Live Casino House - Pelaajan bonusvoitot mitätöidään.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?

Have you tried to communicate with casino which exact rule has been breached and why your winnings have been confiscated? Additionally, please specify which exact bonus you have redeemed and played? I would like to check terms and conditions.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

They have 2 similar casinos, happyluke and Live house casino.

Both casinos have similar promotions and I have participated in both.

I win a small amount at Happy Luke and every move goes well, I get my winnings fast.

But when I win a bigger amount at the Live house casino, they report the cheating.

I'm sure I'm the only player in my family, not same IP address, and I'm only playing on 2 of their sites.

Below is the translation of their email responses into English:

Welcome, honored guests

Thank you for your response to the Live Casino House letter.

About the information you responded, Nhat Duy would like to explain to you as follows:

- During the betting process all participating betting accounts (at Live Casino House in particular and other bookmakers who are currently the Provider's partners) are closely monitored by the Fraud Prevention Department.

_ Accounts that violate the Terms and Conditions, whether accidentally or intentionally, are considered to be a violation of the house law.

Therefore, the content of the letter sent to you is the final decision of Live Casino House.

If you need more information, please contact Online Support for more information.

Wish you always have lots of luck!

Best regards,

Nhat D***

Customer Service Department

Thank you very much, Huynh, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Huynh.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Live Casino House 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear HUYNH.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Member,

This is in response to your query.

The game play observed in your account by our Fraud Prevention Department violates Live Casino House Terms and Conditions specifically to the clause:

6.3 Any attempt to circumvent our promotions’ terms and conditions by any means will result in forfeiture of the said bonus and associated deposited amount when applicable

Please refer to Live Casino House Term’s and Condition

All findings of this matter is treated as highly confidential and cannot be divulged.

This is the final decision of Live Casino House.

Regards,

Live Casino House Team

Dear Live Casino House Team.

Thank you for your cooperation. Please, could you provide us with evidence sustaining your claims? We can request a Power of attorney (in any form) from the player if it can help.

Of course, we believe that your claims are justified but without proofs, we will be forced to close this complaint as 'unresolved'. You can post it in this case and we will mark it as sensitive (not visible for the public) or you can forward it to my email address jozef.k@casino.guru.

We would like to ask the Live Casino House team to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear HUYNH.

I can confirm that we have received relevant proofs from the casino sustaining their claims. Unfortunately, they cannot share any specific information publicly and we respect it because it is fraud-related.

Therefore, we are forced to close your complaint as 'rejected'. If you do not agree with our decision you can always file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru