Sherbet Casino - Player’s winnings are frozen and account blocked due to alleged ToC violations.

Hello!

I hope this finds you well. My name is Aleksandra, and I am writing to express my deep dissatisfaction regarding the recent handling of my account at their Casino.

I’d like to file a complaint regarding dishonest and unfair blockage of my account and funds.

I signed up to their casino with a referral code of a friend of mine. This option is promoted by their casino. I made deposits to my account and played, received bonus and kept depositing and playing. I was provided with applicable bonuses as per their ToC. On my 1st withdrawal I had to wait for 40+ hours until they finished their checks. All was fine, then I had a conversation with CS and was offered another bonus if I deposit 1,000 USD. It should be emphasized that the bonus was offered and manually added by the casino representatives. Later on, when I had a significant win I was accused of violation terms and conditions, my withdrawal was frozen. I continued to play and my account was blocked.

According to CS team I coordinated my gameplay with other players in a way that violates ToC. My biggest winnings were generated on slots, this can only be played individually and cannot be coordinated with other players. I have not idea what do they imply by connection with other 2 users. I still do not understand what they imply by connection and coordination with some other people. I was simply shared a referral code. In no way I am responsible for what other players do, what games they play and how they play. It is not feasible to accuse me for someone’s else actions solely based on the referral code.

Furthermore, I passed their verification on the 1st withdrawal. If they believed I’m breaking they ToC, why did they offer me an individual bonus for a very significant deposit of 1,000 USD? This way it looks like they just wanted to make me deposit large sum and illicitly appropriate my funds.

I want my money to be returned back. This is unfair practice and I’ll file disputes to the Curacao regulator and their service provider if we fail to resolve it internally. It’s simply a scam from their side.

I tried to contact their complaint service in Sherbet and they absolutely ignored my request and don't answer for 3 weeks now , if you need emails of conversation please let me know.

I want my money to be returned!

Hello ChocoBite,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sherbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? What kind of bonus did you claim? Would it be possible to forward your betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thank you for prompt response.

I registered with the casino on February 25th, 2024 with a referral code offered by a friend of mine. I was offered a deposit match bonus of $250 for depositing $250. When I attempted to withdraw my initial winnings of around $400, the payment was delayed for unspecified reasons, but eventually I received it. They had some internal technical issues with bonuses and my second deposit bonus was smaller than intended. Here it should be mentioned that I continued to play and later on had my funds withdrawn without any issues. I played "Bollywood stars" game.

As a compensation for a smaller bonus I was enticed with a $500 manual bonus for depositing $1000. After receiving the bonus I started playing slots and accumulated approximately $4000 in winnings, then I initiated a withdrawal. However, shortly after the casino representative informed me that my withdrawals would be frozen for 24 hours. Despite this, I continued to play slots and managed to win additional $4000+. To my surprise, the casino then blocked my account.

After a prolonged delay of 8 days, the casino concluded that I was "coordinated my gameplay with 2 other users, including my friend" based on the fact that I used friend’s referral code. Which is not true as I later asked him he played the game at different times. Also who is that 2nd player is still a mystery to me. My last contact with the casino was on 7th of March, they did not provide any more evidence. After a several days conversation they said if I wanted to dispute this decision I should send them a separate email stating this. The email was also sent on 07.03.2024 and it was ignored.

Unfortunately I’m unable to provide betting history as my account is blocked and I don’t have access to any information.

Hello ChocoBite,

Would it be at least possible to forward the communication between you and the casino regarding case to my e-mail?

Hello Nick,

I’ve just forwarded you 3 separate bunches of emails.

Please let me know if you would need any additional information.

Thank you ChocoBite for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello ChocoBite,

I'm Michal and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Sherbet Casino to join the conversation.

Dear Sherbet Casino,

Can you please provide information on how should the player coordinate their gameplay with other users, when playing slot games?

If the information can't be shared publicly, please send it to me at michal.k@casino.guru

Hello Michal,

The player, along with two other players who had connections by referral code, then admitted to being friends breached our terms and conditions regarding the use of sign-up bonuses.

As outlined in sections 5.1.O - 10.3 and 11.1 of our Terms and Conditions, we reserve the right to take appropriate action in cases where there is evidence of intentional exploitation of bonuses or other violations.

Overall, the players remain in profit from taking advantage and abusing these bonuses, the current funds within the closed accounts will remain frozen as the balance was created from bonus abuse.

Regards,

Sherbet Casino

Hello,

Lets address each point individually:

1. I said my friend shared a referral code with me. Simply that. All other statements about some multiple players, etc. are not true and they are intentionally misleading.
2. You did not provide any evidence apart from saying I signed up with a referral code shared by another player from your casino. Well, referral system is promoted by your casino and using it is not a violation of ToC.
3. As it was mentioned multiple times before. You incorrectly see me and refer to me as a part of some group of players which I am not. I have no idea how it is possible to generate winnings in "cooperation" or whatever you say with other players in slots or any other games.
4. My funds were blocked after my balance reached ~9,000 USD

Hi Michal,

We have nothing against players referring their friends, we welcome everyone to do so. The problem we have is when all friends and referrals sign up to take advantage and abuse the bonuses on-site, all coordinating their gameplay in the same manner and playing the same game to abuse the deposit bonuses.

Their accounts were locked after we carried out a review, something we do on many accounts and as of this bonus abuse we reserve the right to close accounts breaking our Terms and Conditions.

We have no further to comment on this with the player as the case was closed.

Regards,

Sherbet Support

Hi,

Could you please elaborate on how exactly I "coordinated my gameplay, abused and took advantage of your bonuses"?

Please support this statement with some evidence and arguments. Because it looks only like a fake reason not to pay money

Dear Sherbet team,

While I understand your need to protect yourself from potential improper or abusive behavior, without adequate evidence to support our accusation, we cannot reach a fair conclusion. The player has previously denied any involvement in fraudulent activity. I kindly ask that you provide any reasonable evidence to support the accusations to me at michal.k@casino.guru.

Thank you for your cooperation in this regard.

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.

Hello Michal,

We have sent an email over.

Regards,

Sherbet Support

Dear Sherbet team,

Thank you for your email, I have responded back with some additional questions to better understand the situation.

Dear ChocoBite,

Can you please confirm if you have used or activated any extra features in the games like bonus spins, extra rounds, cashback, rakeback, or similar while playing with an active bonus?

Hello,

I did use a bit of rack back, but as it’s stated on the casino website this bonuses can be combined and are not mutually exclusive. Please see the attached screenshot

I was also given a 20 bonus spins 0.20 cents each giving total of 4 EUR as a part of a welcome bonus.

No disclaimers about special terms and conditions either.

I’m wondering how is it connected to the winnings in slots? ‘Cause Feature buy option is an in game feature and has nothing to do with promotions. It’s just super expensive bet which costed me like x100 times of regular bet

Michal,

Could you please forward me the evidence as well to ensure the casino did not manipulate the data?

Thank you in advance

Hello Michal,

I have gone ahead and forwarded some information provided by our fraud department to support our actions on this case.

Regards,

Sherbet Support

Thank you for your email and the provided evidence, Sherbet team.

Dear ChocoBite,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case.

We have received evidence indicating that you have employed a method aimed at exploiting casino bonuses by circumventing the standard wagering requirement. The same or very similar gaming patterns have been observed across multiple accounts associated with individuals identified as your friends, leading us to conclude that this is unlikely to be a mere coincidence. Casinos maintain stringent policies concerning cases involving the exploitation of multiple accounts in this manner. Given these circumstances, I am unable to offer assistance in this matter, and thus, this complaint will be rejected. We concur with the casino's actions, as they have adhered to their terms and conditions, as mentioned above.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru