Casino Extreme - Player's withdrawal is delayed due to fraud suspicion.

I won on this Casino Playing the 200% Deposit No Limit Bonus. I played a game called Pay Dirt and won on the 200% deposit bonus. I just got an email saying they suspected fraud and that I am playing with other people in a syndicate. I am NOT playing with anyone else and I chose the games based on research and what games were the best for the bonus. I want an explanation or some real proof about this. I have no idea what they are talking about.

Dear robwins67,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please advise if the slot game Pay Dirt! was the only game you played while your bonus was active?

Have you used any VPN or IP-masking software to access your casino account?

Is there any possibility that someone from your household or using the same IP address has created an account in this casino and played?

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

Best regards

Veronika

Hello, From my memory I played "pay dirt" I found the casino bonus on this website. I went to Casino.Guru then I checked out casinos here. Once I checked out Casinos i went and deposited funds.

No one else in my family or in my household have played casino. I am not sure what link they are talking about ? Can you help me figure this out?

No, I am in Sweden, and I am playing via my telephone

Hello, Have you heard anything back? this is alot of money for me. They have NO reason to take my money! I did nothing wrong and they can't prove anything on this, because there is nothing to prove. I want my money or something back, not just a deposit.

Thank you for your responses. Before proceeding with inviting the casino representative to join this complaint thread, could you please forward all communications between you and the casino's customer support regarding the allegations of fraud? You can send them to my email at veronika.l@casino.guru.

Thank you for your cooperation.

hello, i have sent all the emails to you. please follow up and solve this

Thank you very much, robwins67, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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 in the near future.

Hello, Can you help me Pavel?

Hello, robwins67!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Sure. Please do let me know. I am not part of any "ring" of players.

Hi robwins67,

Hi Pavel,

Hope you are well and safe,

Thank you for reaching out to us! Upon reviewing the player’s account using the provided login information, we found that the player made a deposit of €469.01 and applied the "Limitless" first deposit bonus offer to that deposit (a 200% bonus for a minimum deposit of $20).

The rules for that bonus were:

https://casinoextreme.eu/terms?class=limitless

FIRST DEPOSIT BONUS -

200% NO RULES & 100% CASHBACK

Coupon code: LIMITLESS

Bonus: 200% (75% on Credit Card)

Minimum deposit: $20

Wagering: 1x Deposit + Bonus

Max cashout: None

Allowed games: Non-progressive Real-Series Video Slots only (except 777)

No Other Games in any category are allowed

Max bet per hand: None

Redeemable: 1x per player

General Terms apply

Cashback Terms:

3x Mco

30x Wagering

No max bet

Non progressive slots only

After the player completed wagering and gameplay, they achieved winnings of €5,202.03 and submitted documents for account verification. During this process, our banking department and anti-fraud team discovered a syndicate connection between the player, "robwins67," and a couple of other players from Sweden. Due to these violations, the player did not pass the account verification process. All winnings were voided, the account was permanently deactivated, and, as an exception, the original deposit of €469.01 was processed back to the player’s account. We have requested from the player his crypto address in order to refund his deposit.

https://casinoextreme.eu/terms-and-conditions

7.11. Bonus Collusion

a. The casino reserves the right to suspend your account pending investigation in the event of the casino having reasonable grounds for suspecting that you have been involved in any form of collusion, syndication or fraud during your use of the casino platform, website and/or systems. We also reserve the right to withhold the whole or part of your account balance, close your account permanently, as well as recover from your account the amount of any winnings, pay-outs or bonuses which have been affected by any of the following activities:

b. Collusion: The joint effort of two or more individuals to gain an unfair advantage over the software and other players via pooling of funds to achieve unnatural increase of available bankroll through multiple bonus awards (similarly to multi-accounting) to benefit/take advantage from game engine design. This is usually done at a casino in order to increase the total number of deposit bonuses awarded, thereby unnaturally maximizing probability of achieving a large winning slot pay-out (for example: slot bonus round) while ensuring that the pay-out of such an event is awarded to one of the colluding members, effectively detracting from the winning potential of any other players using the casino.

c. Syndication: We become aware that you are a member and/or form part of a syndicate, club or group where players receive advantage play strategies in order to create positive expectancy scenarios through the acquisition of promotional offers.

For the player: Please send an email to pitboss@casinoextreme.eu with your crypto address in order to we refund your deposit.

Please let us know if there's anything else we can assist you with.

Kind Regards

George Moore 

Casino Extreme Management 

Thank you, George!

Could you, please, send the proof of connection between the player and the group? It is important for us to know the character of the connection to determine that the confiscation of funds is indeed rightful. My e-mail is pavel.k@casino.guru.

Hello, I have no idea what they are talking about? What is the "PROOF" I don't play with anyone? I chose from a list of games that was available to me. I have no idea what they are talking about.

Thanks.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I am extending the timer for 7 more days as I am still trying to receive a response from the casino.

Hello, Is there any news regarding this?

robwins67, hi!

We have received evidence from the casino representative which proves the fact that you have participated in a collusion with other players or in creating multiple accounts. We consider such behaviour unfair. Therefore, I must reject your complaint