Cusco Casino - Player’s account has been closed.

I had added 2000 euros to this casino and suddenly one day my account was closed.

I contacted support to withdraw my balance but they have been ignoring me.

Dear andandjonnyx,

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 specify if you made any successful deposits to this casino before?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino?

Have you played anything with the money you deposited, or has your account been closed immediately after you made the deposit?

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

I have deposited and withdrawn from the casino many times.

It has passed KYC.

After depositing, I played and applied for a withdrawal, but then my account was closed.

What games did you play to accumulate your most recent winnings?

Did you play with or without a bonus?

Have you received any emails from the casino regarding the closure of your account in the meantime? If so, kindly forward them to me at veronika.f@casino.guru.

Thank you for your patience and cooperation.

I think it's baccarat in a live casino.

I didn't use the bonus.

I have only received an email informing me that they are closing and I replied asking to withdraw my balance but have heard nothing.

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you andandjonnyx for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cusco Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help them withdraw their funds.

Thank you!

Hello everyone,

We have conducted a thorough review of the situation and would like to clarify and highlight several key aspects regarding the player's activity. 

Following a detailed analysis, our anti-fraud department identified fraudulent schemes that violate our casino’s rules. As a result, the player's actions were classified as fraudulent and in direct contradiction to the principles of fair play.

We would like to emphasize that prior to detecting these violations, the player's withdrawal requests were processed without any delays, reflecting our commitment to transparency and fairness in customer interactions. Additionally, the player's total winnings exceeded their deposits by 1.5 times, further confirming the integrity of our operations.

After the detection of fraudulent activity, the player's account was classified as fraudulent, and the remaining balance was written off in accordance with our policies. Please note that only the balance was affected, and the player's deposited funds were not written off. Furthermore, following the last deposit, the player placed bets totaling €3,760.

We remain committed to maintaining a secure and fair gaming environment for all users and strictly adhere to our anti-fraud policies. Should you require any further clarification, please do not hesitate to reach out.

Kind regards,

Cusco Casino Team

Thank you for the update Cusco Casino representative. Would it be possible to provide me with evidence of the fraudulent schemes? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

I have used this casino many times and have never received a warning.

I'm sure I haven't even had any violations like betting $10 in bonus money.

There is such a thing as a difference in interpretation when it comes to play, so I would first communicate warnings, etc.

That is the norm.

In the first place, this one is requesting to withdraw the deposit funds.

I am submitting this complaint because I cannot withdraw because my account has been closed.

Hello everyone,

We conducted a detailed analysis of this player's gaming activity and discovered the use of a scheme approach to bonus wagering, which is a violation of fair play and the principles of responsible gambling.

The player made large deposits for a bonus. The player's main activity was exclusively in the game Heads and Tails XY from BGaming.

The strategy of betting 1 euro was used, which allowed to wager with minimal risks.

In case of a win in this game, a multiplier of x1.98 is awarded, which with a chance of 50% allows to wager with practically no losses or even with a profit.

After wagering the wager on the deposit, the player withdrew funds and in the same way wagered the wager on the bonus.

Thus, the anti-fraud department regarded this activity as a deliberate use of a scheme strategy, which contradicts the principles of fair play and the terms of the casino's bonus policy.

Thank you for your attention and we hope for your understanding.

Kind regards,

Cusco Casino Team

I think you misunderstood something, this complaint is about the balance deposited.

Don't you understand that I am asking you to refund the remaining balance?

We can't get inside the casino operators' heads about the vague concept of "strategic."

They should just stop making bonus offers in the first place.

There is no way they should be allowed to close accounts and not refund deposited balances without taking such action.

Thank you for the update Cusco Casino representative. We believe that the best solution in this regard is to not count low-risk bets towards wagering requirements at all or count them with a minimum contribution. If that's not a viable route, we would suggest treating each case individually. This would mean that if a player is found employing the strategy, the casino should increase the wagering requirement for them proportionally, and not allow them to withdraw before they complete it the right way. The confiscation of winnings only based on betting strategies is against our Fair Gambling Codex. We kindly ask you to reconsider your decision otherwise we will have to close this complaint as "unresolved" which may negatively affect your rating. The other option would be to return the player's deposit as requested and we would consider this issue resolved. Thank you in advance for your reconsideration!

Hello everyone,

Thank you for your response and suggestions.

We fully respect your Fair Gambling Codex; however, we must emphasize that our actions align strictly with our Terms and Conditions and Responsible Gambling Policy.

Upon conducting a thorough investigation, our Anti-Fraud Department confirmed that the player deliberately exploited a low-risk betting strategy to abuse our bonus system. This behavior directly violates our Fair Play rules and bonus policy, which are clearly stated in our Terms and Conditions and accepted by the player upon registration.

Due to this breach, we have made the decision to close the player’s account and classify the remaining balance as fraudulent gains obtained through prohibited gameplay practices.

We are also happy to provide any additional information regarding the player’s activity if needed. Please let us know if you require further details.

Thank you for your attention and cooperation.

Kind regards,

Cusco Casino Team

Thank you for the update Cusco Casino representative. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

There was a huge amount of work for the casino to do, such as making games that allow low-risk wagers unplayable with bonuses in the first place.

Failing to do so and allowing users to play the games and then calling it cheating is outrageous.

I have used this casino several times and have not even received a warning.

The casino must have checked my play many times when I applied for withdrawals.

Why didn't you say anything then and suddenly complain later?

Hello everyone,

We have sent you an email to the address you provided. Kindly check your inbox, including the spam or junk folder, to ensure you receive our message.

The email was sent from support@cuscocasino.com. If you do not see it, please let us know so we can assist you further.

Looking forward to your confirmation.

Best regards,

Cusco Casino Team

Please forward to me as well.

The casino may be submitting information for your convenience.

The last deposit should not have even used the bonus in the first place.

Thank you for providing me with the information Cusco Casino representative. As I have mentioned previously, we consider any confiscation of funds to be against the spirit of fair gambling. If you find players employing strategies, you should find ways to alleviate the situation during the gameplay like increasing the wagering requirement for them proportionally, not confiscating winnings after the fact. Confiscating the funds after a player has already played and won creates a situation where the player bears all the risk, while the casino avoids any consequences. If you do not reconsider we will be forced to close this complaint as unresolved as we believe your actions to be against our Fair Gambling Codex. Thank you for your understanding.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

As we have not received a response we are forced to close the complaint as unresolved due to the casino's actions being Against our Fair Gambling Codex.

Dear andandjonnyx, I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I would recommend contacting the casino's regulatory body but as they acted according to their terms and conditions I don't think this option would lead anywhere. I am sorry I could not be of more help on this occasion.

Best regards,

Peter