Art Casino - Player’s money has been confiscated and account blocked.

Good afternoon!

I made several deposits over the months and self-excluded myself several times and the casino sent emails talking about cashback to get back into the game.

I always came back to make a deposit and lost the money, last week I made several deposits after having excluded myself and they sent one of their e-mails I came back I played and won € 3,500 I made the withdrawals and the money never came in, after 1 day I received an email saying that my account has been permanently blocked and my money confiscated, they don't answer my email or chat when I pass my I'd. I will send the withdrawals and the deletion email, I have proof of the last deposits made with my credit card as well.

thanks

Dear Fapoker,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please specify what was the reason you self-excluded yourself from the casino? Have you explained to the casino why you wish to be self-excluded?

When you repeatedly came back to the casino, how did you activate your account? Did you have to ask customer support to cancel your self-exclusion?

I hope we will be able to resolve this issue as soon as possible. Thank you in advance for your response.

Best regards

Veronika

Good morning

I excluded myself in the casino itself, because I only lost money there and never won, after a few days I excluded myself they sent an email saying that I had a cashback that was to contact support and play again, I did one of those rounds I won around 4000€, I put 1000€, 1000€, 1000 and 500€ for withdrawal and played the rest, they blocked me from the casino and they didn't answer me to any e-mail and in the chat when I pass the username they don't answer anymore .

I'm going to send the email they sent to play again, it was several every time I auto deleted.

there were 5 times that auto excluded and they agreed by sending an email to return. I have the 5 emails as proof.

thanks

Thank you for your explanation. Could you please send me the screenshot of your response to the email you just put in here?

I never replied to these emails, I asked in the chat to unlock and the chat asked me to send the screenshot of the email I received.

Did you request to be self-excluded because of a gambling addiction? Or were you just dissatisfied that you never won there?

I was with Vicios, playing in several and I excluded myself so as not to play in any more, but this is another one that is part of the same company Thor casino sent me the same email almost at the same time, because I had already excluded myself from 2 for 5 times and every time I came back I lost a lot of money and excluded myself, I had a bad time because I lost again and it was a lot of money.

thanks

Have you received any specific explanation about the "unfair advantage" which was the casino's reason for blocking your account?

What types of games have you played?

Have you accumulated your winnings with or without an active bonus?

I didn't have a bonus, it was always cashback but I already spent it at the beginning, I like to buy bonuses and that's all I did, nothing else, I bought several bonuses and I got one right, I don't know what an unfair bet is, I always deposited little by little €100 by €100 more or less and I was playing.

If you can, you can ask for my betting history and you'll see that I always played the same games.

I'll ask for my betting history by email but, they never reply.

In their other casino they have the same complaints that when they win a good prize they block it for any reason and confiscate the money.

thanks

Good afternoon

I made a history request and the reason why my account was deleted again and once again they turned off the chat but I took a print

and I told them I was going to send it to the casino guru and they deleted the messages right away.

Thank you very much, Fapoker, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will assist you. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

OK thanks

Hello there,

Thank you Fapoker for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Art Casino for their help in resolving this complaint. We would like to know why was the player's money confiscated and account blocked and what can we do to help resolve this issue.

Thank you!

Dear Fapoker, I was able to contact a casino affiliate and was told that you are in breach of this rule:

32. Fraudulent Activities

32.1 We have a zero tolerance towards inappropriate play and fraudulent activity. We will seek criminal and contractual sanctions against any person involved in or suspected of involvement in fraud, dishonesty or criminal acts, or collusion or suspected collusion with other persons involved in fraud, dishonesty or criminal acts. This includes, but is not limited to, cheating, game manipulation, attempting to defraud us or other users of the website, payment fraud, payment reversals, use of stolen credit cards, money laundering or other attempts to deposit funds obtained from ill-gotten means. We will withhold all payments to you where your involvement in any of the above acts or activities is suspected and we reserve the right to suspend or close your Account and bar you from further participation in the website.

The casino doesn't want to discuss this complaint with us further so I can only recommend you to contact their regulator which is Antillphone Gaming Authority (complaints@gaminglicences.com or certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Good afternoon Peter

i will contact them as i have not done anything illegal and my deposits have all been paid by my accounts.

thanks

I will mark the complaint as "unresolved" in our system. Thank you for your cooperation. I am sorry we could not be of more help on this occasion. Please let us know what will be the regulator's decision on this matter.

Best regards,

Peter

Dear Fapoker,
We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.
Thank you in advance for taking the time to reply.

b night I'm still waiting. The casino does not show me the evidence that I did wrong.

Dear Fapoker, have you contacted the licensing authority as I have recommended in our previous communication? Thank you in advance!

Goodnight!

I contacted them and am waiting for their response.

I contacted you via both emails.

Is there any other place I can contact you?

thanks

Dear Fapoker, contacting the licensing authority is enough. Please keep me informed about any further developments. Thank you in advance!

Dear Fapoker,

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.

Good morning!

I have already sent 3 emails and have not received a response, my lawyer will try to get in touch too. Thanks

Thank you for the update. We will close this complaint for now as "waiting for a decision from the regulator", thank you for your cooperation.

Best regards,

Peter

Dear Fapoker,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.