fra dem, men tvivler stærkt på at der kommer et 😀

Rigtig god weekend

Greetings all,

As we explained to the user earlier, the reason for our actions is engaging in bonus abuse, which was expressed in the form of Delaying the playing of a Game round until the Wagering Requirement for that Bonus has been met.The Company also does not tolerate players who cheat and players who take part in rigged games. Should We reasonably suspect that cheating or game rigging has taken place, We reserve the right to annul any game We suspect has been undertaken through or with the involvement of such activity) and section 9 in the General Bonus Terms (The Company reserves the right to review all records and gameplay transactions from time to time. In the event that the Company may suspect or detect any bonus abuse, irregular play, or any other prohibited activities as outlined in the General Terms & Conditions, the Company may disqualify said player from benefiting from any running or upcoming promotion or bonus offer and withhold withdrawals and/or confiscate winnings and/or close that player’s Account.) 

When playing with an active bonus player received bonus rounds and used them after the bonus was closed.

If user had used them as soon as he received them (with an active bonus), the winnings from them would have added to his bonus balance and he would have had to wager the winnings from that bonus.

Instead, he used the bonus rounds AFTER the bonus had closed, which led winnings to his real balance (and he didn't have to wager them).

Such actions, whether intentional or unintentional, fall under prohibited actions in order to circumvent the requirements for bonus wagering.

Base on the abovementioned, we were forced to confiscate all player's entire winnings.

We have already stated our position in emails and are ready to repeat the position.

We will return to user the amount of deposits made to our casino in the amount of 600 DKK, unblock the account so he could withdraw them, and then block the account again.

Best regards,

Casino999 Team

Dear Emil,

Delaying rounds while playing with a bonus is restricted in most if not all casinos. The reason why is that this is a strategy that gives players an unfair advantage. If you used this strategy, I'm afraid, there's nothing we can do to help you.

Dear Casino999 Team,

Thank you for your reply. Could you please forward the player's game history (with the forbidden gameplay) to my email address (peter.m@casino.guru)?

Greetings Peter,

The requested data has been sent via email.

Best regards,

Casino999 Team

Thank you Casino999 Team for the evidence and explanation.

Dear Emil, based on the evidence provided, I'm afraid, there's nothing I can do to help you with this case. As stated above, this type of strategy - delaying rounds when playing with a bonus is forbidden in most casinos. The reason why is that a player can actually gain an unfair advantage over the casino. Your complaint will be rejected. If you disagree with our decision, please turn to the Danish Gaming Authority (https://www.spillemyndigheden.dk/kontakt). I wish I could be of more help. Thank you for using the Casino Guru complaint resolution center. 

Best regards,

Peter