Hi ZAPALA81 and AskGamblers team,
Thanks AskGamblers for investigating this issue. Additional evidence and customer betting pattern details were sent directly to support@askgamblers.com and the details of this case were discussed in e-mail conversation.
Please find short summary of this discussion below:
It is explained in our Terms that customers can use the player account exclusively for genuine gameplay for entertainment reasons only and it is forbidden to use any software assisting methods or techniques for participation in the games. Please see Terms 6.2 and 6.8. Among other fraudulent / illegal type of betting those terms also cover sportsbook arbitrage betting type of bets player used.
We have additional Terms that govern the breaches of terms and penalties. Please see terms 15.1, 15.2, 15.3 and 15.4 - I will add those terms below:
6.2 You will use the Website and Your Member Account solely and exclusively for the purpose of Your genuine participating in the Games and not for any financial or other operations. Your participation in the Games will be strictly in Your personal non-professional capacity for recreational and entertainment reasons only.
6.8 You must not be involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation in any of the Games and shall not use any software-assisted methods or techniques or hardware devices for Your participation in any of the Games. The Operator hereby reserves the right to invalidate or close Your Member Account or invalidate Your participation in a Game in the event of such behaviour or in the event of suspecting such behaviour.
15.1 The Operator has ZERO-TOLERANCE policy against fraudulent activity.
15.2 If You breach any provision of these Terms & Conditions or if the Operator has reasonable grounds to suspect that You have breached them, the Operator reserves the right not to open, suspend or close Your Member Account, or withhold any money in your Account (including the deposit) and apply such funds on account of any damages due by You.
15.3 If the Operator suspects that You are engaged in illegal or fraudulent activities when using the Website; or in breach of this Agreement; or that You are having problems with creditors or otherwise detrimental to our business, we may freeze or terminate Your account or cancel any stakes at our absolute discretion.
15.4 If the Customer is found to have cheated or attempted to defraud the Platform, other Member Accounts or any of the services in any way, including but not limited to game manipulation, payment fraud or any other fraudulent activity or prohibited transactions or behaviour, the Operator reserves the right to restrict and/or close the Member Account and recover bad debts using whichever method may lawfully be available to the Operator. This may require the Operator to share Your personal information, including Your identity, with all appropriate agencies and to report any criminal or suspicious activities to the appropriate authorities.
Although the Terms support our decision it was pointed out by AskGamblers team that the Terms should be updated to better highlight the fact that Arbitrage betting type of bets are officially classified as fraudulent / illegal type of betting. Therefore we have changed our initial resolution and we believe that player in this case is entitled to receive deposit back. Full refund of all customer deposits will be processed within 7 days.
Regards,
TwiceDice team
