Paradise Play Casino - Player's account gets blocked with winnings confiscated.

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 19-12 on paradiscasino.com and deposited 150 euro. Ive been lucky because I had a max win on gates of olympus 1000 on 60 cent and I won 9000 euro. At the end of the evening ive managed to withdraw 10.000 euro's.

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 150€ 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,

Jonas

Paradise Play Support

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This ofcourse is a scam I ve only deposited 150 euro. Wich health issues!? Help me to get my money. Because they are just stealing my withdraw because its a lot of money.

Dear Sabine1984,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Paradise Play Casino. We are currently in the process of adding it to our database, so when the review is finished, we will assign the complaint accordingly. Please allow me to ask you a few questions to make sure I understand your situation completely.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Ive played at casinosky and closed my account myself because I didnt like the casino that much.

Thats it. It really is just that they do not want to pay out my withdraw of 10.000 euro.

Ive only deposit 150 euro. That they refund and steal my withdraw.

I dont know what they are talking about close my account for my wellbeing? And why would you confisticate my money then?

Ps the withdraw was not for 9.000 euro but 10.000 euro.

Casinosky

Could you please specify how you closed your account at Casinosky? Have you sent an email to the casino with the account closure request? If so, please forward the email as well as the casino's reply to veronika.l@casino.guru.

No I closed my account myself. indefinitely. I could do that myself.

So I did not email them and asked to close my account. You could close your account. Without specifying any reason. I just closed it.

I took a 3 month time out before that in july and 1 nov timeout was over as stated in the email. But then I logged in and just closed my account.

This is what I see in the player's profile in Casinosky:

The only way to close your account indefinitely is to request self-exclusion due to gambling problems. If this is what you requested, we agree with Paradise Play's decision to cancel your winnings and return the initial deposit to you. Please let me know if there is anything else I can assist you with, otherwise, this complaint will be closed.

Im sorry to say but that is rubbish. It doesnt says if I close my account it says im a gambling addict. Its just to close your account for always because I didnt want to play their anymore.

My account at paradise play was verified there was nothing wrong. And they let me play till I wanted to withdraw 10k!

So really this is your descision? Dont you see its just because they dont want to pay out my winnings? Like the hundrerd other complaints they have for closing people's account and confisticate their money?.

Ive opened so many complaints on here and 0 complaints have been handled. Its always somehow in favor of the casino. If I open a complaint at casinomeister biggest complaint forum there is they 99% help you out! But somehow casinoguru has more reaction from some casino's thats why I always try with casinoguru.

Everytime i get told yes if you didnt email the casino you are a gambling addict then it doesnt count so the self exclusion doesnt count etc. ( like the wizebets complaint)

Casinoguru you are rubbish for real.

The casino ignore me and doesnt even refund the 150 euro as they said they would. Its just a scam casino from costa rica. And I lost my faith with casinoguru. If I self exclude me from one casino it doesnt says im self excluded at all brands. And it deffinally doesnt says im a gambling addict!!!!!!!!!!!!!!

For everybody to see ive emailed this to casinoguru: ( for again casinoguru is declining my complaint for some reason that is not accurate )

Self exclusion only applies on casinosky. As seen on the screenshot.

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. As shown also at the screenshot.

Its because I won 10k 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 10.000 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 10.000 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.

They didnt even refunded me the 150 euro deposit as they refer too. Just ignore every email I send. And you cant contact live supprot when not logged in.

Im not making a second account just to chat with them because then they will say I had a duplicate account. Then they would have a solid reason and proof to convisticate my money.

150 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?

Any blind man or woman would agree this is a scam.

And all you say is .. yes ive seen on the website of casinosky you can close your account indefinitely... so that means you are a gambling addicteded ( lol doesnt say anything but okay ) so we think paradisecasino is right to close your account and we close this complaint?

Like really casinoguru?

Such a waste of time again.

Upon closer review of the case, we have decided to proceed with the investigation by contacting the casino. Thank you very much, Sabine1984, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.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.

That is great news. Thanks. Although I dont have much faith the casino will respond at least it will be investigated now.

I do have a update they refunded me my 150 euro deposit and now blocked me at all communication. Cant email them anymore etc.

Ofcourse no word is being said why my 10.000 euro has been taken they do not communicate at all. Frustrating.

Dear Sabine1984,

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 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.

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 Sabine1984,

I apologize for the inconvenience, but we are unable to continue with the investigation as the casino team has not responded. Please note that this complaint will have an impact on their safety index on our website.  

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

jozef.k@casino.guru