Hello,
Paradisecasino sent me an email where was campaign called "two bonuses in a row!". First 90% and then 100% bonus.
I deposited 150 euros and won 4350 euros from 100% bonus after the 25x wagering. Now Paradisecasino.com is withholding my rest 3000 euros. They have paid 1350euros (which was my own withdrawal). After that they decided to close my account for no reason.
Here is the story:
After my big win (from Big Bamboo) I decided to withdraw 1350 euros. I thought that I might like to continue playing later good 3000 euros balance and then withdraw the rest. My account was already verified before over year ago. I still got a message from paradisecasino:
"Your cashout of 1350.0 EUR has been canceled. Reason: Please upload the front photo of your bank card used for deposits with the name, expiry date, and the first 6 and last 4 digits visible. Paradise Casino Care Team"
-Ok, I think because my last withdrawal was over 1,5year ago, of course they need "newer" information. I sent new pictures of my Visa card (which was also my deposit method).
After that, I made second withdrawal on next day and also that cancelled, the reason was:"Your cash out of 1350.0 EUR has been canceled. Reason: Please upload the front photo of your bank card **47 used for deposits with the name, expiry date, and the first 6 and last 4 digits visible."
-This was another Visa card (and the card used in a completely different deposit earlier) was in no way connected to this deposit. I wondered a little about it and nevertheless decided to send a new picture of it as well. I already had the thought that the casino will start deliberately delaying the payment citing various reasons (this is not my only complaint on the Askgamblers site, and not the only one with Paradise Casino either).
I made my third withdrawal and also it was cancelled and now the reason was:
"Dear Friend,
We want to inform You that Your withdrawal request was canceled due to additional verification procedure. We kindly ask you to upload a selfie + ID into your account in «Documents» tab
Thank you for understanding!
Best regards,
Paradise Casino Support Team."
-Ok, this was the point when I realized that the matter was going to be difficult, I have faced similar actions before. It is a bit questionable to demand pictures like this, which can be misused, for example, in marketing (how does the casino give the player guarantees about the careful preservation of data protection?).
Despite this, I had to send them a picture of me holding my passport, even though all the documents I've sent before were really accurate and sharp pictures (passport, proof of address etc).
After that I got message from "Paradise VIP team" (which I have never belonged to before):
"Title: You're a winner! Congrats! ;)Hey, **** You've done well and your reward is already waiting in the account for you to claim it! Enjoy your prize and may the luck never leave you!"
I went to my account and I saw that they added to my account automatically some kind "Internal the Weekly tournament prize" campaign, which has 1500euros more wagering (50 x 30). The email message prompts me to claim it myself, even though the casino had already done it themselves, I thought it was strange. I realized that probably the ulterior motive here was to mislead the player, because in paradisecasino's terms and conditions says:
"b11. The maximum win restriction persists after the completion of the wagering requirement. The maximum you will ever be able to withdraw from play with funds associated with a weekly tournament prize is 2,000 EUR/USD; 3,000 CAD/NZD; 220,000 JPY"
also:
"b14. Only one bonus can be claimed at a time. Deposit related bonuses cannot be “stacked”. Paradise Casino management reserve the right to void any bonuses and/or winnings obtained by fraudulent behavior."
So, my balance was suddenly 4400euros (original balance was 4350euros and they had added a bonus of 50 euros with a turnover of 30x). In other words, after the new 1500 euros wagering (even if I had won more) they would have invoked this "b11" -point in their conditions for my withdrawal or they would have taken the entire amount citing term "b14".
I went to the customer service chat and told that I have never taken such a bonus. The chat person claimed that I participated in such a campaign because it was active on my account. I told them that this was added automatically on behalf of the casino after the email. Customer service finally agreed to remove the bonus.
I decided to stay in a same withdrawal amount (1350euros) and see what happens next. Finally my fourth withdrawal went through and paradisecasino paid 1350 euros. After that my balance was 3000 euros on my account. I didn't want to play at the casino anymore, because it started to feel like a place where you have to fear whether your winnings will be paid out in the future as well. After my fifth withdrawal I got message:
Emma Mon, 03/13/23 3:14 pm "Dear ****, We have to inform you that the bonus you've been playing with has the maximum win amount. Allowed amount has been successfully processed to you and, unfortunately, the rest of your win is subject of subtraction. We kindly ask you to observe our Bonus Terms & Conditions and be more attentive next time. Sorry for any inconvenience caused and hope for your understanding. Should you have any questions or doubts, please do not hesitate to contact us via email or via live-chat.Best Regards, Paradise Casino Support Team "
I tried to go to my account and when I try to login the system says: "Your account is disabled". Paradisecasino's chat person cannot find my account so the only thing I have been able to do has been to send an email and asking where this withdrawal limit is based on. In response I only received:
"Felicia Wed, 03/15/23 4:28 am Dear ****, 1,350 EUR is a maximum win, and it was processed to you."
In other words, the withdrawal restriction in this case has been based on complete arbitrariness, which is why my account has also been closed. Nowhere in the terms of the campaign (the campaign which I have wagered) isn't any mention about the maximum winning amount (all other later arguments are false) and they are also completely self-invented after all the delay attempts. Even after the first withdrawal my money was not removed from my account. Only after my fifth withdrawal my account was just closed for no reason, when the means ran out.
I demand Paradisecasino to open my account back and also pay my 3000euros to my bank account. I also want answers to my questions, why is there a deliberate attempt to lead the player to make a mistake before the withdrawal? I always read the campaign terms and bonus terms on the Casino's website carefully before playing. I'll never use maximum withdrawal bonuses and this bonus was not like that either. It is also proven by all the actions of the casino mentioned above to prevent the withdrawal.
The fact that I follow terms (stake limits, game limits, etc.) means that I commit to them. However, it also means that the casino itself commits to them, and does not come up with new conditions afterwards. Equally it also means that the casino cannot deliberate attempt to mislead the player in order to confiscate the winnings. Such activity is completely against the rights of the players and against the MGA license.
I really hope that this is some kind misunderstanding on the part of the Paradisecasino. If the matter is not resolved even here, I'm forced to bring all the facts to MGA's attention with the necessary screenshots and attachments. Thank you.
