Paradise Play Casino - Pelaajan voitot takavarikoitiin ja tili suljettiin pysyvästi.

My complaint is with paradisecasino.com they have same platform as playboom24 but I could not choose the casino because its a new casino from Sarah Eternal S.R.L. ( same like playboom, skycasino etc ).

Ive registered on paradiscasino.com and deposited 280 euro. Ive been lucky and won 150

After I made the withdrawal I had to verify myself and I did I was verified.

But still the message keep popping up that I should verify myself.

So today ive send many emails and chat about my verification. They said I had to send my documents to support email. And I did. They were accepted.

Then all of a sudden I get a email they confiscate my withdraws and block my account.

Email:

Hello,

I hope you are doing good.

This email is regarding your withdrawal request and your gaming account. We are sorry to inform you that the winnings of 10000€ has been confiscated and your gaming account has been permanently closed with us as per below terms conditions.

8.4. We reserve the right at our sole discretion to block or close your Account on any platform owned by Sarah Eternal S.R.L. if we consider that your continued use of our Services is detrimental to your health and well-being.

However your deposit of 280€ will be refunded to the same account to which you had requested to withdraw.

You will receive an confirmation email from our end once your deposit refund process initiated. We request your patience and understanding with this regard.

If you need help with anything else, please do not hesitate to contact us again, either by email (support@paradiseplay.com) or chat,

Best regards,

Dear mhroelink1,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Paradise Play Casino.

Do you have accounts in other casinos operated by Sarah Eternal S.R.L.? If so, could you please advise if you requested self-exclusion in any of these casinos?

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,

Self exclusion only applies on casinosky & playboom.

Also the reason I closed my account was not gambling addiction related. As I should have send a email then tell them im a gambling addict.

Its because I won 1500 and there is 65 euro in my casino account and they just dont want to pay out my winnings.

I didnt had any gambling addicted behaviour at all. Even at casinosky I didnt had any addicted problems.

Ive deposit a few 100 and withdraw a few 100. I self excluded because the website the games didnt gave anything anymore.

If you self exclude/close account it doesnt says your a problem gambler. It maybe says in the description you think maybe you play to often. But it does not says im a problem gambler i have problems i lose to much money so I want to close my account!

If you want to self exclude on their website for gambling addiction you can contact support trough email.

And again if you self exclude it would only be on the website you are playing on not on the other brands of Sarah ltd. As again shown on the screenshot.

It really just is because I won 1500 euro they do not want to pay my winnings. And flag me by no reason.

But I see casinoguru once again cant do anything. As I already knew. Because playboom etc is same brand and even there the casino doesnt response on any complaints. And have many blackpoints.

Fun fact is ive closed my account on playboom aswell last year. And I could play on casinosky what ever I wanted and withdraw as I wanted. But those were not huge amounts. But if you win 1500 euro they flag you?. So you really dont see that is a scam? ;) .

Dont even know why im bothering with responding on this because obviously you guys are in favor of the casino's so often for ridiclous reasons.

280 euro deposit as a new member is not gambling addiction behaviour.

Self exclusion on a other website ( casinosky ) will not be put on all casino's of the sarah brand.

That selfexclusion was because I didnt like thenwebsite not because I was gambling addicted. I only deposit there a few 100 and withdraw a few 100.

Conclusion: if you win big on a other casino they flag you and say yes we take away your money and close your account for you for wellbeing?

Also there terms and conditions say nothing about confiscating the money if you have a account on another platform of sarah eternal SRL.

Based on your T&C its not saying anything about confiscated funds. 

8.4. We reserve the right at our sole discretion to block or close your Account on any platform owned by Sarah Eternal S.R.L. if we consider that your continued use of our Services is detrimental to your health and well-being

In a other piece of your terms you specifically say it can be confiscated in this one you are only telling that my account can be blocked.

In another piece of information of there Terms and conditions it says if you have Duplicated account we are in the right to confiscated the funds. this is not the case so they should pay out my winnings.

Bes regards

Michiel

Could you kindly advise why you copied and pasted the text from a different complaint regarding this casino?

Hello because we almost face the simulair problem.

I made a deposit of 280 euros. After I requested a payout of 1,500 euros, the casino sent me an email with the following:

Hello,

I hope you are doing good.

This email is regarding your withdrawal request and your gaming account. We are sorry to inform you that the winnings of 1500€ have been confiscated and your gaming account has been permanently closed with us as per the below terms and conditions.

8.4. We reserve the right at our sole discretion to block or close your Account on any platform owned by Sarah Eternal S.R.L. if we consider that your continued use of our Services is detrimental to your health and well-being.

However, your deposit of 280€ will be refunded to the same account to which you had requested to withdraw.

You will receive a confirmation email from our end once your deposit refund process is initiated. We request your patience and understanding in this regard.

If you need help with anything else, please do not hesitate to contact us again, either by email (support@paradiseplay.com) or chat,

Best regards,

Max

Paradise Play Support

Could you please specify if you had accounts in any other casinos besides Paradise Play owned by Sarah Eternal S. R. L.?

Have you requested to be self-excluded in any of them? If so, did you self-exclude in your account directly, or did you get in touch with customer support and send them an email requesting self-exclusion?

Have you used the same personal information for registering in the casinos owned by Sarah Eternal S. R. L.?

If you have any relevant communication between you and the casino regarding your case, please forward it to veronika.l@casino.guru. Alternatively, you may post screenshots here.

Have you used the same personal information for registering in the casinos owned by Sarah Eternal S. R. L.?

Yes at casinosky and playboom but this is a while ago..

yes, I asked them to close my playboom acocount due to the lack of customer loyalty see the chat here:

Playboom:

Chat started: 2023-09-24 02:12 PM UTC

(02:12:52 PM) Michiel (dda79c8bf97f): Free spins

(02:13:00 PM) *** Jonas joined the chat ***

(02:13:03 PM) Michiel (dda79c8bf97f): Visitor uploaded: Screenshot_20230924_161121_Gmail.jpg

Type: image/jpeg

Size: 687819

(02:13:06 PM) Jonas: Hi there. Welcome to Playboom Support. My name is Jonas and I will be assisting you today.

(02:13:09 PM) Michiel (dda79c8bf97f): Can you add these fewe spins

(02:14:01 PM) Jonas: Could you please share the screenshot where we can see the sender and receiver name of email?

(02:14:56 PM) Michiel (dda79c8bf97f): Yes

(02:15:01 PM) Michiel (dda79c8bf97f): Visitor uploaded: Screenshot_20230924_161427_Gmail.jpg

URL: https://v2uploads.zopim.io/z/Z/u/zZu109goouGkmgzmGGx9c6w0DJPG3yOd/1a1d24b3d0ceee3e0d3f3955617fbaf3a559b660.jpg

Type: image/jpeg

Size: 787241

(02:15:15 PM) Michiel (dda79c8bf97f): It's not in my inventory

(02:15:28 PM) Jonas: This email was send on 22 August

(02:15:39 PM) Jonas: Unfortunately this offer is expired and you cannot claim it now

(02:15:48 PM) Michiel (dda79c8bf97f): Oke can you add another bonus to my acc

(02:15:55 PM) Michiel (dda79c8bf97f): I never received deposit bonuses

(02:16:28 PM) Jonas: Once any deposit bonus is launched and if you are eligible, you will be notified from our end or the offer will be available in promotions page for you

(02:16:46 PM) Michiel (dda79c8bf97f): Can you add a bonus

(02:17:10 PM) Jonas: May i know regarding which bonus you are referring to?

(02:17:39 PM) Michiel (dda79c8bf97f): I played times add the casino so I would like to receive a bonus if not I will go to another casino

(02:17:48 PM) Jonas: It may take a moment for us to check this. Could you please allow me a moment?

(02:17:59 PM) Michiel (dda79c8bf97f): Sure

(02:18:50 PM) Jonas: I regret to inform you that at the moment, there are no bonuses available. But do not worry, this does not mean that you are not eligible for bonuses in the future. For now, we have bookmarked your name for next bonus request. Hence, we request you to please get back to us another day.

(02:19:05 PM) Michiel (dda79c8bf97f): Then please close my account

(02:20:20 PM) Jonas: Thanks for your patience. I have now closed your account as per you request

(02:20:22 PM) Jonas: Is there anything else I can help you with?

(02:20:24 PM) Michiel (dda79c8bf97f): If this is not possible I would like to close my account thanks

I also never requested self exclusion because of a complaint they closed my account.

I had a account at casinosky but the casino closed the account by themselves also because they were lacking customer support. i never requested self exclusion!

Once again i never requested self exclusion for both casinos.

Thank you very much, mhroelink1, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 mhroelink1,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Paradise Play Casino to join the conversation and participate in the resolution of this complaint.

Dear Paradise Play Casino,

Could you please explain why the player's winnings were confiscated despite the player only requesting account closure?

Kind regards,

Tomas

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.

Dear mhroelink1,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. 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.

Since the casino operates under the Costa Rica license which doesn't have the option to file an official complaint with the licensing authority, I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Tomas

Casino.Guru