The player from Greece had his account closed and funds confiscated due to and alleged breach of rule 4.5 from the Terms and Conditions, according to whcich players are not allowed to play simultaneously on different devices or run several active game sessions from one account. The casino did not provide any evidence that would prove that the player gained or could have gained an unfair advantage by breaching the policy. Due to this fact and due to the fact that such policy can be enforced by software, we consider situations like this unfair an against our Fair Gamling Codex. The complaint was closed as 'unresolved'.
Vesper Casino - Player has been accused of cheating.
Black points: 2437
Amount: €2,000
Vesper Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
I had 2000 euros in my account and I waited 2 weeks for the confirmation of my files that I had sent. They deliberately delayed this process. In the end they closed my account saying that I used software to cheat the casino. I have never used this software they say nor did I contact them for re-checking but they refuse any communication with me.
Automatic translation:
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3 years ago
Hello vrettos,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I would like to see the message from the casino in which you’ve been accused of using the software. Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
Additionally, could you please advise if you have accumulated your winnings with or without an active bonus?
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Thank you very much vrettos for your reply. I will now transfer your complaint to my colleague Andrej 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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3 years ago
Dear vrettos,
I’ll be taking care of your complaint from now on. I’ll contact the casino representative and see if I can help.
I would like to invite Vesper Casino to join this conversation.
Dear Vesper Casino,
Could you please clarify the situation? In addition, please provide evidence to prove your claims. You can forward the information to my e-mail address andrej.p@casino.guru.
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3 years ago
Translation
I have been asking for proof for a week now but vesper casino does not send it to me. The reason he does not send them is because they do not exist!
Automatic translation:
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3 years ago
Dear vrettos,
Unfortunately, we have not yet received any response from the casino regarding the issue.
We would like to ask Vesper Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time, we will close the complaint as ‘unresolved’.
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3 years ago
Dear vrettos,
Please note that we were informed by the casino that the reason why your account was blocked without a refund was your breach of rule 4.5 from the Terms and Conditions.
"4.5. it is forbidden to play simultaneously on different devices or run several active game sessions from one account. This violation entails the cancellation of all payments and winnings and the blocking of the account."
You had allegedly launched several active game sessions from different devices. However, as there is no evidence that would suggest you did or could have gained an unfair advantage by launching several active game sessions from different devices and as such policy can be enforced by software, we consider the situation against our Fair Gambling Codex.
Since the casino did not provide a more detailed explanation or evidence to support their claims, we cannot continue resolving this complaint and we’re forced to close it as unresolved.
I’m sorry I couldn’t be of more help, but please don’t hesitate to contact us if you run into any problems with this, or any other casino. We are here to help.
The casino can reopen this complaint anytime.
