The player from Austria deposited 100 EUR at Ares Casino and won 1000€ playing with a bonus. However, when they tried to cash out, the management blocked his account denying him access to his winnings. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy”.
Ares Casino - Player’s account was blocked and his balance was withheld.
Black points: 106
Amount: €1,000
Ares Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
9 months ago
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9 months ago
Translation
Have normal deposit at Ares Casino amount of 100 EUR with bonus code VIP 400%. Got 500 EUR for playing but I had to bet 50 times for free. I did and the bonus was through and then I would no longer have bonus money but money in my account and continue to play normally. Won 1000 EUR and wanted to cash out. Menagment edited and approved. 1 day later my account is blocked and I no longer have access to my account. I contacted online chat support and wrote to me that my account is closed due to the decision to increase management and I am not receiving my payout. They just blocked me for no reason and canceled my payout. I find that fraudulent.
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9 months ago
Dear vujicicboris5,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ares Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please advise how long were you a player of the casino and when exactly was your account blocked?
How did you learn about your account being blocked? What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
Do I understand you continued playing with your balance after the wagering of the bonus was complete? What was your balance right after you finished the wagering of the bonus, please?
Please send the email you received from the casino with the justification for blocking your account to my email at tomas@casino.guru or post a screenshot of it here.
Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
Translation
Hello Thomas
Thank you very much for your quick response
I found out about blocking if I could not log in. I believe the ban was on Friday 07/07/23 or Saturday 07/08. am not sure anymore! After playing through the bonus, my account was between 100-200 EUR and I won 1000 with this money. Got free play and then won over 700-800 EUR and played a bit more up to 1100 and wanted to cash out. Slots played were Lord of Ocean, Book of Dead, Book of Ra, Lucky Lady and many more.
In appendix communication
Thank you
Hello Boris *****
Edited by a Casino Guru admin
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9 months ago
Translation
Lucky Lady is the name of the game and there I think I won 60 free games on a bet of 5 euros
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9 months ago
Dear vujicicboris5,
Thanks for the detailed explanation. At this stage, we would ask the casino for details of your gameplay in order to determine if their decision was valid or not.
Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall safety index of the casino, which is already 'very bad'. I understand this isn't a satisfactory solution to your issue however, this could change the casino's approach in the future.
Regrettably, it seems to be a common practice of Ares Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Ares Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
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