Avantgarde Casino - Player's whole balance has been confiscated.

i think their casino may have been hacked I was chatting with online help to submit identity verification and address, I did so then I deposited 25 $ then had to deposit another 25$ because I wanted to withdraw in bit coin not to bank account. they just added the funds to my balance and said it was being processed that Io could not withdraw 150 $, okay fine I emailed and checked status because it had been 7 days they then said it was too long from when I started bonus and it was for fitted to basically fake chips. well fine but what about the S50 bucks I deposited?

Dear shastalove28,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify the "fake chips"? How come you played with something like that?

Do I understand correctly that the casino confiscated your whole balance including the money you deposited?

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

Best regards,

Kristina

i didn't chose to play with fake chips today I was told that since it has been 30 days since I opened my account that all bonuses were now non withdrawable an it's basically bonus money to play like free chips. I responded that it said only that funds would be forfeited if an account was inactive for 30 days like I didn't log in and that it hadn't been 30 days since I activated the bonus and I deposited as well.

and no it's not confiscated I just have almost 300$ of money that is non withdrawable.

are you able to see the emails and chats from the casino to me?

l have to edit my amout deposited. I am sorry I only deposited 10$ by bitcoin not 25$

Thank you very much for your reply, shastalove28. No, I do not see any emails or chats. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

have you spoke to anyone representing the casino? I feel like I have had to do way more than necessary dealing with them already. the time it took to verify identity then bank then address then talking to them waiting for emails setting up bit coin accounts just to be able to work around their guidelines now having to repost them all or find and send just seems like verifying and doing way more than should ever be asked of me.

it clearly states I started within time frame and logged in within the 30 days and completed wagering.

but this says I claimed a 25$ promo not the 10 I actually did so what is this?

Please note I still have not received the requested communication between you and the casino. Please forward it as soon as possible so we can proceed with this complaint. Thank you.

i don't have the chats but this is the ones from when I they told me not only was the maximum cash out 100$d but that it was a fixed amount that I had to have the bonus and 100 and the 25 I deposited on top of that. I had under 200 so I deposited to make it 200 but they said my 25 didn't count towards the 100 I needed to do the "fixed amount" then I played got over 200 stillo couldn't deposit or couldn't withdraw so I made a Bitcoin deposit. all the other conversations were on their website on chat so when I closed the window those chats went away.

Thank you very much, shastalove28, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear shastalove28,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Avantgarde Casino to join the conversation and participate in the resolution of this complaint.

Dear Avantgarde Casino,

Can you please clarify the situation further?

Kind regards,

Adam

Thank you Kristina and Adam.

Hello and thank you,

According to our T&Cs, only a customer who has deposited within the past 30 days is eligible to cash out from a free chip. Since this is a new account with no real play in its history, the customer needed to activate her account with a deposit in order to withdraw. (up to 30 days from the day the account was created)

The customer made three attempts to activate her account with a deposit but none of them when through.

Therefore, she was ineligible to cash out her $100.

Thank you,

Avantgarde Support

This is not true. I did too make deposits. I did it online while chatting with a customer service rep in the chat window. And please show me where it says in the original rules that I cannot cash out a bonus after 3o days of becoming or opening an account with the casino. I saved the rules I read and agreed to and no where does it state that after 30 days the bonus is basically fake money because you are still sending me emails daily for more free chips so how would that work since it's been way over 30 days since I opened the account how the hell would the free chips be able to be cashed out then. if you can't cash out a ND bonus after 30 days of opening account why then are you sending me emails to come play with more free chips with only a 15 or 30 times okay through?

and your last email said that I couldn't cash out after 30 days and I have email saying do not coin

I would be extremely happy with just getting my 35 dollars back I don't care about the bonus

Dear shastalove28,

The casino is stating that you have never made a deposit before, can I ask if you have any proof of the deposits you have made? If you do, could you please forward any relevant information to my e-mail, adam.m@casino.guru?

Kind regards,

Adam

I can have proof of fraudulent activity on my banks account that my bank caught and informed me of then they issued me a new bank card. same time as I deposited there but I am still waiting to hear from the bank my first email was sent to wrong address and was returned. as for bit coin I have a few transactions but I don't know which one is to their casino as on their website you just enter your Bitcoin address so I never see where the payment went to so hard to compare to my Bitcoin bank statements

Dear shastalove28,

Please do let us know when you have heard from your bank.

Dear Avantgarde Casino,

Please forward the player's entire transaction history/account usage to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Hello Adam,

The transaction history was sent to your email.

Thank you for your help and please let us know in case there is anything else we can provide.

Avantgarde

Dear shastalove28,

The casino has provided evidence to suggest that none of your deposit attempts were successful.

Can I ask you if you have anything to support that your deposits were completed as you mentioned? Have you heard anything further from your bank, or perhaps have a record of the Bitcoin transaction?

Kind regards,

Adam

Dear shastalove28,

Please respond and address my previous questions. I will extend the timer for 7 days, please be aware that if we do not hear from you within that period the complaint will be rejected.

Kind regards,

Adam

Adam,

As I have stated I am not comfortable sending my banking information for you or anyone else to reviews and if I wanted to as I am sure a fraud of a casino could I could send you any kind of statement I felt like typing up. If they are not trustworthy establishment I am sure my transaction history was blank. How else would they steal from people.

Dear shastalove28,

Please be aware that for us to assess the situation effectively, we need all parties to cooperate and provide the information requested.

Unfortunately, if you are unable to cooperate with us in this respect we will have no choice but to reject the complaint as we will not be able to investigate any further.

I would like to ask once more if you are able to provide any proof of the deposits from your side.

Kind regards,

Adam

Dear shastalove28,

Please respond and address my previous questions. I will extend the timer for 7 days, please be aware that if we do not hear from you within that period the complaint will be rejected.

Kind regards,

Adam

Adam,

I understand your position and your limitations and also the rules and guidelines you have to do what you do in this regard for your position in this situation, I can appreciate that you are doing what is regulation or standard protocol. What I won't be able to do and sleep at night or have any peace of mind is to fork over more personal documents to complete internet strangers. I don't know your affiliation with the casino at all and there are no confidentiality contracts .

I was already burned once so if I give again and get burned I'd have no one to blame but myself which I again will say I have decided is not worth me taking the chance on. So thank you for all your time and effort it is greatly appreciated but I will not be sending along any u of my bank statements or anything of the sort. thank you but no thank you. I only hope that you don't remove this complaint so that it atleast is here or others to take with a grain of salt and maybe it will save someone else the headache the 35$ and the embarrassment of being taken advantage of by this casino.

Dear shastalove28,

I understand your point of view regarding the documents requested, but as mentioned, we are unable to continue investigating or draw any sort of informed conclusions without all the necessary information to hand.

I will therefore reject this complaint now, but please be assured that it will remain viewable to the public.

Kind regards,

Adam