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arcanebet Casino - Confiscated win due to ambiguous bonus terms

RESOLVED
Complaint Info
Disputed casino arcanebet Casino
Reason Bonus terms violation
Sabri10 Norway
Posted on December 15, 2020

Hello. I have an account in Arcanebet casino and i played there many times. I was happy and enjoyed every time i played there, until last time i played there and i had i win of 1910,75 euros. After that i got email to verify my account, so i sent email and i uploaded my documents in my account. And so i got email that Arcanebet confirm my account are verified and i can make my withdrawal. I made my withdrawal, then i got email from the casino the withdrawal are rejected because there where some reason for this. These to reasons they mention in the email was:

1.Betting with high variance, whereby you claim a promotional offer and place large bets on volatile outcomes, before switching to regular variance outcomes with a lower volatility to clear wagering requirements.

2.Increasing your balance with one pattern and then significantly changing that pattern to complete wagering requirements.

When i got the bonus promotion to my email and i made my deposit, i saw the bonus terms said the max bet is 5 euro and when i played i bet 5 euro, so i did not go over the bonus terms, and i have right as a player to change my bet or my game as long i do not removal the bonus terms. i do not see my self played bet more then the bonus showed this day, so i do not know why Arcanebet rejected my winning and refunded my deposit the day after. I can understand if i bet more then the bonus says, but i did not, and even i did not bet lower. The lowest i bet was 3 euro. I played in this casino many times before and i did not had any issues even i bet the same before also, but when i won, they find other issues for not giving me what i won. And i hope to hear good feedback. Thank you so much.

Posted on December 16, 2020

Hi there,

This is just to confirm that the user in question did indeed breach the terms & conditions quoted in the email and that we have forwarded the information supporting that to the Askgamblers team.

Kind regards,

Team arcanebet

Sabri10 Norway
Posted on December 19, 2020

Hi there,

Im still waiting for Askgamblers answer for what i did wronge that Arcanebet casino did not pay my bonus and rejected it.

Posted on December 22, 2020

Hi all,

As stated above, we have submitted extensive proof to the AskGamblers Team that led to the decision that was taken.

The player breached the terms & conditions by changing his gaming pattern significantly after a win, for the sole purpose of exploiting the promotional offer he took advantage of and not as part of a normal recreational playing style.

The player was placing maximum bets on a high volatile slots (Rise of Olympus) to then – after a win – reduce his stake by 40% and immediately switch to a very low volatile slot (Guns’n Roses).

This is a clear sign of advantage play and unfortunately there were no elements in favor of the player (past game play) to clear him, on the contrary. The player’s profile showed clear signs of being an advantage player, meaning we had no choice but to enforce.

The specific terms & conditions breached:

- Betting with high variance, whereby you claim a promotional offer and place large bets on volatile outcomes, before switching to regular variance outcomes with a lower volatility to clear wagering requirements.
- Increasing your balance with one pattern and then significantly changing that pattern to complete wagering requirements.

The player clearly and intentionally breached these terms and in order to maintain our player-friendly approach to genuine users, we must maintain a zero tolerance policy against those trying to exploit our services, even when it is for relative small amounts as is the case here.

It is always disappointing for us having to deal with such cases. We would, however, like to assure the whole community that we will always honor their winnings, provided players are genuine (this does not mean losing!) and fair in their actions towards us.
This is a fact that can be easily checked under our casino page review, where our players' rating speaks for itself.

Kind regards,

Team arcanebet

AskGamblers
Posted on December 22, 2020

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that arcanebet Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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