arcanebet Casino - Player's winnings were confiscated.

Signed up with 10e got 10e bonus after a few hours messing on 20c spins I had 322e all of a sudden balance disappeared so go to chat and agent says yes it seems like you have 2 accounts I said I wasn't aware I had opened one previously he says no probs I'll close the other one and make this one ur only one and released funds back to me.. brilliant.. great customer service...long story short 7hours later I hit big on hyper spin 4790euro Play a bit more and reach 7000e... couldn't believe my luck so cashed out, verify i.d. etc get email saying yes ur good to go for withdraw so take out 6000 leave 1000 to mess with check back 2 hrs later...BOOM..all funds voided...reason? You have 2 accounts.. absolute robbery so that's my experience with arcane bet. Mafia

Dear paulosullivan1300,

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

Did you create another account in the casino in the past to your knowledge?

Could you please send me any communication (emails, chat transcripts) between you and the casino about the issue? My email is tomas@casino.guru

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,

Tomas

Hi tomas, yes it was possibly me who opened 1st account while drunk or whatever but the point is I didn't recall opening and the chat agent said no probs I'll close the other one which he did and released funds back to me,now at that point I had only 330e or something like that and still in wagering requirements, remember I only deposited 10e and got 10e bonus so to seieze 7000e seems very unfair don't you agree..why didn't they seize the 330 and be done with it? 8hrs play that took....they are saying severe breach of conditions by claiming bonus twice...it was 10e for god sake and I genuinely could not recall opening first one.

Dear paulosullivan1300,

thanks for your patience.

Could you please advise if you made any deposits on your new account? Did you redeem a welcome bonus with a new deposit or not?

At the time the casino transferred the 330 € to your new account, was the welcome bonus on your second account already active?

Could you please forward the communication between you and the casino where the transfer of 330€ to your new account was arranged? Send it to tomas@casino.guru

Thanks in advance.

Hi Tomas, ok so I deposited 10e and got 100% match of 10e on the p*****2 account which was the new one, when the 330e disappeared of the screen it was the new acc and I got onto Alexander I think was his name on chat and he said ok so we will close pablo1eye acc and leave p*****2 as the main acc and he released the funds to p*****2 acc...nothing was in pablo1eye account as that's the one I didn't or forgot I had...so all winnings were from the initial 10e plus 10e on the new account...I'm not 💯 sure on if wagering requirements were met when the 330 was released but it was pretty soon afterwards and then I was playing with cash...I didn't screen shot the chat at that time as I didn't expect to be in this situation if you get me.

Regards Paul

When I checked my bank account I had deposited 33e on the first account couple of months ago but there was nothing in it when they closed it...do you think you have any chance of getting even some of my winnings back Tomas? Only bit of luck I've ever had 😞

Thanks for your reply.

The casino support claims they sent you 2 emails. Could you please forward me the first email 'Julia' from casino support mentioned to you in this conversation? Thanks in advance. Please send it to tomas@casino.guru

Thanks for your emails.

It seems improbable the casino, knowing that you had 2 accounts each with a welcome bonus would allow you to withdraw any winnings from the second welcome bonus.

In the emails you provided you weren't promised any winnings will be honored, and unfortunately, you don't have any relevant conversation from the casino that would show the casino will honor your winnings from the balance that was returned to you either. The fact the funds were unfrozen on your second account also doesn't automatically mean the casino would honor winnings from them.

Under these circumstances, we wouldn't be able to confront the casino and will reject your complaint as unjustified.

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 issues with any online casino in the future.