Rise of Bets Casino - Player's account has been closed and winnings confiscated.

Hi,

since august i was playing at rise of bets, they accepted the documents accepted deposits and withdrawaled money (also big ones with 1000)

i was playing with bonuses before and wagered them and got them paid.

24 november i won 9k and wagered it so it was withdrawable money. I had 7k balance, 6 1k pending and 5k open in bets and they closed my account and put the balance to 0. I can’t reach them and they say it’s because I broke bonus rules but they don’t have any prove (because it’s not true)

please help me

Hello Pim0406,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rise of Bets Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did you play casino games or sports betting?
• What kind of bonuses were you using?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi,

thanks!

verified since august 17

I played sports mostly (the bonus was also sports) but it was wagered already and part of it (can not check how much) was deposited money

bonus was Black friday vip (deposit 1000 get 1000 wager times 5

I got an email from them yesterday that I broke the rules about bonus but there is no evidence

Can you help me?

Hello Pim0406,

Would it be possible to forward the communication between you and the casino regarding the voided balance to nikolas.b@casino.guru for further review?

Looking forward to hearing from you.

Regards,

Nick

Hi,

thanks for helping me

they Saïd to followimg and after this I Asked which one I abused and they did not respond the only thing they Saïd is sometimes hard choises need to be made and its final so i told them I will proceed with steps

Dear Pim

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) A "Bonus Abuse" shall include:

Making a deposit to receive a bonus without any activity of the deposited funds

Cashing out for the purpose of re-depositing

Betting both sides of a single event for the purpose of falsely achieving bonus wagering requirements

Referring new accounts for your own use

All Bonuses are subject to bonus use limitation based on the bonus engine, and, unless stated otherwise, they shouldn't be used more than 6 times per calendar month, if for any reason a bonus code is used by an individual player over that amount the company reserves the right to further investigate bonus abusing pattern and deduct bonus winnings

 

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 abue

I can forward e-mail to your e-mail , which adres I need to use

Hello Pim0406,

My e-mail address was above in the previous post - nikolas.b@casino.guru.

Dear Pim0406,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Nick i sent it to your mail

Hello Pim0406,

The casino claim that they explained the reason of deduction in their original e-mail.

Can you please forward that e-mail as well?

Regards,

Nick

Hi, sent - thanks!!

Thank you Pim0406 for all the information provided. As it is yet unclear, which term did you breach exactly, we will try to get in touch with the casino.

I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Pim0406,

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

We would like to invite Rise of Bets Casino to join the conversation.

Dear Rise of Bets Casino,

I would appreciate more specific details regarding the player's actions that were considered a breach of the abovementioned rules as they cover various scenarios.

I kindly request any evidence that substantiates the claims regarding the player's alleged breaches of your terms and conditions. Please feel free to send the information alongside the supporting evidence to me at your earliest convenience at michal.k@casino.guru

Thanks

Thank you for the information and evidence provided, Rise of Bets Casino Team.

Dear Pim0406, 

I have obtained information that supports the casino's decision. It seems that you accessed your account and placed bets while utilizing a VPN, as multiple IP addresses have been identified. Additionally, it appears that you exceeded the maximum bet limit while a bonus was in effect, and you engaged in betting on various sports events in a manner deemed inappropriate by the casino team.

Because your complaint is purely sports betting-related, I regret to inform you that I cannot offer any further assistance. We don't have a branch dealing with sports betting, thus we wouldn't be able to advise you correctly. If you haven’t known that yet, our Casino Guru complaint forum deals with complaints regarding online casinos and online casino games only.

You are free to submit a complaint to other services that are dealing with sports betting-related issues, but sadly, we are not able to pursue your case further, and we have to reject your complaint. Thank you for your understanding.

We have also been made aware that you have submitted a complaint to MADRE, the Alternative Dispute Resolution body for Rise of Bets Casino. They are responsible for issuing an official decision regarding your case. I would be grateful if you could share their decision with me at michal.k@casino.guru.

We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us, and we will try our best to help.

Best Regards,

Michal

Casino Guru