Arlekin Casino - Player has been accused of playing restricted games.

This casino cancelled a 30k withdrawal. I played using bonus money and won big. Games would state that I wasn't allowed to play due to bonus terms. Then they cancel the entire withdrawals.

Dear Ajb777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus.

Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino? Which exact bonus you activated, please?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela,

Thanks for getting back to me.

It was my first bonus and it was a 100% match NZD250. I would have a warning if exceeding bonus buys over NZD60 in total and roulette or casino non slot games over NZD150. In fact it would not allow me to stake over and above these wager amounts. At no point was advised by any software that I was breaching terms.

They let me play for 3 days and also answered questions about withdrawals. Then this morning I wake up and my entire balance has gone.

They won't let me log on and have in effect stolen my initial NZD250 deposit.

How these scammers are allowed to operate and hold a license is beyond me.

They didn't even email to tell me that they were cancelling all my withdrawals.

I am disgusted by this casino. You literally can't win. I've gambled for many years and lost lots. When you do win they just don't pay.

Dear Ajb777,

Do I understand correctly that the casino accused you of playing restricted games while completing the bonus wagering, or you were accused of placing bets greater than the allowed ones? Thank you.

Dear Ajb777, 

We apologize for the inconvenience caused. 

Our payment officers acted strictly according to our Terms & Conditions, which state that max bet while playing with a bonus has to be 5 EUR or equivalent in another currency. You've placed bets higher than this amount, that is why the winnings were deducted till the initial amount of the bonus. 

I also see that you have put some access limitations on your account by yourself, and later it was blocked due to possible gambling problems. We are a responsible casino, and if any signs of gambling issues are shown in the conversation, we consider it our duty to prevent the customer from further playing to minimize the damage.  The funds, that were at your account in the moment of closing, were returned to your account. 

I'm sorry to hear that your experience at our casino was clouded by this situation.

Best regards 

Arlekin Casino. 

Dear Arlekin,

1) Explain why if I violated these terms you allowed me to play for 3 days thus completely wasting my time?

2) Why did your staff confirm details of withdrawals if they knowingly knew this process could not be enacted?

3) Why did I have warnings when placing certain wagers? My understanding was these were the restrictions within the bonus terms.

4) Why under the 'My profile' section is there an indication of how much wager I had done and to complete? What is the point in that. It did not give me any warnings. It told me I was successfully completing wagering.

5) I placed cooling off restrictions rightly as I had won 39k then I lost some taking the balance to 30k. After complaining about the above you then restricted my access. These are facilities you offer and I have used. Do you close everyone's account that places a cooling off period? No, you did that as you didn't want me accessing information for a formal complaint to your regulator

6) You did not return my deposit. I deposited 250nzd. You have returned a sum of 246.96 which I have evidenced by means of bank statement. Explain why you are refusing to return my full initial deposit.

So let's summarise, you let me play for 4 days accumulating a balance of 30k from an initial deposit of 250nzd. You could have voided it from literally 1 hour into my play yet you let me play for a further 4 days knowing that I couldn't withdraw. You have restrictions that relate to bonus terms limiting my ability to play games at certain wager levels so how am I supposed to know these aren't bonus restrictions. After completely wasting my time, despite asking you questions about withdrawals multiple times using the live chat you decide to void all my withdrawals and suspend my account. You then add insult to Injury by returning less than my initial deposit.

Who are your regualtors? I want to lodge an official complaint. You can't treat people like this. People should know you are operating a scam. I'm not the only person you've treated like this. Read the reviews. You dont pay out, its a one way ticket for inward payments. You deliberately make terms hidden in fine print so you don't have to pay out when it suites you.

Lets face it and be honest. You never pay out.

A vile experience. Truly digusting. I should have known, Cypriot casino using a Curaçao license. Anyone reading this complaint should use a MGA licensed casino. This casino will not pay out. Google the reviews.

Regards

I empathize with your frustration, Ajb777. Regrettably, we cannot assist you if you knowingly place bets that exceed the maximum allowed limit. While I agree that it would be beneficial if the casino implemented software to enforce maximum bets or immediately halt players who violate the rules, this is not currently a standard procedure. The entire game session is manually reviewed only at its conclusion. To avoid future disappointments, I suggest familiarizing yourself with the general bonus terms and conditions.

Do I understand correctly that you are fully aware of placing several bets that were greater than the maximum allowed? Is there anything else that we could try to help you with, please?

No, I was not aware of the terms. They were never presented to me. See above.

It states wager x40. No mention of max spin amounts. See attached from the deposit screen.

There is a wagering bar within the profile section that stated I was completing wagering satisfactorily. Why would it state this if I was not true.

I think this casino has behaved abhorrently. They still have not returned my deposit in full. I have wasted days of my time both playing the games then trying to remedy this situation.

Can you please advise who this casino is regulated by? How can I proceed with a formal complaint against their behavior?

I am thankful of your help and willingness to help. These rogue casinos are a law unto themselves. What if I'd deposited 30k and breached bonus terms. Would they refund my deposit. No. They take take take. This casino as I said is abhorrent.

Dear Ajb777, dear Petronela let me answer all the points in order to clarify the situation and solve it in the nearest possible time. 

Here are answers to all questions asked: 

1) The bonus wager process is reviewed only after you complete it and request the cashout. That is why you were able to play for the next three days.  

2) The support department does not have any info about the deduction process. So, they just answered all questions you had asked. 

3) I think, you are speaking about bets in amount higher than 75NZD. This is the maximum possible bet allowed at the web-side while playing slot games, it does not matter whether it is made with the real funds or bonus funds. 

 4) This scale just reflects the wager process to make it easier for the player to control it, cause wager percent might differ in different types of games (for example table games or Blackjack). It shows the amount of funds you already wagered, and the amount rested to complete wager. 

5) As I have already mentioned, your account was closed just because you have shown the signs of gambling addiction in several conversations with our employees. In addition, you have threatened our employees and a specific person (if it's necessary, the screenshots of the threats can be provided by request). The fact that you have already created about 10 accounts with the unappropriated names might be also considered as a red flag. 

I can understand your anger and disappointment, however, as a responsible casino, we are obliged to react accordingly to such signs to prevent further damage. 

6) Due to specifics of the payment provider which processed your cashout, there was a small difference between the ordered sum and the received sum. We've already transferred additional funds to your bank account to cover this difference.

All the funds deductions were made in accordance with our T&C's stated on the web-site.

Best regards 

Arlekin Casino. 

You are full of nonsense. Complete nonsense. You can be described as nothing more than scammers.

My conversations with your employees were after my cash out was denied. Given you hide behind the wall of the Internet and won't even confirm to me who you are regulated by, are you surprised I am annoyed. I opened these accounts so that I could speak with you. Frankly I don't care now. You've scammed me, so I will scam you.

For every $ of my time you've wasted I'll open fictitious accounts on your site. If that wastes your time, then so be it. I want you to know what it is like to have your time wasted.

So that's 30,000 fictitious accounts I will open under the friolion entities using a VPN. All will look real and opened using links from your affiliates. I will use real details so other people get spammed with your rubbish.

I am going to make this as difficult as possible for you. I am going to waste as much of your time as I can.

Given you are a law unto yourself you need to be time taught a lesson and I don't care how long this takes.

You are literally the most horrific people I've ever encountered and I stand by every I have said about you and your putrid staff. I have only one word to describe you and that's cancerous

Dear Ajb777,

I'm afraid you can't argue that the bonus terms were never presented to you. They are clearly visible and easily accessible on the website itself. When you registered on the website, you agreed to those terms and conditions.

11) The maximum allowed bet while playing with any bonus is 5 EUR/USD; 7.5 CAD/AUD/NZD; 50 NOK; 17.5 PLN; 600 JPY; 2000 KZT; 5 USDT; 30 BRL or its equivalent in BTC, ETH, LTC, BCH, DOG unless otherwise specified. Max bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game). The winnings obtained by using bonuses become available for withdrawal only after meeting the requirements of all wagering rules.

I'm afraid there's not much we can do to help you with this specific case. Could you please confirm that the entire deposit was refunded?

Dear Ajb777,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

No the deposit was not refunded in full.

These people kept me playing for almost 4 days. They are scum. Plain and simple scum.

Hello Petronela!

I was informed that the initial amount of the deposit was returned to the player's account in two transactions. We can provide you with the confirmations of them if it is necessary.

Best regards 

Arlekin Casino. 

Dear Ajb777,

Could you please confirm once you receive both payments? Thank you very much.

These scumbags can show the proof. I will start creating fictitious accounts on their site. I would encourage anyone that has been shafted by these parasites to do the same. 30,000 fictitious accounts. That's going to expend a lot of their time monitoring. I want then to know what it's like having your time wasted. Total scumbags

Can you please verify if your deposit has been fully refunded? It's important to note that making threats towards the casino will not lead to a resolution. If you indeed violated the maximum bet rule, there is little we can do. Our assistance is focused on helping players whose funds were unfairly confiscated. Is there any update regarding the refund, please?

No they have not refunded me. I am not surprised by this. They are scammers. They wasted my time. Hours of my time. They lead my down the garden path. I will continue to make threats against these scumbags. They are utter pondlife scum they should be lined up and shot.

Good morning, Petronela

From our side, I can confirm that the refund of the initial deposit was made in two transactions and provide you with any necessary confirmations.

Regards 

Arlekin Casino. 

@Ajb777

I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate the professionals at Casino.Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.

@Arlekin Casino

You can forward any supporting evidence to petronela.k@casino.guru.

I haven't and would not attack any employees of Casino Guru. All of my distaste is directed towards the vermin at Arlekin casino. I stand by everything I haven't written about these parasites.

Good evening, Petronela

We have requested the necessary confirmation documents from the payment department, and as soon as we get this information it will be forwarded to you.

Regards 

Arlekin Casino. 

@Arlekin Casino

I will be waiting for the required documents patiently. Thank you in advance.

@Ajb777

Please, if you receive the refund, let me know.

Good morning, Petronela,

All the necessary information was sent to you yesterday. Hope, the attached documents will be enough to confirm both transactions.

Thank you for your patience!

Regards 

Arlekin Casino. 

Great! I have received supporting evidence of an additional $50 transfer. Can you please confirm that you received the first payment of $246.96 and the second one of $50? Thank you very much.

Dear Ajb777,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We are talking about a payment that was made from Kenya. Yes I have received this. These people are dodgy. Why are payments made from Kenya? Total scammers. I see all the fake reviews on your website too. Do you vet how these positive reviews are made? These are 100% fake, it is obvious.

How you permit unregulated scam websites to be reviewed is unbelievable . These people should be in jail.

Since the player knowingly placed several greater bets than the allowed ones while completing the bonus wagering and the casino subsequently returned the deposited money, we will mark this case as rejected.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.