Dear AskGamblers Team and JULKUJUSSI,
We would like to inform you that the e-mail has been sent to AskGamblers team with all details regarding this complaint.
The reason why the player's payout has been delayed was due to an ongoing investigation as we wanted to be sure that our Terms and Conditions have been breached.
We would like to inform you that our relevant department declined the payout and closed the player's account due to a breach of the following sections of our Terms and Conditions:
- In the event that We suspect that a Player is acting as a part of the Player’s collusion undertaken with the intent of defrauding and cheating, meaning by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices and acting on same or similar pattern, We reserve the right to block the relevant Account(s). Following the internal investigation, We reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts.
- Where We close the Player’s Account and terminate the Agreement pursuant to Multiple-accounting, Collusion, Cheating, Fraud and Criminal Activity or Breach of this Agreement the balance of the Player’s Account, Player’s approved but not yet paid withdrawals and/or jackpot winnings will be non-refundable and deemed to be forfeited to the extent of any claim that the Company may have against the Player at the date of such closure.
- Big5Casino has a zero tolerance policy towards inappropriate play, bonus abuse, player’s collusion and fraudulent activity. If, in Our sole determination, the Player is found to have cheated or attempted to defraud Us or any other User of any of the Games in any way including, but not limited to, game manipulation or payment fraud, or if We suspect the Player of fraudulent payment, including use of stolen credit cards, or any other fraudulent activity (including any chargeback or other reversal of a payment) or prohibited transaction (including money laundering), We reserve the right to suspend and/or close the User Account and to share this information (together with the Player’s identity) to other online gaming websites, banks, credit card companies, and appropriate agencies.
- Furthermore, if upon such review, the Player practices have been deemed to be “Abuse”, We have the right to take the following actions, at our sole discretion, against such abusers:
all funds in any account/s belonging to such Player will be withheld and any pending bonuses or payouts will be voided;
abusing Players accounts may be terminated immediately; and/or
players found to be abusing promotions may be barred from receiving further promotional offers.
We are sorry that we can't provide JULKUJUSSI with any other information but we need to follow our Terms and Conditions to ensure a fair gameplay experience for all our players.
Customer Experience Team