Quatro Casino - Player’s struggling to withdraw his winnings.

Dear sir/madam,

I have been a client of Quatro Casino (Casino Rewards member) for several months, made 4 deposits via Astro Voucher (55 USD in total), but no withdrawals. The problem with them began when I received a bonus in the form of 2000 Vip points (20 USD) on May 19, 2022. After completion of 30x wagering requirement, I requested a withdrawal (154 USD) to my Skrill wallet. The Risk Management required a verification, which I successfully completed. On May 24 the funds (154 USD) were reportedly sent to my Skrill wallet. This operation has a successful status in my personal member area on the casino website, but in fact it was reversed (see screen "sessions" attached). I think that transfer restrictions have been placed on my Skrill wallet.

My message to Risk Management dated May 28, 2022:

Dear sir/madam,

I was advised by the Customer Service to resolve this issue with my withdrawal through your department. As I was informed, funds in the amount of 154 usd were sent on 24052022 to my Skrill account but I have not received them yet. I think my Skrill account is suspended because of sanctions. Please advise other WD options - will bank card / transfer work in my case? 

Best regards 

Anatoly B

After that I added a new payment method to my account (MuchBetter wallet) and tested it with Villento Casino (Casino Rewards member as well) by making a deposit.

My message to Risk Management dated May 30, 2022:

Dear sir/madam,

Please take into consideration the new payment method added to my account (see screen attached).

Best regards,

Anatoly B

In the meantime, I managed to increase my winnings at Quatro to 478 USD.

My second withdrawal in the amount of 250 USD was requested on June 5, 2022

My message to Risk Management dated June 9, 2022:

Dear sir/madam,

This is regarding my latest withdrawal dated June 5, 2022. 

I sent 250 USD to MuchBetter wallet but have not received the funds yet. I used that wallet on May 29, 2022, for deposit purposes at CR member casino (see screen attached). 

Today, June 9, 2022, I was advised by your Customer Service to resolve this issue through your department. May I ask you what is the problem?

Best regards,

Anatoly B

After that, on June 9, 2022, I received this message from Risk Management:

Hello Anatoly,

Thank you for your email.

Unfortunately due to the current regulatory environment, we cannot allow any further activity on your accounts at this time.

Kind Regards,

Shaun

Risk Management

Casino Rewards 

I was surprised, since my account has not been banned, I have not seen any warnings about the new rules / new clauses in the Casino T&C and could log in freely and play without any restrictions. As such, on June 9, 2022, I filed a complaint to their Customer Service Department, as per their T&C:

Dear sir/madam,

I would like to file a complaint with regards to my latest withdrawal dated June 5, 2022.

Please find all supporting documents attached.

Best regards,

Anatoly B

Since I have not received any confirmation whether my complaint being registered or not, on the next day, i.e. June 10, 2022, I sent a query about the status of my complaint:

Dear sir/ madam,

Please let me know the status of my complaint.

Best regards,

Anatoly B

To my second time surprise, on June 15, 2022, I found that my funds (250 USD) were sent back to my account at Quatro Casino (see screen "sessions" attached). May be this was done because I put complaints@ecogra.org address in my previous query?

So, after this I tried to withdraw the rest of my funds (200 USD) for the third time. I sent my new withdrawal request on June 19, 2022. However, after two business days (as per casino rules), I did not receive the funds. Instead, for the second time I was advised by Customer Support to contact Risk Management regarding my issue. I did it on June 23, 2022:

Dear sir/madam,

I was advised by Customer Service to resolve this issue with my withdrawal through your department.

I made a withdrawal on last Sunday, i.e. June 19, 2022. After two business day my funds have not been credited to my e-wallet. I will appreciate your prompt response regarding this issue.

Sincerely,

Anatoly B

And to my third time surprise, on June 23, 2022, I received the same copy-paste response from Quatro:

Hello Anatoly,

Thank you for your email.

Unfortunately due to the current regulatory environment, we cannot allow any further activity on your accounts at this time.

Kind Regards,

Shaun

Risk Management

Casino Rewards 

As you can see, it took me almost 1 month to resolve the problem, but all in vain. Therefore, I am filing a complaint with you. I would like to receive my funds (200 USD) and compensation for moral damages in the amount of 100% of my WD. Please find all documentary evidence attached.

Sincerely,

Anatoly B

Dear cxdealer,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if the last payment to your e-wallet has been successfully processed already? Were your winnings accumulated from a free bonus solely?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi, unfortunately none of my withdrawals has been processed.

Were your winnings accumulated from a free bonus solely? - yes

Again, yesterday, June 26, they sent me a notification that my funds in the amount of 200 usd were reserved for withdrawal, and again I have to wait 2 business days - why?

Again, today, 29.06.2022 my funds in the amount of 200 USD got back to my account (see attached screen)!!! What should I do?

Thank you very much, cxdealer, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Natalia,

Kindly advise the status of my complaint. What is the average resolution timeframe?

BR

Anatoly B

Hi cxdealer,

I've just reviewed your case and fully understand your concerns about the issue with canceled withdrawals. In order to help you, I'll try my best to contact the casino, but please be noticed that there aren't any strict time frames and we'll keep investigating your case as long as the casino will be willing to cooperate.

I'd like to invite a representative from Quatro Casino to join this conversation and participate in the resolution of the problem. Could you please share more information regarding the current status of the player's account? Are there any possibilities to offer any alternative withdrawal methods to the player?

I hope to hear from you soon!

Regards,

Natalia

Here is my account balance and all available withdrawal methods. Skrill, Neteller, Jeton are not working in Russia. Cards and bank transfer are ok with me. MuchBetter is my preferred method since it was tested successfully with Villento Casino (also a Casino Rewards Group member).

Any updates from the casino? 2 weeks already.

Hi there

Unfortunately due to the current regulatory environment, we cannot allow any further activity on your accounts at this time. 

Please submit a complaint with the ADR (ecogra) if you'd like to take this dispute further.

Cheers

Thanks a lot for your "exhaustive" answer.

If you treat all your customers like that, I really doubt your rating here at Casono.guru deserves "Very good reputation". I’d rather advise all prospect customers from Russia to stay off.

Dear Quatro Casino, do I understand correctly that you refuse to look for any other alternative method of sending the player his funds? Can you please explain, if Russia is currently on the list of restricted countries due to the current regulatory environment, why have you allowed the player to make deposits?

Regards,

Natalia

Hi Natalia

I cannot comment further on this case due to the current regulatory environment. Please refer the player to ecogra.

Thanks.

Dear cxdealer,

as you can see the casino refuses to cooperate in this case, therefore, as per our policy, we cannot continue resolving your case without their collaboration and I'm forced to close the complaint as "unresolved". I'm very sorry that I couldn't be of more help, but at least your negative experience will make an impact on the casino's rating and other players can learn about your struggles with the Quatro casino.

I hope you won't run into any problems like this in the future.

Regards,

Natalia

Hi all,

after the internal discussion, we decided to give a second chance to this complaint and reopened it.

Dear cxdealer, I'd like to suggest you write to the Licencing Authority and request an explanation of the situation from them. Could you please inform us about their decision as soon as you are contacted back?

Looking forward to hearing from you!

Best wishes,

Natalia

Hi Natalia

We received the complaint from ecogra which was overnight resolved in our favour.

As this issue is the same as other issues rejected by the regulator, could you please now close this complaint?

For example: https://casino.guru/blackjack-ballroom-casino-player-s-struggling-to-complete-1

Thanks.

Dear casino rep,

Quote:

We received the complaint from ecogra which was overnight resolved in our favour.

End of quote

Please don't try to manipulate the facts.

I got a response from e-cogra as well, see it below - nothing to do with a resolution in your favor:

Dear Natalia,

As you can see from my screenshot, I filed my complaint with the casino on June 9, 2022, but have not received any feedback from them, not to mention the assigned number or confirmation of the registered dispute. Their Customer Support Department referred me to Shaun from Risk Management Department, whose reply was exactly the same as here.

Your screenshots do not reflect what I have been told by our compliance team. I will revert back.

Hi again

Unfortunately I had given them an incorrect complaint URL. My apologies.

This case has been resolved as invalid. The player has been referred to our ICP as this complaint was not internally lodged, and at this time is not substantive as the player has wagered their funds by logging in from a VPN and as such we can no longer assist them with their withdrawal request given that they have voluntarily wagered the funds.

@casino rep

Quote:

...as this complaint was not internally lodged

End of quote

Have you seen my screenshot posted above? If not, see below - I attach it again. It's not my fault that there is the lack of communications between your departments. To me it's quite obvious that QC staff is irresponsible.

In order to lodge a formal complaint, our support staff will direct customers to our dedicated complaints email address. Given that on this occasion the complaint was transactional in nature, and the funds in question had already been wagered, the customer was not referred to our internal complaints email as the issue was presumed closed at the time the customer chose to reverse their funds and continue wagering on 15/06/2022.

This customer was additionally reassigned to our internal Risk Management team in order to investigate multiple breaches of our terms of service relating to the provision of accurate customer details on registration and the use of VPNs to access our services when they would have otherwise been restricted. Processing of incoming emails to our Risk Management team can take up to 5-7 business days, we apologise for the delay in our response to your issue.

Dear Natalia,

I don't want to continue this endless thread with the casino representative, since, in my opinion they trying to find excuses for thier misconduct but not a fair resolution to the dispute. They continue to manipulate the facts. Just look yourself at their T&C (https://www.casinorewards.com/en/terms/) and try to find a single mention of VPN. Try to find any warning about their new, so called, "current regulatory environment", according to which they can freely freeze the winnings of their clients from Russia/Belarus. Why, after their new regulatory environment came into effect, do they continue sending promotional e-mails to those clients? Why do they continue let those clients fund thier accounts?

That's true, I wagered my funds at QC completely. But, I did this only after you closed my case here at casino.guru without a ruling, i. e. on 21.07.2022. As such, at the current stage I am seeking a compensation for moral damages from Casino Rewards Group which was claimed from the very beginning.

Hi again.

I'm sorry you feel this way.

The T&Cs that you agreed to at Quatro Casino found here: https://www.quatrocasino.com/en/terms/

7. Use of Bots and Illegal Software

iii. Using a Virtual Machine is also regarded as a deliberate attempt to manipulate the game play and/or deceive the casino. Any financial gains made under these conditions will be confiscated.

If you are still unsatisfied with the outcome, please feel free to contact the licencing body to submit a complaint: KGC.

Dear cxdealer,

Do I understand correctly that your winnings were collected only with the use of a no-deposit bonus? Unfortunately, in case, that you have already wagered your funds and lost them without waiting for the decision from the authority or the casino's complaint center, we'll be forced to reject your complaint. The players shouldn't use their disputed funds received from no deposit bonuses until there is an official resolution from the licensing authority.

As for the compensation for the moral damages, I'm afraid that we, as a mediator between players and casinos for complaints disputes, do not provide them.

Best regards,

Natalia

Dear cxdealer,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we haven't heard from the player for a while therefore we cannot proceed with resolving this complaint or offer possible solutions to the problem, so the complaint will be rejected.

Dear cxdealer, please stay in touch with the licensing authority in regard to your complaint.

I'm sorry we couldn't help you with this one but I hope that you won't come across any problem like this with online casinos.

Regards,

Natalia