The player from Germany had experienced account closure following a withdrawal request for winnings achieved by redeeming a bonus. The casino had accused the player of participating in manipulative gaming strategies, a claim the player firmly denied. The account was fully verified and had a history of previous successful withdrawals. Despite the player's denial, we had decided not to proceed with the complaint due to a pattern of similar issues from the same player in the past. Our investigation had revealed connections between the player and other users, and evidence from multiple casinos showed the player's complaints were unjustified. We had advised the player to refrain from prohibited actions to avoid similar issues in the future.
Touch Casino - Player's account closed after bonus winnings withdrawal request.
Amount: €2,390
Touch Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Hello
More than a month ago, I deposited 80 euros in the Touch Casino using a reload bonus and after making my wager, I could request a payout of 1390 euros.
1 or 2 days later, I deposited again for another reload bonus,
I believe it was 100 euros.
Since I can no longer log in and my account is blocked, I don't have access to my transaction history anymore
With this bonus, I was able to play up to over 1000 euros, but unfortunately, I was unable to meet the wagering requirement as my account was blocked.
I received the following email:
Hello Bernd,
We are writing to inform you that management has decided to close your account following an internal investigation. As set out in our bonus conditions:
1.23. We reserve the right to review your game/transaction logs. Hereby you agree in advance that we may do so. Should it turn out after a review that you have participated in a manipulative game strategy or have attempted to do so to gain advantage from the bonus granted to you by the casino, we reserve the right to refuse, withhold, revoke or withdraw your claim to a promotion, winnings or a bonus, to terminate your connection with our website and/or to block your account. Under these circumstances, we are not obliged to refund you the amounts on your account except for the original deposit amounts.
We have rejected your withdrawal, debited your balance and refunded your deposits using the same method.
Kind regards,
Payments Cashier
As I did not participate in any manipulative gaming strategy and the casino does not provide a more detailed explanation and does not present any evidence, I have decided to write this complaint.
The account is fully verified and it was not my first withdrawal
Automatic translation:
Public
Public
2 months ago
Dear bernd30,
Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing.
However, it's important to note that this isn't the first complaint we've received from you regarding a similar issue. In the past, you've been accused by casinos of colluding with other players and engaging in bonus abuse. Due to this pattern, we regret to inform you that we will not be proceeding with your current case.
Our comprehensive investigation revealed connections between you and other users on our platform. Additionally, supporting evidence from multiple casinos has consistently shown that your complaints were unjustified.
We kindly request that you refrain from submitting further complaints related to these issues in the future. Our decision is based not only on the evidence from your previous cases but also on our internal investigation.
While we are here to assist users who have been falsely accused by casinos and had their winnings unjustly confiscated, we do not believe your case falls under this category at this time.
We wish you the best of luck and strongly advise you to avoid any prohibited actions in casinos, as Casino.Guru will not be able to assist you further for the time being.
Best regards,
Petronela
Public
Public
2 months ago
Translation
But this time I didn't do anything illegal.
In this case there are no other connections between other users.
And the casino doesn't blame me for that either.
I therefore ask you to process the complaint.
Automatic translation:
Public
Public
2 months ago
Dear bernd30,
I regret to inform you that, as previously discussed, we will not be pursuing any further complaints related to allegations of bonus abuse or collusion with other players. This decision is based not only on the casino allegation but also on our internal investigation and past experiences with your complaints.
We have gathered sufficient evidence indicating a connection between you and other users. Some of the complaints include:
https://casino.guru/slotum-casino-player-s-winnings-have-been-confiscated
https://casino.guru/betroom-24-casino-player-was-accused-of-opening-multiple-1
https://casino.guru/mr-bet-casino-the-player-s-account-got-blocked-6
https://casino.guru/cashimashi-casino-player-s-winnings-confiscated-due
While I understand your frustration, I must emphasize that our decision is not arbitrary. We firmly believe that you have been involved in activities that violate the casino's terms and conditions.
I urge you to refrain from similar activities in the future, as we will not be able to assist you further. It is important to exercise caution in your online gambling interactions, especially concerning bonuses.
Thank you for your understanding.
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