Casitsu Casino - Player has been accused of fraud.

I signed up with Casitsu and deposited €300. I read the terms and conditions of their welcome offer carefully, and played their slot games according to the rules (never betting above the max. bet, not varying the bet size too much etc.). I did switch from one slot game to another during my gameplay, but certainly did not take part in some kind of "bonus abuse strategy (as the casino claims)", that I am aware of. I won €2800. After my winnings, the casino claims I broke their conditions and will confiscate my winnings, only me deposit will be returned. I found the casino has 0 complaints on your website, so I hope you include my complaint to warn other players not to play here, since if you win, they are free to claim you didn't follow the rules even though you do.

Hello Alexander,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I would like to see the exact rule that you’ve breached according to the casino. Would you be so kind and 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

Hi. I tried to get a clear response from them regarding the specific rule I broke, but they only offered a general bonus abuse / 'collection of rules' and I don't know specifically which one I broke. The only one I can think of is the "Customer bonus ratio (deposits : bonuses) is more than 50%." rule but that's seems like a very arbitrary rule since technically all players who claim the first deposit offer of 100% break that rule. Here is the chat discussion I had with the casino:

Support Ninja 12:53

Hello. :) How may I help you?

Alex 12:53

Hi there. My email is: ***@***.fi

You guys decided to confiscate my winnings after I won €2500 on my deposit of €300

I was supposed to receive an email with your 'official explanation' and my €300 deposit back.

Support Ninja 12:54

Hello Alex

Alex 12:54

It's now been 2 months and no email and the €300 deposit hasn't been returned.

Like I said, I'm going to publizice this ordeal on Casinoguru.com

I will there also include your 'email' - if you send it to me shortly.

Support Ninja 12:55

kindly provide us with a payment method to where would you like to get the 298.68 EUR?

Alex 12:56

What payment method do you offer? Straight to my IBAN bank account?

Support Ninja 12:56

http://casinoguru.com/ - already warned about you

and you were blocked on all Dama and N1 casino operators

Alex 12:57

Sure you can be blocked if you win money

But it's a completely another matter to confiscate winnings.

I also have accounts in good standing at other groups... so there goes that.

If I lose money, I don't charge back on my credit card.

Support Ninja 12:58

before playing in any casino it is your responsibility to read the rules if you are not satisfied with the conditions, then you are not obliged to register and play

Alex 12:58

It's a very simple matter. As many people need to know about your practices as possible, so they can chose where they gamble.

Support Ninja 12:58

you can provide us with your bank details and we will pay you

Alex 12:58

Sure. I followed every single rule.

You arbitrarily decided to confiscate the winnings. It's generally seen as fraudelent behavior by the caisno.

My bank account number is:

Support Ninja 13:01

Abusing a promotion means:

While playing with an active bonus, it is forbidden to engage in activities that give the player a clearly unfair advantage. Such activities include, but are not limited to, these: 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 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. Customer bonus ratio (deposits : bonuses) is more than 50%.

Alex 13:01

Can you confirm you've received the IBAN account number? The Account holder is Alexander ****

I only played slot games. I only played Pragmatic Play slot games

Support Ninja 13:03

No i'm not confirm, details were provided in an incorrect form

Alex 13:03

Dear ¨"Support Ninja" please inform the email address where to send the bank account details and in which Form you wish to receive it.

Support Ninja 13:03

support@casitsu.com

Alex 13:04

Customer bonus ratio (deposits : bonuses) is more than 50% is a BS rule obviously because the customer is basically violating that rule from the first deposit, so it's completely arbitrary.

Alex 13:04

There are 1000 casinos to chose from, so why ever take a risk with one that stiffs the player.

Support Ninja 13:05

no one obliges you to take a bonus, this option is at your discretion to use it or not, but if you take it, then follow the rules

but I see you are very well versed in this, apparently this is not the first time you have encountered this situation

Alex 13:06

How come Ninja Support person, that from over 200 casinos I played at, yours is the only one that confiscated the winnings? :D

It means you belong to a group of 0,05%. Congrats.

Slutdelen av vår chat diskussion:

Alex 13:07

It certainly is the first time it happened to me.

Alex 13:07

I have records of around 200.

In the whole, I have lost some €15.000 on my internet gambling sites.

Alex 13:08

I've never charged back. So after this experience I am not going to play anymore, the undustry is obviously fraud.

Alex 13:08

"Support Ninja 13:05

no one obliges you to take a bonus, this option is at your discretion to use it or not, but if you take it, then follow the rules" Can you please point to the specific Rule I didn't follow though?

If it's not specific, you're just doing fraud.

Good 'ol Bait'n'switch :D

Support Ninja 13:09

you are wrong and you must understand this, you get a bonus in the form of real money and if you break the rules, then there are consequences

unfortunately, many players do not read the rules and this leads to unpleasant correspondence(

Alex 13:11

Right, so which rule was it I brok?

If there was a max bet clause, ie. max bet with a bonus is €3 and I bet €4 then it's obviously not fraud.

If it's "General Bonus Absue" then it's clearly fraud to invoke that since it's bait'n'switch.

Support Ninja 13:13

this is real money that the casino provides you, of course, there are wagering conditions, but once again I want to clarify that there are no bonuses in the casino for non-real money

Alex 13:14

wtf are you talking about? You're just going circles. If I broke a rule, please state which rule I broke.

Read

Alex 13:15

I took real risk with my real money. That's real money. Since you decided after-hand to confiscate my winnings, your casino money is not real money at all.

Delivered

>chat ended<

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

Hi Alexander,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casitsu Casino to the conversation to participate in the resolution of this complaint.

I chatted with a casino rep by Skype. I was informed that you sent an email to the casino where you agreed that the casino will make a refund of your deposit to your bank account. Is that correct?

Yes, I agreed for them to return my deposit, but never agreed for that to be a resolution of the case.

.

Ok, thanks for clearing that up. I can confirm I’ve received the 298€ back to my bank account, which is close enough to my deposit of 300€, so only the 2500€ in winnings is under dispute.

Hi Alexander,

There is good news. I had several chats with a casino rep by Skype and eventually, the casino decided that you will get paid in full. The casino should contact you today. Please let me know when you receive your funds.

That's fantastic news! I'm glad the Casino did the right thing here. Thank you so much Peter for taking care of this. I will update right away when the money is received.

Great, I will set the timer to 7 days, see if you receive your funds until then.

Thank you for the patient and professional mediation by Peter and the rest of the Casino Guru team. The refunding process has been initiated.

I have now received my winnings in full. Thanks to the Casino for doing the right thing here, and especially to Casino Guru for the professionalism in handling the case!

Hello all, thank you for your replies.

Dear Alexander,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter