Reclamação #8 Arcanebet Casino

arcanebet Casino - Confiscated win due to ambiguous bonus terms

Por Durgham T.

há 5 anos

Hello. I have an account in Arcanebet casino and i played there many times. I was happy and enjoyed every time i played there, until last time i played there and i had i win of 1910,75 euros. After that i got email to verify my account, so i sent email and i uploaded my documents in my account. And so i got email that Arcanebet confirm my account are verified and i can make my withdrawal. I made my withdrawal, then i got email from the casino the withdrawal are rejected because there where some reason for this. These to reasons they mention in the email was:

1.Betting with high variance, whereby you claim a promotional offer and place large bets on volatile outcomes, before switching to regular variance outcomes with a lower volatility to clear wagering requirements.

2.Increasing your balance with one pattern and then significantly changing that pattern to complete wagering requirements.

When i got the bonus promotion to my email and i made my deposit, i saw the bonus terms said the max bet is 5 euro and when i played i bet 5 euro, so i did not go over the bonus terms, and i have right as a player to change my bet or my game as long i do not removal the bonus terms. i do not see my self played bet more then the bonus showed this day, so i do not know why Arcanebet rejected my winning and refunded my deposit the day after. I can understand if i bet more then the bonus says, but i did not, and even i did not bet lower. The lowest i bet was 3 euro. I played in this casino many times before and i did not had any issues even i bet the same before also, but when i won, they find other issues for not giving me what i won. And i hope to hear good feedback. Thank you so much.

Cassino em disputa Arcanebet Casino

Motivo Violação dos termos do bônus

Valor €1910.75

Discussão

AskGamblers

• Support Team

há 5 anos

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that arcanebet Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Arcanebet Casino

• Representative

há 5 anos

Hi all,

As stated above, we have submitted extensive proof to the AskGamblers Team that led to the decision that was taken.

The player breached the terms & conditions by changing his gaming pattern significantly after a win, for the sole purpose of exploiting the promotional offer he took advantage of and not as part of a normal recreational playing style.

The player was placing maximum bets on a high volatile slots (Rise of Olympus) to then – after a win – reduce his stake by 40% and immediately switch to a very low volatile slot (Guns’n Roses).

This is a clear sign of advantage play and unfortunately there were no elements in favor of the player (past game play) to clear him, on the contrary. The player’s profile showed clear signs of being an advantage player, meaning we had no choice but to enforce.

The specific terms & conditions breached:

- Betting with high variance, whereby you claim a promotional offer and place large bets on volatile outcomes, before switching to regular variance outcomes with a lower volatility to clear wagering requirements.
- Increasing your balance with one pattern and then significantly changing that pattern to complete wagering requirements.

The player clearly and intentionally breached these terms and in order to maintain our player-friendly approach to genuine users, we must maintain a zero tolerance policy against those trying to exploit our services, even when it is for relative small amounts as is the case here.

It is always disappointing for us having to deal with such cases. We would, however, like to assure the whole community that we will always honor their winnings, provided players are genuine (this does not mean losing!) and fair in their actions towards us.
This is a fact that can be easily checked under our casino page review, where our players' rating speaks for itself.

Kind regards,

Team arcanebet

Sabri10

• Noruega

há 5 anos

Hi there,

Im still waiting for Askgamblers answer for what i did wronge that Arcanebet casino did not pay my bonus and rejected it.

Arcanebet Casino

• Representative

há 5 anos

Hi there,

This is just to confirm that the user in question did indeed breach the terms & conditions quoted in the email and that we have forwarded the information supporting that to the Askgamblers team.

Kind regards,

Team arcanebet

Raio-X do Arcanebet Casino

Resolvido 4 / 4

Valor médio $3,763

Duração média da reclamação 5 dias

Resposta média 2 dias

Arcanebet Casino Reclamações

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arcanebet Casino - Account locked and funds unfairly confiscated

On December 9, I received a promotional bonus offer from Arcanebet , offering me the 100% up to 200 welcome bonus for the second time. Of course, like most of the casino players i was motivated to take this offer and try my luck at slot games. I deposited 100 usd and received 100 bonus. I always read the T&C carefully, so as not to violate them. After i finished the wagering i had a balance of around 2900 usd. I tryed other games too but my balance was dropping and decided to cash out 2500 usd. I succesfully completed the KYC procedures and received a email saying that my account is fully verifyed and that i can withdraw now without any issues, wich i did. After 4 days i received another email from Fred (team arcanebet) accusing me of "Multi-accounting" and informing me that my account is locked and my funds confiscated. In my case I believe that false accusations are brought against me, stealing my winnings and increasing Arcanebet profits .Im just wondering what would have hapened if i have lost my deposit? Everything is fine from the casino perspective until you win and they have to pay your winnings. They said they have proof me abusing their promotions wich is not true . I only had 3 deposits at this casino and i now regret playing here for the first time. Please Askgamblers Team , help us solve this problem

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Unfair confiscation of €5,700

In the beginning of August 2020 I registered on Arcane bet casino and made a deposit of 200 euros. I played different slots that I liked and that were allowed by the casino.

I won 5700 euros, and was really happy that I went to celebrate! After several days I put my money on the withdrawal. After that I received an e-mail from the casino stating that apparantely they think I broke several possible rules. I hereby attach the screenshot from the e-mail which includes the list of accussations. I have nothing to do with any of these accussations!! I sincerely ask AskGamblers team to help me with the solution of this issue.

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Played and won, then got locked account and refused to get my winnings

Hello i'm writing a complaint about Arcanebet Casino. I was playing the second deposit offer of the Welcome Bonus after finishing the wager requirements with a balance of 3055 Euro where i was playing a Gamomat Slot named Books and Bulls with 5 Euro Bet as this was the maximum bet on the bonus terms . After finishing the wager i tryed to make a withdraw with the method i had deposit (Ecopayz) but needed first to make verificaton so i uploaded my Identity card and a bill after 10-15 minutes my account was verified so i made a withdraw to my Ecopayz Account of 1000 Euro . I saw after 2 days in my emails that they had asked me a selfie photo holding my ID and a handwritten paper with the date on it also if they could make a video call with me via Skype or WhatsApp . But after sending this email they send me other email saying that :

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Hello Stavroula,

We run a very transparent business where our focus is on the experience of the player. Where possible, we are always on the player's side and try to meet him half-way in case honest mistakes are being made, which would theoretically breach our Terms and Conditions.

At the same time, we do have a zero-tolerance policy against the few that try to ruin it for the many, and it's always a sad moment when we must close a player account and confiscate the player balance when clear abuse is found.

In your case, a thorough analysis performed by our Verification Team and corroborated with clear evidence found by a 3rd Party Risk and Fraud Auditor revealed a clear Bonus-abusive pattern and strategy, and, as per the Terms & Conditions from the Bonus Rules section on the website:

Only real accounts created at arcanebet are eligible to benefit from promotional offers, if the personal information is not accurate and/or up to date we reserve the right to cancel any bonuses or winnings associated with promotional offers. Furthermore, if we suspect any account is involved with fraudulent behavior or intentional promotion abuse, we reserve the right to suspend these accounts. We may, as a result, also confiscate any winnings/bonus and/or funds from such accounts.

It is strictly forbidden to:

Control or maintain more than one active account without prior approval from our management.

Try to exploit games’ volatility through constant and repetitive betting patterns.

As a direct result, and in line with the Terms and Conditions you agreed to when signing up, your account has been closed and the existing balance has been confiscated.

An overview of this has been sent to our legal department, who will take the appropriate measures that are within our legal rights. In case you would like to add anything from your end to this dossier, you can do so within 7 calendar days, until the 18th of June 2020.

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I responded to this email with the selfie and the handwriten note they wanted and asked them if they would like to make the video call that they had asked and also to this accusations that they told me i dont agree to anything because i register to the Arcanebet Casino i played with the terms and conditions and the bonus terms without breaking any term and they lock my account and dont pay me . I only have my account in my name and i played following the terms if saying maximum 5 bet and 0,50 per line and you play like that how is this the betting repetitive pattern they say ? I also asked about the evidence they say they have but they cannot send me because they cannot give away the information. So im making a complaint because i think they accused me so they dont have to pay me my winnings .

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€3,055