500 Casino - Player's winnings have been confiscated.

I registered in 500 casino in Late November 2025.

In November-December 2025 I made several deposits in USDT crypto. At first I had a long bad luck run and was losing until my loss reached about 8000 USDT when things started to change. I played live blackjack game. My bets rollover reached 200.000 USDT and casino never warned me about my style of play. This is usuall story for all cheating entitites - they allow you to deposit and loss as much you wish as they clearly know they never going to pay you winnings. This happend to me again.

About DEC 2ND 2025 they offered me a bonus that need to have some valuable gaming activity well about 150.000 usdt bet srollover to complete the bonus wager. The problem that you cant withdraw until bonus fully wagered otherwise you lose it. This is very excessive rollover comparing to all bet I have done before signing up for bonus. Anyway I opted in and did the job. After completeing the bonus wager My balace reached 15927.81 USDT from the strting deposit of 2000 usdt. My total bets rollover reached 350.000 just because of wagering bonus.

Casino denied to pay off the money and after ONE-DAY 'INVESTIGATION' alleged me in card-countg and withheld all the winnings in the amount of 13927.81 generously offered me to take back my initial deposit. Casino uses this bonuses as a trap.

The message I got from them reads:

Thank you for your patience, the investigation has now been concluded. We were able to detect that you were using advanced card counting techniques during your Blackjack gameplay.

As a result, Casino games will no longer be available for you and since your session profit exceeds your deposits - the winnings have been forfeited. You may still withdraw the remaining amount of what you have originally deposited.

Normally card counting is not illegal. More to say they only refer to 'card counting' and never take into consideration misclicks, wrong decisions on timer or interface glitches, also I surrendered a lot of hands (the so-called 'cashout' option) that gives drastical advantage to the casino (over 3% house edge but reducing the deviation). But they only care about mythical 'card counting'. 

So thay are ready to accept the player's losses whatever strategy they play and not the player's winnings. All the money was put under risk. All the bets were risk bets and must be paid. Otherwise this is against fair play policy. Also they limited acces to all the games so I even cannot use the promised free-spins that caused the problem. This is pure cheating!

I sent them mesage with my arguments and asked to review the case but got this answer:

We want to inform you that the decision regarding this matter is final. It was based on the thorough investigation of your gameplay.

The winnings were forfeited as a result of you using advanced card counting techniques, everything was done in accordance with our Terms of Service. Please note that you are able to withdraw the remaining amount of what you have originally deposited.

You are also free to proceed as you see fit. We will respond appropriately through the proper channels, if necessary.

I ask your help to resolve the issue and get back my funds in full amount, thanks!

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Hello,

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

• Did the casino provide any specific evidence, logs, or gameplay examples to support their allegation of "advanced card counting techniques"? If yes, please forward everything you received to me at [email protected].
• Could you confirm whether you were using any strategy aids, software, or external tools during your Blackjack sessions?
• Was your account fully verified (KYC completed) at the time you requested your withdrawal?

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,

Thank you for stepping in. 

The only 2 messages I got from the casino via email I presented above in the citation. I got no other information or arguments from the casino's side (no specific evidence, logs, or gameplay examples). 

During my game play I never used any kind of counting strategy or software assistance. My 'strategy' if it can be called so is to open only BJ tables from the first 2 lines of Evolution blackjack lobby. Some days this works and you have a really good game but some days it leads to disaster. So from the beginning I lost more than 8000 just one way with no chance and the casino was quite ok with this style of play. Problems always begin when you win.

My account was not verified as I asked once via online chat about KYC and they respond they don't need it yet (anyway I can pass KYC if I want). So only basic information was provided like Name/Surname and email I suppose. Anyway I'm a legit player and this is my first registration at 500 casino and any necessary paperwork can be provided.

Regards,

Dear ararama

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello ararama,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and see if I can help somehow.

We would like to invite 500 Casino to join the conversation.

Dear 500 Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused at [email protected], for an independent review.

Thank you in advance.

Hello,

Evolution Gaming confirmed to us that his gameplay included 'Wonging', which is a type of card counting. As a result, we locked Casino bets and only allowed the player to withdraw as much as he deposited, which is our right to do.

See screenshot of Evolution's investigation below.

Dear 500 Casino,

Thank you for your response. Please forward me the player's full gamelog and all the other evidence related to this case, you might have at [email protected]

Thank you for your messages containing information and supporting evidence, 500 Casino team.

Dear ararama,

After thoroughly reviewing the information and evidence submitted by the casino team, I regret to inform you that I can no longer continue with this case. While we do not classify certain strategies as unfair, and strictly technically speaking, every gameplay can be interpreted as a strategy, our examination of your gameplay leads us to concur with the casino team that you likely utilised some kind of software or another prohibited aid during your blackjack gameplay. Such actions are strictly forbidden in virtually all casinos.

I assure you that we, as an independent entity, have carefully reviewed all the information and evidence, and the actions taken by the casino team were in accordance with their established regulations.

Given these circumstances, I regret to inform you that I am unable to provide any further assistance, and consequently, this complaint will be closed as Unjustified.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know of the licensing authority decision should you opt for this route at [email protected].

Should you encounter any issues with this or any other casino in the future, please do not hesitate to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru