4raBet Casino - Player's account was blocked.

Dear rayaneg,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 4raBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long you are a player of the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)

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,

Tomas

Bom dia Tomas, tudo bem?

Comecei no 4rabet há poucas semanas atrás, achei os bônus bem atrativos e vi que tinha boa avaliação, então decidi jogar nele.

Depositei os R$ 500,00 completei o Rollover em jogos de slots, finalizei com R$ 1480,00 tudo dentro das regras do site, digo isso, pois eu li as regras dos bônus e os termos de condições, porém na hora de sacar meus fundos foi só frustração!

Thank you very much, rayaneg, 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.  

Ok Tomas, muito obrigada pela ajuda.

Hello, rayaneg,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 4raBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 4raBet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the account been closed and the winnings confiscated? What steps should the player take to unblock the account and withdraw?

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

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Dear rayaneg,

I am sorry for the delay. Unfortunately, the casino has not contacted me yet.

However, since some of our internal processes changed, and we have another channel available to contact the casino, I am extending the timer one more time and providing the casino with one more chance to comment on the complaint either directly here or outside of this thread.

If no response or relevant details are received until the current timer expires, the complaint will be closed in accordance with the information stated in my previous post.

Thank you for your patience and understanding.

Bom dia caro Branislav,

Infelizmente esse Casino cria problemas para os clientes e não se compromete em solucionar.

Fico me perguntando até quando isso vai acontecer.

Dear rayaneg,

I was contacted by the casino representative recently, and I was provided with the information that she had been on vacation. However, someone is already looking at it, and they will try to solve it as soon as possible.

It looks like they basically did not have the option to react before. On the other side, 3 weeks have passed. Based on the given circumstances, I am extending the timer for the last time, and providing the casino with some time to respond.

Thank you very understanding. I sincerely believe the casino will contact us with the relevant details soon.

Dear rayaneg, we have carefully examined your case.

In the course of the proceedings, we came to the clear conclusion that your account was not created for gaming purposes, but only for bonus abuse.

Thus, under rule 9.7, we are prepared to pay you your funds subject to deposit. 

In the future, we urge you not to re-open your accounts on our site.

Caro Branislav, devido a péssima experiência que tive nesse casino, com certeza nunca mais voltarei a jogar nele novamente, gostaria de saber como faço para recuperar o meu depósito, que como eles disseram, irão devolvê-lo, como podemos proceder?

Fico muito grata pela sua ajuda Branislav!

Greetings all,

I am sorry for the delay.

Dear 4raBet Casino Team,

Can you please specify bonus abuse in more detail in this particular case?

In addition, after reviewing the applied rule (9.7), there are parts that we consider unfair. However, for some unspecified reason, we did not count on it while the rating calculation was being made upon the last update, or, it was overlooked. Therefore, the details are more than necessary for reviewing the case on our side sufficiently. The final rating correction will also depend on the solution of this case.

Please, describe the complainant's situation, what exactly the casino sees as bonus abuse, and provide the player with clear information on what should be paid out, what should be confiscated, and what needs to be done on the player's side to withdraw her funds.

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.

Hello Branislav and rayaneg!

Dear rayaneg, we focus on the fact that all deposit funds will be paid to you, please make a request at any time!

Information for Casino Guru and Branislav, regarding bonus hunting, rayaneg's bonus balance has been wagered the minimum required number of times on a high RTP game. After the transfer of funds from the bonus balance to the real one, in order to be able to withdraw the funds, they were unscrewed on baccarat without risk, by opposite betting. Also the minimum required number of times.

After that, the entire amount of funds was requested for withdrawal.

Thus, all actions on the account from registration to withdrawal were not carried out for gaming purposes, but solely to get bonus funds.

Prezado 4raBet, peço por gentileza que me instrua como faço a solicitação de retirada dos meus fundos, pois não consigo acessar a minha conta no site, creio que ainda esteja bloqueada, e quando eu entro em contato com o suporte eles não resolvem o meu problema, como faço para solicitar a retirada?

Prezado 4rabet, fiz a solicitação de retirada dos fundos, fico no aguardo da liberação de vocês! Obrigada!

a 4rabet não libera a minha retirada de fundos, estou aguardando e eles não liberam...

Greetings all,

Thank you both for your replies and updates.

Dear rayaneg,

Did you accept such a solution? Are you please alright with only refunding your deposit(s)?

Dear 4raBet Casino team,

Allow me to please ask you a few more questions to clarify the situation.

What exact bonus are we talking about, and if there are any specific terms and conditions for the bonus in question, where is it possible to check them?

What exactly do you mean by a high RTP game? Could you be more specific?

Is there any rule stating allowed/restricted games while playing with a bonus or games contribution towards the wagering requirements? If yes, where can I find such rules, please?

Do I understand correctly that the player basically complied with the casino's terms and conditions, but the casino considers it a breach or "bonus hunting" anyway, and confiscated her winnings?

If the casino allows such a play, why should it consider that a "bonus hunting" or a violation?

Since the casino allows bonus use, it is understandable that players use its bonuses. In case the casino does not agree with the use of bonuses in this way, it should not offer them to players. When the bonuses are claimed and used in accordance with the casino's rules, there is no justified reason to confiscate the player's winnings or to confiscate the player's winnings without providing an explanation or chance to meet them, especially, if the applied rule is unfair or unfairly used against the player, or the rules are not clear/not enforced by the casino system.

Basically, it is not correct if the casino lets players do something that is prohibited and then confiscates their winnings for doing it. In addition, as was mentioned in one of my previous posts, the applied rule is considered unfair from our point of view, and the casino's rating will be updated/decreased accordingly anyway. However, the final penalization depends on the outcome of this complaint. Therefore, we need more details and answers to my questions above.

After receiving the requested information and details, we can move forward in resolving the case. Unfortunately, currently, it looks like the casino allowed the player to play in a way that is not prohibited by the casino's rules or is allowed by the casino system settings, so she did not breach them and, as you claimed, although only the minimum required number of times, she met them, but the casino considered it "bonus hunting" anyway and confiscated her winnings.

If all of that is correct - would the casino be please able and willing to reconsider its decision, and restore the player's account with the entire remaining balance before account closure, provide her with the instructions on how the casino imagines meeting the wagering requirements for the bonus and deposit, and provide her with a chance to meet them?

If the casino has already processed a deposit refund and the complainant would accept such a solution - could the confiscated bonus winnings be restored with detailed instructions on how to meet the requirements in order to withdraw the possible winnings?

Saudações a todos,

Caro Branislav,

Eu sinceramente gostaria de receber o valor total, que é a somatória do meu depósito de 500 BRL + os 980 BRL que foi o meu lucro, totalizando 1480 BRL.

Eu simplesmente completei o rollover e eles ficam inventando justificativas sem sentido para não me pagarem, na época eu segui tudo conforme as políticas do site deles, eu gostaria de solucionar logo esse problema, eles desbloquearam minha conta, consigo acessar, mas quando eu solicito a retirada dos fundos, eles não liberam!

Hello, all of you!

What exact bonus are we talking about, and if there are any specific terms and conditions for the bonus in question, where is it possible to check them?

- in this case we are talking about "welcome casino bonus"

What exactly do you mean by a high RTP game? Could you be more specific?

- Return to Player (RTP) is a term used in gambling and online games to designate a percentage or prize that will be returned to the player depending on the funds contributed during the game.

Is there any rule stating allowed/restricted games while playing with a bonus or games contributing towards the wagering requirements? If yes, where can i find such rules, please?

- You can find our rules here

https://4rabet247.com/terms-and-conditions. 

Do I understand correctly that the player is complied with the casino’s terms and conditions, but the casino considers it a breach or "bonus hunting" anyway, and confiscated her winnings?

If the casino allows such a play, why should it consider that a "bonus hunting" or violation?

- No. You are mistaken. The prize was not confiscated. Only the bonus amount was deducted.

We’ll pay her money anytime.

The account will not be blocked, the client will still have access to all the company's products in the sports section.

As it was written earlier, the money was not confiscated. Only the bonus funds were written off. We are ready to pay the full amount of the deposit, as well as all winnings from the real balance of the customer, if they are at the time of request.

Olá 4rabet

Você diz novamente que estão prontos para me pagar, mas eu já solicitei a retira há dias e vocês nao liberam!

Teria como você verificar isso por gentileza?

Precisamos resolver isso logo, está levando muito tempo.

Greetings all,

I am sorry for the delay.

Dear rayaneg,

Can you please provide us with an update? Is there any progress on your issue?

If you also know the answers to the questions directed to the casino, feel free to answer.

Dear 4raBet Casino team,

Alright, at least we already know that it is about one of the casino's welcome casino bonuses.

Was it the first welcome deposit bonus? Are we talking about one of the deposit bonuses from the "Casino Welcome Pack 700%" from the casino's "Bonuses" section (possible to check HERE)? If yes, were the Terms and Conditions from the "Details" for this bonus applied? If not, were general Bonus Terms applied?

Basically, it is clear what a high RTP game means. To be more specific about high RTP games, I rather asked about the specific games. The player claimed that she wagered it in slots, which is allowed. If she met the wagering requirements, and the bonus funds were converted to a real money balance, why should the bonus rules have still been applied? Are you please able to provide me with the specific games that she played to meet the wagering requirements for the bonus? A high RTP game is quite an uncertain description.

Unfortunately, I could not find the relevant rules in the link you provided, except for rule 9.7. Instead, I found these rules in the casino's Bonus Terms:

"1.9. From the bonus account - withdrawal of funds is not available since bonus money from the bonus account flows to the real balance in the event of successful wagering. Until the wagering requirements are met, money from the bonus balance cannot be transferred to the main balance.

...

Casino Welcome Bonus Terms and Conditions

"13. All restricted games excluded from bonus wagering will be supported with bonus money inaccessibility informational pop-up window with the following proposal to continue playing with your real money balance."

Does that not mean it is impossible to play forbidden games with a bonus? How could she play them? Is it possible to play forbidden games with the bonus after confirming the pop-up, please?

Was there only one deposit bonus used? What was the bonus amount? What should be paid to the player?

As for the bonus "hunting" or bonus abuse, I recommend reading more about our attitude in our Fair Gambling Codex - sections 8 and 9, as well as a separate article dedicated to Banning Betting Patterns.

To be honest, it is very difficult communication if not all questions are answered sufficiently and in detail. Therefore, I will ask you once again for the same that I posted in this thread already 2 months ago.

Can you please substantiate your claims and the casino's decision with the relevant documentation?

Could you share the player's complete game logs and transaction history with me?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Please note that at least since the time the casino replied to this thread for the first time, we are stuck at the same point, without any progress, which is more than a month. I am afraid that if there is no further and active cooperation in resolving the matter on your side, we will be forced to close the complaint as unresolved.

Thank you for your understanding. Looking forward to hearing from you.

Saudações a todos,

Caro Branislav, a única coisa que eles fizeram foi me desbloquear, mas eu solicitei a retirada dos meus fundos há muitos dias e ela está pendente até hoje, estou aguardando a 4rabet honrar com o que eles disseram.

Minha solicitação de retirada dos meus fundos foi declinada após se passarem vários dias em espera, e agora estão me pedindo verificação da conta, sendo que esse procedimento já foi feito há meses atrás, meu Deus do céu, porque vocês não me pagam logo e acabam logo com isso 4rabet? Porque tanta enrolação?

Minha solicitação de retirada dos meus fundos foi declinada após se passarem vários dias em espera, e agora estão me pedindo verificação da conta, sendo que esse procedimento já foi feito há meses atrás, meu Deus do céu, porque vocês não me pagam logo e acabam logo com isso 4rabet? Porque tanta enrolação?

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

4rabet, libera a minha retirada.

Dear rayaneg,

As we can see, the casino stopped responding, but the circumstances are still unclear.

Is there please any progress on your issue? Can you provide us with an update?

However, earlier, I also asked you to provide me with the requested information if you know the answers to my questions directed to the casino, and there are definitely things that you should know.

So, before possible complaint closure, please, provide me with the following details:

• What exact bonus did you use in the casino, and how much bonus money did you get? Was it a no-deposit bonus? (Feel free to send me a link to the particular bonus offer)
• Can you provide me with a detailed explanation of all the events chronologically?
• You mentioned that you made a deposit of 500 BRL and that your profit was 980 BRL, so 1480 BRL together - why did you submit a complaint with the disputed amount of 500 BRL only?
• If you gained any (unfair) advantage by your way of play, it is understandable that the casino is able to only refund your deposit - do you agree with only returning your deposit of BRL 500?

I will wait for the requested details from you. However, please note if the casino does not comment on the matter in the meantime, and/or there is no progress at all, the complaint will be closed as unresolved, and the casino's rating will be decreased accordingly. It will also depend on the details provided. I will inform the casino representative about the same.

Looking forward to hearing from you.

Bom dia meu amigo e querido Branislav, tudo bem?

Eles me pagaram a primeira solicitação de 500BRL após várias semanas de luta e espera, abaixo irei responder suas perguntas na minha próxima resposta, lembrando que eu disse acima no decorrer do caso que gostaria de receber os 1480BRL, pois jamais joguei de forma injusta nesse Casino, eu simplesmente completei o Rollover e quem agiu injustamente foram eles, que me bloquearam e não queriam me pagar!

Banislav, fiz a solicitação de saque dos 980BRL e acabaram de me pagar aqui, fazendo assim a situação se tornar resolvida. Espero que eles não façam isso com outras pessoas, pois isso é muito chato e frustrante!

Ficamos por meses nessa luta, ninguém merece isso!

Branislav, respondendo agora as suas perguntas.

• Que bônus exato você usou no cassino e quanto dinheiro de bônus você recebeu? Foi um bônus sem depósito? (Sinta-se à vontade para me enviar um link para a oferta de bônus específica)
• 
  

4Rabet Promo Code: Official & Updated List of All Bonuses Up To 70000₹ (4rabet247.com)

Usei o bônus com depósito referente a boas vindas Casino.

• Você pode me fornecer uma explicação detalhada de todos os eventos cronologicamente?

É muito simples, eu completei o Rollover tudo conforme as regras, termos e condições transformando meu saldo em 1480BRL de saldo real, e quando fui solicitar a retirada me bloquearam, se caso tiver mais dúvidas quanto a essa situação me questione Branislav, resumindo, o que ocorreu foi isso.

• Você mencionou que fez um depósito de R$ 500 e que seu lucro foi de R$ 980, ou seja, R$ 1.480 juntos – por que você apresentou reclamação apenas com o valor contestado de R$ 500?

Por que eles já haviam deixado claro que não iam me pagar nada, eu pensei que se reclamasse dos meus 500BRL que foram depositados, poderia na pior das hipóteses receber ao menos esse valor depositado, mas no decorrer do caso eu solicitei a retirada dos 1480BRL, e após vários meses de luta, enfim eles me pagaram.

• Se você obteve alguma vantagem (injusta) pela sua forma de jogar, é compreensível que o cassino só possa reembolsar o seu depósito - você concorda em devolver apenas o seu depósito de R$ 500?

Eu não obtive e nem usei de vantagem injusta, como eu disse várias vezes, eu completei o Rollover, o que me deixou furiosa foi eles tentarem ficar com o meu dinheiro, se eu tivesse usado de vantagem injusta, jamais estaria perdendo meu tempo aqui por meses, e mais, você acha que se eu realmente tivesse jogado de forma injusta, desrespeitando os termos e condições, eles iriam me pagar? Pode ver que eles não conseguiram apresentar provas concretas das alegações.

What great news, rayaneg!

I am sincerely sorry for the unpleasant questions. I tried to formulate it in a way that did not show signs of possible accusations or early conclusions. Unfortunately, as you can see, communication with the casino representative in this thread was really difficult and exhausting, and we needed more details to review the case sufficiently on our side and to move forward.

For example, until your last post was added, it was not clear if it was the deposit bonus or if the deposit was made after meeting wagering requirements for a no-deposit welcome bonus. Details are really important.

In the meantime, there was also ongoing communication between me and another casino representative outside of the thread, and I was informed about the same:

"Hello!

We would like to inform you that after a detailed analysis of the case, our risk management department decided to satisfy the client's complaint and pay out the funds in full, including the bonus amount. 

We also kindly ask the client not to create new (multiple) accounts on the product, and to continue all her gaming activities only on the above-mentioned one.

The player only should request payment and within one hour we’ll pay. 🙂"

However, you were so quick in resolving the issue that I even did not manage to reply earlier than you received your disputed funds! 🙂

Since the most important is that your winnings were fully paid out - thank you, rayaneg, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system, and I will update the disputed amount to 1,480 BRL. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, 4raBet Casino team, for your help and cooperation.

Best regards,

Branislav, Casino.guru