Casino Extra - Player's winnings were void.

Hello, I'm Alejandro*****, before I take this into the hands of lawyers and file a complaint, I would like to make one last attempt here, since live chat is impossible. In the terms and conditions it says that if they close my account they have to pay me the balance I had available or the pending withdrawals, in this case they are €60,000, they cannot refuse to pay me my earnings by email that I send in November 2022 to another betting house called casino estrella, saying that he had problems with the game... something that everyone says hotly or so that they close the account and the houses are not there all the time sending emails, sms, propaganda etc, and only for this email that I sent without having any problems with the game, one is simply hot and it was for my star casino account to be closed in November 2022. I do not understand how they can do this, if they do not want to pay me the winnings that I obtained cleanly in this casino, what's more, I had already fulfilled the self-exclusion period with them and I was able to re-enter and I was able to deposit, play and win those €60,000 cleanly again. Please, try to help me... I've won everything, I've won everything fairly... it's just that even if you've had a hot flash and have sent that email, I don't see that it's a reason to take my winnings and also send it to another bookmaker, which It may belong to the same group....but that's why until I have withdrawn money, the email did not come out...Please make all withdrawals of €2000 effective. Since they only want to give me €2000 and nothing more. Thank you very much. A cordial greeting and I look forward to a response soon.

Dear alexjacobi86,

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 better understand the situation.

Could you please explain, when you opened the account in Casino Extra? Did you at any time self-excluded in this casino in the past?

Could you please explain what was the nature of the block in the Casino Estrella? Do I understand correctly the block of your account in the Casino Estrella was already lifted?

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

Best regards,

Tomas

I opened the account at casino extra in September 2022. I self-excluded from casinoextra for a period of 6 months ending in mid-2023. I self-excluded from casino estrella in November 2022 saying that I didn't want to play anymore because I had gambling problems, but it was for a heat and to close that bookmaker and I did it that way because if they don't insist on you because you want to leave it like other bookmakers. In casino estrella I am always blocked because I sent them an email as I told you, but from casinoextra it was only a 6-month self-exclusion. In addition, in its terms and conditions it clearly states that if I exclude myself from casinostar it will only be effective for casino star. I attach a photo.

On March 31, I entered the extra casino again since my self-exclusion time had passed and I deposited as I have done on other occasions, and I won this amount of €60,000. Well, it turns out that when I make all the withdrawals of €2,000 up to €60,000, they tell me to provide a missing card that was from where I had deposited, I provide it and they give me the ok. In order for me not to play again that money that was already in the withdrawal process, I told them if they could self-exclude me for 3 months again so I would have collected everything, and they tell me no, I can only 1 month, I told them that it's worth always asking before that it does not influence my withdrawals and they tell me that it will not affect it, that even if I cannot enter my account the withdrawals will continue their course. When I go in to ask how my withdrawals are going, they tell me that since I had sent an email to casino estrella in November 2022 saying that I did not want to play anymore, and it seems that they are from the same owner, they cannot pay me all the withdrawals, they only They are going to pay me €2,000 of the €60,000, it seems like a joke to me that by sending an email to another house without knowing that they belonged to the same owner, they want me to do this now. They would have to see it done or notify me from the beginning or since I wanted to enter casinoextra again and deposit, not tell me when I want to withdraw my winnings. If I had lost what would have happened? They keep the money and that's it. Help me please 🙏. I also have saved conversations where they tell me that if I exclude myself from casinoextra all withdrawals will continue to be made, give me an email and I'll send you all the conversations I have with them via chat. Greetings and a thousands thanks.

The casinoextra self-exclusion period ended in mid-March 2023, I forgot to put the month, sorry.

I sent them this email:

Hi, I'm Alejandro ****, before taking this into the hands of lawyers and filing a complaint, I'd like to make one last attempt by email, since live chat is impossible. In the terms and conditions it says that if you close my account you have to pay me the balance that I had available or the pending withdrawals, in this case they are €60,000, you cannot refuse to pay me my earnings by an email that I send in November 2022 to another betting house called casino estrella, saying that he had problems with the game... something that everyone says hotly or so that they close the account and the houses are not there all the time sending emails, sms, propaganda etc, and only for this email that I sent without having any problems with the game, one is simply hot and it was for my star casino account to be closed in November 2022. I don't understand how you can do this, if you don't want to pay me the winnings that I obtained cleanly in your casino, what's more, I had already completed the self-exclusion period with you and I was able to enter again and I was able to deposit, play and win those €60,000 cleanly. Please, reconsider and see that I have won everything cleanly... it is that even if one has had a fever and has sent that email, I do not see that it is a reason to take away my winnings. Please make all withdrawals of €2000 effective. Thanks a lot. A cordial greeting and I look forward to a response soon.

They have answered me this:

Dear Alexander ****,

Thanks by contact with us.

Since you declared that you have a gambling problem before you got the money, the withdrawal that was pending was processed and the account closed.

This is a company procedure, the decision is irreversible.

The withdrawal of 2000 EUR was paid accordingly.

Thanks for your patience and understanding.

We remain at your entire disposal, so please do not hesitate to contact us for further assistance.

In the meantime, I wish you a happy day.

A cordial greeting,

evgeny

CasinoExtra

I answered them this:

But I declared it in casinostar, not with you and it is a problem that I no longer have and have never had, and as it says in the terms and conditions, I only excluded myself from casino star and it was for giving a reason and closing the account with casino star . Not by saying that in an email from more than 4 months ago you can steal the €60,000 that I have won fairly, not by saying that I had a problem, I think it affected the game or the winnings that I have obtained with you. I have everything in the hands of lawyers and I assure you that I am going to recover the money that I have earned fairly, because regardless of that email I have earned it fairly, and as you decide in the terms and conditions when closing the account you have to pay me the balance that It had to be €60,000. Nothing more would be needed than by an email you take all my money in the face and if not to see things done correctly and have excluded me from all your casinos and not have let me enter or deposit or win such an amount. I think you have to assume that I am right and that what you argue has neither head nor tail, not for saying at the time that I had a problem that I have never had...it was for giving a reason and closing that account with a star casino Now with you, don't pay me all the money I earn. All the best. I also tell you that I had more than €2,000 in withdrawals, I had a balance of €60,000 and 30 withdrawals of €2,000. I don't understand why only €2,000 pending withdrawal if what I had pending were 30 withdrawals of €2,000.

I follow the captures....

Today they answered me again with more of the same, as long as I didn't pay...

Morgane (Customer Support)

7 Apr 2023, 09:56 EEST

Hello Alejandro ***,

Thank you for contacting us.

We are very sorry for the current situation, however we cannot do anything else. Your account has been closed due to gambling problems, so you will receive a withdrawal of 2000 euros. However, we will not be able to process the rest of the withdrawals.

We appreciate your patience and understanding.

We remain at your disposal, so do not hesitate to contact us for any further assistance.

In the meantime, I wish you a very good day.

A cordial greeting,

Morgane

The Casino Extra team

I answered this...

I don't have gambling problems, that's what you say and it's the excuse you have for not paying me, I wrote that more than 4 months ago and I've already said that it was only to close the casinostar account and as your terms and conditions say It will only be effective in casinostar not in extra casino. I don't have gambling problems and I've never had them, and that's not why you're going to keep my money that I've earned fairly, I've already talked to lawyers and you have to lose, you want to extend it... go ahead but Not because of an email that was not addressed to you, you are going to keep such a sum of money.

I hope you are following the topic Tomás and you can help me or tell me what I can do...

https://www.casinoextraplay.com/es/terminos-de-uso/ I leave you a link to the terms and conditions of casinoextra, those of casino estrella are the same, I say this from point 6.4. Then I think that the most important thing goes from point 2.4.1.4 to 2.5.3.

Hello good, any news???

Hello, good... I have seen investigating that there are people who have complained about gaming Curaçao, which is where they have the license... I wait before complaining to see if it is solved here or I make the complaint to them, please help me !! !

Please, let me establish the timeline of events. When exactly (the date) did the permanent self-exclusion in Estrella Casino? What was the reason for the block you gave with your request? How did the casino inform you about the self-exclusion being applied? Please forward the email with your request and the casino response from that time to my email at tomas@casino.guru I'll await your reply.

I sent you everything I have by email, I await your response, thank you very much

Do I understand correctly, you deposited 400€ in the Casino Extra after your temporary block ended in March?

Do I understand correctly you lost or don't have any confirmation from Casino Estrella about your permanent self-exclusion similar to the one you provided (on the screenshot)?

After my block ended I deposited much more than €400, I don't know the exact amount, I made the captures to know the withdrawals I had, not the deposits... I don't have any confirmation from the star casino or the email I sent. Yesterday I asked them for the email that I sent on November 21, 2022 requesting my self-exclusion and the answer they gave me but they have answered me as if they wanted to self-exclude me again. I'll send you an email to your email. Do you think we can do something, Tomas, or do we have to file a complaint and play Curaçao? It is that if 30 days pass I will no longer be able to complain....

Thank you very much, alexjacobi86, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.  

Thank you very much Tomás, a very strong hug and thanks for your time.

Is Josefa going to answer me or do I have to send everything again to his email?

I am attaching an image of my email and his response, I asked for it and they have given me a copy after insisting 4 times, here it is.

I await an answer, thank you very much Tomás for everything.

Dear alexjacobi86,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello good, I see that now it's time to answer the casino, say they don't answer in 5 days and can I file a complaint against them or do we have to wait longer?

The casinoextra account was already open long before playing at casinoestrella... and I can just deposit and do everything and win, there you don't see the problem with the game, only when I'm going to withdraw, exactly... I put it all in the hands of lawyers. Also in your terms and conditions it clearly states that if you make a self-exclusion it will only be effective in the star casino, not the other casinos. If you want to close my account because you still think I have gambling problems, go ahead, but pay what I had already won, I don't think the fact that you think I have problems will affect my earnings, you are the ones who have closed my account because You are interested, if I had not won, you would have returned my deposits, for more than 15 days the casinoextra account was open, depositing and playing....and until I withdraw, you did not see the problem 😵‍💫. If you close the account you have to pay what was in the account, it is also stated in your terms and conditions... sooner or later you will pay, so we'll see each other in court. And I do not see anywhere in your terms that it says that if someone has said that they have problems more than 4 months ago, they cannot withdraw their winnings, if they had deposited €100,000, they would have returned it to me too... you always do what is best for you . And if you take gambling so seriously, you would have to see all my accounts closed directly from your casinos and not let me play.

I also had fully verified accounts, from the 2 casinos, and I never knew they were from the same owner. Having the casinoextra account open for more than 1 year, I never made a new account after the self-exclusion, moreover, the casino extra account was already registered much longer than the casinostar account. So don't make up that I opened an account later. It was already open and fully verified with all my data, so there are no excuses

Here is the proof that I had my account open long before casinostar.

And fully verified, so you already had my data long before I self-excluded from casinostar. Liars, I never made a new account.

Dear alexjacobi86,

Thank you for your patience. I am extending the timer by 7 days since I need more time for the evaluation.

Have you been able to evaluate the case yet? I just say that thanks for trying but I have already filed a lawsuit against them since we did not reach a solution and the dispute is taking a long time, I already hired you saying things like everything ends. Greetings!!

Dear alexjacobi86,

Thank you for your patience. I can confirm finishing the evaluation. But, I still need more information from the casino side in order to make a fully relevant decision.

Dear CasinoExtra team,

We appreciate your cooperation.

Please, could you explain why detecting the account took so long since the initial information about the problem with gambling? The initial information was in November, and only in March after the player won quite a nice amount you detected his account in CasinoExtra? Is the player's statement correct that this account was verified a long time before self-exclusion?

Could you also react to the player's statements? It looks like this account was not so new.

Entering again, I pass capture with my second name with an accent in casino estrella and casinoextra

Dear CasinoExtra team,

please, could you confirm that all the other information was the same, and it was just about this 'ú' why it took so long?

Joseg, in the 2 images that I attached to my previous messages, it can be seen that in casinoextra I have an accent and in casinoestrella as well...they don't know what to do to avoid paying, but the demand has already been made and it will arrive soon since they didn't want to solve it for good... Thanks anyway for everything, let's see what they say now... hahaha

Hi Jozef,

We would like to emphasize the importance of providing information accurately even if, in this case, it is an accent.

Our pre-verification system is optimal. It allows us to identify and block accounts owned by the same player on several Casinos, however the latter relies entirely on the information that the player will provide during registration.

We are an understanding Casino and that is why we ask players to notify us in the event that one or more personal information must be modified (surname, first name, address, e-mail, phone number, etc.).

This is also why I mentioned the fact that providing different information, on several Casinos, could be considered as an attempt to circumvent our security system.

We cannot possibly be held responsible for the actions made by the player.

Thank you.

But in the images you can see that the accent is in the 2 accounts, casinoextra and casino star. I have attached pictures!!! If in Dublinbet it comes out without an accent it will have been unintentionally, an accent for God's sake!!! DNI, all the name, address... everything is correct, it doesn't make any sense, also the problem is through casinoestrella that communicates to casinoextra and in these two casinos I do have an accent, which surprises me that in Dublinbet I don't I have it if the account is closed as they have said and casinoextra that I have an accent like in casinostar no hahahaha come on... The demand letter will arrive, without further ado....

Dear team at CasinoExtra,

I appreciate your cooperation. However, I am still uncertain about the resolution of my query following your response.

Could you please confirm if all other details were identical and if the only discrepancy was the use of 'ú', which led to your system failing to detect the player? Or were there additional inconsistencies that contributed to this issue?

But what about the ú you have already seen that it is a lie and a bad excuse for not paying, because they say that it was casinostar that informed casinoextra of the problem and in those 2 accounts I have the ú with an accent, in the images that I previously attached you can see clearly. What's more... as I explained before in the Dublinbet account I don't have the accent and according to them if it was closed the same day I sent the email to casinoestrella ... hilarious ... in one yes and in another no, but Let it be clear that I have the accent in the 2 accounts, in casinoextra and in casinostar. What you have to do is lower the score of this casino now, because a 7 with what they are doing with me is impossible. Greetings.

Hi Jozef,

To answer your last message, we have not detected any other differences apart from the "ú".

As previously indicated, without this difference, we would have been able to block access to the Casino, to this player, given his liabilities on other partner Casinos.

While you are considering a decision, I want to remind you that we have refunded the amount deposited by the player. The player did not lose any money in the end.

Thank you.

I have lost €58,000 that you have kept, I have not lost money, he says, you only return the money when it is convenient for you, if I had deposited €100,000, you would surely return it to me, and with that policy now I go to all the casinos and say that I have sent that email, will they return the money deposited to me??? And I repeat the accent in the ú is not true, there is no difference in the accounts!

Dear alexjacobi86,

thank you very much for your patience with the resolution. I am extending the timer by 7 days since I need more time for the evaluation. I will get back to you asap.

Ok, thanks a lot for everything!

Dear Casino Extra team,

may I kindly ask you to react to the player's screenshots? It opposes your claims about not using 'ú' in Casino Estrella.

Hi Jozef,

Kindly note that this case is now handled by our Legal Department. I believe the player mentioned it as well, above.

For this very reason, I'm no longer able to discuss this case.

Thanks for your understanding.

You have already seen, Josef, that they have no reason to do what they do, luckily I was able to find someone who could help me, which I put in my other comments, a great lawyer. Mr Roelof EFA Bijkerk because from Spain it was impossible... They have no jurisdiction outside of Spain. This lawyer has told me that my case is very strong and that we have to win. I'll tell you how it all ends and thank you very much for your cooperation, once the ruling is out I'll send it to you so you can see what kind of casino it is and what they manage to do with players outside of Curaçao. I have been lucky because it was a large number, since whoever takes the case works by percentage, if it had been a small number, I don't think they would be interested in the case... I feel bad for the number of people who will do it the same and being small quantities cannot do anything against them. This time it has gone wrong and I will lose a large part of the €60,000 due to efforts, but just to see and demonstrate how they are scamming people I am satisfied. As soon as I have news, I'll tell you, for now I know they've received the lawsuit and they're studying it, and as the lawyer told me, if they don't pay, we'll make them suffer. Hehehe greetings and once again thanks for your work. A big hug to all of the casino guru who help players to solve things.

Dear Casino Extra team,

We would like to express our gratitude for your assistance in this matter. After a thorough and challenging investigation, we have reached a conclusion. We firmly believe that the player is entitled to receive the winnings.

Firstly, the player registered at your casino without realizing or knowing that his self-exclusion from another brand would apply to their gameplay in your casino. There is no evidence to suggest that he attempted to bypass your security measures. Furthermore, your own terms and condition are quite contradictory. 

As you can see, self-exclusion should only apply to the specific brand where the player has self-excluded, unless they were informed otherwise by email when confirming the self-exclusion. Regrettably, we fail to identify any valid grounds for the seizure of the winnings.

Typically, when a casino detects a problem gambler, they block the account, pay the remaining balance, and prohibit the player from accessing their services again. We believe that the same approach should have been taken with alexjacobi86.

Hi Jozef,

As per mentioned above :

Kindly note that this case is now handled by our Legal Department. For this very reason, I'm no longer able to discuss this case.

Thanks for your understanding.

Hello alexjacobi86,

As them casino team mentioned, even based on your last comment, it looks like you have really initiated legal action against Casino Extra Can you please confirm this information? Until the legal proceedings are concluded, I will have to close this case.

Yes, the lawsuit is up and running, I'll tell you how it all ends. Thank you.

As the authorities are conducting a legal inspection of the case, we are unable to intervene. Therefore, I am obliged to close this case until the investigation is complete.