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Imperial Casino -closes account without giving an explanation


Complaint Info

Disputed casino

Imperial Casino
Posted on May 16, 2014

Hi. I've been playing at Imperial Casino since 2007. Recently I was offered a reload bonus. As always I read the t&c thoroughly. On 12/3 I deposited 200$ and received 300$ bonus. I ran my balance up to 1370$ playing Blackjack Surrender with 5-8$ stakes. On 13/3 I tried to log in to my account only to find out it was locked. At this point I have 2500$ left to wager my bonus. Customer support told me that my account is permanently locked and all my funds are seized. After several emails they have been reluctant to tell me the exact reason.

The best explanation I have been given so far is this:

"We can confirm that your account is to remain closed and funds to be confiscated. This is a final decision and cannot be amended.

We refer you to our terms and conditions: https:­//e­n.i­mpe­ria­lca­sin­o.c­om/­con­ten­t/TandC including following part of terms and conditions:

Bonus Abuse

28.2. Everest awards bonuses and entry to selected promotions in good faith to players who use its services for entertainment purposes and as a token of appreciation for loyal play. Free spins, bonuses and entry to promotions will be revoked, denied or withdrawn from players who abuse the spirit of this offer. We reserve the right to cancel a bonus offer at any time in case of any suspected abuse of the offer and to terminate the offender’s account with immediate effect. Everest retains its right to prosecute offenders. ‘Abuse’ includes, but is not limited to, the opening of multiple accounts to claim multiple bonuses. Further, where any term of a bonus offer or promotion is breached or there is any reasonable suspicion by Everest that a series of wagers has been placed by a customer or group of customers which, due to a bonus, free bet or any other promotional offer results in guaranteed customer profits irrespective of the outcome, whether individually or as part of a group, Everest reserves the right to reclaim the bonus and in its absolute discretion to void the free bets and/or void any bet funded by the bonus or bonus winnings. We reserve the right to cancel a bonus given to you following a deposit made by you if the deposit has not been used to place a bet. We reserve the right to cancel a bonus and any winnings made by betting with all or part of the bonus amount in the event that we suspect that bonus abuse has occurred. Everest reserves its right to request proof of your identity, age and origin of funds at any time, including prior to crediting your Account with a bonus."

They refuse to clarify what they mean. I was very careful that I didn't broke any rules. So it seems to me that they just didn't like the way I played.

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