Casino Empire - A conta do jogador foi bloqueada.

Hello, I used and implemented the welcome bonus in the casino and also paid out. Then receive a 300% bonus and implement it. This resulted in a payout of € 10,730. 5000 € / week can be paid out. You then simply denied access to my account (no log-in possible). Support says my withdrawal was canceled because there was an error in the game. Total fraud. Curacao Casino last rubbish. Never again.

Hallo, habe in dem Casino den Willkommensbonus genutzt und umgesetzt und auch ausgezahlt. Danach einen 300% Bonus erhalten und den auch umgesetzt. Daraus ergab sich eine Auszahlung von 10730€. 5000€/Woche kann man auszahlen. Sie haben dann einfach mein Konto Zugriff verweigert(kein Log In Möglich). Der Support sagt, meine Auszahlung wurde storniert weil es einen Fehler im Spiel gab. Totaler Betrug. Curacao Casino letzter Müll. Nie wieder.

Dear Sabrina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward any relevant communication and supporting evidence to petronela.k@casino.guru?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, I sent you screenshots of the live chat, the email and the payout amount. I hope this helps you. With best regards

Hallo, habe Ihnen Screenshots vom Live Chat, der Email und dem Auszahlungsbetrag gesendet. Ich hoffe das hilft Ihnen weiter. Mit freundlichen Grüßen

Hello, I sent you screenshots of the live chat, the email and the payout amount. I hope this helps you. With best regards

Hallo, habe Ihnen Screenshots vom Live Chat, der Email und dem Auszahlungsbetrag gesendet. Ich hoffe das hilft Ihnen weiter. Mit freundlichen Grüßen

Thank you very much, Sabrina, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Sabrina.

Because we don't know what happened, I would like to invite the casino representative into the case.

Maybe he/she can explain better what exactly happened and why.

That was the answer the casino left with another complaints center:

After we completed integration with Playson and Microgaming there was a tech issue with some of the games from Playson - players could make bets with 0 balance on their account. Players are well aware that it's against all the T&C and that it was a tech issue.

But he continued playing and the winnings that he made with those "free" bets were canceled by us since they were not legit. So, nobody was trying to cheat him or smth.

Hope this helps.

So and now they should prove to me that Microgaming / Playson really had a malfunction. Because if that is the case, anyone can come and say there was a mistake and all winnings will be canceled. Where is my player protection? I enter into a contract with the casino and the machines should be running! And if he can't provide that, it's not my problem. I also never played with a € 0 balance. I saw my wager and the balance all the time, as it can be seen on this casino site. I had a 1500x at Bonanza for 5 € and simply dared to do that. I never had my balance on 0 !! And now I ask myself what can be done about such a fraud ??? Please help me . The win was compliant and the casino does not want to pay it out.

Kind regards

Das war die Antwort , die das Casino bei einer anderen Beschwerdestelle hinterlassen hat :

After we completed integration with Playson and Microgaming there was a tech issue with some of the games from Playson - players could make bets with 0 balance on their account. Players are well aware that it's against all the T&C and that it was a tech issue. 

But he continued playing and the winnings that he made with those "free" bets were canceled by us since they were not legit. So, nobody was trying to cheat him or smth.

Hope this helps. 

So und nun sollen die mir mal beweisen, das Microgaming / Playson wirklich eine Fehlfunktion hatten. Denn wenn das so ist , kann ja jeder kommen und sagen es lag ein Fehler vor und alle Gewinne werden annulliert. Wo ist denn da mein Spielerschutz. Ich gehe mit dem Casino einen Vertrag ein, dabei sollten die „Automaten laufen „! Und wenn er das nicht zur Verfügung stellen kann, ist es doch nicht mein Problem. Außerdem habe ich nie mit 0€ Balance gespielt. Mein Wager und die Balance habe ich ständig gesehen, da es bei dieser Casino Seite zu sehen ist. Ich hatte einen 1500x bei Bonanza auf 5€ und das einfach gewagert . Nie hatte ich meine Balance auf 0!!!! Und nun frage ich mich was man gegen so einen Betrug tun kann??? Bitte helfen sie mir . Der Gewinn war regelkonform und das Casino will es nicht auszahlen.

mfg

Hello, the casino would now like to pay me 1500 € of the winnings, because I can only withdraw 10x my deposit there. I have confirmed this. I hope the money ends up in my account. If this is done, I will write a statement here again. Sincerely, Sabrina ****

Hallo, das Casino möchte mir nun 1500€ vom Gewinn auszahlen, da ich nur 10x meiner Einzahlung dort auszahlen kann. Ich habe dies bestätigt. Ich hoffe das Geld landet dann auch auf meinem Konto. Ist dies geschehen werde ich hier nochmal eine Stellungnahme schreiben. Mit freundlichen Grüßen Sabrina ****

Hello Sabrina.

In case that player make a bet where there is no chance of losing (as they mentioned, bets, where money was not used,) the casino have right to void such bets, however, if you played with a €5 bets, then you had a chance of losing. The casino should honour the bets and pay the winnings.

Regarding the €1500 cap.

The casino probably used this rule:

8.3.1 If a player's accumulated life time deposit is not greater than 200 €/£/$, then the player will be allowed to withdraw only up to x10 his last deposit up to maximum of 2000 €/£/$. (Any excess amount will be forfeit)

Could you please confirm that your lifetime deposits were under €200?

BTW: This rule also applies to real money play, which is why we consider it a predatory.

Hello, I have made deposits of € 150 at this casino so far. It was only my second deposit there. Is it compliant to pay me only 1500 € or can I insist on the entire sum of 10730 €? Sincerely, S.

Hallo, ich hatte bisher Einzahlungen in Höhe von 150€ getätigt in diesem Casino. Es war erst meine zweite Einzahlung dort. Ist es regelkonform mir nur 1500€ auszuzahlen oder kann ich auf die gesamte Summe von 10730€ bestehen ? Mit freundlichen Grüßen S.

Unfortunatelly, yes. Commonly, casinos limit their promotions. So we consider it as fair because you won with an active bonus.

However, the rule itself is not written well and could also be applied against players who play only with their own money (and in such cases it is predatory)

Hi there,

ok then I'll get the deal with the € 1500, there are really bad bonus conditions in the casino and everyone should read them right there before depositing money there. I will avoid the casino from now on and only play MGA casinos. Thanks for your help. I wish you a happy new year 2021! Sincerely, S.

Hallo,

ok dann geh ich den Deal ein mit den 1500€ , sind echt schlechte Bonusbedingungen in dem Casino und jeder sollte sie genau dort durchlesen bevor er dort Geld einzahlt. Ich werde das Casino meiden ab sofort und nur noch MGA Casinos bespielen. Danke für Ihre Hilfe. Ich wünsche einen guten Rutsch ins Jahr 2021! Mit freundlichen Grüßen S.

Please always check the rating of the casino, before you make a deposit there. For example, Casino Empire has a bad rating from us.

We will close the complaint when you confirm that the casino paid you.

Hello, the money came from the casino today. Many thanks for the help.

Hallo, das Geld kam heute vom Casino. Vielen Dank für die Hilfe.

I am glad to hear that Sabrina. I wish you good luck in the future.

Thank you for using the Casino Guru complaint resolution center.

I will now mark your complaint as 'resolved' in our system.