Ace Casino - Player’s winnings were confiscated over a bonus abuse accusation.

I used the initial deposit bonus of 100% up to $1,000 and deposited $1,000, receiving a $1,000 bonus. Luckily, I won about $6,000 playing slot games and met the wagering requirements.

Afterwards, I submitted my identification documents. Once confirmed, I requested a withdrawal, but I received an email from Ace Casino stating that they considered it bonus abuse and confiscated my winnings, leaving only my deposit amount.

I received the bonus, played according to the terms and conditions, and won.

I believe that my use of the bonus was legitimate.

I consider this an unfair and unilateral confiscation that is unacceptable, and I would like you to investigate this matter.

Thank you.

Since the relevant casino was not listed, I am providing a link below.

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

Dear daikikatada,

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.

Could you please forward me the email you received from the casino after your winnings were confiscated? My email address is veronika.l@casino.guru.

Has the casino specified how you allegedly abused the bonus?

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

I have forwarded the email so please check it.

As you can see from the email, the first deposit bonus was confiscated due to abuse.

Thank you for your email.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Do I understand correctly that you successfully passed the KYC verification?

There is no chance of it being spread to family or friends.

KYC verification has been passed.

Thank you very much, daikikatada, 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 daikikatada,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

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

Dear Ace Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me 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, as a result, the bonus winnings were confiscated and the related accounts were closed permanently.

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 can't accept it.

Also, I can't log into my account, will I be able to withdraw the $1,000 I deposited?

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

Dear daikikatada,

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 before, 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