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 :
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.
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 .