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Play Casino - Unjustified account closure and confiscation after winning 6400€

Complaint Info
Disputed casino Play Casino
Reason Casino terms violation
Amount € 6500
Posted on May 16, 2017

Hallo dear Askgamblers,

i did get an email from Play Casino yesterday to play a 75% Bonus yesterday. I played 3 times on the casino before. I played the welcome bonus in February and a 50% bonus in march and one in apri
So i did deposit 100€ and played with 5€ per Spin (which is within the Terms and Conditions) Secrets of Atlantis and hit a very big win with 5.000€.

So i finished the 3000€ wager requirement with playing Secrets of Atlantis and Guns n Roses.
When i was finished with it, i had 4900€ left and did deposit 500€ more to play blackjack. Of course everything i did was with my own real money. I played some and ended up with 6500€. i played a few more slots and roulette winning and losing a bit and quitted afterwards.

i did order to withdraw for 300€ and went to sleep. today i woke up and my account got disabled.

this was the chat i had today with the support:

Support Agent
10:07 am
Hello. How may I help you?
My Account got disabeld
Support Agent
Please, wait a moment, we need to check it.
Mario P.
this is not correct
Support Agent
Your profile is closed by Casino manager desigion
Mario P.
Yes is understand that
but i didnt do anythign wrong execpt winning!
what is his reason for
Support Agent
for suspicious activity and same gaming scheme in network
Mario P.
Suspicious activity? are you for real?
i did deposit 100€ played with 5€ per spin on secrets of atlantis and won big
when i finished the wager requirement, i did deposit 500€ more and play with real money blackjack and roulette.
So i didnt hurt the T&Cs
I would like to talk to the Manager and let him explain his deciscion because this is a scam
Support Agent
Sorry, but this it the final design
Mario P.
No its not final until you talk to you
you cant take 6500€ from me and just say its final
you have some responsibility
Support Agent
I am obliged to close this chat right now in order to help other players
Support Agent has closed the chat.

Okay, after all, the offered me a bonus which i won big while playing within their rules. After it turned to real money, i played blackjack and won a little more, after i did deposit my own real money.
If that is suspicious or a gaming sheme, i never want to play in any casino ever again.

Please dear Askgamblers Team,

help me in this case,
and also prevent other players to get scamed in this casino

Thank you!

Posted on May 19, 2017

After I published this complaint, i got an email the next morning:

Dear Player,

Your account was closed for bonus abuse.

We strictly follow the rules, when it comes to abusing of bonus promo.

Our team carefully checked your accounts for suspicious activity and same gaming scheme in network.

That is why we`ve made the decision to close this account at play.casino.

We see only one way of dispute resolution.

By way of acceptation we can return your last deposit of 500 EUR and by this come to peaceful settlement.

Best regards,
Play Casino Support Team!

They tried to frighten me with this email, and settle for a cheap amount.
But i am not going to let loose, because i am not gonna let Playcasino steal 6500€ from me!
Everything else than 6500€ is a scam and i am not going to settle for less!

Here is my response:

Hallo dear Team,

i did not do anything wrong. I never abused any bonus or did a suspicious activity in your or any other casino.

You offered me a bonus, i did deposit (how can i abuse a bonus, when i only did deposit 3 times in the last year?) and won with 5€ per Spin a big win of 5000€. after i finished wager the required amount, i did deposit again and played blackjack with my own, real money. Are you saying that this is a gaming scheme?

I never hurt any term and condition or anything like that, i just won.

and if you close my account and froze my money, without any reason, this is just a scam and nothing else.

You can return the deposit to my account but this is no an acceptation of a peaceful settlement. You and your casino owe me 6500€.

I will go forward with my complaints on all gambling sites and also your gaming licence holder.

We can look for a peaceful settlement but 500EUR is without a question not acceptable.

Please come back with a solution.


Posted on May 23, 2017

Still no answer from the Casino. Askgamblers do you have any contact from Playcasino?

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