Art Casino - The player's account got closed.

O Cassino em questão desativou minha conta injustamente.

Ganhei R$1.000,00 e depois mais R$1.000,00 em uma roleta através deste cassino, porém, baixei esse saldo até restar um pouco mais de R$400,00.

O Cassino alegou que tenho contas duplicadas, porém, eu verifiquei essa conta com meus documentos, número de telefone e endereço.

Realmente havia uma outra conta registrada através do mesmo computador, porém, era do meu irmão e ela não estava verificada.

Poderiam ter desativado a conta do meu irmão, não estava verificada e não tinha saldo. Mas fizeram o que? Desativaram a minha que estava verificada com os documentos e principalmente porque havia grande saldo em dinheiro.

Hello gracioli95,

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

Could you please advise which account was created as first? Did both account claim any bonuses in the casino? Did the casino give you the opportunity to verify the other account as well?

Looking forward to your answer.

Regards,

Nick

Nick, boa noite!

Primeiramente obrigado pelo contato!

Respondendo suas perguntas:

A primeira conta criada foi a "gracioli95", que estava verificada com os meus documentos.

Ambas as contas reivindicaram um bônus que concedia 20 giros grátis em um determinado jogo. Após minhas rodadas grátis, utilizei o saldo para continuar no mesmo slot, no qual ganhei R$37,00 aproximadamente.

Não foi concedida a oportunidade de verificação da outra conta, com os dados e documentos do meu irmão.

Hello gracioli95,

As long as your account was created first and verified, the casino should have close the second account as it was the duplicate one. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello gracioli95,

I will assist you with the complaint from now on. I familiarized myself with the situation and I will do my best to help.

As Nick explained earlier, if your account was created first, we believe your winnings should NOT be confiscated. I'll try to contact the casino and learn more about the issue.

Artcasino,

could you explain your position on the situation?

Até o momento ainda não obtive acesso

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi there,

Please note we have deactivated both accounts according to General T&C and also Bonus T&C. We as a casino have really no clue why such complaint is opened as "legitimate case"

Player confirmed by itself: There really was another account registered through the same computer, however, it was my brother's and it was not verified.

We did security check at the time of withdrawal and noticed multi ip account, immediately two accounts were blocked.

Artcasino Team

Hello all,

Thanks to Art Casino for their reply.

While it is normal for a casino to have a rule stating one account per household/IP address/player, we feel each case should be considered separately. If the player has multiple accounts and has used them to repeatedly gain bonuses they should only receive once, this is obviously a clear breach of the terms and an unfair advantage.

However, if there is no clear advantage gained by the player and it is conceivable that an honest mistake has been made (for example, the player forgot they registered a long time ago and registered again), we do not think a player should have their winnings confiscated.

gracioli95,

Could you please explain if your brother opened his account after you achieved your win, or before? Did you clear your wagering on slots, and after that, you played roulette, or did you complete your wagering on roulette?

Hello Casino.guru

Player has violated our general T&C under clause 6.3.

6.3 You are allowed to have only one account. If you attempt to open more than one account, all your accounts may be blocked or closed. You are not allowed to sell, transfer or acquire an account with us from any other user. In addition if there is any kind of connection between player account with other accounts registered with artcasino.io. We reserve the right to close any accounts that are traced to the same address, IP address or computer or are suspected of having been transferred between users and freeze any winnings on those accounts. To avoid doubt, a group of players shall be considered 2 or more players linked together based on device information, betting behavior, gameplay history, IP address, and/or personal details. If we have deposited any bonuses, winnings or other funds into an account, we reserve the right to remove such funds at any time.

Relavant proof will be send seperately to your email. We have no further comments.

Artcasino Security

Dear gracioli95,

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 casino.guru,

It will change absolutely nothing whether player answer or not. It is not about wagering, disabled games or any other reason you might have.

Our decision here is final and if there is any concern or question please turn to curacao gambling regulator for detailed answer.

We wil take this as unlawfull act from casino.guru to not to close the case immiedetely after relevant proofs have been provided together with relevant general T&C.

Artcasino Compliance

Desejo, se possível, contatos com o regulador de jogos de azar de Curaçao

Hello gracioli95,

I understand your decision, the casino is licensed under Curacao Antillephone. If you wish to contact the licensing authority you can do so via email (certria@gaminglicences.com). Please let me know when you contact them and how they responded(tomas@casino.guru). I am sorry I could not be of more help on this occasion.

I will now close the complaint as 'waiting for regulator decision'. Thank you for your understanding.

Best regards,

Tomas

Dear gracioli95,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at tomas@casino.guru 

On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases 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.

Best regards,

Tomas

Dear gracioli95,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.