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Arcanebet Casino - Unfair confiscation of €5,700

RESOLVED
Complaint Info
Disputed casino arcanebet Casino
Reason Bonus terms violation
Janeane Hamburg
Posted on August 14, 2020

In the beginning of August 2020 I registered on Arcane bet casino and made a deposit of 200 euros. I played different slots that I liked and that were allowed by the casino.

I won 5700 euros, and was really happy that I went to celebrate! After several days I put my money on the withdrawal. After that I received an e-mail from the casino stating that apparantely they think I broke several possible rules. I hereby attach the screenshot from the e-mail which includes the list of accussations. I have nothing to do with any of these accussations!! I sincerely ask AskGamblers team to help me with the solution of this issue.

Posted on August 14, 2020

Hi AskGamblers,

In your inbox you will find the investigation file on the user. The following term & condition was breached:

"Switch from a game with a low RTP (e.g. 95-96.1%) to a game with a considerably higher RTP (e.g. 96.8-96.99%) after a win, for the sole purpose of clearing the wagering requirements."

For genuine users we would not be enforcing this term, but as illustrated, this is not a genuine user. Unfortunately we cannot divulge how we establish that publicly, as it would give them the information on how to try and remain undetected.

To the genuine users reading this: we are committed to continuing to offer our genuine users the best possible experience with fast KYC's and withdrawals. Genuine does not mean "losing players" at arcanebet, it means those playing for fun, including playing with bonus money.

On the review page you can read countless experiences of real users that had no history with us, won straight away and were treated as VIPs, for amounts much higher than 5.700 EUR.

Kind regards,

Team arcanebet

Janeane Hamburg
Posted on August 14, 2020

Arcanebet says that I started playing a slot with low RTP 95%-96% and then went to play a better slot with a higher RTP. And they say that this is not allowed. Do you understand absurdity of this claim? Why play slot with lower RTP, when one can just go and play immediately slot with higher RTP. There is no logic here. I just play slots that I like and never look at RTP. Moreover 2% won`t make much difference. 6000 euros can be won with 95% RTP slot or with 99% RTP slot with the same probability. And one cannot win 5700 from 200 euros without luck. Which is why this claim is completely baseless!

Then Arcanebet Casino stated, that I am not a real user! I am ready to submit any documents, photo or video! Anything that is required to prove my identity! I played from my personal computer and no one has played from it - I 100% guarantee that! I hope that Arcanebet casino will realize the absurdity of the claims stated above, will accept that it was just a misunderstanding and will return me my fair winnings. I sincerely ask AskGamblers team to help me solve this issue!

AskGamblers
Posted on August 18, 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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