Complaint #20 Quatro Casino

Closed my account and cancelled my withdrawal with no evidence presented for terms violation

By yaya70

10 years ago

Message on forum

Hello

On 04/08/2015 i created a Quatro Casino account and I took advantage of the promotion € 100 scratch cards free, i won a € 25 bonus and asked to deposit 1 euro to play the € 25 bonus. I made the deposit by Neteller and I played the deposit and the bonus and respected the terms and conditions.
On 05/08/2015 I requested a withdrawal of € 150 and I sent the documents to verify my account.
On 07/08/2015 I received an email from riskmanagement@casinorewards.com
to let me know that my account was closed down and that mywithdrawal is canceled. because many accounts have been created from my computer My email address or my personal information but I have not received from casino evidence. I never created from my computer several account, i have only one account Quatro Casino. so no one can access my computer or use my email address to register a casino account. I started playing online casino in early July 2105.
Yesterday I contacted Live chat and ask me to provide proof that I created several accounts or provide me the numbers of accounts that I created from my computer or my email address, but the officer refused and answers:
'I asked the supervisor, but unfortunately Yahya we are not able to provide you more information about this closure'.
I sent several emails to the casino to give me evidence or provide me the accounts created from my computer but I have not received a response
I ask you to help me and protect players against online casinos scam

Disputed Casino Quatro Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

10 years ago

Based on the player's last comment we consider this case as resolved and now it is officially closed.

yaya70

• Morocco • 1 reviews

10 years ago

I received a email from Casino Rewards Risk Management to inform me that
my documents have been received and approved.
Yesterday I received my withdrawal of €150 on my Neteller account.
I thank the administrators and moderators of this forum, I also want to thank Renee who advised me to make my complaint at eCOGRA.
The problem is now resolved.

AskGamblers

• Support Team

10 years ago

This case has been reopened upon player's request and we would like to give it one last chance for a successful resolution.

AskGamblers

• Support Team

10 years ago

Casino have a strict "in-house" rules, therefore they can't provide any evidence regarding complaints. We recommend to the player to seek help with a license authority that issued casino's license. We consider this complaint unresolved.

Quatro Casino Complaint Stats

Resolved 8 / 8

Avg. Amount $63

Avg. Complaint Duration 5 days

Avg. Response Time 1 day

Quatro Casino Complaints

See all complaints for this casino

Casino delays withdrawal

Hello, my name is ubi.

On September 12, 2023, I registered at Quatro Casino. I made a deposit of 100 pounds, they gave me free spins every day, I turned them off but didn’t play, then I decided to play, I couldn’t win anything. After 10 days I made a deposit of 10 pounds and was able to win 300 gbp.

Then I bet on withdrawal, waited 48 hours and my withdrawal was rejected.

Then I was asked to upload documents, I uploaded everything and sent it. They wrote to me that the documents will be checked within 2 working days.

I waited, no one wrote to me.

I wrote in the chat, they asked me to write an email

[email protected]

they answered me:

Hello Ubi,

At the current time we are unable to verify your identity with the ID you have sent in.

Please also attach a photo of yourself holding your ID.

Please ensure that your face, and ID are both clearly visible in the image.

Thank you for your cooperation.

Risk Management

Casino Rewards

Next, I emailed them my selfie photo.

7 days have already passed and no one has answered me or withdrawn money.

Help me please. I couldn’t influence them in any way.

Best regards ubi.

Resolved

I 've uploaded all the documents. it's been another 5 days of waiting

Hello! On September 1, I registered at the Quatro casino. I put $ 400 on withdrawal. According to the rules, they did not withdraw after two days. I went to the casino there was a table for uploading documents. I 've uploaded all the documents. it's been another 5 days, no one has answered my mail, too, they don't write anything.

I asked in the chat in the chat they told me to write a letter to risk management? I wrote a letter there, no one answers, the money of $ 400 is still hanging on the site until the cancellation, apparently in the hope that I will lose them. Screenshots of the output and a screen of correspondence with the chat are attached. I ask for help here, since no one can solve anything in the casino.

Resolved

$400

Payment not received over 8 month

Recently I played QUATRO CASINO. following a promotion. I filed 10 KR and I won 900 KR after I turned 35 x the bonus, I requested a withdrawal six months of that, it's the month of September 2014, but I still do not have received payment, many times I spoke with them on the chat,, I contacted riskmanagement.com but I received no response no, with attachment files there is the last conversation with the media and the message riskmanagement.com You are now chatting with Chris. Chris: Hello, Welcome to the Casino Rewards support chat. How can I help you today? you: HOLLA you: when i got payed ?? Chris: Haha, Just one moment please, I'll just check for you. you: i had won 90 e now 5 month i hove not receive it Chris: I'm sorry to hear that, Just one moment please. you: the first i came here and they said your win has ben processed , but i got nothing , and then i done an other withdrawal past week but i stll dident got my win Chris: I can see it was added back to your Casino Account you: Jag tjänar 90 €, har jag inte fått min vinst, bara 900 kr Chris: This was on the 17th of March at your request. :) you: ja, Chris: Thanks for your patience. I'll be right with you. Chris: I'm sorry for the delay. I'll be with you in just a moment. Chris: I'll be right with you. you: okk chris , have your time Chris: Thank you. Please wait while I transfer the chat to 'Ray'. You are now chatting with Ray. Ray: Hi, Stupp. Your chat was transferred to me. :) Ray: I'll have to have a closer look into your account. Ray: Stupp, your withdrawal of €90 was refunded to your account in the 17th of September 2015, as you did not contact our Risk Management Department as requested. you: sorry ?+ you: i have not been contacted by the casino or any you: 5 months -)) Ray: Thanks for your patience. I'll be right with you. Ray: Let me have another look into your correspondence :) Ray: I'm just going to ask my supervisor real quick. Won't be long. Ray: Stupp, thank you for waiting. Ray: So, the money was returned to you as there was a problem with the payment. The money was returned into your casino account on the 17th September. I can see that since played with that money. you: when i wll get payed you: no i have requested withdrawal again Ray: Stupp, you need to contact our Risk Management Department for that Ray: Yes I can see the money is pending. :) you: where i contact them ?? you: about 900 kr Ray: Could you please contact them via [email protected] :) you: thats verry bad i think you: okk thank you you: to this email Ray: I'm sorry but this is standard procedure and for the safety of your own money! :( Ray: sure! Ray: Is there anything else I can help you with today? you: no Ray: Great! Have a good day, Stupp! :) © 2015 Microsoft Conditions Confidentialité et cookies Développeurs Français

Resolved

Voided winnings and closed account

I won 3000 on bonus I had to deposit a pound to get it. I put in withdraw funds and they asked id I sent all id day before money was to be paid I checked emails and they closed account and voided winnings saying they found multi accounts I never created accounts but wont talk to me wont reply I asked for details of accounts and haven't received any also with what he said I thought accounts just been done but were done 2013 2014 ive tried to talk to them but they blocked me just wernt interested .if I had created accounts I wouldn't claimed winnings and surly would have flagged up as soon as I did my account in feb

Resolved

Cashout refused

Hi, i made deposit 1usd to get bonus, i playthru the bonus and made cashout, and they just close my account and dont want to re-open it and send me a cashout, but when i ask in chat before cashout they say that i will get it latest on 28th of may. here is our chat-----> [6:34:51 AM] Visitor: hi i have made cashout [6:35:06 AM] Visitor: should i send some docs>°? [6:35:30 AM] Olya: What was the amount of your withdrawal? [6:37:13 AM] Visitor: 100 [6:37:34 AM] Olya: Please hold for a moment while I check the details in your account. [6:45:38 AM] Olya: What method did you use to make your withdrawal? [6:45:58 AM] Visitor: neteller? [6:46:39 AM] Olya: Thank you. [6:46:49 AM] Olya: Have you just made your withdrawal? [6:49:49 AM] Visitor: yes [6:50:51 AM] Olya: Sorry, it took me awhile to find it. Because you have just requested it it did not show in the system. [6:51:01 AM] Olya: I can not see any problem with your withdrawal. [6:51:36 AM] Olya: There is a 48 hour pending period before your funds are send to Neteller [6:51:41 AM] Visitor: when will i get it [6:52:00 AM] Olya: and then its just one more business day before you receive your funds [6:52:21 AM] Visitor: °no docs requered? [6:52:42 AM] Olya: I would say the latest would be Wednesday next week the 28th [6:53:17 AM] Visitor: ok [6:53:29 AM] Visitor: can u send this chat to my email? [6:54:32 AM] Olya: Let me check with my supervisor. One moment please

Resolved

$100

Account blocked

hi i signed up for the bonus of free scratchcards on quattro casino with the site being highly recommended by my friends . i won twenty five pounds on the cards and played through the bonus terms and and withdrew £350 having checked with their online chat if it was ok to do so ithen receieved this email from them

Hello Lynda,

We would like to inform you that your cashin and account has been blocked due to a breach of the Bonus Account Terms and Conditions of the casino.

For more information please look under Bonus Account Terms and Conditions include >> Point 13

“The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings for irregular play. ‘Irregular play’ includes but is not limited to any one or more of the following types of play:

1. Placing single bets equal to or in excess of 25% or more of the value of the bonus credited to the account prior to the play-through requirement for that bonus having been met;

2. Using the double-up feature to increase bet values;

3. Even money bets on Sic Bo, Craps and Roulette”

4. Starting a game's feature after the bonus balance used to build up the credits towards the feature has reached 0.

25% of £20 = Max bet of £6.25

1 No Further Detail 2012/05/07 5:46:20.65 PM Transfer ECash to Casino Credits £1.00 £1.00

2 No Further Detail 2012/05/07 5:46:24.01 PM Bonus - FD Bonus £25.00 £26.00

5 View 2012/05/07 5:50:23.73 PM Sure Win £1.25 £121.80

39 View 2012/05/07 5:56:04.03 PM Multi Player Roulete Diamond Edition £13.00 £36.00

40 View 2012/05/07 5:57:01.58 PM Multi Player Roulete Diamond Edition £14.00 £36.00

42 View 2012/05/07 5:58:04.30 PM Multi Player Roulete Diamond Edition £29.00 £45.00

43 View 2012/05/07 5:58:05.17 PM Multi Player Roulete Diamond Edition £29.00 £48.00

46 View 2012/05/07 6:00:04.09 PM Multi Player Roulete Diamond Edition £34.00 £36.00

47 View 2012/05/07 6:00:57.94 PM Multi Player Roulete Diamond Edition £34.00 £66.00

52 View 2012/05/07 6:03:39.96 PM Multi Player Roulete Diamond Edition £33.00 £72.00

54 View 2012/05/07 6:04:42.28 PM Multi Player Roulete Diamond Edition £39.00 £90.00

Therefore, the winnings are void and have been confiscated. Your casino account will remain locked.

Kind regards,

Sally

Risk Management

Casino Rewards

. this is not fair and being a single mum[partner recentley lef]t im at my wits end. not being a serious gambler i am confused please help

Resolved

Voided my withdrawal

I've won 25 euro from the 100 free scratch bonus,made an depsoit and recived the 25 free.I've made the playthrough,and I've request a withdrawal for 140 euro.In the next they I've tried to log in the casino but my account was locked.They send me a message that from my ip was oppened more account,but this is not true.This is the email that they send me.I've made a deposit of 1 euro,and they confiscated also the deposit.

Hi lucian < surname removed >,

According to our records, unfortunately it seems like multiple accounts have been created from the same location.

We understand this is often accidental, however the Casinos terms and conditions do not permit more than one Real-player account per person, household, family, residential address, email address, ip address, credit card number, or shared computer environment such as a library, workplace, fraternity, university or school.

As a breach of Terms and conditions of the Casino your winnings and bonus have been confiscated and your account locked.

Please do not hesitate to contact us if you have any questions or require any further assistance.

Kind Regards,

Alex

Casino Risk Management.

Resolved