The player from Germany had her winnings cancelled due to alleged game error and account blocked without further explanation.
Casino Empire - Player’s account has been blocked.
Amount: €10,730
Casino Empire
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello, I used and implemented the welcome bonus in the casino and also paid out. Then receive a 300% bonus and implement it. This resulted in a payout of € 10,730. 5000 € / week can be paid out. You then simply denied access to my account (no log-in possible). Support says my withdrawal was canceled because there was an error in the game. Total fraud. Curacao Casino last rubbish. Never again.
Automatic translation:
Public
Public
3 years ago
Dear Sabrina,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward any relevant communication and supporting evidence to petronela.k@casino.guru?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Hello, I sent you screenshots of the live chat, the email and the payout amount. I hope this helps you. With best regards
Automatic translation:
Public
Public
3 years ago
Translation
Hello, I sent you screenshots of the live chat, the email and the payout amount. I hope this helps you. With best regards
Automatic translation:
Public
Public
3 years ago
Thank you very much, Sabrina, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
3 years ago
Hello Sabrina.
Because we don't know what happened, I would like to invite the casino representative into the case.
Maybe he/she can explain better what exactly happened and why.
Public
Public
3 years ago
Translation
That was the answer the casino left with another complaints center:
After we completed integration with Playson and Microgaming there was a tech issue with some of the games from Playson - players could make bets with 0 balance on their account. Players are well aware that it's against all the T&C and that it was a tech issue.
But he continued playing and the winnings that he made with those "free" bets were canceled by us since they were not legit. So, nobody was trying to cheat him or smth.
Hope this helps.
So and now they should prove to me that Microgaming / Playson really had a malfunction. Because if that is the case, anyone can come and say there was a mistake and all winnings will be canceled. Where is my player protection? I enter into a contract with the casino and the machines should be running! And if he can't provide that, it's not my problem. I also never played with a € 0 balance. I saw my wager and the balance all the time, as it can be seen on this casino site. I had a 1500x at Bonanza for 5 € and simply dared to do that. I never had my balance on 0 !! And now I ask myself what can be done about such a fraud ??? Please help me . The win was compliant and the casino does not want to pay it out.
Kind regards
Automatic translation:
Public
Public
3 years ago
Translation
Hello, the casino would now like to pay me 1500 € of the winnings, because I can only withdraw 10x my deposit there. I have confirmed this. I hope the money ends up in my account. If this is done, I will write a statement here again. Sincerely, Sabrina ****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 years ago
Hello Sabrina.
In case that player make a bet where there is no chance of losing (as they mentioned, bets, where money was not used,) the casino have right to void such bets, however, if you played with a €5 bets, then you had a chance of losing. The casino should honour the bets and pay the winnings.
Regarding the €1500 cap.
The casino probably used this rule:
8.3.1 If a player's accumulated life time deposit is not greater than 200 €/£/$, then the player will be allowed to withdraw only up to x10 his last deposit up to maximum of 2000 €/£/$. (Any excess amount will be forfeit)
Could you please confirm that your lifetime deposits were under €200?
BTW: This rule also applies to real money play, which is why we consider it a predatory.
Public
Public
3 years ago
Translation
Hello, I have made deposits of € 150 at this casino so far. It was only my second deposit there. Is it compliant to pay me only 1500 € or can I insist on the entire sum of 10730 €? Sincerely, S.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 years ago
Unfortunatelly, yes. Commonly, casinos limit their promotions. So we consider it as fair because you won with an active bonus.
However, the rule itself is not written well and could also be applied against players who play only with their own money (and in such cases it is predatory)
Public
Public
3 years ago
Translation
Hi there,
ok then I'll get the deal with the € 1500, there are really bad bonus conditions in the casino and everyone should read them right there before depositing money there. I will avoid the casino from now on and only play MGA casinos. Thanks for your help. I wish you a happy new year 2021! Sincerely, S.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 years ago
Please always check the rating of the casino, before you make a deposit there. For example, Casino Empire has a bad rating from us.
