Trada Casino - Refusing to pay me my money

REJECTED
andriana Serbia
posted on June 29, 2016.

Dear,
I contact you from next reason. Trada casino decline to pay of amount1394.8euro. I earned that amount gambling the three different slots (" Dead or Alive", "Starburst" and "Jimmy Hendrix", between period 04.jun - 07.jun. Trada casino refunded me my deposit in the amount 100euro.
I contacted them( live chat) several time for different reasons as bonuses, wagering and need documentations, how i informed myself that everything has been all right. After, uploaded my document i received next e-mail:


Hi Andriana,

You requested a withdrawal at TradaCasino on the 7th June 2016.

The banking department have reviewed your account and unfortunately we have been forced to void your bonus winnings.

Fraudulent activity, which has breached our terms and conditions, has been detected. For this reason we have processed a refund of your deposit of €100 to Neteller and closed your player account at TradaCasino.

Regards,

James.
After that e-mail, i tried to make understand the situation and i contact them via e-mail and i said:

Dear,
I contact you for next reasons. You denied to pay me earn money from your casino, and not explain me what are really reason. You mention unauthorized actions. I can prove every documents and identity and also I can do over the skype or other alive way which you need. I hope that give me information how we overcome this problem.
Thank You
Andriana Stamenkovic
The response was:

Hi Andriana,
I am sorry, but I cannot give any further information, other than to let you know that fraudulent activity has been detected.

As we have now closed the account and refunded the deposit I am afraid we cannot continue to engage directly in this matter.

Regards,

James.
It was completely unacceptable for me and i asked them next:


I am completely sure that you have to give me a evidence which that prove. Also I am sure that some institution as your banking institution have to prove facts. Your terms and conditions probably contain next instance which I can refer?
After, they directed me, on THE POGG and they sent me this directions via next e- mail:
Hi Andriana,

We have refused your payout based on:

Legal Use: Section i

TradaCasino reserves the right to suspend your account pending investigation in the event of the casino having reasonable grounds for suspecting that you have been involved in any form of collusion or fraud during your use of the casino platform, website and/or systems. We also reserve the right to withhold the whole or part of your account balance, close your account permanently, as well as recover from your account the amount of any winnings, pay-outs or bonuses which have been affected by any of the following activities.

You can escalate the issue with third party such as ThePOGG or at Online Dispute Resolution.

At that stage we can share the evidence we have gathered with the third party, which proves that the terms under Section I have been broken.

Thank you,

James.

I will upload the same documents which i uploaded The Trada casino and You will see in attachement.
Thank You
Both of them didn't give me the facts and evidences.
Please help me and stop the Casinos to do that without consequence and reason undeniable evidence

posted on June 30, 2016.

Hello AskGamblers,

This exact complaint was filed with our official ADR (Alternative Dispute Resolution) service.

An extensive report was provided to the official ADR when this complaint was originally raised and the case was found in favour of TradaCasino. As such, we consider the matter closed.

With AskGamblers permission, we can provide a link to the original complaint along with details of the outcome if necessary.

Thank you,

Rachel.

andriana Serbia
posted on July 1, 2016.

can someone answer me, how I can get any document and fact from trada casino, which prove their claim. They only haven't paid and they persistently claim that they had had evidence, had given extent report, but I have saw any document.

posted on July 1, 2016.

Hello Andriana,

At the beginning of your official complaint with the ADR (Alternative Dispute Resolution), they informed you of the following:

"I will state in advance that it's highly likely, based on the response you've received, that TradaCasino believe your account to be unnaturally associated with other accounts (i.e. they believe you're not the person named on the account or you're running multiple accounts under different name). If that is the case then the operator are right not to share supporting evidence as that potentially educates people engaged in illegal activity in how to avoid being detected in future. If this is the case we will review the evidence gathered by the operator and make a determination regarding whether or not we agree with their conclusions, but we will not publish or share this information."

At the end of the complaint, the ADR told you the following:

"We've received an extensive report from TradaCasino detailing the justifications for non-payment of this player's winnings. As we initially postulated, this relates to various factors associating this individual's account with other player accounts in a manner that is highly unlikely to be the consequence of coincidence alone. As such this complaint will be closed in favour of the operator and no further comment will be made regarding this case."

Based on the information above, and the fact that you already filed this complaint with the official & license approved ADR service, this matter is now closed.

Thank you,

Rachel.

AskGamblers
posted on July 1, 2016.

Dear Trada Casino team,

Yes, you have permission to send us a relevant link and evidence, please send them directly to this email [email protected] Thank you in advance.

posted on July 4, 2016.

Please note that we are still reviewing this case and will revert with a decision soon,

Rachel.

andriana Serbia
posted on July 5, 2016.

I don't, speak English very well, and I don't know how site worse... exactly I don't know what you expected from me, give me directions thank you and sorry

AskGamblers
posted on July 5, 2016.

AskGamblers Complaints Team has been provided with detailed information and set of evidence concerning this complaint on behalf the Trada Casino management. Based on that information we can confirm the fact that Trada Casino acted in full compliance with their Terms&Conditions when a violation of a particular term has been detected and namely :

"6.h. i. TradaCasino reserves the right to suspend your account pending investigation in the event of the casino having reasonable grounds for suspecting that you have been involved in any form of collusion or fraud during your use of the casino platform, website and/or systems. We also reserve the right to withhold the whole or part of your account balance, close your account permanently, as well as recover from your account the amount of any winnings, pay-outs or bonuses which have been affected by any of the following activities:

Collusion: The joint effort of two or more individuals to gain an unfair advantage over the software to achieve an unnatural increase of available bankroll through multiple bonus awards (similar to multi-accounting) to benefit/take advantage from game engine design. This is usually done at a casino in order to increase the total number of deposit bonuses awarded, thereby un-naturally maximising the probability of achieving a large winning slot pay-out;
"

While we are doing our utmost to help as many players in a trouble as possible, AskGamblers Complaints Team maintains zero tolerance towards players trying to commit any kind of fraudulent activities. Therefore this case is being rejected and no further correspondence and support will be provided.

Trada Casino complaints

  • 3 of 3 resolved
  • 1 day avg response
  • 6 days avg complaint life
  • 498 USD avg amount

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