Casino Orca - Player's account has been closed and winnings confiscated.

Good morning. My account was simply terminated without my authorization. Yesterday, I created my account on the site and started placing bets. I used the bonus on the Sky Hunters slot and managed to achieve a big win using the bonus. Afterward, I continued betting on other slots and completed the rollover requirement for the bonus. This morning, I was informed via email that my account had been closed due to an investigation into cheating and that they would not return my winnings. I want to receive my winnings because I did not use any tactics or methods that would justify my account being blocked. The amount I had in my account was approximately 800 BRL.

Dear filipebiel201,

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 can understand the whole situation completely. 

• Could you please clarify which bonus you activated? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Did you play any other games? If you did, please specify which ones.
• Did you pass the verification before the casino blocked your account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Could you clarify which bonus you activated? first deposit bonus

Did you play any other games? I don't remember exactly what other games I played, but as a bonus I did play sky hunters.

Did you pass the verification before the casino blocked your account? yes I did

Thank you very much, filipebiel201, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you filipebiel201 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino Orca for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

Hi Peter,

We apologize for late answer however we did not receive any notification about complaint.

As for the complaint, player has used strategies to obtain unfair financial benefits (also can be deemed as fraudulent activities) which give us sufficient background to terminate players account according to General T&C, section 15. clause 15.1, clause 15.2. We kindly ask you for details where we can send you relevant proofs.

Casino Orca Team

15. Games and Bonuses

15.1 Our bonuses and games are created with the purpose of entertaining. If deposits matched with any bonus or clean deposits are not used with the same purpose, the casino deems such actions as bonus abuse - violation of the General Terms and Conditions. If the Player uses such strategies, and if the Casino has sufficient grounds to believe that the Player's actions are aimed solely to obtain unfair financial benefits (also can be deemed as fraudelent activities) using the bonus advantage or unfair advantage over casino with clean deposits, then we reserve the right to investigate, cancel, suspend or lock any account at any time. Winnings and subsequent gaming activity and wins will be revoked and annulled and the deposit is returned in this case.

15.2 A list of what may be deemed as bonus abuse may include but is not limited to:

- delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements;

- leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed;

- playing games with bonus money to build up in-game value, lose bet the bonus funds, and then cash out on the built-up value during real-money play;

- using strategies that take advantage of any software bug or failure.

I made a big win with the bonus and just kept betting until I hit the rollover at no point did I leave any bets open or any advantage with the bonus

Thank you for the update. Please forward any evidence to my email. (peter.c@casino.guru) Thank you in advance!

Hi Peter,

Please note relevant proofs were sent to you by email few minutes ago.

Casino Orca Team

Thank you for providing me with the evidence Casino Orca representative.

Dear filipebiel201, the casino has provided me with evidence of delaying rounds. We strive to create a fair environment when it comes to predatory bonus rules where winnings are often confiscated for betting patterns or similar rules, delaying rounds is a clear exploit of the bonus rounds feature which gives a significant advantage to the player. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding!.

Kind regards,

Peter