Arlekin Casino - The player's winnings were voided.

I deposited $50 and got a %100 deposit match making my balance $100. On my second spin betting $1.40 I won $1800 on a line hit. I quickly went to withdraw but saw it was locked by the deposit match. Which was absolutely fine I knew I would have to hit the wagering requirements. I continued playing to meet the requirement. I finished the requirements and went to withdraw $1500 . They declined my withdrawal because I went over the max bet. When accepting the bonus offer it did not tell me I had a max bet while on a bonus, nor did the casino stop me from wagering over the max bet, which other casinos will do while you're on a bonus. I found the terms and policies in very small fine print at the bottom of the home page. I play ALOT and this is the first time I have been denied a withdrawal. The casino put my balance to $50 and I have now withdrawn that, but it is taking forever for verification. Like I said I PLAY ALOT on many different sites usually verification only takes a few hours. I am discouraged now from using this casino which is unfortunate because they did have some good games.

Hello Mich003,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Arlekin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you bet over the maximum allowed limit - is it also possible to forward your betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick ,

I am not verified no ! They are asking for a document from my bank which simply dose not exist and have declined all other documents submitted to them proving my bank account is mine. I just checked my account all my betting history from my bonus is gone. I did bet $10 -$20 when the max bet is $7.5 on bonus money I checked the policy after they declined my request. I last spoke to the casino yesterday about my verification and what I needed to submit and they kept telling me I need to submit a screen shot with a code CA followed by numbers from the e-transfer I sent them. My e-transfer I sent them had a different set of numbers so they wouldn’t accept it . They also told me over and over again that my withdrawal was canceled due to betting over the max and kept sending me a link to the policy. When adding the bonus to my account all it said was a wager max 40x . It did not state anywhere that I needed to bet under a certain amount

Hello Mich003! 

My sincere apologies about the matter. 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. I'm sorry to hear that your experience at our casino was clouded by this situation.

I was also informed by the security department that the last document, needed to complete the verification process, was uploaded to your account but was deleted before the agent was able to check and approve it.

Please, upload the requested document once again and do not delete it before you get the answer. If any additional information is necessary, you will be informed via email.

Best regards,

Arlekin Casino team

I did delete it because it was the same document I had already submitted. I’m going to submit it once again. But I know it won’t be approved. You’re asking of a screenshot of my bank account which I have submitted and they declined it. You want a screen shot of the payment to the casino which I submitted and they told me the code was wrong. As for the betting policy, upon depositing my money all I saw was a 40x wager on the $50 I deposited no where did it state that I could not bet over my currency of $7.5 . It stated it in your policies at the bottom on the home page. Casinos usually block you from betting over the bet max to prevent this from happening. If I had known this I wouldn’t have bet over Max

Hello Mich003,

Please let us know the outcome of the verification once you resubmit the documents.

Regarding the max bet, the casino had their terms on their site all along and as they are general bonus terms, they are applied to every bonus you claim (https://www.arlekincasino.com/bonus-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."

Unfortunately not know something is not an excuse as every player agrees to terms and conditions when registering and is obligate to read them.

Good afternoon Mich003,

I was informed by the support team that all the documents you have uploaded before were accepted and the verification of your account is completed.

Best regards,

Arlekin Casino team

Yes I was approved yesterday

Hello Mich003,

Can we mark the complaint as resolved as your account got verified or is there anything else we could assist you with?

Dear Mich003,

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.

Hi Nick ,

Yes I guess it can be closed. I’ve excluded my account with the casino as well. I don’t think it was the right one for me. Thanks for the help

Dear Mich003,

As I know, your account is on the website was temporarily blocked by your request.

If you insist on canceling to forever - please, contact the support department via support@arlekincasino.com the LiveChat support.

Best regards,

Arlekin Casino team

Dear Mich003,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru