Home Complaints Casino Estrella - Player’s winnings have been confiscated.

Amount: $456

Casino Estrella - Player’s winnings have been confiscated.

Casino Estrella
6.2/10 Questionable reputation
Submitted: 22 Feb 2021 | Case opened
Current status

Waiting for casino to reply

6d 16h 20m 31s

Case summary

2 days ago - 25 Feb 2021

The player from Ukraine had their winnings voided due to an accusation of card counting.

Public

My account was allowed to play. After several games, my account was suspended for verification. I received a letter that my account will be closed until the investigation is complete. After 3 days, I received an email saying my account was blocked. "Our management reported that you used fraudulent methods or techniques to gain an unfair advantage in our Casino." So they explained the lock. Casino refers to paragraph 5.1.13 of the rules. Casino accuses me of serious fraud "martingale, doubling and similar systems and strategies." No further details were provided.

I disagree with the charge. I have the right to demand evidence supporting the charges, but the casino does not provide additional information. The casino doesn't have proof, they can not share with me, so they need to get my winnings back.

Public

Dear VoV41kk,

Thank you very much for submitting your complaint and forwarding all the relevant communication. 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. Do I understand correctly that you’ve been accused of card counting? Could you please advise which exact game you have been playing (full name of the game and the provider)? Is there any chance that you have saved your game history before your account got blocked? If yes, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Public

Hello! In response to your letter, I am reporting the following.

Casino refers to paragraph 5.1.13 of the rules. This paragraph indicates many different actions, I do not understand exactly what the casino accuses me of. Moreover, I have not committed any of the acts referred to in this paragraph.

You asked to report the game I played - Live BACCARAT (Evolution Gaming). It is not possible to provide a history of games, since he played only one of the above games, as well as the account is currently locked.

I attach screenshots of correspondence with the casino and a screenshot of the blocked account.

Public

Thank you very much, VoV41kk, for your reply. I have checked general terms and conditions, and this is what I found https://www.casinoestrella2020.com/terms-of-use/:


"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."


I will now transfer your complaint to my colleague Andrej 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

Dear VoV41kk,

I looked at your complaint as well as the provided 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 VoV41kk, they have been accused of using strategies to gain an unfair advantage. It was indicated that they were found to be using a card counting strategy. Can you please provide clarifications?

Casino Estrella has 6d 16h 20m 31s to reply