888 Casino IT - Player believes his betting strategy was unfairly targeted.

Yesterday, I signed up for the online casino, 888 Casino.

I deposited an initial €100 and played online Roulette with my own personal strategy (there's no rule stating that I can't use my own strategies; after all, it's part of the game). I was able to gain an additional €70, giving me a total balance of around €170.

That evening, I decided to play another session using the same strategy but ended up losing it all. I deposited another €100, and lost that as well. I deposited another €100 and yet again, lost. At this point, I started to suspect that their system might have recognized my playing strategy and was intentionally causing me to lose.

This morning, my theory was confirmed when I received an email from the online casino (which I've attached). The email essentially stated that they had recognized my strategy, and according to them, it was unfair. Therefore, there must indeed be a system in place to recognize player strategies and intentionally cause them to lose! I'm not asking for my winnings to be returned to me, but the €300 should certainly be refunded to me. After all, it's one thing to lose money at random, but there's more to it here.

Dear its.filo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to share my point of view on the situation. I have been handling complaints for almost 5 years and I have never come across a case where a player believed that the casino "intentionally" modified one specific game this way, and it was true. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. 

Unless the casino confiscated your winnings, there is nothing we can do and we don't think you are entitled to any refunds.

Thank you very much in advance for your understanding.

Best regards,

Kristina

Hi Kristina, thanks for your attention to the case,

what I mean is that having sent me the email in which they believed I was cheating, I think it is reasonable to believe that they made me lose intentionally, things can easily be connected, because if their system had not detected illicit acts I would have resigned myself to the loss but so no.

Isn't it possible to show this case to a moderate of the casino itself?

Thank you for your reply, its.filo. Please understand that without bulletproof evidence that the casino did something to influence the game, there is nothing we can do. Even if you were right, but didn't have proof, and I asked the casino to be a part of this complaint, do you really think that they would confess to this? And even if the casino had rigged games, it would be rigged for everyone, not just you specifically.

I apologize, but what you are indicating here is a very strong and unsubstantiated claim and we cannot confront the casino just based on your opinion or feelings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, 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.