500 Casino - Player’s winnings have been confiscated.

I made a deposit with gift card in 500casino and placed a bet on blackjack which I won,the profit was 370 euros,when I tried to withdraw they only let me withdraw my original deposit due to alt account and deducted my winnings.They let me risk my money just to deduct my winnings,if I lost they wouldn’t give my deposit back so I demand to get my winnings

Dear syne5,

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

To better understand and assist you with your complaint, could you please provide us with more detailed information on the following points:

• Was this the first time you deposited and played at 500 Casino?
• Did the casino provide a specific reason for suspecting that you have an alternate account? If so, what was the reason given?
• Have you had any prior communication with the casino regarding this issue? If so, what was their response?
• Could you provide any relevant communication or evidence, such as emails or screenshots, showing your interactions with the casino’s support team?

Please forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello,It was my first time playing in the casino and they didn’t provide me with any info they just said banned due to alt account.I can’t view past conversations with the agents but they don’t reply to me anymore

Hi syne5,

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?

Thank you.

Hello,no I’m not aware of anyone having an account,I used no bonus and I wasn’t verified

Thank you very much, syne5, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, syne5,

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. In the meantime, since I saw in your screenshot that you should have been also contacted via email, can you please forward all the relevant emails from the casino to branislav.b@casino.guru?

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

Dear 500 Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been 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?

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

Hello,

I have sent evidence to your e-mail address.

Thank you, 500 Casino team. Can you please look at my last email regarding the matter and if possible, answer my additional questions?

Dear syne5,

In the meantime, while I will wait for the casino's email, I have a few questions for you.

The details provided by the casino representative clearly show that you created more than 1 account at the casino, basically several accounts. Since it is not completely clear to me for now - what was the reason for registering more than 1 account?

Users/Abusers usually use multiple accounts to gain an (unfair) advantage, for some purpose. It would be highly appreciated if you could clarify your purpose of using several accounts.

Looking forward to hearing from you.

I used the account to bypass my self exclusion,the problem is that they let me bet the money,if I lost they wouldn’t refund me but now that I’ve won they confiscated the winnings

Dear syne5,

I dare to disagree. They did not let you bet, you were able to register/deposit and bet with new accounts (I saw at least 5-6 linked accounts) because you bypassed the casino's restrictions by altering your basic registration details per each of the casino accounts compared to your self-excluded one.

However, it does not work as you imagine. If you had not bypassed the casino's system settings and done it by mistake, the situation would have been a bit different, and it could be like that - if you lost your deposit, the casino should refund it, but if you won, the casino should refund only your deposit anyway. If a player is self-excluded, they should not be allowed to register at the casino at all, and if it happens, his financial situation should be put to the state before a new registration/deposit occurs, without an impact on a player's balance. Your logic would mean that a player who intentionally breaches the casino's Terms and Conditions would be able to receive his deposits back or withdraw deposits + winnings, without any risk of losing money at the casino, which makes no sense, and would mean an advantage only for players...

But you intentionally and knowingly created multiple accounts without obtaining prior approval from the casino. In addition, it seems you even used a welcome bonus offer on more than one account, which is also strictly prohibited.

While we are committed to assisting players who inadvertently created multiple accounts or if various family members opened accounts from a single household, creating at least 5 accounts simply because the previous ones were blocked for a specific duration is beyond our scope of support. It appears that you were aware of violating the casino's rules when establishing those additional accounts, and I strongly advise against such actions in the future.

After gathering all the necessary information and in accordance with the above-stated, unfortunately, we are closing this complaint as unjustified. Under such circumstances, the casino could have refused to refund your deposit. Since the disputed amount was set up in the amount of the confiscated winnings, and as you claimed, the casino let you withdraw your original deposit, you did not lose anything besides the illegitimately accumulated winnings, without an impact on your deposited funds.

I am sorry we were not able to help you with this one, but 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.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, 500 Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru