Casino Estrella - Player has been accused of fraud.

Hello, November 25th I couldn't log in to my account. When I contacted support, I was informed that my account was sent for additional verification. After verification, I received a message that my account was blocked. Casino believe that I used fraudulent methods or methods to gain an unfair advantage in the casino.

I sure that this decision is wrong. I disagree with the result of the audit. I have carefully reviewed the rules and conditions of use of Estrella casino. I understand that they can conduct additional verification of my account. In the rules, I did not find information about the reasons for the check, as well as about the consequences of the check. I have several questions that the casino does not answer me.

May I find out the reason for the additional check?

Why was my account blocked? Casino points out 5.1.13, but I don't understand what exactly caused the blocking?

When do I get the money on my e-wallet Skrill? I have $393 in my account. I did not violate the rules of the casino and look forward to returning my winnings.

Dear yury.str, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs and I found the point the support agent mentioned in her email:

„5.1.13. When a player makes an attempt to gain an unfair advantage over the casino, this includes strategies like "martingale, double-up and similar systems and strategies"   then the casino will take action including the confiscation of winnings and bonus funds. We will only take this action in the event that this behaviour is reasonably evident. The user is prohibited from using devices such as robots, any other external player assistance (EPAs) program, or techniques that distort normal gameplay and give the player an unfair advantage."

Do I understand correctly that this is the only explanation from the casino? If there is any other communication between you and the casino, please forward it to kristina.s@casino.guru (or you can post it here).

Also, would you be so kind and specify whether you accumulated your winnings by playing with a bonus, or your real money only?

Lastly, I would like to point out, that it isn't anything unusual when the casino requires more documents for additional verification, even though your account has already been verified previously.

Looking forward to hearing from you.

Best regards, 

Kristina

Hi!

Estrella Casino does not particularly explain anything to me, it indicated only a violation of paragraph 5.1.13. The rules did not provide any evidence of my wrongfulness, despite my requests.

I also report that I did not have a bonus, played with real money.

Thanks for wanting to help.

Thank you very much yury.str for your reply. I will now transfer your complaint to my colleague Andrej 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.

Dear yury.str,

I looked at your complaint as well as the screenshots of your conversations with the casino. I understand the situation and I’ll try my best to resolve your complaint as soon as possible.

I would like to invite Casino Estrella to this conversation.

Dear Casino Estrella,

According to your e-mails sent to yury.str, they have been accused of using strategies aimed at gaining an unfair advantage. It was indicated that they were found to be using a card counting strategy. Can you please provide clarifications?

Dear all,

We have discussed this case with the casino representative. After reviewing the provided evidence it became clear that the reason why the casino closed yury.str’s account without a refund was a detected use of a card counting strategy in Live Baccarat games.

However, we believe that the player should still be paid. The strategy the player used is very ineffective and easy to detect, therefore they could have been excluded from play before accumulating winnings using the strategy, and requesting a withdrawal.

Our suggestion to Casino Estrella, in this case, would be to let the player keep their winnings and restrict their access to Baccarat games or their gaming account.

We have explained our position to the casino, but unfortunately, they refused to comply with it and did not change their decision.

Due to these reasons, we are forced to close this case as ‘unresolved’.

The casino can reopen this complaint anytime.