The player from Singapore had an account for a few months with successful deposits and withdrawals. On August 1st, after making two deposits and winning 3,000€ each time, his account was permanently banned for violating the T&C. The player claimed he did not violate any rules or collect bonuses. We confirmed that the player's winnings were paid out and the account balance was zero at the time of closure. The complaint was closed as casinos reserve the right to limit or close accounts.
12Play Casino - Player's account has been closed.
Amount: ??
12Play Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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3 months ago
i have had this account for a couple of months. have won some and lost some. majority of it are winnings.
deposit and withdrawals were never an issue apart from some delays on withdrawals at times.
on Aug 1st around midnight, deposited 1k and won 3k. withdrew without issues.
on Aug 1st 11+pm, deposited 1k and won 3k again. withdrawal made to my account without issues.
however, at midnight, i received an email stating account was banned permanently for violating their T&C.
sent them a message through their live chat and their reply was exactly the same as the email received.
i have never collected any welcome bonus or promotions every time i made a deposit. dont understand why i am being blacklisted for.
i cant win 3k in a couple of hands twice in the same day? and i’m sure i hit the min turnover before withdrawal.
i do not pattern bet and my bet sizes are pretty much similar.
i got lucky and hit side bets to win and cash out.
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3 months ago
Dear BlueBalls,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify what games you played? Were they slots, live casino games, or did you participate in sports betting?
Could you kindly confirm if you passed the KYC verification?
Do I understand correctly that the casino paid you all your winnings and then blocked your account only after your balance was zero?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
i’ve played mainly blackjack and bacarrat.
passed all verifications, and all winnings were paid. i do not have any winnings with them.
just puzzled on why i got blacklisted.
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3 months ago
Thank you for confirming that your account balance was zero at the time of its closure. Please understand that we cannot penalize the casino for closing your account if your winnings were paid out. Casinos generally reserve the right to limit or close players' accounts if they suspect irregular play, questionable activities, or for no reason at all.
I regret to inform you that I will have to close your complaint. I wish I could be of more assistance. Thank you in advance for your understanding.
Best regards
Veronika
