Avantgarde Casino - Player's winnings have been reduced.

I won around 3,000. I put in for withdrawal of 1000. They said it takes 18 business. It took longer and the whole time Noone changed the amount or said I would receive anything less than that. On 4/3/2022 they canceled the 1000 withdrawal and then on 4/5/2022 they sent 198. My coinbase app alerted me on the deposit they never even sent an email to tell me. They ignored me for a couple days after that and then tried to come back and say it was from a bonus but it was not it was on 2/28/2022 that I won and on 3/2/2022 my documents were accepted and approved. I have screenshots and emails of chats and promotions and deposits. If you need any of these let me know.

Thank you

Stacey C***

Dear Stacey, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you accumulated your winnings without a bonus, but the casino claims otherwise?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards, 

Kristina

Thank you very much Stacey for your emails. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Stacey,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, I just want to make sure I understand completely.

You have played with a $300 Bonus, then deposited and played with some free spins (multiple times), and then won the amount of $3000, of which you have requested a withdrawal of $1000 - is all that correct?

You mentioned that the casino's explanation for the changed amount was due to a bonus - do you have a record of exactly what was said?

We would like to invite Avantgarde Casino to join the conversation.

Dear Avantgarde Casino,

Can you please clarify the reason for reducing the sum of the player's winnings?

Easiest way to explain it is to send the screenshots in order. I joined 2/27/22 and was given a 25 free chip that I played out. On 2/28/22 I deposited 3 times in the amount of 50 with no bonuses. It shows the 50 free spins on lions roar twice but shows it only played on 3/6/22. From what u have been told is a free spin bonus is not activated until it us played and the history does not show it played on 2/28/22 the history also does not show a 300 bonus which actually it wasn't a bonus I supposably won that amount but never clicked the link to claim it plus had to do verification first and we had already started the verification on 3/1/22 for the withdrawal of 1000 bitcoin. The documents and withdrawal was approved on 3/2/22. I won the money on 2/28/22 and requested the withdrawal on 3/1/22. The almost 2000 that was left I played until 3/6/22. On 4/3/22 it shows the 1000 bitcoin under reversals as cancelled then on 4/5/22 the 200 showed up under withdrawals and that's what showed up in my coinbase account but it was my coinbase that alerted me not the casino. I couldn't get a response out of them for days and they tried to tell me that it was because of a bonus and that actually they were only supposed to give me a hundred but was

generous and gave me 200. It's simple they just don't want to pay what's owed so they added the same bonus and put the timestamp of the deposit with it but it doesn't show in the wager because it wasn't given on 2/28/23 it was given and used on 3/6/22. This is the only casino I've ever had this happen with and personally I don't think they should be allowed to operate anymore because I'm not the only one they have done this too. Some of the proof I will have to send you through email.

Thank you

Stacey C****

Thank you for the explanation, Stacey.

There has so far been no response from the casino so I will contact them once more.

We would like to ask Avantgarde 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Stacey,

Looking at your account transaction history, which is fully visible to our customers as well via the cashier, we can see that you cashed out from a free credit given to you by our support team.

According to our T&Cs, max cashout on any free play is limited to $100. We have sent $200 as a token of appreciation, however, we can see it was not appreciated at all.

We have tried to resolve it via communication directly with you and therefore we are truly sorry to see the issue has reached here.

Our establishment would be willing to share further info and screenshots which show the whole picture, and not just fragments of it, if asked.

Thank you for your understanding.

Avantgarde support

Dear Avantgarde support,

Thank you for your response. Could I ask you to please send further information/screenshots as mentioned? They can either be posted here or forwarded to my email, adam.m@casino.guru.

Thank you for the additional information, Avantgarde Casino.

Dear Stacey,

It certainly does seem from the screenshot provided by the casino that you have received a bonus of $300 from the casino on 1.3.2022. Could it be the case?

You forgot about the 3 deposits and going by the wager history and the dates you said I used the lions roar bonus twice which is not correct and in the history it doesn't show the 300 I will post what's actually in the history! I never accepted the email for the $300 that I supposably won according to the email!

Besides that that history says no promotion so why are they claiming that there was? And if the 300 was credited on 3/1/2022 the withdrawal money was approved on 3/2/2022 for the 1000 bitcoin but was requested on 3/1/2022 and I still had about 2000 on my account that I played with until 3/6/2022 which is when the lions spins were used and if you look at the wagers it only shows me actually playing the free spins once on 3/6/2022 I pretty much won all the money 2/28/2022 through 2/29/2022. The games were Viking victory, max cash, Zeus rising and a few others. It just makes me mad to know that something that's supposed to be fun can be turned into something you know longer enjoy or are scared to try anymore because I don't want to have to prove whether or not I won and then the casino try to make it look like I didn't win because of some no named very small row of what looks like a last minute made up piece of paper of supposed history.

The easiest way for you to see for yourself would be for the casino to allow you to login into my account with my permission. I would not have a problem with that but the casino will find a way that you can't do that because then you would see the truth if you click on the link in a previous response I've been adding screenshots of the history.

This is the email saying the $300 was a prize not a bonus

Dear Stacey,

Thank you very much for the additional information.

Dear Avantgarde Casino,

The chain of events as I understand them from the information provided is as follows:

27/2 - The player joined and played out 25 free chip

28/2 - The player deposited 50 x 3 and played until winning around 3000

1/3 - The player has requested a withdrawal of 1000

Also on this date, you state that the player was credited with a bonus 300 (300 - INT MAN)

2/3 - the player completes verification and the withdrawal of 1000 is processing

6/3 - the player continues playing the remaining 2000 on their account and now uses a free spins bonus

3/4 - the player's withdrawal of 1000 is reversed

5/4 - the player receives payment of 200

I have a couple of questions:

If the player's withdrawal was requested/processing and verification was completed, and the bonus was played after this, why was the withdrawal then reversed?

If 300 INT-MAN is a bonus of 300 that has been credited to the player, what is 22 INT-MAN which shows on the same day in the screenshot you provided?

The player states that they did not even claim and/or play the 300 bonus, are you able to provide proof otherwise?

Dear Stacey & Adam,

The 22 INT-MAN credited is next day cashback that is credited based on her deposits the day before. That is a free credit as well.

Since the customer cashed out $1,000, and since it was won from free credit, it was later reversed and adjusted by our finance department in order to match our T&Cs, as stated above in this correspondence.

We are attaching an additional screenshot showing the free credit being played by the customer.

Have a great day,

Avantgarde support

One other question what even proves that that is my history there is nothing that says that's not just a made up sheet like the other one and I'm glad I took screenshots since things are starting to change in my playback history. It said 1000 bitcoin from the time it was approved until the day you reversed and then the next day changed it to 200. Per your t&c thr withdrawal amount should have changed before the amount was approved as a withdrawal.

And actually we do not have a transaction history that looks like what he is showing nowhere in the deposits, withdrawals, reversals, wagers or promotions does it show the balance of your account. You have to look at each section add things up by date and time to understand where your at which is why it has been so hard to explain how this went but obviously I did quite well because they keep having to come up with some new bonus or credit that they supposably gave me that they try to prove with a spreadsheet that has nothing to prove that it's mine to get out of paying what I withdrew out of winnings that I won off my own deposit.

Dear Avantgarde Casino,

You stated: "Since the customer cashed out $1,000, and since it was won from free credit, it was later reversed".

I am afraid I am still confused as to which free credit was used, as according to the player the withdrawal was already requested on the same day the 300 was credited?

To resolve this issue, we need to clarify exactly what has happened and when. Please send all relevant histories to my email (adam.m@casino.guru) so we can see the whole picture.

Hello Adam,

As you can see in the previous screenshot we posted, indeed the withdrawal was requested after the 300 free credit, with no deposits in between, meaning she cashed out from a free credit.

Since the customer cashed out $1,000, and due to our T&Cs that state the max cash out on free credits, the withdrawal of $1,000 was later reversed by our finance department in order to cut $800 out of it and send $200 ($100 extra).

Each and every withdrawal on our system is backed up with a unique ID, and we will send your email a screenshot showing that the same withdrawal with the same ID was reversed by us in order to adjust the amount and pay the rest.

Best Regards,

Avantgarde support

The 300 was not a free credit or a bonus it was a prize!

Ok they could not have put the money on the account before the withdrawal because I had to verify documents first and I was verifying for the withdrawal at the same time. So the withdrawal was approved and that was when they could put the money on the account because both had to have verification before it could happen. So the money was not put on the account until after my documents were verified.

The documents weren't approved until 3/2/2022 the money could not have been put on until 3/2/2022

The withdrawal was requested on 3/1/2022 but I kept getting the emails back because they were to big. I had to send several and it took all night to do it when I seen the email about the prize I had already been sending documents and this is still ridiculous because it wasn't a bonus it was a prize!

I want the history on when all the money was won, how much was won when the withdrawal was requested because the money was all won on 2/28 there was actually 3000 in the account at one time so shiw me the whole history instead of these tiny screenshots so we can actually see the entire history.

This is an email I found because there are alot of them to look through that states it was a prize!

This is screenshot of your t&c so that being the case you owe me 644 which of which you paid 200 leaving a balance of 444 this statement is backed up by your own rules that have changed already since I read them but that's your prerogative. Since you insist it's this that and the other that I won on the amount is 300 + 22 =322 ×2 =644 -200 = 444 now whatalso read all of that because the statement is rather comical so if you could please clarify the part where it says if you have more than 100 in your account you don't get the prize wow it's amazing

Dear Avantgarde Casino,

I'm afraid all I can see in the screenshots provided is an entry for when the reversal was started, not when the withdrawal was actually requested in the first place. Can you please provide this information specifically?

Dear Stacey,

I am a little confused by the message at the bottom of the last screenshot you posted, in which you state

"That is not true, I already went through the 300 and deposited"

Please clarify what you meant by this and when exactly the 300 was played in relation to the withdrawal request.

I'm not seeing where I said that. And it's simple I had to verify documents for the withdrawal as well as the 300 the email is posted above about the 300 it could not be credited to my account until the documents were verified and approved which did not happen until 3/2/2022 and I already had requested the withdrawal. There is nothing in the history that I have access too that shows the 300 and since he keeps saying I was given this stuff it should have showed in the promotion history like the other ones did. I had already won the money before I seen the email. I forwarded you the emails that show me sending the documents and having to do it in several emails.

I couldn't tell you when or even if the 300 was put on. Our history doesn't show a balance so u have to figure up on the wager page. It's really simple though in order to receive the 300 I had to send in documents that had to be verified and approved that did not happen until 3/2/2022 the date it says on the 1000 bitcoin withdrawal so if they put it on on 3/1/2022 they went against their own email and rules.

Thank you for your clarification, Stacey. We will await the casino's response to my previous request.

Hi Adam,

Hope all is well.

We have shared a screenshot of when the withdrawal has been requested, both in this correspondence and in your personal email as well.

The reason why it reads 'REVERSAL' next to it, is since it was later reversed by our finance in order to adjust and send, as explained before.

Please let us know if you need anything else.

Thank you.

Avantgarde Support

I do not see a screenshot and like I have said I wasn't approved until 3/2/2022 so if you put the 300 on on the first you went against your own rules which clearly stated that I had to have documents verified and approved and the date they were approved was 3/2/2022

The reversal did not show up until 4/3/2022 so if it says reversal it's not when the withdrawal was requested like I said it was requested on 3/1/2022 and was approved on 3/2/2022 after all the documents were verified

And if your not worried avantgarde let me have the member ID number

Dear Avantgarde Casino,

The main point of contention here is whether or not the winnings were accumulated from the use of the bonus.

I notice in the screenshot you have provided (showing the player's use of the 300 bonus) that the player's balance is displayed. It seems that before the 300 was added, the player's balance was 21.09.

Could you provide an extension of this history, starting from before the bonus was added (preferably from 27.2.2022) and then showing its continued use up to the point of withdrawal? Assuming the winnings were accumulated using the bonus, we would be able to see the balance building up from the moment the bonus was credited (13.25 1.3.2022) until the point of withdrawal (04.48 2.3.2022).

Part of my point is I had to go through verification before they could put the 300 on the account I did not pass verification until 3/2/2022 not 3/1/2022 when they're saying they put the bonus on so you broke your own rules can you show me nothing yeah did I already have. And may I please have my member ID number

Ok I'm gonna ask one more time i need my member ID number from the casino so far they have not given it to me I've asked here through chat and through email and still have not gotten it.

If you follow the money I had already asked for the withdrawal and the 1000 was already removed. They are doing it in screenshots to make it look like that's the way it was let's try one big screenshot from 2/27/22through 2/28/22 that will show the history of the won money.

And there is no dates so whose to say what was when. I'm asking one more time for my member ID number you have already started changing the history in my account it's a good thing I have the screenshots of it. I want my member ID number. Thank you

Why don't you show where I won all the money you don't show that

Also on the denied deposits all three were denied and then all three were completed each one got denied then went through so all the deposits did clear nice try avantgarde now I need my member ID if you do not give it to me I will call cauroco and tell them I cannot file because you refuse to give me my member ID number

Dear Avantgarde Casino,

Thank you for the screenshots. However, if you refer to my previous post you will see that I requested the history to be shown from the 27.2.2022, so we can see if the player's claims are correct regarding when the money was won and the withdrawal requested.

Please provide this information, as without it the evidence you have supplied would be insufficient.

Please also provide the player with the necessary information for them to be able to escalate their complaint to the licensing authority.

Avantgarde probably won't be answering since Curacao egaming will be removing the fake logo from their site which to me means they are an unlicensed casino. I have already let avantgarde know. Curacao egaming is not responsible for avantgardes actions and neither are any of avantgardes affiliates. I thank you for your help and will be keeping up with your recommendations since they have helped me to find and play on respectable sites that don't have a problem paying out players winnings! Thank you and Goodluck everyone may you win at least one big one!

Hello,

We are providing here a file showing all possible transactions from day one, for both sides to review (of course, this was available to the customer from day one as well).

The report was sent to Adam (adam.m@casino.guru)

Please confirm it was received and in case there would be anything else needed.

We wish the customer good luck in other places.

Avantgarde support

You did not provide me with those nor did you answer to the fact that you are not licensed by Curacao like you claim to be your screenshots do not have dates nor do they match with the ones I have access to. I will be filing with the united states egaming commission to see to it that you are not allowed to operate like I said before your own email said that until I was verified the funds could not be issued and I was not verified until 3/2/2022. I do not appreciate your games and trickery. Your logo will be removed by Curacao of which I informed you on your sight unless you have dates and real proof I will see that you are not allowed to operate and scam people out of their money.

Dear all,

The report has been received from the casino and is being reviewed. I will report back here in due course.

I would like a copy of that it was never offered to me so why don't you email me the same copy and we can compare it to the history I have access to and see if it matches up. And if the logo of Curacao you show is not where your licensed then who is your license through. Curacao is working in getting that fake logo removed from your website.

Dear Stacey,

I have reviewed the evidence sent by the casino. It shows the following:

Your balance at 12.53 pm on 1/3/2022 was 21.09.

You then received a bonus of 300 at 1.25 pm, bringing your balance to 321.09.

This was then wagered until on the 2/3/2022 your balance is 1821.37 and a withdrawal of 1000 is requested at 4.48 am. The balance after this is then 821.37, and another bonus of 300 is added at 7.08 am, bringing the balance back to 1121.37.

I have also checked many of the bets made in the history provided against the history in the screenshots you have provided and everything matches up, the only thing I can't see in the screenshots you have provided is the balance at the time of each bet.

In a screenshot of a chat with the casino support you sent previously, you stated that you accumulated the winnings from your second deposit.

The evidence provided shows you made your first deposit at 6.15 pm 28/2/2022, your second deposit at 6.21 pm 28/2/2022, the third deposit at 8.16 pm 28/2/2022. After these, there are two failed deposit attempts and then a bonus of 22 and the first bonus of 300 received thereafter.

You stated here that you "already went thorough the 300 and deposited" but no further deposits are shown after the receipt of the first 300 bonus. Is it possible that you may have made a mistake?

I thought there casino was the one that gave the 300 sign up bonus but it was not them that was mistake but as you see he says prize not bonus. Number 2 the 300 could not be put on until my documents were verified which was on 3/2/2022. Number 3 the 300 was a prize not a bonus. Number the casino is unlicensed. Number 5 the only thing I am wrong about is the fact that I trusted this site and I'm not done making sure that they can't do this to anyone else. Also those screenshots have changed from one to another in looks and I never got a copy of them our history never shows a balance so they can change the balance and like I said the 300 could not be put on according to their own email til verification which was 3/2/2022. It being a prize then would mean they still owe me because t&c on prizes are more than bonuses and I requested the withdrawal before 3/2/2022. I have posted a link into my photos up above so you could see the emails. Also I forwarded the email that says they are not licensed by whom they claim to be it's funny how it took them this long to prove what they were saying and never sent me a copy because they knew I would find any and every flaw because anyone can make a spreadsheet. And I wasn't a member of the site until 2/27/22. I want a copy of what you got please and thank you

On the deposits there are actually 3 all three failed and then went through because my card is setup that way to make sure it is me depositing. So each time I try it will fail then I will be asked if it's me and then told to redo the deposit and it then goes through. In the link in an earlier response you can see the screenshots I took and it shows the 3 failed attempts as well as the deposits.

https://photos.app.goo.gl/hM8gBEQNbfKpXHZb6

If you can't click on it copy and paste it.

Dear Stacey,

After a careful review of all of the information provided, I am afraid I can be of no further assistance with this case.

Please understand that we can only make a decision based on the evidence we have and, in this case, the evidence seems to show that the casino has acted in accordance with its terms and conditions.

In light of this, the complaint will now be rejected. I am sorry I could not be of more help on this occasion.

Kind regards,

Adam