Anarchy Casino - Player’s account closed after bonus usage.

Hallo, ich hab vor wenigen Tagen meinen willkomensbonus benutzt und 5000€ gewonnen .Nun sagt das Casino ich habe manipuliert und hat mein konto geschlossen und möchte das geld nicht auszahlen, bitte ich brauche hilfe, ich weiß nicht wie man Slots manipuliert darum bitte ich auch das casino das es sicht mir gegenüber öffnet und mir beschreibt was ich manipuliert haben soll.

danke

Dear tom27,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’re facing regarding your winnings at the casino.

To better understand the circumstances surrounding the closure of your account and the accusations of cheating, could you kindly provide more information on the following points:

• Can you recall any specific actions or events that might have triggered the casino's accusation of cheating? For example, were there any unusual patterns in your gameplay or any technical issues that occurred while you were using your welcome bonus?
• Have you received any communication from the casino regarding the specific reasons for accusing you of cheating? If so, could you provide any details or documentation related to this communication? My email address is petronela.k@casino.guru.
• Are there any terms or conditions of the welcome bonus or the casino's policies that you might have unintentionally violated, leading to the closure of your account?

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

Hallo,

• Mir ist kein ungewöhnliches Muster aufgetreten oder derart etwas anderes ungewöhnliches, ich habe beim umsetzen ca.2500€ gewonnen das war das ungewöhnlichste aber das ist ja wohl möglich das man auch beim Spielen gewinnen kann ich denke das ist normal wenn man in einem Casino spielt.
• ich sende ihnen eine email zu mit der email leider habe ich noch keine antwort vom casino erhalten.
• Es gibt Bonusbedingungen aber an diese habe ich mich gehalten keine verbotene spiele und nicht über Max. wetteinsatz gespielt

Danke und gerne mit freundlichen grüßen

Thank you very much, tom27, 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 tom27,

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 Anarchy Casino to join the conversation.

Dear Anarchy Casino,

Could you please provide more explanation on how should the player manipulate the slots played? Can you please forward any evidence to me at michal.k@casino.guru to support your claim that the player has engaged in not-allowed gameplay breaching your bonus rules and thus is not eligible for the bonus winnings?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear tom27,

I wanted to provide you with a quick update. I have managed to contact the casino representative successfully. While I did receive some information, I have requested additional details along with supporting evidence to gain a clearer understanding of the situation. I anticipate receiving this information soon so we can progress with your case.

Danke ihnen für ihre Mitarbeit, ich hab das Casino versucht nocheinmal zu kontaktieren, leider ohne erfolg und ohne antwort.Ich freue mich das es bei ihnen geklappt hatt.

Danke für die positive nachricht.

Mit freundlichen grüßen

Dear tom27,

I have received the following response from the Anarchy Casino team:

Hello team!

Please kindly note that, after careful examination of the situation, for this case, we found that the player is employing a strategy to take advantage of the '806999 - Welcome Offer EUR - €500.00' bonus. This player has played the high-volatile game 'Coins - Marching Legions' and has been consistently wagering the maximum bonus amount of '€5.00 per spin'. As a result, he has managed to accumulate significant winnings.

We have observed other players using this strategy in other casinos to obtain big winnings using this technique.

The T&C applied:

1.23. We reserve the right to audit your game play/transaction logs. You hereby consent in advance for us to do so. If, after an audit, it transpires that you participated, or attempted to participate, in a manipulative game strategy to take advantage from the bonus being rewarded to you from the casino, we hold the right to deny, withhold, revoke or withdraw your entitlement to any promotion, winnings or bonus, or terminate your association with our website and/or block your account. In such circumstances, we shall be under no obligation to refund any funds that may be in your account other than your original deposit amounts.

Do any of your family members or friends have an account at Anarchy Casino? If so, have they claimed the same bonuses and played the same games in a similar manner as you?

Hallo Guru,

Nein mir ist nicht bekannt das sich ein Freund oder ein Familienmitglied bei anarchy casino spielt, ich spiele gerne  hochvolatile Spiele, damit man mir auch nicht vorwerfen kann das ich dann versuche den Bonus ohne verluste zu umsetzen. Es ist möglich das menschen in meiner stadt auch bei casinos spielen bei denen ich angemeldet bin aber dafür kann ich nichts ich war schon immmer ein Highroller spieler der auf 5€ einsatz spielt , selbst beim umsetzen benutze ich  hochvolatile Spiele damit man mir nichts vorwerfen kann das ich ohne verluste den bonus umsetze.

Danke für ihre mitarbeit mit freundlichen grüßen

Dear tom27,

At this time, I agree that your gameplay should not be an issue. While many casinos have rules against switching from high volatility slots and large bets to low volatility slots and low bets after a win, we need to question the assumption that switching from high-risk to low-risk betting after a significant win gives the player an unfair advantage. This behavior is quite reasonable, as even avid gamblers tend to become more cautious after winning, fearing potential losses.

It's important to remember that all casino games have a house edge, ensuring the casino's profitability even with low-risk bets. Therefore, there is no valid reason to penalize such gameplay.

I am still awaiting additional information and evidence from the casino team to better understand the situation and, if possible, to find a suitable resolution.

Danke Michael, ja das kann ich verstehen aber in meinem Fall ist es anderst ich habe mit einem spiel gestartet das Hoche Volatilität hat und den bonus habe ich auch mit hocher volatilität umgesetzt der gesammte bonus wurde mit hoher volatilität umgesetzt deswegen kam es auch zu einem großen gewinnen beim umsetzen von ca. 2.500€. Danke füre ihre mitarbeit und Zeit

Mit freundlichen grüßen

Dear tom27,

Although I'm in communication with the casino representative, I have still not received all the information and evidence from the casino team I requested, and it started to show signs that the casino team is not willing to find a suitable solution to your issue.

I will extend the timer for 3 additional days to give extra time for the resolution of your complaint, but if we don't receive the requested information and the casino team will not further cooperate, I'm afraid we will have to close your complaint as unresolved.

Danke für ihre Mitarbeit

freundliche grüße

Dear 1979mandm1979,

I recently engaged in a comprehensive discussion with the casino representative regarding your situation. While I understand their perspective that your gameplay aligns with their definition of bonus abuse as mentioned here:

We however need to question the assumption that switching from high-risk to low-risk betting after a significant win gives the player an unfair advantage. This behavior is quite reasonable, as even avid gamblers tend to become more cautious after winning, fearing potential losses.

It's important to remember that all casino games have a house edge, ensuring the casino's profitability even with low-risk bets. Therefore, there is no valid reason to penalize such gameplay. As we mentioned in Our Position on Banning Betting Patterns and Strategies

Although I was trying to explain our position and find a suitable solution with the casino team, sadly, they maintained their initial decision. We had to close this complaint as unresolved, which will have a negative effect on the casino rating.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the casino gaming authority, the Kahnawake Gaming Commission here Dispute Resolution - Kahnawà:ke Gaming Commission or directly to their email at complaints@gamingcommission.ca, and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru