Casino delays withdrawal

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 Quatro 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.

Please see my post above about what you can do further. There's nothing more I can do here.

Hello, I am very grateful for your help. I was answered like this:
Hello,


This notice is to advise that the withdrawal pending on your Quatro Casino account HQTRM0703501654 is void and confiscated as per a breach of the casino terms and conditions. The relevant section is outlined below

Your purchases totalling £110 will be refunded.

This decision is final and the account is closed.

Payment and Winnings

General Terms and Conditions
It is the Player's responsibility to be aware of these terms upon which payments are accepted and winnings are paid. It is also the Player’s responsibility to ensure they are aware of any changes to these terms. Quatro Casino may also inform its Players via email of any updates to the Terms and Conditions.
Player shall not deposit funds into the Quatro Casino which are ill-gotten, dishonestly obtained, proceeds of or intended to be used for money laundering or terrorist financing, or that would otherwise be generally considered illegal.
Quatro Casino reserves the right to confiscate any withdrawal or casino account balance suspected of being linked to any kind of fraudulent activity included but not limited to identity theft or payment fraud.
Any criminal or suspicious activity at the Quatro Casino may be reported to relevant authorities and where such activity is suspected or confirmed may result in a Player’s casino account being suspended indefinitely and any winnings voided and balances confiscated.
If Players transfer funds between each other's financial accounts or if multiple Players have their financial accounts funded by a common source it will be considered fraudulent and it may be investigated. Quatro Casino reserves the right to void any winnings associated with these types of practices and to suspend the associated casino accounts indefinitely and confiscate any casino account balances.
If a financial account used to deposit and or withdraw funds is not in the name of the Player registered on the Casino, Quatro Casino reserves the right to suspend the casino account and or financial account indefinitely.
The Player accepts that it is their responsibility to ensure they have sufficient funds in the financial account(s) used to deposit at Quatro Casino. This includes sufficient funds at the time the deposit is made and at the time their financial account is debited. In the event of insufficient funds at either of these times, Quatro Casino reserves the right to reject deposits and to void any winnings and confiscate any casino account balances. Quatro Casino may in its sole discretion request from the Player, and the Player agrees to provide, such evidence satisfactory to Quatro Casino to prove that sufficient funds were available at the time of their deposit or at the time their financial account was debited.
Players whose deposits are repudiated, recalled, charged back, disputed, revoked or otherwise generally not paid will have their winnings voided, their balances confiscated and all their casino accounts on the Casino Rewards network locked. In the unlikely event Quatro Casino decides not to exercise any or all of its rights under this term it will not constitute a waiver of its right to exercise this or any other term in future.
It is the Player's responsibility to retain copies of transaction records and of past and present website policies and rules.
Quatro Casino reserves the right to perform Player’s identity, source-of-funds, financial account, and other background due diligence checks and may require documentation and information from the Player to do this. Failure by the Player to comply with any such requests or part thereof grants Quatro Casino the right to void any winnings on the Player’s account, restrict further deposits and withdrawals, confiscate any casino account balances, and to lock the Player’s casino account indefinitely. As for the security documents, please see for more details under ‘Verification Procedure’.
Quatro Casino does not charge the Player for making deposits into their casino account but payment service providers, financial intermediaries involved with processing Player’s transactions and/or their financial institution. This may result in incurring transaction fees over and above the amount deposited into Player’s casino account. Such fees are not typical for the majority of Players but in the unfortunate event of their incurring such fees Players agree that the casino will not be liable for these fees.
Where you have requested to store your CVC code - the 3 digit number on the back of your credit/debit card - for a specific card and on the device through which you are accessing the casino, you have also consented to our retrieving and using that CVC code for future purchases that you make at the casino and you accept full responsibility for this.


Kind Regards,



Jarrod

Risk Management

Casino Rewards

Hi there

I believe you have been emailed by risk management.

You may contact the internal complaints process from here using email address compla­int­s@c­rhe­lpd­esk.com

If you are not satisfied after that, you will need to go directly to the ADR (eCogra).

Unfortunately I cannot help any further.
Cheers