EmberBet Casino - Player's withdrawal has been delayed.

Hello,

this is a sister casino of nalu casino and they used lies again to not pay me my winnings.

This is the email i received from them and i ask a concrete proof of what they advance. I will send you the email received in another comment.

I want to add that I received an email from them saying that they offer me 300 coins, with these coins i bought free spins and with it, i managed to wager and i asked withdrawal. In the meantime, my withdrawal was canceled because they asked another verification document, which i sent and was approved. And hop, tonight i received this email. If i was fraudulent or cheater or anything, why ask the document in the first place?

They used the same methods with Nalu casino to not pay me my 650 euros winnings in the past.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with EmberBet Casino. Please note that the email you refer to wasn't included in the complaint submission.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account accessible to you? Can you log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello,

Thank you for accepting my complaint.

I couldn't put the email in first message of complaint because it was excessive words, they wrote many crap.

Here is the email in question:

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of €100.00 has been removed from your balance due to the breach of the following Terms & Conditions:

 

11.1. The following practices in relation to the Services:

a) abuse of bonuses or other promotions (as defined in paragraph 11.4)

b) using unfair external factors or influences (commonly known as cheating)

c) taking unfair advantage (as defined in paragraph 11.4);

d) opening any Duplicate Accounts; and/or

e) undertaking fraudulent practice or criminal activity (as defined in paragraph 11.4), constitute "Prohibited Practices" and are not permitted. We will take all reasonable steps to prevent and detect such practices and to identify the relevant players concerned if they do occur.

 

11.2. You agree that you shall not participate in or be connected with any form of Prohibited Practice in connection with your access to or use of the Services.

 

11.3. If:

a) We have reasonable grounds to believe that you have participated in or have been connected with any form of Prohibited Practice (and the basis of our belief shall include the use by us of any fraud, cheating and collusion detection practices which are used in the gambling and gaming industry at the relevant time); or

b) You have placed bets and/or played online games with any other online provider of gambling services and are suspected (as a result of such play) of any Prohibited Practice or otherwise improper activity; or

c) We become aware that you have "charged back" or denied any of the purchases or deposits that you made to your account; or

d) You become bankrupt or suffer analogous proceedings anywhere in the world,

then, (including in connection with any suspension and/or termination of your account) we shall have the right, in respect of your account to withhold the whole or part of the balance and/or recover from the account the amount of any deposits, pay-outs, bonuses or winnings which have been affected by or are in any way attributable to any of the event(s) outlined in this paragraph.

 

11.4. For the purposes of this paragraph 11:

a) A "fraudulent practice" means any fraudulent activity engaged in by you or by any person acting on your behalf or in collusion with you, and shall include, without limitation:

fraudulent charge-backs and rake-back activity;

the use by you or any other person who was participating in the same game as you at any time, of a stolen, cloned or otherwise unauthorized credit or debit card, as a source of funds;

the collusion by you with others in order to gain an unfair advantage (including through bonus schemes or similar incentives offered by us);

any attempt to register false or misleading account information;

any actual or attempted act by you which is reasonably deemed by us to be illegal in any applicable jurisdiction, made in bad faith, or intended to defraud us and/or circumvent any contractual or legal restrictions, regardless of whether such act or attempted act actually causes us any damage or harm;

b) An "unfair advantage" shall include, without limitation:

the exploitation of a fault, loophole or error in our or any third party's software used by you in connection with the Services (including in respect of any game);

the use of automated players ('bots'), or other 3rd party software or analysis systems; or

the exploitation by you, of an 'Error' as defined in paragraph 18, in any case either to your advantage and/or to the disadvantage of us or other.

c) Bonus Abuse includes, but is not limited to:

i. breach of terms and conditions of a bonus, free bets or any other promotional offer

ii. the opening of multiple accounts to claim multiple bonuses;

iii. all bonuses are subject to bonus use limitation based on the bonus engine, and, unless stated otherwise, they shouldn't be used more that 6 times per calendar month; if for any reason a bonus code is used by an individual player over the stated amount, the Company reserves the right to further investigate bonus abusing pattern and deduct bonus winnings plus all 3rd-party charges arising from player's activity (payment fees, providers fees, etc)

 

 

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents,...

screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

 

Do not hesitate to contact us in case you require any assistance.

I have sent you the email we exchanged and as you will see, no concrete proofs were given, only same repeating information.

To answer your questions, i can still log in and i only played allowed slots, slots i usually played before and never had problems on their sister sites, except Nalu.

Hello again,

they sent me another mail today offering me 50 free spins, which i played and i just finished wagering and asked another 100 euro withdrawal, but i feel they will confiscate again for no reason.

Dear mrmileena,

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, Igor (igor.p@casino.guru). 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,

Tomas