500 Casino - Player's account and substantial winnings blocked over disputed gameplay.

This is insane and I don’t even know what to do. About a month ago I registered a 500casino account, using a referral link from a guy who I met in a telegram group. I had a few very successful investments in crypto and decided to have some fun gambling, that guy recommended 500casino and I registered an account there. I had done KYC immediately after registration because knowing that I was about to play with large amounts of money, I was sure I would be asked to do it anyway, so I decided to get it out of my way. Anyway, I was playing roulette for a week or so and then I switched to playing blackjack private tables. Everything was fine, I was losing some, winning some, had no troubles depositing or withdrawing my crypto. However, just about 2 days ago I caught a really good streak and went from being down almost half a million to being nearly break even, having 430k in my account. That same day I get my account locked and receive a message :

Hey there,

​You are required to complete additional KYC verification steps, please follow the following link and complete the verification steps required:

https://in.sumsub.com/idensic/l/#/hu9YvztEDbGW4SjP

Let us know when you are done.

VxzD

500 Casino.

Okay I thought, they just want to verify me one more time so I completed my KYC once again and no later than 10 minutes I get this message from their verification partner : "You're all set!Dear customer,Your account has been approved. Thank you for your time!Best,

The Sumsub Team"

Cool, now surely my account will be back to normal but no, I get this message from their support "Thank you!

Kindly please allow us some time to investigate.

Sorry for the inconvenience and thank you very much for your patience!"

With this I go to sleep and the next morning I wake up to this message: "Hey there,

It has been determined that you have systemically abused our service through unfair gameplay.

You abused the games you were playing in a way which you have an unfair advantage, and we have also identified connections to other accounts directly associated with you that have also systemically abused our service.

Exploiting games and generally anything else that offers an unfair advantage leads to account suspension.

As a result, your account as well as all the other accounts associated to you that have systemically abused our service have been permanently suspended.

Any further attempt of abusing our service will lead to the same exact outcome.

Regards, "

So, now I am completely confused and the only thing that makes sense from all of this is that they think my acccount is connected to other accounts that were abusing their system(knowing damn well that I wasnt and also being pissed that they have locked my account after I won most of my losses back and not when I was losing hundreds of thousands). The only connection that I had to any account was being reffered by that guy that I mentioned earlier. I contacted him and he said that his account got blocked the day before mine and also admitted that he was indeed abusing their system and profiting about 40 thousand dollars from that. Now I am pissed on both him and 500casino for fucking me over, so I try to communicate with 500casino and using solid arguments such as the fact that I was down almost half a million just a few days ago, how the hell would I be abusing something losing this kind of money. No reply from them, no explanation and no proof provided that I was abusing something, just the fact that I was unlucky enough to get reffered by a shithead that was screwing them over and even though I had nothing to do with that they do not care. They have taken all my balance which was approximately 431 thousand dollars, 299500 of which were in vault and the rest was in my playing balance. Their support completely ignores me and refuses to communicate in any way.

Dear megahead,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with 500 Casino.

To better understand your situation and assist you effectively, could you please provide the following details:

• The date you registered your account at 500casino.
• Confirmation of when you completed your initial KYC verification.
• Any additional communications you have received from 500 Casino, particularly those related to the accusations of unfair gameplay.
• Information on any accounts you have interacted with, aside from the person who referred you, that might have caused 500 Casino to believe there is a connection.
• Screenshots or any proof of your deposits, withdrawals, and your account balance history.

If you have any relevant communication that might help us understand your case better, please forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Thanks for your answer. Here is all the information :

My account was registered on 29th of April 11:56 PM

My KYC information had been approved on 29th of April 12:18 PM ( 22 minutes later )

Now this is what I forgot to mention in my initial complaint. After the registration I make a deposit of 2 eth which was equal to about 6340 usd at the time. After playing roulette for some time, I double my balance and make a request to withdraw 12000 usd as you can see on the screenshot №2. My withdrawal gets cancelled and my account locked. I write to their support and receive a message that they found my gameplay suspicious and that they were doing an investigation as you can see on the screenshot №1. Three(!) days later I receive a message that my account has been unlocked (screenshot №1). That same day I make once again a withdrawal request for 12000 usd and it gets approved (screenshot №2). From that point on, I had no troubles depositing or withdrawing my money up until the 25th of May. So, they had investigated my account for THREE DAYS after I double my money gambling and obviously they did not find anything at all as I was not abusing them in any way. This is what makes their claim about me having connections to other accounts so stupid, the fact that my account and my gameplay was checked and approved in the very beginning. They have accused me of unfair gameplay and held my 12000 for three days to decide if it is worth it to give me my money back. They knew that there was nothing to pin me for and unlocked my account, but the moment I had almost half a million dollars in my balance ( not even profit but recovered losses) they come back with the same excuse to lock my account and take all of my money knowing that there would not be a better opportunity to do that. This is what it seems like to me.

About the accounts I have interacted with, there was none. I have never tipped anyone and have never received any tips. In the last week or so before they locked my account I was playing at the blackjack private tables betting thousands of dollas per hand which no other account was doing. (there is a live bets feature for the wins that are higher than 3000$ for everyone to see on their site so I know for a fact that no other accounts were betting as much as I was). I was one of the biggest highrollers in their casino and instead of being treated like a VIP I get shitted on.

This is my transaction history starting from May 5, all the transactions before that are illustrated above on the screenshot №2. Maximum number of attachments exceeded, I am going to continue in the next message.

As you can see, I have been accused with some bullshit connection to the other accounts while not being provided with any explanation or any details, just the same copy and paste message of the accusation. From the point of the last screenshot there was no contact with me, I have sent dozens of messages that were READ AND IGNORED by the "VIP host" that goes by the username VxzD. I have done KYC TWICE and both times it was successfully approved, on the screenshot №2 you can see that I was and still am more than happy to provide any sort of documentation that might help the case, however all of it was ignored. The rest of this conversation will be uploaded in the next message, if there is anything that I can provide that I have not already provided, let me know, thank you once again for your help.

Thank you very much, megahead, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello megahead,

I'm Michal, and I have taken over this complaint. I have reviewed this case and although I fully understand your frustration I kindly ask you to refrain from using abusive or rough language.

I will contact the casino to shed more light on this matter.

We would like to invite 500 Casino to join the conversation.

Dear 500 Casino,

If I understand correctly, the player played without any bonus, so there shouldn't be any limitations on the games played, bets placed, or winnings received. Could you please provide more information on how the player allegedly abused your service with unfair gameplay? If this information can't be shared publicly, please forward it to me at michal.k@casino.guru

Hello,

Together with the help of Evolution Gaming and other Casinos, we managed to identify a group of organized card counters and abusers from Telegram, which the player 'megahead' belongs to.

Our decision to keep player banned was drawn based on our anti-fraud prevention platform, tracking cryptocurrency on-chain activity, Evolution's game analysis & cooperating with other Casinos to prevent fraud.

Player registered on 29.04.2024 through a referral code. We investigated the player to which the referral code belongs to, and soon realized that referee had activity on other Casinos, which matched exactly 'megahead''s activity. Evolution & cooperating Casinos confirmed that referee is a confirmed card counter in this industry, who then registered multiple accounts in additional breach of our Terms of Service.

An investigation of his gameplay, taking into consideration his wager, game rounds, bet counts, RTP margin & overall player behaviour, showed several aspects:

• All players associated with 'megahead', including him, tried to cheat the system by abusing EV (expected value) of live table games by Evolution.

• 'Megahead' took advantage of our own XP & Rewards system, advanced card counting allowed him to receive over 100% RTP margin with our Rewards, in breach of section ''Free Accounts & Free Rewards'' from our Terms of Service.

• Player's transaction activity on our website raised concerns with our in-house fraud prevention.

We requested further KYC verification from 'megahead', and found that submitted information doesn't match with other information connected to his profile.

Our own fraud prevention tool managed to draw a connection between multiple accounts belonging to the same player.

Based on that, we continued to monitor his cryptocurrency on-chain activity; Investigation showed that all players used the same specific cryptocurrency exchanges and wallet activity matched one another.

In order to keep our own fraud prevention as efficient as possible, please understand that we are not able to go into great detail of what connected this player to the other ones in his Telegram group, just that we can say with certainty that similarities shared between 'megahead' and the other players, to which he refers to as ''friend he met in a Telegram group'', paints a clear picture of how big of an operation it is. This Telegram group has been used for organized wonging, advanced card counting and/or side bet counting on Blackjack & Baccarat tables from Evolution.

Given the extraordinary circumstances of this player's behaviour, together with the group he cooperated with in order to defraud us and other Casinos, and the overall net profit(!) from all of the other associated accounts mentioned above, we will have to stand with our decision to keep player 'megahead', as well as all other associated players from his network, banned, as they acted sorely with a malicious intent in mind.

Kind Regards,

Thank you for the response, 500 Casino team.

Please send me (michal.k@casino.guru) any supporting evidence of your claim so I can better understand your actions.

E-mail was sent 3 days ago, FYI

Dear 500 Casino team,

I have responded back to your email with some additional questions. I'm awaiting your response.

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.

Thank you Michal, we sent you another Email.

Dear 500 Casino team,

I have replied to your email with a few more questions. I look 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.

As far as I am aware, you have been replied privately with user logs.

Dear team at 500 Casino,

I wanted to let you know that I have received all of your previous emails and any attachments that were included. However, I am still eagerly awaiting your response to my most recent email. I am looking forward to hearing from you soon.

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 Michal,

Thanks for getting back to us, we provided you with further supporting evidence for your own review.

Thank you for all your messages with information and supporting evidence, 500 Casino team.

Dear megahead,

After a careful review of the information and evidence provided by the casino team, I am afraid I am no longer able to pursue this case. Considering that you registered in the casino at the exact moment when the casino announced special rewards on their website outside of regular casino bonuses on referral from a player that admitted he abused the casino system, you engaged in very similar, and at times, the very same gameplay as the previous player to gain an unfair advantage, can't be considered as a mere coincidence. Although we don't consider certain strategies as unfair, and strictly technically speaking, every gameplay can be viewed as a strategy, by reviewing your gameplay we can agree with the casino team that you most likely used software or another not allowed aid by your blackjack gameplay. Such actions are strictly prohibited in all reputable casinos.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules.

Under these circumstances, I regret to inform you that I cannot offer any further assistance, and as a result, this complaint will be rejected.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru