Ace Casino - Player’s winnings were confiscated.

ACECASINO

https://theacecasino.com/ja-jp/my/account/bonus

My cash was confiscated on this site.

The responsible department can be reached at

support@theacecasino.com

The license number is

License Number 365/JAZ

After using the initial deposit bonus and fulfilling the conditions, my identity verification was completed successfully. However, when I tried to withdraw my funds, I was told it was a case of bonus abuse, and only my deposit amount was refunded.

I only used the slot bonus for slots, so I have not violated any terms and conditions.

Also, this was my first registration.

Thank you.

Dear gjsuw73,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise if you used a VPN when creating your account or while playing?
• Do I understand correctly that this was the only explanation from the casino that you received? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

I played it on my mobile phone.

I am not using a VPN or any proxy.

This is the email I received from ACECASINO, so I have attached the documents.

Thank you for your reply, gjsuw73. Could you please advise if you created more than one account at this casino? If not, is there any chance that someone from your household or using the same IP address has also created an account at this casino?

No one in my family plays online casinos.

I don't know anyone who does either.

Thank you very much, gjsuw73, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello gjsuw73,

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.

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

Dear Ace Casino,

Can you please provide me with information regarding the player's supposed bonus abuse? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

My ACECASINO account has been frozen

Also,

I received an email like this

Please also investigate this

Hi Michal,

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

Regarding the case with player gjsuw73, 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 listed below, as a result, the winnings were confiscated and associated accounts were permanently closed.

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General Terms and Conditions

3.12

You understand and agree that we strictly prohibit collusion and fraud on your part. We reserve the right to void any bets that we reasonably believe have been made as a result of such conduct and to forfeit and close all funds from your account if we reasonably believe that fraud or collusion has taken place.

Promotional Terms and Conditions

2.2.3. Fraudulently profiting or attempting to profit from any bonuses, promotions, offers, etc. of the Site.

8.5. If we reasonably determine that your actions are fraudulent (including but not limited to: 1. multiple accounts operated by the same person 2. deposit/withdrawal accounts/wallets associated with other accounts) for the purpose of misusing or abusing the bonus, we reserve the right to void all bonuses and winnings and reserves the right to immediately close the associated accounts.

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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.

I only have one account

My account has been frozen and I haven't been able to recover my deposit.

If you cannot provide supporting information, we will treat your request as an unjustified seizure.

We have no choice but to accept it.

If you are going to do that, then at the time of payment

If you had notified us immediately, we wouldn't have had to go to such lengths. I can't help but think that this is just harassment to get the prize money.

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

Dear gjsuw73,

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 for bonus abuse also 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