Kent Casino - Player’s account has been closed.

Hello! Kent casino closed account because i played network tournaments. The reason they sent me at e-mail: 

You used a strategy to gain an unfair advantage. 

So i played network (not even from casino!!) tournaments where prizes gives provider, not even casino! I didnt you bonuses or else, just played slots. 

The full letter:

Hello, Alas. the client

Hello!

According to the Terms and Conditions of our casino, the site Administration has the right to monitor all transactions and logs at its discretion and at any time. If the fact of unfair play, abuse of bonuses by the player or other violation of the Rules is revealed, the Administration has the right to review and cancel the winnings received.

When checking your account, it was found that you have violated the rules of our casino, namely: you have used a strategy to gain an unfair advantage, which will result in your winnings being reset and your account being blocked.

 Any attempts to gain an unfair advantage are strictly prohibited, regardless of whether such methods are explicitly mentioned in the rules or not. Any activity aimed at gaining an unfair advantage, even if it does not appear to be a violation of the rules when strictly interpreted due to the imperfections of the rules or software, is also prohibited. If you have any questions or concerns, please contact our support team.

Thank you

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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.

• Could you please send me a link or a screenshot of the tournament you participated in?
• Did you check the Terms and Conditions to make sure that it is allowed to participate in the tournament from several different casinos at the same time?
• Did you play the same games in all your casino accounts?
• Which slots did you play?
• Is your account at this casino fully verified?

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 such good questions about this situation.

1) This casino dont have links at promo at all, so i send you a banner

2) Sure, checked. And the the main proof of my innocence and the casino's wrongdoing, that's winnings was credited at my account.

3) Yes, mostly the same, i didnt try to hide it, because im sure that i dont violated the rules and never did it

4) Mostly footbal slots, others time to time

5) Fully verified several times, registered several years ago

Hello,

Thank you for your message. We are currently reviewing the details of your inquiry and will provide you with an update shortly.

Best regards, Kent Casino Team!

Hello,

Following a detailed review conducted by our relevant department, we inform you that activity was detected on your account which violates the project rules and the standards of fair play. Specifically, it was established that an advantage was obtained within a provider’s tournament event, which directly influenced the formation of winnings.

According to the Terms and Conditions of the project, such cases are classified as a breach of the rules. Therefore, it is not possible to process a withdrawal request, and the accumulated winnings have been annulled.

We understand this situation may be unpleasant; however, ensuring fairness and equal conditions for all users is mandatory.

If required, supporting information can be provided to the forum administration for review.

Best regards,

Kent Casino Team!

Well, you didnt say something new. Because as i said - i played network promo. And provider paid me winnings. Not you. You just want to embezzle money for yourself. Even my last deposit. 

So i kindly ask for casinoguru administration to judge us about this sittuation, because i dont agree with such money steal from casino. 

Best regards

Dear Sevasgrin

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

Dear Kent Casino Team,

Thank you for sharing the information and evidence that allowed us to conduct an independent review.

Hello Sevasgrin,

I'm Michal, and I have taken over your complaint. I apologise for taking over your complaint a bit later than expected. I understand how important timely communication is, and I appreciate your patience. Please keep in mind that we manage over a thousand player complaints every month, which sometimes makes it challenging to respond as quickly as we’d prefer. Even so, I have ensured that my response remains within the designated timeframe outlined in your complaint resolution rules (How We Resolve Casino Complaints and Why | Casino Guru)

I have taken the time to carefully review your case, including all of the evidence provided by the casino, and I fully understand that this situation may be disappointing for you. After a thorough examination, however, I must agree with the casino’s assessment. The gameplay pattern you engaged in the specific game does not reflect typical recreational play; instead, it indicates behaviour that is highly unlikely to be carried out by a single player and suggests the use of external assistance that provided an unfair advantage.

The casino team acted in line with the terms and conditions you accepted when you opened your account. Furthermore, the same gameplay pattern was identified at other casinos within the same casino group, which makes it very unlikely to be just a coincidence.

For these reasons, we unfortunately have no choice but to close your complaint as Unjustified.

You are certainly entitled to disagree with our conclusion and may opt to escalate your case to the casino’s licensing authority or the appropriate regulatory body in your jurisdiction if you still believe your stance is warranted. Should you choose to pursue this option, please feel free to inform me of the authority’s decision at [email protected]

However, we are unable to offer any additional assistance concerning this issue. I would also advise you to review and, more importantly, comply with each casino’s terms and conditions in the future to help prevent similar problems.

Best regards,

Michal

Casino Guru