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Refusing to pay me my money


Dear,
I contact you from next reason. Trada casino decline to pay of amount1394.8euro. I earned that amount gambling the three different slots (" Dead or Alive", "Starburst" and "Jimmy Hendrix", between period 04.jun - 07.jun. Trada casino refunded me my deposit in the amount 100euro.
I contacted them( live chat) several time for different reasons as bonuses, wagering and need documentations, how i informed myself that everything has been all right. After, uploaded my document i received next e-mail:


Hi Andriana,

You requested a withdrawal at TradaCasino on the 7th June 2016.

The banking department have reviewed your account and unfortunately we have been forced to void your bonus winnings.

Fraudulent activity, which has breached our terms and conditions, has been detected. For this reason we have processed a refund of your deposit of €100 to Neteller and closed your player account at TradaCasino.

Regards,

James.
After that e-mail, i tried to make understand the situation and i contact them via e-mail and i said:

Dear,
I contact you for next reasons. You denied to pay me earn money from your casino, and not explain me what are really reason. You mention unauthorized actions. I can prove every documents and identity and also I can do over the skype or other alive way which you need. I hope that give me information how we overcome this problem.
Thank You
Andriana Stamenkovic
The response was:

Hi Andriana,
I am sorry, but I cannot give any further information, other than to let you know that fraudulent activity has been detected.

As we have now closed the account and refunded the deposit I am afraid we cannot continue to engage directly in this matter.

Regards,

James.
It was completely unacceptable for me and i asked them next:


I am completely sure that you have to give me a evidence which that prove. Also I am sure that some institution as your banking institution have to prove facts. Your terms and conditions probably contain next instance which I can refer?
After, they directed me, on THE POGG and they sent me this directions via next e- mail:
Hi Andriana,

We have refused your payout based on:

Legal Use: Section i

TradaCasino reserves the right to suspend your account pending investigation in the event of the casino having reasonable grounds for suspecting that you have been involved in any form of collusion or fraud during your use of the casino platform, website and/or systems. We also reserve the right to withhold the whole or part of your account balance, close your account permanently, as well as recover from your account the amount of any winnings, pay-outs or bonuses which have been affected by any of the following activities.

You can escalate the issue with third party such as ThePOGG or at Online Dispute Resolution.

At that stage we can share the evidence we have gathered with the third party, which proves that the terms under Section I have been broken.

Thank you,

James.

I will upload the same documents which i uploaded The Trada casino and You will see in attachement.
Thank You
Both of them didn't give me the facts and evidences.
Please help me and stop the Casinos to do that without consequence and reason undeniable evidence
Disputed Casino Trada Casino
Amount €1394

Discussion

User name
AskGamblers Complaints Team has been provided with detailed information and set of evidence concerning this complaint on behalf the Trada Casino management. Based on that information we can confirm the fact that Trada Casino acted in full compliance with their Terms&Conditions when a violation of a particular term has been detected and namely :

"6.h. i. TradaCasino reserves the right to suspend your account pending investigation in the event of the casino having reasonable grounds for suspecting that you have been involved in any form of collusion or fraud during your use of the casino platform, website and/or systems. We also reserve the right to withhold the whole or part of your account balance, close your account permanently, as well as recover from your account the amount of any winnings, pay-outs or bonuses which have been affected by any of the following activities:

Collusion: The joint effort of two or more individuals to gain an unfair advantage over the software to achieve an unnatural increase of available bankroll through multiple bonus awards (similar to multi-accounting) to benefit/take advantage from game engine design. This is usually done at a casino in order to increase the total number of deposit bonuses awarded, thereby un-naturally maximising the probability of achieving a large winning slot pay-out;
"

While we are doing our utmost to help as many players in a trouble as possible, AskGamblers Complaints Team maintains zero tolerance towards players trying to commit any kind of fraudulent activities. Therefore this case is being rejected and no further correspondence and support will be provided.
User name loyalty-level-2
I don't, speak English very well, and I don't know how site worse... exactly I don't know what you expected from me, give me directions thank you and sorry
User name
Please note that we are still reviewing this case and will revert with a decision soon,

Rachel.
User name
Dear Trada Casino team,

Yes, you have permission to send us a relevant link and evidence, please send them directly to this email suppor­t@a­skg­amb­ler­s.com. Thank you in advance.

Trada Casino Complaint Stats

Resolved 14 / 16
Avg. Amount $8,798
Avg. Complaint Duration 7 days
Avg. Response Time 2 days

Trada Casino Complaints

See all complaints for this casino
Ignored gambling regulations and allowed me to deposit and gamble before verification
I opened my Tradacasino account at the end of March of this year, but did not first deposit until late May. On the 27th of May 2019, I first deposited into my TradaCasino account and was able to gamble. 2 Days later, on the 29th of May 2019, I was asked for ID to verify my account. Under the new regulations that came in on May 7th of this year, that is now against the terms of their license. I should not have been allowed to deposit without verification.

I contacted Tradacasino about this via email, and was told that because I opened my account before May 7th, I fall under old regulations and this not eligible for a refund of funds. I believe this to be false. Under the new regulations, all unverified customers need to be verified before being able to deposit. I was able to deposit after May 7th without verification. I believe this to be a clear violation of their license. I have contacted the UKGC about this, and they tell me that I am correct in thinking this and that all customers must be verified regardless of when the account was originally made.

Due to this, I believe I am eligible for a refund on the funds deposited as they should not have been allowed to be deposited without verification anyway.

I have attached screenshots of when I first deposit and when I was asked for ID. I have also attached screenshots of Tradacasino telling me I fall under old regulations. Finally, I have attached a PDF of the email I got from the UKGC explaining the new regulations in detail.

Somebody is incorrect here. Either Tradacasino is underprepared and not fully aware of the new regulations, or the UKGC is wrong in their explanation of the new regulations.

I have resorted to this complaint as I am now being ignored by TradaCasino customer service.
Status unsolved Unresolved
£20
Lost all my trust due to payment issues
Well where do I start... 7 days ago I would have given this casino 5 stars, not only for there game selection but for there customer service (up until recently). everything was going fine until around a week ago I made a withdrawal for £255. It takes around 2-4 hours for them to process withdrawal usually, and then once its processed it goes into my account instantly if I use the TRUSTLY payment method. well this time it never, I received my email telling me it was processed so I go to check my bank and its not there? strange... anyway I go to speak to there live chat agent who tells me ''its definitely processed on our side'' so that leads me to believe it was trustly at fault. anyway I contact trustly via email and also Trada's Banking email address to see if what the next step is.. I get a response from Trada telling me they have cancelled my withdrawal and I need to request it again. anyWAY I do this and it goes through as it should this time round. now 2 days ago I won another £450 and im literally going through the same process literally 1 day after the first situation was resolved. I've now been told this has been an ongoing issue over the holiday period and that I need to wait for them to speak to trustly to sort the issue. so instead of advising there customers that there may be an issue with withdrawals they just don't even bother to acknowledge it and even when it does mess up they don't tell you for 40 HOURS!!! I've lost all trust with this casino i've heard of the saying ''quick to take money but opposite when paying out'' and they have taken it to a different level. they obviously dont value there customers if they did they would have enough respect and loyalty to advise on any 'issue' thats occuring, which in turn would give people the choice before they make a deposit or even withdrawal.
Status solved Resolved
£450