Ag Awards

Maple Casino - Casino refuse to pay 75,000 euro!.

Complaint Info
Disputed casino Maple Casino
Reason Declined payment
Posted on December 29, 2014

I have an account at Maple casino, with the username d84max. I received on the 9th of october an email from claudi­a.b­@ve­gas­par­tne­rlo­ung­ She said that I am a VIP player and that I will receive a promotion of 40% up to 400 eur for my deposit. I deposited 1000 eur the next day and I played big at slots, and I won big. My final balance was over 75000 euros.

After this I received an email saying I am under investigation and that I should send validated documents from a notary office and photo of me. For a few days I could not send the documents as I was in Spain on a trip that was planned before the winnings at the casino. So in the meantime I was sent an ultimatum asking for the documents or else my account would be permanently locked. I replied with my situation on a Friday, sent the photo of me holding my ID and a promise that by Monday I would send the rest of the documents when I would be back in Berlin. On Monday I sent the notorised copy of my ID, drivers license and the visit card of the notary so the casino can call and confirm with the notary office as well. Next I was asked for the ticket to Spain. I complied and sent them the scan of the half of the boarding pass that you get from the airport. Next they asked for the ticket of the trip. I sent them the online screenshot of the confirmation of the ticket purchase. Next I was asked for the passport. Even if I told them I do not need a passport to travel inside EU they said they can not validate my account without a passport. I had the passport made and send it as well.

Next I was told that I am on a list which is a high risk players list, for which I had my account permanently closed and the winnings are void. The terms 3.1 were called into case, which I read but say nothing about a hidden list with high risk players. I do not know why they say I am high risk. I just got a VIP invitation from them, deposited, played and won big while respecting the terms and conditions, jumped through all the hoops and sent all the required documents, and still had the account closed.

The VIP invitation is a direct invitation to play at the casino, so I demand the casino pay out my winnings.

Posted on December 13, 2014

Dear @d86max,
Any update considering your complaint? Thank you.

Posted on December 15, 2014

No. I was not contacted by anyone.

Posted on December 29, 2014

Upon examining all information that casino send to us, we can conclude that this player breach Terms and Conditions of the casino, so rule 3.1 is applied on his/hers account. If player think that he/she have a case he/she can seek further help with LGA of Malta.

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