Casino Orca - A conta do jogador foi encerrada.

Today, April 25, 2024, I won a tournament from the provider FAZI, in 4th place.

When I requested the withdrawal of the amount of the tournament and my balance that was already in the casino, after about 30 minutes, my account was closed and I received this email saying that my account had been closed.

I would like to hear from the casino why they closed my account and canceled my winnings since the money I won came from the tournament and there was no bonus balance in my account.

Hoje dia 25/04/2024 ganhei um torneio da provedora FAZI, fiquei em 4°colocado.

Ao solicitar o saque do valor do torneio e do meu saldo que já estava no cassino, após mais ou menos 30 minutos, minha conta foi encerrada e eu recebi esse e-mail dizendo que minha conta tinha sido encerrada.

Quero uma tratativa do casino para terem encerrado minha conta e cancelado meus ganhos já que o dinheiro ganho é proveniente do torneio e não tinha nenhum saldo bônus em minha conta.

Dear Luanhorto,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Has the casino provided any specific reason for why your account was closed?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Good evening.

About the withdrawal - No, although I've had an account at this casino for a long time, I've never played there before

About KYC - yes, all my data and documents were verified and the account was verified.

About the bonus- on my first deposit I accepted the 100% first deposit bonus with no rollover but I didn't get any winnings from it and lost all my balance, the next day I made a smaller deposit of 60BRL where I got my winnings and 4th place in the FAZI tournament, totaling 1518BRL, with no active bonus, when I requested the withdrawal of 1510BRL, my account was closed and the funds confiscated according to the email I posted here.

Regarding the closure - No, although I contacted them via chat several times and sent two emails to the casino's email address, I didn't hear back from them about the reasons for canceling my account and the confiscated balance.

Boa noite.

Sobre a retirada- Não, apesar de ter conta nesse casino a um bom tempo, nunca havia jogado nele

Sobre o KYC- sim, todos meus dados e documentos foram verificados e a conta estava verificada

Sobre o bônus- em meu primeiro deposito aceitei o bônus de primeiro deposito 100% sem rollover mas não obtive ganhos com ele e perdi todo meu saldo, no outro dia fiz um depósito menor de 60BRL onde consegui meus ganhos e a 4° colocação no torneio da FAZI, somando 1518BRL, sem nenhum bonus ativo, quando solicitei o saque de 1510BRL, minha conta foi encerrada e os fundos confiscados conforme o e-mail que postei aqui

Sobre o encerramento- Não, apesar de eu entrar em contato via chat várias vezes e enviar dois e-mails para o e-mail do casino , não obtive nenhum retorno sobre os motivos do cancelamento da minha conta e o saldo confiscado

It's been 5 days and orca casino still hasn't answered my e-mail, and the chat attendants are doing nothing.

Would it be possible to invite a representative of FAZI COMPANY so that orca casino can explain why they don't pay players who win their tournaments, I think it would be feasible for the slots provider to know what is going on, thank you.

Já se passaram 5 dias e o cassino orca ainda não respondeu meu e-mail, e os atendentes do chat não fazem nada.

Seria possível convidar algum representante da FAZI COMPANY para que o cassino orca explique o motivo para eles não pagarem os jogadores que vencem seus torneios, acho que seria viável que o provedor dos slots saiba do que está acontecendo, obrigado.

Dear Luanhorto, have you received any other communication from the casino after your account was closed — such as an automated email, explanation, or follow-up?

Did you use the same payment method for both deposits and is it registered in your name?

Could you also confirm if you used a VPN, proxy, or any third-party tool while playing, which might have violated their terms (even unintentionally)?

I haven't received a reply to the email I sent to the casino in 7 days.

The only email I've received from them is this one, informing me that my account has been closed

Yes, I made both deposits via pix from the same bank account that I own.

I don't use any vpn.

Estou a 7 dias sem receber a resposta do e-mail que enviei ao casino.

O único email que recebi deles foi esse, com a informação que minha conta foi encerrada

Sim, realizei os dois depósitos via pix da mesma conta bancária com minha titularidade.

Não utilizo nenhuma vpn.

Thank you very much, Luanhorto, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, Luanhorto,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Orca Team,

Could you please explain the player's situation in more detail? Why has the user's account been closed and winnings/balance confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence and applied rules?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hi Branislav, I've sent all the prints and photos I have here to your e-mail address. I'm waiting for a reply from the casino, as none of my e-mails have been returned.

Olá Branislav, enviei no seu e-mail todos os prints e fotos que tenho aqui comigo, aguardo resposta do casino, pois não retornaram nenhum dos meus e-mails

Yes, I received your email. Thank you.

Let's wait for the casino's response and clarification.

Hi there,

Please note, players account was terminated according to section 6.3. from General T&C player applied once registering with us. Upon request relevant proof will be send to Casino.guru Team.

6.3 You are allowed to have only one account. If you attempt to open more than one account, all your accounts may be blocked or closed. You are not allowed to sell, transfer or acquire an account with us from any other user. In addition if there is any kind of connection between player account with other accounts registered Casino Orca. We reserve the right to close any accounts that are traced to the same address, IP address or computer or are suspected of having been transferred between users and freeze any winnings on those accounts. To avoid doubt, a group of players shall be considered 2 or more players linked together based on device information, betting behavior, gameplay history, IP address, and/or personal details. If we have deposited any bonuses, winnings or other funds into an account, we reserve the right to remove such funds at any time.

CasinoOrca Team

I'm waiting for the analysis, I don't have any other accounts.

Aguardo a análise, não possuo nenhuma outra conta.

Greetings all,

Dear Casino Orca Team,

Unfortunately, I have not received anything further from you outside the thread so far.

Can you please check whether the requested supporting evidence has already been sent to my email, and if so, when exactly? I requested it in my first post above.

Or, can you inform us how the casino expects it to be if it was not done correctly?

Thank you. Looking forward to hearing from you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

No proof yet?

Nenhuma prova ainda ?

Hi Branislav,

Please note email with proof is sent to your email.

CasinoOrca Team

14 days to come here on the forum and say that the proof will be sent? If you closed my account instantly after the withdrawal request, shouldn't you have had the proof in hand?

How hard is it to prove that you're right and I'm wrong?

14 dias para vir aqui no fórum dizer que a prova será enviada ? Se encerraram minha conta instantaneamente após a solicitação de saque, já não era para vocês terem a prova em mãos ?

Qual a dificuldade de provar que vocês estão certos e eu errado ?

Thank you for your email and the details provided, CasinoOrca Team.

Dear Luanhorto,

We are likely in contact with a completely different casino representative here, in this thread, compared to the employees you were in contact with before, when you wrote the the casino's customer support. Therefore, it is understandable that it takes longer to gather the necessary details and supporting evidence.

Anyway, I have a few questions for you to clarify the situation and circumstances.

Can you please provide us with the following information:

• What type of device and what type of internet connection did you commonly use to access the casino website?
• Do you know anyone around you who also has a gaming account at Casino Orca? If so, can you tell us more about their activity at the casino? Is there any possibility that there was another account or other accounts that accessed the casino from the same device or internet connection as you with your gaming account?

Please note that the casino has already provided us with relevant details/evidence, and we require your full cooperation in resolving the matter. Therefore, we require honest and true information/explanation from you now, and if your answers to the questions above do not fit the reality indicated by the provided supporting evidence, I am afraid we will not be able to help you further, and your complaint will be closed/rejected.

Thank you. Looking forward to hearing from you.

I used my home computer and my personal cell phone to use the casino, not just Orca, but all the others I have an account with.

I don't know anyone close to me who has an account with this casino.

I have accounts at other casinos that are operated in conjunction with orca casino.

There is no way that someone else could have accessed the casino on my computer/mobile phone.

Usei meu computador residencial e meu celular pessoal para utilizar o cassino, não somente o orca, como todos os outros em que tenho conta.

Não conheço ninguém próximo a mim com conta nesse cassino.

Possuo conta em outros casinos que são operados juntamente ao orca casino.

Não há possibilidade de outra pessoa ter acessado o casino em meu computador/celular.

Thank you for the additional information, Luanhorto.

Did the tournament in question take place in other casinos where you also have accounts?

Is it possible you attended the same tournament from more than one account, even if it was from different casinos?

In the meantime, I asked the casino representative for a few more details/supporting evidence confirming their claims, and I am waiting for their email.

Once I know something relevant, I will inform you.

Thank you.

Yes, because it's a network tournament it takes place in other casinos, usually the providers fazi, egt, amusnet, endorphina and so on... So it probably took place in other casinos where I have an account.

It's not possible that I took part in this tournament at another casino, I only played at orca because I received the information about the tournament via the orca casino telegram group, and it doesn't make sense for me to compete against myself.

Thank you

Sim, por se tratar de um torneio de rede ele acontece em outros casinos, geralmente são as provedoras fazi, egt, amusnet, endorphina e etc... Então provavelmente ele tenha acontecido em outros casinos que eu tenho conta.

Não é possível que eu tenha participado desse torneio em outro casino, joguei somente no orca pois recebi a informação do torneio pelo grupo do telegram do orca casino, e não faz sentido eu competir contra mim mesmo.

Obrigado

Thank you for the additional information, Luanhorto.

It depends on a particular tournament and the rules, conditions, and requirements. In certain types of tournaments, you would not compete against yourself.

Anyway, as I mentioned, I asked the casino representative for more details. Unfortunately, I could not find any new email.

Let's wait for the casino's response and the requested details.

Dear Casino Orca Team,

Can you please find my last email regarding the matter, and provide me with the requested?

If you cannot find it, feel free to let me know.

Thank you.

I await the casino's response

Aguardo a resposta do casino

Dear Luanhorto,

Unfortunately, I am afraid the casino representative will not comment on the thread anymore. In addition, I doubt the casino would be willing to provide you with any relevant evidence, understandably, because by doing that, they would basically provide a manual on how to avoid detection of multiple casino accounts in the future or expose the way they detect it.

In the meantime, the casino representative got back to me with the relevant details I requested outside the thread, and they were able to fully substantiate the casino's claims and decision regarding your account. The exact rule that was applied was stated earlier in this thread.

After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts (at least 2 other accounts) within Casino Orca. The casino acted in accordance with its terms and conditions you accepted upon registration.

We try to help players resolve their issues with online casinos, especially if they violated the casinos' rules unintentionally or unknowingly, and we require their full cooperation and complete/true information during the complaint resolution process. However, it is definitely not the case here.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or an ADR, if the casino states one on its website. The same applies if you are interested in evidence.

Thank you very much, Casino Orca Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru