Dear AskGamblers team,
I see myself in obliged to file a complaint against Haz casino due to the fact that they refused paying out my balance of 40.20 and blocked my account instantly for no legitimate reason. I know, the amount of money is rather small, but it seems that especially in cases with such rather small amounts Haz casino uses the practice described below, as users are more likely to refrain from further complaints and efforts if the amount of money is that small.
In the following, I am going to outline the events:
I created my account at Haz casino in the evening on Saturday, 2nd of September, and deposited 20€ in my account. The next morning I wanted to start playing but realized that my deposit triggered a welcome bonus. As this limits the games I can play, I contacted the customer Support and asked them to cancel all bonuses from my account. There was no problem, as I had not started playing, so they proceeded to cancel all bonuses from my account. I started playing and wagered roughly 20€ in live casino games. I came out roughly break even. At that time, I had enough of playing but I realized that the minimum withdrawal is 30€, minimum deposit is 20€, so I decided to deposit another 20€ and keep playing for a bit, as i new later this weekend I would have other plans. I already declined all potential bonuses when depositing these 20€. I decided to play a few rounds of Aviator with Auto cash out at 1.5x. I had some ups and downs, but also came out roughly at break even with a balance of 40.40. Then, I decided to proceed to the withdrawal. As per usual, for withdrawing I had to undergo KYC verification, which went smoothly and pretty fast. The day after the KYC verification was completed,on Monday 4th of September, I received an email, saying that my withdrawal has been declined, as had not wagered all my deposited money at least once. I was quite sure that I had wagered all of it, as I had been playing with bet sizes of at least 1€. Nonetheless, they put the balance of 40.40 back to my account.
Coming back to my account, I saw that the system had counted a total wager of 36.00€, I did not see that before requesting the withdrawal, so then i thought, "Fair enough, my mistake". Hence, i played another few rounds in aviator, definitely more than 4, probably some 20-ish rounds at 1€ bet size, leaving me, after some ups and downs, at a total balance of 40.20€. After that, I checked the amount counted by the system, and it was still at 36.00€. Nonetheless, I decided to withdraw my money, as was now 100€ sure that i had wagered through at least once, but realistically estimated I had probably wagered my balance already 2 times or more.
On Tuesday, the 5th of September, I received the following email:
"Dear Sandor,
This is to inform your withdrawal request has been declined.
A review of your game logs has shown clear signs of safe-betting practices, which falls under abusive gameplay practices as specified in our Terms and Conditions. As per our Terms and Conditions under section Termination of user account ("You have abused or have been suspected to abuse our reward system, including but not limited to placing safe bets for the sole purpose of accumulating rakeback cashback or rank up bonuses"), your balance has been retracted and your account has been permanently disabled.
All decision made by www.hazcasino.com are final.
Thank you for understanding.
Respectfully,"
My account was already blocked/deleted by that time. I tried to make contact with Haz casino twice to review what happened and get a better understanding why they would act that way, but no one got back me. I want to point out that the accusations made by the casino are not substantiated, as I did not benefit from any bonus, reward system. I even explicitly made the customer service cancel all bonuses from my account, so that I could play freely, and I took the odds of the games I played as any player has to. I believe this is a common method used by this casino to profit from casual players who show tendencies that they do not want to wager big in the more volatile games. They may expect that players refrain from the hustle and effort necessary to try to get their money back, and as I myself have been blocked and ignored by them on all channels, I looking for your support. I would highly appreciate your feedback on this, and understand if it is possible to get the money back somehow, not only for the sake of the money, but also to demonstrate them that someone has drawn attention to their way of doing business with small-wager players.
With kind regards,
Sandor <surname removed>
