Ace Casino - Player’s winnings were confiscated.

I used my first deposit bonus to play slot games and won around $10,800, meeting all the wagering requirements.

After some time, my account balance was reverted back to the deposit amount. When I contacted support, they claimed it was due to a violation of their terms by using bonus buys.

However, I did not use any bonus buys and did not violate any terms and conditions.

When I asked support for proof, they refused to provide any information regarding the relevant spins or the criteria they used to determine I had used bonus buys.

I am not satisfied with their response and would like Casino Guru to investigate this matter.

Dear naokkk,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Here is the requested text with corrections and clarifications:

Can you please provide me with the exact link to the casino website so that we can assign the complaint to the correct casino?

Could you kindly specify if you have completed the full KYC verification process?

Please ask the casino to send you your gaming history in Excel format from the time you activated your first deposit bonus until you finished wagering, and then forward it to me. My email address is veronika.l@casino.guru.

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

Veronika

https://theacecasino.com/ja-jp/home

Here is the link to the casino.

KYC is completed.

I contacted support to ask them to send me the game history in Excel format, but they refused. I've attached a screenshot of that.

Thank you very much, naokkk, 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 naokkk,

I'm Michal and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter. If you have any correspondence from the casino team in regard to the breaches you are accused of and the voiding of your winnings or anything that might be helpful in resolving your complaint, please forward it to me at michal.k@casino.guru

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

Dear Ace Casino,

We are kindly asking for your cooperation in sharing all necessary information, as well as any evidence, regarding the player's violation of terms as previously explained to them. Please send all supporting evidence to me via email at michal.k@casino.guru

Hi all, 

Thank you for reaching out to us and we apologize for the inconvenience caused.

Regarding this particular case, we conducted a thorough investigation and found suspicious activities across all the parties involved. This activity was interpreted as a violation of our general terms and conditions, and as a result, the bonus winnings were confiscated.

Ace Casino is a licensed online casino and does not tolerate any violation of our terms and conditions, including organized networks that abuse our offers.

Supporting evidence has been submitted to the Casino Guru Team.

Regards.

Thank you for all the provided information and evidence, Ace Casino Team.

Dear naokkk,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - bonus abuse detected by multiple accounts created close one after another linked with claiming the same bonuses, using similar payment methods, depositing the same amounts and engaging in the same or very similar gameplay (including playing the games from the same game provider, placing the same bet amounts and other similarities). Moreover, your account was flagged to be a part of a bonus abuser group that was flagged in other casinos, which cannot be considered a mere coincidence.

Under these circumstances, I regret to inform you that I cannot offer any further assistance, and as a result, this complaint will be rejected. Casinos maintain a strict policy concerning instances of multiple accounts or coordinated gameplay, such as in this case.

I wish I could be of more help.

Best regards,

Michal

Casino Guru