MENACE.com Casino - Pelaajan tili on suljettu ja varat takavarikoitu.

Hi, the casino permanently closed my account and confiscated my balance, citing "advantage play techniques that violate Menace.com Terms and Conditions."

I want to be fully transparent: I have used card counting during 2 of my sessions on this site. Card counting is not explicitly prohibited in Menace's terms & conditions.

No session-specific evidence has been provided. The casino has not clarified which exact sessions were flagged, or why the confiscation was applied to my entire account, including funds from deposits and sessions where no advantage play occurred.

Importantly, my last deposit and gameplay did not involve any card counting at all. I played Multihand Blackjack where cards are shuffled every round, making card counting impossible. Despite this, funds from those sessions were confiscated.

These are the terms they claimed I broke:

9.1.3. The Company considers that the player used the products and services offered on the Website in an inappropriate manner or deliberately took unfair advantage of the Company.

9.1.4. The Company considers that the player used the services in a fraudulent and/or improper manner. The Company has reasonable grounds to believe that such activity took place, supported by third-party provider confirmation.

9.1.5. The player used mathematical techniques or manipulative strategies that distorted normal gameplay and provided an unfair advantage, leaving no place for chance.

I contest that none of these terms were breached in a manner that justifies confiscation:

I did not take unfair advantage of the company. Card counting is not an unfair advantage, it is skillful and legal. In that case card counting would've been explicitly prohibited in the casinos terms which its not. None of it is fraudulent or improper. "leaving no place for chance" This is incorrect. Card counting does not eliminate chance, does not guarantee outcomes, and does not alter or manipulate or distort gameplay. Variance remains fully present, and I did not even profit during my card counting sessions. Actually the only profit from my gameplay was during my last session where no card counting occurred.

The entire amount confiscated, (approximately $446 or 3.6 sol) originates from my last deposit and sessions, during which no card counting or advantage play occurred. I deposited $250 usd, played multihand blackjack with cards shuffled after every round. I won and my balance was at $400 when I requested my withdrawal. This directly contradicts the casinos justification. The additional $46 came from some rakeback bonus I claimed.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you’re experiencing. To better understand your situation, I would kindly ask you to clarify a few points:

• Could you please describe in more detail how you used card counting during your gameplay at this casino? Did you use any software, tools, or external assistance to count cards, or was this done manually?
• Have you made any successful withdrawals from this casino in the past?
• Have you passed full KYC verification (identity verification) at this casino?
• Besides blackjack, have you played any other games at this casino? If yes, please specify which ones.

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,

Could you please describe in more detail how you used card counting during your gameplay at this casino? Did you use any software, tools, or external assistance to count cards, or was this done manually?

I did not use any tools. All the card counting was done manually.

Have you made any successful withdrawals from this casino in the past?

Yes I have made successful withdrawals in the past. My last session on this casino, I did not use any card counting, I only played Multihand Blackjack where card counting is impossible. Despite this, all of the funds from this session was confiscated from the casino.

Have you passed full KYC verification (identity verification) at this casino?

I was not asked to complete any KYC verification.

Besides blackjack, have you played any other games at this casino? If yes, please specify which ones.

From what I can remember, I only played blackjack at this casino. My account has been closed so I can't confirm this.

Dear BigT1

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello BigT1,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and just to confirm if I understand it correctly, the winnings you are contesting originated from your participation in non-live-dealer blackjack games. Is that correct? Were you previously notified by the casino that they identified some disallowed gameplay before your account was closed?

I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite MENACE.com Casino to join the conversation.

Dear MENACE.com Casino,

I would appreciate it if you could furnish me with any evidence that substantiates the alleged breaches of your terms and conditions for which the player is being accused. The player asserts that their most recent winnings were derived from a multihand blackjack game, where card counting is reportedly not feasible. Therefore, we kindly request your clarification, including a review of the player's game log from that period.

Please feel free to send the information and evidence directly to me at michal.k@casino.guru for an independent evaluation.

Thank you in advance.

Hey Michal,

Yes that's correct. My last deposit I made was on December 20 where I deposited $250 and I did not play any live dealer games with that deposit. I only played multihand blackjack which is not live and I profited $150 so my balance was $400, all from non-live blackjack. My withdrawal was rejected and a few days later on December 23, I got an email saying that my remaining funds of $400 has been confiscated by Menace and that my account has been permanently blocked.

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.

Greetings Michal,

Thank you for your message and for extending the response timeframe.

We have carefully reviewed the player’s statements and would like to clarify the following.

First and most importantly, Menace.com always acts strictly in accordance with its General Terms and Conditions. Any suspicion related to gameplay, transactions, or account activity is verified multiple times, including through direct communication with official representatives of the relevant game providers. This approach ensures that every decision we make is well-founded, evidence-based, and properly justified.

This case was no exception.

We will provide the necessary information to the forum’s official representative via the specified email address in due course. We remain fully open to cooperation and are prepared to supply all relevant details and supporting evidence required for a transparent and fair review of this matter.

Dear MENACE.com Casino,

Thank you for your email. I have responded back with some additional inquiries to better understand the situation and am awaiting your reply.

Dear BigT1,

The casino team has provided certain information and evidence that raises valid questions, which may partially clarify their actions. We, in general, would like to see online casinos treat card counters similarly to land-based casinos. In physical casinos, if a player is caught counting cards, they may receive a warning, be removed from the table, or be banned — but in all cases, they are allowed to keep their chips.

That being noted, given that you participated in over 40 tables over the course of 3 days, this quite significantly strays from what one would typically consider "recreational" play. Could you kindly clarify that?

Hello Michal,

Regarding the number of tables, I’d like to explain that this was part of my normal play. I often leave tables based on how the game develops, including the cards being dealt, as well as the pace or overall feel of the table. I played over a longer period of time, and I was also down money during parts of my play, which is a common reason recreational players continue playing longer and try different tables.

I want to be transparent that card counting is something I enjoy and consider part of my recreational play. It does not remove chance or guarantee outcomes, and it is not restricted by the casino’s terms.

Most importantly, the confiscated balance came entirely from my last deposit on December 20, where I only played Multihand Blackjack with cards shuffled every round, making card counting impossible. No live dealer blackjack was played during that session.

Dear BigT1,

Thank you for your reply.

The casino team has shared certain information and evidence that raises legitimate questions and somewhat justifies their actions, particularly when considering the rules you agreed to upon registering at the casino, as conveyed to you already.

While you are correct that card counting is not explicitly listed as prohibited in the casinos' T&Cs, it may fall under rule:

9.1.5. Player utilized devices such as robots or other artificial assistants, external programs or mathematical techniques, or any manipulative strategies that distort normal gameplay and provided the Client with an unfair advantage, leaving no room for chance (especially in roulette games).

That said, at Casino Guru, we do not evaluate cases solely based on a strict interpretation of the rules. We also consider broader principles such as fairness, transparency, and reasonable casino practices. I am currently reviewing the details of this case and working toward finding a fair and balanced resolution that could lead to a mutually satisfactory outcome, if possible.

Dear MENACE.com Casino,

Thank you for your email. I have replied with my thoughts regarding the situation, along with a few additional questions, and I am currently awaiting your response.

Thank you Michal for the clarification.

Even when focusing specifically on the highlighted parts of clause 9.1.5 — "mathematical techniques" and "that distort normal gameplay" — I do not believe my gameplay meets this definition.

Some level of mathematical thinking is used in all forms of gambling. Players constantly calculate odds and make probability-based decisions. The term "mathematical techniques" is extremely broad and not defined in the T&Cs, which makes it unclear how it can be selectively applied.

Likewise, "distort normal gameplay" is not defined anywhere in the rules. I am unclear what behavior this refers to, especially when no game mechanics were altered, manipulated, or interfered with in any way.

For this reason, I do not see how this clause can reasonably justify the confiscation of funds, particularly when the disputed balance originated from later gameplay where no such techniques could apply.

Thank you for taking the time to review this.

Dear BigT1,

Thank you for your reply and for expressing your thoughts. As I indicated earlier, if we look strictly at the rules, the casino team technically acted in accordance with their terms and conditions, which you have accepted, and it is important for you to comply with them. I simply want to make sure you are aware of this context.

If you think that card counting does not qualify as a "mathematical technique", I would be grateful for your insights on why you hold that view.

This being said, at Casino Guru, we do not assess situations solely through a rigid interpretation of the rules. We also take into account broader principles such as fairness, transparency, and reasonable practices within the casino industry. I am in the process of reviewing the specifics of this case and striving to achieve a fair and balanced resolution that may hopefully lead to a mutually agreeable outcome, if feasible.

Dear MENACE.com Casino,

Thank you for your additional email. I have responded with my further comments on the situation, along with a few additional questions, and I am awaiting your reply.

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 MENACE.com Casino,

Thank you for your recent email. I have replied accordingly and now await the evidence requested, which should allow me to properly review and assess the matter.

Dear BigT1,

I wanted to take a moment to update you. I have received new information and evidence that offers a different perspective on the situation, which necessitates further careful consideration.

I will endeavour to provide a more detailed update as soon as it becomes available.

Thank you for your emails with the information and evidence, MENACE.com Casino Team.

Dear BigT1,

Thank you for your patience while we conducted a thorough review of your case. After carefully examining all the information and evidence provided by the casino, including your complete game logs, we have determined that this situation requires a more nuanced look than initially anticipated.

Our analysis indicates that certain patterns observed during your gameplay differ notably from typical recreational play. Specifically, we noted that your win-to-bet ratio consistently exceeded statistically expected probabilities during your sessions of Pragmatic Play's "Blackjack X" games. It is important to note that these games operate using a software-based random shuffle and dealing system, which means conventional card counting would offer very little, if any, advantage at all. This discrepancy has led us to conclude that unauthorized software or other prohibited assistance may have been used—an action that contravenes the rules of virtually all online gaming platforms.

As an independent party, we have carefully weighed all aspects of the information provided. Based on our assessment, the casino's decision appears consistent with the terms and conditions agreed to at the time of account registration.

Not only is it indisputable that card counting was used, but it all indicated this was utilized with some form of prohibited assistance; thus, your statement that you use only your own skill does not align with the facts.

Accordingly, we will now proceed to close this case as Unjustified, as a violation of the casino’s rules has been confirmed. I strongly recommend that you take some time to read, understand, and most importantly, follow the casino’s terms and conditions to avoid similar situations in the future.

Best regards,

Michal

Casino Guru