North Casino - Pelaajan voitot takavarikoitiin.

Hello! Please accept my complaint to North casino. I tried to solve the problem without involving a third party, but I did not succeed. In this regard, I turn to you for help.

The casino took my $2282 winnings and blocked my account. I don't agree with this.

On March 28, the casino reported that the confiscation of funds and blocking were caused by a repeated violation of bonus conditions. However, despite my requests to provide evidence of a repeated violation, the casino did not provide evidence.

I inform you that initially, not fully understanding the rules of the game, I committed a violation. For this violation, the casino withheld my winnings of $249. However, in the future, having studied the rules in detail, I continued to play and no longer allowed any violations. Moreover, the casino itself gave me the opportunity to use bonuses, which I did. And when I managed to win, the casino confiscated my money and blocked me!

I guess the casino decided to take a win-win position: the casino takes my money if I lose or confiscate my winnings if I win!!!!

This behavior is contrary not only to the norms of international law, but also violates the general norms of morality!

In addition, from a legal point of view, the casino is not entitled to withhold funds for violations for which I have already incurred responsibility!

I hope for your help in resolving my dispute with North Casino.

Hello maraars,

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

Could you please advise if your account is already verified and if yes, since when exactly? What kind of bonus did you use to accumulate your winnings? Is it possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

my account was verified on March 23rd. I used the welcome bonus on my third deposit. Betting history and correspondence with the casino has been sent to nikolas.b@casino.guru.

Hello maraars,

Thank you for the betting history provided. Can you please clarify (or send a link) which bonus did you use to accumulate your balance?

https://www.northcasino.com/promotions/welcome

3 deposits

Thank you maraars for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, maraars,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite North Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear North Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the winnings been confiscated? It looks like he did not exceed the maximum bet amount while playing with the 3rd deposit bonus. What steps should the player take to unblock the account and possibly withdraw? Is there any important information that the player has not shared with us yet?

Thank you in advance for providing the information.

Hello,

thank you for this discussion.

this player has constantly broken the terms of the bonus rule regarding maximum bets of 10% of their balance and pattern of play was indicative of bonus fraud attempt.

Following a first cancellation of winning and warning, the player continued with the same pattern of play and attempt to abuse our bonus rules. Therefore our terms regarding the fact that any previous breach of terms would lead to cancellation of further winnings had to be applied.

The player’s deposit was refunded and the player banned in accordance to our terms.

Since we understand that the player provided his betting history, you can easily verify these facts, as well as our published terms and conditions

thank you,

the North Casino team

Dear All,

by carefully studying the history of my games, you will notice that the conditions of the bonus rule were violated 1 time! And I have already been held responsible for that violation - the casino withheld my winnings of $249.

After that, my games fully complied with the bonus rules, no violations were made.

If the casino has decided to block my account - this is the right of the casino, but the winnings must be paid in full.

Dear maraars,

Can you please confirm your deposit was refunded? If yes, what was the amount of this deposit?

Dear North Casino team,

Allow me please to ask you a few more questions.

Can you please confirm that the player was earlier penalized for breaching the casino's Terms and Conditions and that he was allowed to continue playing?

Could you specify a breach of the casino's rules? I checked the player's gameplay, and I cannot see a row where he would have breached the maximum bet amount rule. He made bets of 5.00 USD, and his balance was not under 50.00 USD for the entire time he played with the 3rd deposit bonus.

Why was the player provided with another bonus after breaching the casino's Terms and Conditions? It does not make sense that the casino allowed him to activate and use it, and although he did not breach the casino's rules (or the casino allows such gameplay in its Terms and Conditions), the casino confiscated his winnings.

If I overlooked something, feel free to correct me.

Hello,

Northcasino refunded my $110 deposit and withheld $2,282 of my winnings.

Hello Branislav,

Thank you for your questions, here are our answers in order:

Yes, because of his repeated breach, some winnings had had to be voided before and the player was notified of our policies. We did not close his account at that point since our policy is to give players a second chance it case the breach was an honest mistake.

The player pattern was entirely similar to his previous breaches, clearly demonstrating that the player still intended on abusing our bonus system.

The system does not let us prevent a player from claiming bonuses unfortunately. We can only close the account entirely which we try not to do for the reason mentioned above.

As the player confirms, and in accordance with our terms and conditions, the player’s deposit was refunded and the player banned.

Best regards,The North Casino Team

Hello,

I'm absolutely convinced that there was no repeated violation on my part. Accusations without evidence have no legal force! So I ask the casino to indicate on what date and in which game the bonus conditions were violated. Thank you in advance.

Dear North Casino team,

Thank you for your reply and explanation.

However, there is a rule which includes a part that "the Casino reserves the right to prohibit Players from receiving any bonuses" in the casino's bonus terms and conditions (available HERE, part "BONUS PLAY-THROUGH REQUIREMENTS"). How is it meant, please? Or, how does it work and why is it not used against "suspicious" players?

As was mentioned above, it does not make sense that the casino allowed him to activate and use a bonus, and although he did not breach the casino's rules (or the casino allows such gameplay in its Terms and Conditions), his winnings were confiscated anyway. You can read more about our attitude towards the situations like this in section 9 of our Fair Gambling Codex.

I would like to also comment on the following statement:

"The player pattern was entirely similar to his previous breaches, clearly demonstrating that the player still intended on abusing our bonus system."

Can you please clarify "the player's pattern" in more detail? Do I understand correctly that the player was just playing at the maximum bet amount (€5), but in the case of the third deposit bonus, he managed not to fall under the €50 balance, so he basically did not breach the maximum bet rule? If that is correct, why should it be considered bonus abuse if it is allowed in the casino's bonus terms and conditions?

If it suits you better, reply via email (branislav.b@casino.guru).

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.

All of our promotional offers and bonuses are at our discretion when dealing with players that are considered as risk of bonus abuse or those that we deem ineligible for bonuses for any reason. This is a standard rule of any business, we cannot give all the specific details when it could apply.

Regarding that player’s patterns, it was based on bet size indeed, transaction pattern, types of games played and other proprietary methods that we use in trying to identify bonus abusers and other types of fraud. As disclosing all of the tools that we look at to identify these patterns would allow potential abusers to refine their fraudulent methods, we cannot provide more details than that

Hello,

I ask again the casino to indicate on what date and in which game the bonus conditions were violated. Thank you in advance.

Greetings all,

I am sorry for the delay.

Dear North Casino team,

Could you please look at my last email regarding this case and provide me with the requested details?

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.

Dear maraars,

In the meantime, I was in contact with the casino outside of the thread and also discussed the matter internally with the team, which only confirmed our attitude indicated above. Now I am extending the timer once again and providing the casino with extra time to inform us about its final decision.

The matter was explained and clarified in more detail, and I am waiting for a response from the casino.

Dear North Casino team,

Can you please look at my last email with a detailed explanation? Is the casino able and willing to reconsider its decision?

Please note if the casino persists in its decision, we will be forced to close the complaint as unresolved.

Looking forward to hearing from you.

Dear maraars,

Unfortunately, as you can see, the casino stopped responding, and they have not responded to my email either, which means their decision likely remains unchanged. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react and reconsider its decision, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help or have news from the regulator, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru