Paradise Play Casino

Public

Advanced Novice

Netherlands

Public

11 months ago

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,

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Veronika

Complaint Specialist

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11 months ago

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

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mhroelink1

Advanced Novice

Netherlands

Public

11 months ago

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