12Play Casino - Player's winnings confiscated by the casino.

12Play Casino only paid SGD 4,355.36 of my total account balance of SGD 25,879.41. They unjustifiably confiscated the rest of it, SGD 21,524.05.

No exact explanation was given why, only a vague excuse-sounding line 'violating the general rules of gaming', which doesn't mean pretty much anything concrete. My account was permanently closed.

My gaming was very normal. Deposit, get a bonus. Play through the rollover, even more. On some occations I played without a bonus. All gaming was totally within their terms. I read through their terms.

I will paste here their management's email and my response to it for all the people to publicly witness and see (if this needs to work as a warning of their potentially fraudulent business practice):

Dear Customer,

Here are the final decisions by 12play Management.

We regret to inform you that you are under blacklisted by 12play due to your account "*******" activity are violating the general rules of gaming.

We will proceed to refund total of SGD4,355.36 and permanently terminate the account from now.

Effective : 13/02/2024

Gentle Remind :

If we figure out there's another new account that has the same activities we will proceed to blacklist the account and forfeit all the funds from the account without any notice.

Best Regards

12play Management.

My reply in essence:

Dear 12play Management,

please kindly point out to me the exact violation of the general rules as alleged. On the contrary, I claim my gaming behavior was well within your rules and that fact was even double-confirmed by your customer support chat where I specifically asked advice if it's ok to claim even several unlimited deposit bonuses per day. I did my due diligence to follow every single bit of your terms and conditions.

Be notified that you practically pushed bonuses on my balance over and over again. I played well over and more than the minimum rollover requirements every time. Sometimes I played without any bonus at all.

I have evidence of my spotless customer behaviour attached as screenshots of the chat conversation.

///

I will attach the screenshots to Casino.guru to see too. I screenshotted the chat conversations where I was assured that it was according to them totally ok to play through / claim multiple deposit bonuses per day.

Hello happyduck,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 12Play Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Is there any way you can provide your betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about? Did the casino specify in any way the reason of blocking your account?

Looking forward to your answer.

Regards,

Nick

Hello,

I believe my account was verified, at least it was fully functional for a year or so without any issues. I made several deposits and withdrawals before this. (Last one was only a couple of days before this account closure and balance confiscation.) I had my bank account registered and attached to my account. My previous withdrawals were processed there with my personal details; everything looked verified and ok. I can't remember about the verification around the time when I opened my account. But now they checked my ID during this account closure yes, but nothing was told to be a problem with any verification.

I can't access my account anymore so I can't provide my playing patterns. I wonder if they could provide them to you there at casino.guru? I can of course ask them in an email still...

My playing was straightforward in blackjack keeping bets mostly at the same level, only rarely changing during my game sessions. Absolutely nothing special at all, no stupid tricks like playing the both sides in roulette or such. The weirdest thing is that I even played quite some rounds without any rollover attached.

I spoke with their CS on their chat yesterday, I wanted to speak about this, but they cut the connection. After that the chat window didn't open for me anymore.

No other reasons specified at all other than is in the email that I pasted above.

I just tried to request the game history on their chat. My browser/computer/connection/who knows what was obviously blocked to pop-up their chat but I tried to contact them from another connection and computer to see if it really was only my computer that was blocked and so it was.

This was my attempt, not very helpful:

....

Nice to see you here sir, this is Luna 💞

How may I assist you today? 😘

Hi

I would like to ask my casino game history over the past month or at least over a couple of weeks. Could you send that to my email?

avatar

Hi sir good day 🥰

Noted sir, let me check for you now and I'll get back to you within 5 minutes 🥰

ok thank you

Read

avatar

My pleasure to assist you sir, you are most welcome ya 🥰

Sorry sir as checked that we are not able to provide the game history record as it was not available from the game provider side, you may check it with your account history ya 🙇

Dear Customer,

Here are the final decisions by 12play Management.

We regret to inform you that you are under blacklisted by 12play due to your account "XXXXXXXX" activity are violating the general rules of gaming.

We have done proceed to refund total of SGD4,355.36 and permanently terminate the account from now.

Effective : 13/02/2024

Gentle Remind :

If we figure out there's another new account that has the same activities we will proceed to blacklist the account and forfeit all the funds from the account without any notice.

Best Regards

12play Management.

Chat closed.

How I understand and read their final threatening 'Gentle Reminder', this obviously applies to absolutely all players at their casino, new and old. They say in essence this:

If you play according to all possible rules at 12Play Casino and even if you follow precisely every single bit of their terms and even if you generally play with good manners, polite and absolute honest and fair and even if you play with or without bonuses:

!! Still, by their own words, they receive the right to arbitrarily, on a whim, with no real explanation, with no real reason given:

• forfeit all the funds from the account without any notice

No matter if it was winnings, no matter if it was straight your deposited balance. This is alarming! This is worse than I have ever seen in any online casino, ever in over 25 to 30 years that I have been playing online!

If I was running an online casino and if I had even one brain cell left, I would never ever make such a statement, unless I was purposely on a mission to wreck and ruin my casino business as fast as possible!

12Play Casino may have the twisted kind of thinking that if they don't take straight the player's deposit but take away (even arbitrarily) the sum of given bonuses and the winnings made by playing with the bonuses, it wouldn't be a scam because: "hey, that's free money that we gave you anyway, what are you complaining about!"

But the thing is, the extra bonus money makes the players play more even with their own money. Second of all, it's an arrogant breach of the contract with the player/customer. It's equally a very twisted scam to confiscate the bonus money plus the bonus money winnings especially when the player follows every single rule and term even in a very over-pedantic manner, and the given understanding to the player is clearly that: after fulfilling the rollover, the bonus money and the winnings will be cleared to the player's withdrawable balance.

I was surprised that 12Play Casino was willing to actually send me this reply-email today:

Dear XXXXXXXX,

Thanks for reaching out to us.

We have identified your account is violating the general rules of gaming. Hence with no choice we have to forfeit the winning & bonuses and refunded a SGD4,355.36 back to you.

Best Regards

12play Management.

I replied:

You are the ones who have violated the general rules of gaming. You confiscated my winnings without any reason. I have taken this case to public arbitration and if that won’t help I’m willing to go all the routes needed to fight against your blatant, brazen, childish, arrogant fraud. Your scamming must stop!

...

It's absurd and grotesque how arrogantly and cold-headed they are dealing with their fraud like it was business as usual to them. Maybe it is. They are acting like diabolical criminals. Any normal, even minimally customer-caring service would at least have a bit of real dialog if they truly had any real reason for confiscating any money from the player. On the other hand, this all of course reveals better and better that 12Play is a fraudulent scam site.

(There is no change in the numbers: the unjustified, fraudulent confiscation from my account balance is SGD 21,524.05)

Suddenly that started to 'entertain' with their replies on email. Maybe that is their technique just to interfere this open arbitration and cause more harm to me.

These are the newest messages:

Thanks for reaching out to us.

Apologies for any inconvenience caused sir, as you had violated our terms and conditions game rules, we have no choice but to forfeit your bonus and winning. As an established online casino for more than decade, we do have a reputation to payout to members that had won their winnings as long as it is within our T&C. Sir you may have a reference on our Terms and Conditions on website as well on this. Apologies for any inconvenience caused.

Best Regards

12play Management.

--

My reply:

You consistently refuse to point out to me what exact clause of your terms I suspectedly violated and how. There is no such clause that I breached and that explains your avoidance of the subject. That tells a lot already that your intention is to commit fraud against me and likely against most if not all of your winning players, because I don't believe you have only singled me out. My conclusion is that your site 12Play Casino is a scam. Do you have anything to add?

You won't even give me my game history. What kind of casino doesn't have such or if they do, doesn't give it to the player? That tells about it that you are hiding the truth that nothing was violated. That tells once more about it that you are committing a scam.

Furthermore, your last response doesn't make sense even in that... or is believable, because you didn't just normally, politely, professionally direct me to the clause in the terms that I suspectedly violated. And then you permanently closed my account out of the blue! Block my access to ask about it on your chat. All without a reason. You never explained a reason for that. Why? All these are unexplained from your side. All this indicates that you just threw me out as a victim of your scam and you perfecly know that yourself that you are scamming. 

I can explain and expose your behaviour as you don't: if you didn't permanently close my account and say that I'm banned from your casino, I would have had better chance to dispute the unjust, groundless claim that I supposedly violated some of your terms. All your behavior is in line with an outright, blatant scam.

--

I want to openly and publicly bring out the inconsistency in 12Play Casino's responses and how they are running their scam by twisting the truth:

In a normal case, if it was the case as they claim that I truly violated some clause, they would have pointed it out. I would have checked it out. Maybe I would have said oops, sorry about that, my bad. Or maybe I would had some counter-arguments to defend myself. We would have had some normal dialog. If I finally found out I missed something in the terms that I should have noticed and I went against that, I would have accepted the fact that I wasn't eligible for the winnings / bonuses in that case. Most likely I would have continued playing at their site after learning from the experience. Everyone would have been ok and happy in the end.

But as an honest player plays normally, fairly, with good intentions to be the site's customer, that shouldn't lead to a sudden unexplained, strange, immediate total ban to the site without explanation or only with vague mumbling about some 'terms' without any substance really.

All red lights are alarming bright that 12Play Casino is a totally blatant, even dangerous scam site!

Thank you happyduck for all the information provided. As we will need to find out the exact reason of the casino's decision, I will be forwarding your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it

Regards,

Nick

Hello there,

Thank you happyduck for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 12Play Casino for their help in resolving this complaint. We would like to know why were the player's funds confiscated and the account blocked.

Thank 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.

I want to spread awareness of these most dangerous online scam casinos, the most high-level scams. Low-level scam sites are often obviously poor and clumsy in their appearance, whereas high-level scams like 12Play Casino, actually are willing to put up a site and service that on the surface is so professional looking, actually like a normally working online casino - that it attracts and lures innocent victims into it very dangerously. That is why I urge all of us to act decisively to fight against these most horrible scams, seek to revoke their possible licenses, and report them to all necessary officials wherever they are operating to protect the online gambling community. It is in the interest of us all, all the fair casino sites and all the fair players to root out these rotten apples like 12Play Casino.

I even said to 12Play Casino customer service straight that they should seriously do something else in their life. This business is not for them.

I honestly tried to trust them and only have goodwill. I don't intentionally want to slander. I don't say anything here lightly without justification. But what is the best, the most effective way to expose a true 100% scam, it's unresponsiveness to communication when things like this happen: is it with the concerned player or is it with an arbitrage service.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the PAGCOR/Philippines (https://www.support.pagcor.ph/contact-us.php) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter