Ace Live Casino - want my winnings

RESOLVED
posted on December 13, 2012.



Dear Madam/Sir,

I played on AceLiveCasino.com. From 200 euros + 300 euros bonus, I made around 6300 euros.

When I tried to withdrawal the money they stated, that I am not a "recreational" player and they did not pay out any of my winnings, only my deposit (200 euros).

I received their e-mail:

"Dear Sir,

In relation to your membership of Ace Live Casino we have carefully studied your recent gaming activity and have regretfully determined that you are clearly NOT a recreational player.

Our Bonus Terms & Conditions have clearly been broken in respect of bonus abuse.

Below you can find our T&C related to bonus abuse:

11.1. All our promotions are designed for those genuine players who may be interested in continuing their membership and playing at the casino and are not averse to betting with and gambling their own money. Any and all promotion may be considered void at any moment to those persons or groups suspected of abuse or having a record of promotional abuse or fraud (charge-back transactions) at Ace Live Casino or with any of their merchant affiliates. Any winnings accrued by such persons or groups shall be considered null and void and shall be withheld.

· You made a €200 deposit and received a €300 bonus and waited until the bonus was credited before you started playing.

· Once the bonus was added to your account you bet the entire amount in one spin (€475 Third 1 – €25 ZERO) winning €925. The following three spins had similar bets leaving a balance at €2,935.

· From that point forward you started placing €40 bets in the Third 2 until the wagering requirements was met.

· As soon as you met the WR a payout request was received which we cancelled as for placing non-eligible wagers to meet his requirements.

· Once you were informed about outside bets being restricted, you started placing €4 straight bets in all numbers on the Third 2 until the WR were met.

· Once again, as soon as you met the WR you requested a payout.

Regretfully I must advise that this is NOT recreational gambling and therefore your winnings will be voided and your deposit returned to you.

Should you require any further clarification please contact me directly,

Gordon Allan"

And I did reply for that, because what they state in their email is not true:

" Dear AceLiveCasino!

I would like to point out few things, that is missing from my gaming history and from the whole story!

"Once the bonus was added to your account you bet the entire amount in one spin (€475 Third 1 – €25 ZERO) winning €925. The following three spins had similar bets leaving a balance at €2,935. " - this part is true.

From this point I started to play on different thirds (not only one third!). Changing them based on my own style! I played 2-3 days. After a while I requested a payout. It was declined, I received the following e-mail on the 2nd of October 2012:

"Hello Tamas,

My apologies for the delay in coming back to you.

I have now had an opportunity to look at your game history and can explain the reason why your pay-out requests have been declined.

As you can see from our Bonus T&C’s – outside bets (Black/Red, Even/Odd, Low/High, Dozens and Columns) do not count towards the bonus wagering requirements of €20,000 ( €500 bonus x 40 )

I hope this clarifies the situation.

If I can be of further assistance please do not hesitate to contact me.

Kind regards,

Gordon"

And on 5th of October 2012, I received the following e-mail:

"Hi,

For meeting wagering requirements purposes, only inside bets (straight bets, split bets, corner bets, line bets, etc) will count towards this.

Bets on columns, dozens, split columns, split dozens, even/odd, red/black and/or low/high will not count towards meeting the wagering requirements.

I hope this is all clear now but please email me if you have any further questions.

Kind regards,

Gordon"

Your e-mails were straight forward. I did not pay attention of the wagering requirements. At the time my account balance was around 5600 euro (from 200 euro!!). From now on I did use few times auto-play to meet the WR, because I want(ed) to know whether I will receive the money!!! The WR requirement cannot be seen on my account, that is the reason why I requested a payout. My purpose was to see If the payout works, I did not intend to payout my whole acount balance (I think it was 1200 euro out of 6000 euro).

"·From that point forward you started placing €40 bets in the Third 2 until the wagering requirements was met.

· As soon as you met the WR a payout request was received which we cancelled as for placing non-eligible wagers to meet his requirements.

· Once you were informed about outside bets being restricted, you started placing €4 straight bets in all numbers on the Third 2 until the WR were met.

· Once again, as soon as you met the WR you requested a payout."

I must highlight a sentence, it is my favourite. If I play on thirds, I cannot meet the wagering requirements!!!

"Once you were informed about outside bets being restricted, you started placing €4 straight bets in all numbers on the Third 2 until the WR were met."

And to be accurate, I placed only 11 out of the 12 numbers!

So these parts are NOT true! I gave my explanation on them.

If you see my whole (not only what you mentioned) game history, you can say that i am a RECREATIONAL gambler, who only want to see whether it is worth to play on your site (if I win: will I receive my money?) or not.

It seems like for me, that my big-time winning is the problem...

I would like to receive an answer for my e-mail!

Yours sincerely,

Székely Tamás Ödönné"

So it was my response of their email, since then they do not reply at all.

It would be really nice if you could help on my case.

Yours sincerely,

Székely Tamás Ödönné

posted on December 23, 2012.

Dear Sir,

We have previously responded to you in a timely fashion and giving very specific reasons as to why we believe your game play not to be that of a recreational player.

We are of course dissapointed to note your complainton on this forum however regretably we stand by our decision to exclude those players deemed not to be recreational and feel that this has been demonstrated in his case.

AskGamblers
posted on December 27, 2012.

 Any updates here?

AskGamblers
posted on December 31, 2012.

 Can we close this complaint?

AskGamblers
posted on January 4, 2013.

 This complaint can be considered withdrawn and the case solved!