The player from Germany has been accused of breaching the T&Cs. The casino decided to block his account and confiscate all associated winnings. It has been resolved.
Pipe Casino - Player's account has been closed.
Amount: €925
Pipe Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi Guru,
Unfortunately I have a challenge with this casino 🙁
A quick summary:
I deposited 75euro via VISA, and got a 100% welcome bonus.
The bonus was played through without any kind of broken rules.
I am an 'experienced' player and always read rules, terms etc.
After playing through the bonus, my account KYC was verified without the big problems, and then I tried a payout via the same visa from which the deposit was made.
The payout was canceled as they could not pay out for the chosen method and I was instead told to pay out the funds via bank transfer.
I did this instead, where I then received an email the day after my account had been closed.
No explanations, at all, and I had to contact the live chat to find out what the heck is going on.
It was very difficult to get anything out of them, but the most recent message I received was the following 'see below'
-one of the points I would at all agree to be accused of.
Can it really fit that one can just afford to shut down a user, not make a sound, not give a reason why they have done as they have, not give a status to anything?
Hope you can help as it is really frustrating.
Thank you in advance.
Dear Jacob,
The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to:
- participating in any type of collusion with other players
- development of strategies aimed at gaining or unfair winnings
- fraudulent actions against other online casinos or payment providers
- chargeback transactions with a credit card or denial of some payments made
- creating two or more accounts
- providing of forged documents
- other types of cheating
or becomes a bankrupt in the country of their residence, the Company reserves the right to terminate such Player Account and suspend all payouts to the player. This decision is at sole discretion of the Company and the player will not be notified or informed about the reasons of such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player.
Automatic translation:
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2 years ago
Dear usseusynz,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you are not aware of a breach of any mentioned terms?
If there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hi Kristina.
Thanks for reply.
Yes you are absolutely right, I have not broken any terms and they do not come but a concrete reason.
The only basis I got for them closing my account is the message I received in the mail, which I copied with over in the first message. (which I would not have gotten if I did not make contact myself)
today I received a new email from them, with the headline:
"" Bonus Abuse ""
Hi there!
Please, note that bonuses are not available to you anymore. From now you can play only for your real money.
You can still make deposits, play and withdraw the funds. As soon as we see your bonus ratio lowers you'll be able to get our bonuses, open level rewards and also participate in tournaments.
Thank you for understanding!
I simply do not understand.
I have not broken any rules at all and they still will not write what they are specifically talking about.
My user is still closed and I have no idea what happens to my 925euro payout.
It's a very very strange course with this casino.
Automatic translation:
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2 years ago
Thank you very much usseusynz for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@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 soon.
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2 years ago
Hello usseusynz,
I looked at your complaint and will do my best to help you. I would like to invite Pipe Casino into this conversation. Casino, can you please specify why did you block the player’s account?
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2 years ago
Translation
Hello.
I just want to inform you that I just received my winnings from the casino.
I still have absolutely no information other than the copied messages I have previously received from me, so I find the situation extremely strange, but I have received my money after all.
Maybe Pipecasino can change a little on how they do things / inform its customers better so that they do not experience these challenges, and spend our time.
Not to tell about the frustrations I have had.
Whether it is your help that has made the outcome, I should not be able to say, but I will at least say a thousand thanks for the help.
It is highly valued.
many kind regards
Jacob 'usseusynz'
Automatic translation:
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2 years ago
Dear usseusynz,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
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