Complaint #2 AstralBet Casino

Unjustified account closure & confiscation of 13600 SEK

By Herman W.

9 years ago

I made a deposit of 5800 SEK on 12.04.2017 and won 19400 SEK. I downloaded the documents and made a withdrawal of money 6400 SEK. My account was blocked and ignored my mail and online chat week.
Wrote an email after multiple conversations in an online chat and received a response below:

Hello Herman,
Please be informed that your AstralBet account has been closed by our system and the deposits made with the VISA card ending in *6461 totaling 5800 SEK have been refunded. The amount should already be visible on the account.

Thank you for your understanding and we apologize for any inconvenience caused.

Best regards,
AstralBet Payments Team

- I wanted to clarify where my winnings were and why they only sent my deposit to my card.
answer:

Hello Herman,

Thank you for your reply.
Because your deposits have been refunded, any winnings generated have been deducted automatically by our system.

We hope this clarifies your query.

- I wrote another letter to indicate the reasons for closing the account and received no response.

Help clarify the situation.

Disputed Casino AstralBet Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

1 year ago

AskGamblers Complaints Team have been provided with sufficient information and reasonable grounds in regards of this complaint to confirm the fact that AstralBet Casino acted in full compliance with their Terms & Conditions. Player failed to meet the verification process and that is why account was blocked and winnings confiscated. Moreover, we have been confirmed that player committed fraudulent activities by presenting forged documents, and by that act breached casino terms

6. The Operator reserves the right to close your account and to refund to you the balance, subject to the deduction of relevant withdrawal charges, at the Operator’s absolute discretion and without any obligation to state a reason or give prior notice.
....

2. The Operator will take all reasonable steps to prevent such fraudulent activities; detect them and the relevant players; and deal with the relevant players appropriately. The Operator will not be liable for any loss or damage which you or any other player may incur as a result of collusive, fraudulent or otherwise illegal activity, or cheating, and any action we take in respect of the same will be at its sole discretion.

And since AskGamblers Complaints Service is designed and meant to help honest players with real troubles, it is now obvious that this is not the case with this particular issue. AskGamblers Complaints Team maintains zero tolerance towards players trying to conduct any kind of fraudulent activities, therefore this complaint is being ruled in AstralBet Casino Casino favor and player has been restricted from using AGCCS from now on.

Based on the above, AskGamblers Complaints Team consider this case as Rejected and it is now officially closed.

AskGamblers

• Support Team

9 years ago

AskGamblers

• Support Team

9 years ago

Dear AstralBet Casino,

Please let us know if there's some update regarding this case.

AstralBet Casino Complaint Stats

Resolved 2 / 3

Avg. Amount $4,866

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

AstralBet Casino Complaints

See all complaints for this casino

Refusing to pay out 600 Euro without giving reason

Hello Askgamblers Team,

you rejected my first complaint because of missing information. Here is another try: AstralBet Casino declined my withdrawal without giving reason. I deposited 35 euro and got bonus spins. I played the 30 Bonus Spins for Hot Spin Deluxe and won about 15 euro out of them. I read all the bonus terms and didn't play forbidden games with my balance and finished the wagering. After that 600 Euro were left from my balance which I decided to withdraw. After two days AstralBet Casino declined payment and credited my initial deposit of 35 Euro back to my account. I tried to contact them via email 3 days ago and still got no answer from the casino. Live Chat told me they cannot help in financial questions. The only proof I have is a screenshot from my Astralbet Account with the declined payment and the email I wrote to their financial department. I hope this is enough because there is no further evidence until now because the casino didn't give me a statement for the declined payment.

Hope you can help here @askgamblers Team

Best regards

Resolved

Stalling verification and not answering my concerned questions

Hello

I have been receiving "sign up now" email offers from Astralbet since 2017. I finally registered and played with their welcome offer on April 17th.

On my third deposit I won about 7000$ playing a few games. I requested my withdrawal the same day and did not hear from them for a good week.

I emailed them on April 22 regarding my withdrawal, and they responded by congratulating me and asking for the verification documents, which were provided the same day.

From April 22 to May 10 they have asked for numerous documents.

For every email they would always ask for a new document or picture, which was provided.

April 30 they asked for Notarised documents. To which I provided them On May 1st 2019. They asked me to wait 5 business days.

On May 10 I received this email :

" We would like to inform our Risk/Fraud Department conducted a thorough review of your notarized documents and they have successfully validated.

Furthermore, as an online casino operator, we are obligated to know that the source of the funds that you use to play with are legitimate. We take responsible gaming very seriously and aim to protect our players as much as possible.

What we need (any of the following):

A link to a website showing you in some employee/employer/executive or ownership capacity

A full copy of your pay slip

Proof of sale of shares

Proof of sale of property or properties

Inheritance (a copy of the executor’s letter showing you as the beneficiary and amount, and a copy of a bank statement showing the funds being received from the executors account)

Dividends or shares from a company (a copy of your dividend certificate, and a copy of a bank statement showing the money being received from the company) "

Each email was upsetting from their team, however I provided all documents without questioning since it is mentioned in their terms to ask for notarised documents.

There is no indication in your terms above where you ask for source of funds.

I have raised numerous questions regarding your unethical practice and regarding my privacy but you failed to reply to any of my concerning questions.

I finally provided a proof of pay slip and have not heard back from them since.

I hope bringing this complaint public can finally solve my issue with this casino.

Thank you

Resolved

$7,000

Did not close account after exclusion email

On Nov 24 I asked Astralbet to close my account via chat and was told they couldn’t. Because I recognized I had a problem, I wrote to their rewards and support email again asking they close my account immediately (adding I wanted it done without being asked again “why” and I included my name, birthdate and address — from my account t email)

My account was not closed, and with my problem, I continued to gamble somewhere between 5,000 and 10,000 CDN.

I wrote again a month later when the problem was at its worst and they have now finally closed my account (with the same information as initially). I have all the emails confirming my requests.

I believe I should be entitled to a full refund of all funds gambled between nov 24 and dec 25 as this is a serious violation of the terms and service.

Unresolved

$10,000