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Arcanebet Casino - Played and won, then got locked account and refused to get my winnings

RESOLVED
Complaint Info
Disputed casino arcanebet Casino
Reason Bonus abuse
Posted on June 24, 2020

Hello i'm writing a complaint about Arcanebet Casino. I was playing the second deposit offer of the Welcome Bonus after finishing the wager requirements with a balance of 3055 Euro where i was playing a Gamomat Slot named Books and Bulls with 5 Euro Bet as this was the maximum bet on the bonus terms . After finishing the wager i tryed to make a withdraw with the method i had deposit (Ecopayz) but needed first to make verificaton so i uploaded my Identity card and a bill after 10-15 minutes my account was verified so i made a withdraw to my Ecopayz Account of 1000 Euro . I saw after 2 days in my emails that they had asked me a selfie photo holding my ID and a handwritten paper with the date on it also if they could make a video call with me via Skype or WhatsApp . But after sending this email they send me other email saying that :

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Hello Stavroula,

We run a very transparent business where our focus is on the experience of the player. Where possible, we are always on the player's side and try to meet him half-way in case honest mistakes are being made, which would theoretically breach our Terms and Conditions.

At the same time, we do have a zero-tolerance policy against the few that try to ruin it for the many, and it's always a sad moment when we must close a player account and confiscate the player balance when clear abuse is found.

In your case, a thorough analysis performed by our Verification Team and corroborated with clear evidence found by a 3rd Party Risk and Fraud Auditor revealed a clear Bonus-abusive pattern and strategy, and, as per the Terms & Conditions from the Bonus Rules section on the website:

Only real accounts created at arcanebet are eligible to benefit from promotional offers, if the personal information is not accurate and/or up to date we reserve the right to cancel any bonuses or winnings associated with promotional offers. Furthermore, if we suspect any account is involved with fraudulent behavior or intentional promotion abuse, we reserve the right to suspend these accounts. We may, as a result, also confiscate any winnings/bonus and/or funds from such accounts.

It is strictly forbidden to:

Control or maintain more than one active account without prior approval from our management.

Register multiple accounts in order to claim bonuses repeatedly.

Try to exploit games’ volatility through constant and repetitive betting patterns.

As a direct result, and in line with the Terms and Conditions you agreed to when signing up, your account has been closed and the existing balance has been confiscated.

An overview of this has been sent to our legal department, who will take the appropriate measures that are within our legal rights. In case you would like to add anything from your end to this dossier, you can do so within 7 calendar days, until the 18th of June 2020.

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I responded to this email with the selfie and the handwriten note they wanted and asked them if they would like to make the video call that they had asked and also to this accusations that they told me i dont agree to anything because i register to the Arcanebet Casino i played with the terms and conditions and the bonus terms without breaking any term and they lock my account and dont pay me . I only have my account in my name and i played following the terms if saying maximum 5 bet and 0,50 per line and you play like that how is this the betting repetitive pattern they say ? I also asked about the evidence they say they have but they cannot send me because they cannot give away the information. So im making a complaint because i think they accused me so they dont have to pay me my winnings .

Posted on June 25, 2020

Hi Doridsta93,

Thank you for filing the above complaint and giving us the chance to present our case to a neutral 3rd party.

To keep you posted on the progress: we have shared the proof with the representatives of AskGamblers, who are now evaluating things.

Kind regards,

Team arcanebet

AskGamblers
Posted on June 28, 2020

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Arcanebet Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly.

Posted on June 30, 2020

Hi all,

Just to confirm, as the AskGamblers representative stated above, we have submitted extensive proof that led to making this decision.

Due to the very sensitive nature of this case, we unfortunately cannot share the anti-fraud techniques we're using to detect such behavior. However, rest assured that a decision to confiscate money is not made without proper investigation at arcanebet and that the evidence of multi-accounting against the complainant was extensive and left no doubt.

Therefore, we have enforced the following terms and conditions:

Furthermore, if we suspect any account is involved with fraudulent behavior or intentional promotion abuse, we reserve the right to suspend these accounts. We may, as a result, also confiscate any winnings/bonus and/or funds from such accounts.

It is strictly forbidden to:
- Control or maintain more than one active account without prior approval from our management;
- Register multiple accounts in order to claim bonuses repeatedly;
- Try to exploit games’ volatility through constant and repetitive betting patterns.

The AskGamblers Team can confirm safe receipt of the evidence we gathered.

It is always a sad moment internally when we have to confiscate a player's balance. However, in order to maintain our player-centered approach of fast KYC & withdrawals, we need to maintain a zero-tolerance policy against those seeking to abuse.

The player above was one of those abusers, but we can of course reassure the community that we will honor their winnings at all times, provided players are genuine and fair in their actions towards us.

Kind regards,

arcanebet Team

AskGamblers
Posted on June 30, 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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