Casino360 - Player cannot withdraw his winnings.

Yes you read well 310'000euros

 After several weeks of playing on this one, I won minimal gains several times, they were blocked because my bonus account was 0.03euros, unplayable sum, which was withdrawn by the technical service during the day even so that I can withdraw my winnings. Which I did not and continued to play and make regular deposits. The case was repeated several days later, because a larger gain was won and my bonus account was again at an unplayable sum of 0.03euros, the support informed me that they would do the necessary and I continued to play, until this Friday morning November 5th or I win a very big win, I inform the technical support which does not answer me any more and the customer support informs me that the team is working on it.

After a week of discussions with customer support, I received an email that was unacceptable to me and untrue regarding my earnings.

I would like to file a complaint against this establishment and if you have more information on their addresses and other contact person, I am interested.

The claimed earnings amount to 310,000 euros

Dear Jordan,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Would you be so kind as to clarify what was the message in the email?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

More infos about Casino 360:

This site is operated by Mediasoft Technology NV, a company registered under the laws of Curaçao and registered under number 153969 and with registered office at Abraham de Veerstraat 9, Curaçao. Mediasoft Technology NV is a sublicensee under number GLH-OCCHKTW078142020 issued by Gaming Services Provider NV and issued in accordance with the laws of Curacao and holds a registered gaming license under # 365 / JAZ.

Thank you for your emails, jordanrichart. In one of the emails, the casino mentioned you have a negative balance. Could you please clarify this?

Their information is false, they claim that during the technical error as I continued to play, when they had absolutely not informed me that I should not play any more. It was at this point that my balance went negative. In my wallet, my account is never seen negatively! The last balance of my account was 310,000 euros and I never say anything negative. It's easy, every time someone wins they can fake a technical error.

Thank you very much jordanrichart for your reply. I will now transfer your complaint to my colleague Martin 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.

Hello jordanrichart!

From now on, I would like to invite representatives Casino360 into this complaint's thread in order to provide us with an explanation and help us resolving the case.

I already see your answer, like what unfortunately despite your insistence you have not had any feedback from Casino360...

Hello,

Thank you for your patience while the issue was fully investigated.

The issue with this customer run over a period of 3 days, Friday 5th November, Saturday 6th November and Sunday 7th November 2021, each of these days have an impact on the issue the customer experienced.

On Friday 5th November 2021, the customer took multiple bonuses which is a breach of our terms and conditions. Due to the fact that the customer took several bonuses at the same time and also attempted to use a sportsbook bonus in the casino this resulted in multiple bonuses being mixed and locked the bonuses into the balance. Each bonus has a maximum win amount connected to each of the deposits but our rules state only 1 bonus at a time is allowed.

As we use a 3rd party platform in order to correct the customer's account and make any balance corrections we had to contact a 3rd party platform provider and awaited their response. In order to ensure the customer was not impacted by the wait, the account was left open.

On Saturday 6th November 2021 the customer decided to continue playing on their account and during the course of the day, they were able to increase their balance to an amount beyond the maximum win amount for any account on any given day of 100,000 euros, this includes any account with no bonus.

On Sunday 7th November 2021 the customer continued to play on their account (despite being advised that the ongoing bonus issue was in the process of being resolved) and lost an amount in excess of the maximum winnings permitted by our terms and conditions (Terms - 6.15, 16.10.2.2, 16.10.2.3, 16.10.2.6, 13a. and term 7. of the bonus in question) on Friday 5th November and Saturday 6th November combined. The only funds that remained were funds that would have been removed under normal circumstances due to excess win amounts.

The series of events are unfortunate and were made worse by compounding multiple issues, mainly due to multiple types and number of bonuses misused which were taken on Friday 5th November as the customer tried to override the site bonus limits by using a sportsbook bonus while betting on the casino, after having taken up the casino bonus over 20 times. Had there been no sportsbook bonus it would have resulted in different scenarios. We are sorry for any delay and inconvenience caused in resolving the issue while we awaited a response from the provider. However, please note that the delay has not impacted the conclusion.

If you have any further questions please feel free to reach out at support@casino360.bet and we will be happy to provide all details.

Best Regards,

Casino360 Team

In a case like this, it is unwise that the customer has his account, while an unresolvable technical problem is in progress.

What compensation do you offer for an action and a huge litigation like this.

My account balance showed 310,000 euros with a bonus of 0.03 euros, imagine the emotional impact that impact.

The more you try to muddy the waters with your explanations, the more I remain in my position that this sum belongs to me and is owed to me.

Unfortunately an organization like votrer which is based in such a country, protects you from many legal proceedings.

Don't you think if I had been informed that I would have stopped at my $ 100,000 balance?

Dear Casino360 team,

From your response it seems that the issue was communicated with the player. Therefore I would like to ask you to provide us with all the communication regarding the issue as it was described by you. You can reach me via my email address: 'martin.d@casino.guru'.

Dear Casino360 team,

Since we haven't received any response or the requested evidence from you, I would like to ask you to do so. We are extending the timer by 7 days. In case of no replies in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the rating.

Dear Casino360,

Here's a funny way to classify a problem.

If every big winnings are disimmed under a technical error, you will make a fortune at the peril of your reputation and the abuse of your customers.

I am appalled and deeply upset by your actions.

I remain hopeful, and hope that my winnings will be paid to me as soon as possible.

I am still without answers from Casino360 and Casino Guru as well

I would like to continue the procedure, in order to file a criminal complaint against Casino360

Hello Jordan!

Unfortunately, the representatives of Casino360 remain silent about this case, therefore we are not able to proceed with any resolution. Since their timer has run out 2 times without a reply, we will close this complaint as 'unresolved' which will have further negative impact on their rating in our system.

The only thing left I can suggest for you to do is to file a complaint with the casino's licensing authority, which is found to be Gaming Curacao. You can submit the complaint to them by using this email: 'info@gaming-curacao.com'. Moreover, your time invested in trying to resolve your issue on our website will not be in vain, as it is required to try to resolve the matter with 3rd party mediator, which you did.

Please, let me know if you decide to raise the dispute to the casino's licensing authority.

Hello,

yes I would like to submit a complaint.

Can you guide me through this process and I would like to know if this process is useful?

Dear Jordan,

I have provided you with necessary information via email, now I would like to proceed to close this complaint as 'unresolved'.

Since the casino representatives stopped responding and did not provide us with any answers or evidence for this case within the provided time frame, we have no other choice than close this complaint as 'unresolved'. I would like to point out that this particular complaint being unresolved will pose a significant negative impact on the rating of Casino360.

The casino can reopen the complaint at any time.