Hi all,
We’d like to start by thanking Ask Gamblers for reopening this complaint, as we failed to respond to it in a timely manner.
There are two different points raised by the player, which we would like to address in order to explain what happened.
We can confirm that the player made their second deposit and claimed a bonus which entitled them to 200 freespins distributed in batches of 25 over 8 days, including the day of the bonus claim. The bonus was not added automatically and was credited to the player by a support agent after the player notified our support team of this. We have not investigated the exact reason why the bonus was not added automatically, but we agree that the player was eligible for the bonus.
The player later requested a withdrawal of EUR 80, which was reviewed by payment analysts and was escalated for gameplay review due to a suspicious roulette betting pattern. A check with the gameplay provider revealed that the player had engaged in Opposite Betting with a player from another casino.
As this is a violation of the Terms and Conditions, the player’s account was locked and their winnings were cancelled. We strongly believe that this type of collusion contradicted the following clauses of our T&Cs:
https://www.winmaker.com/terms-and-conditions
"In case there is a reasonable suspicion of the player performed or being involved in fraudulent activity, including, but not limited to:
- participating in any type of collusion with other players;
- developing or using strategies intended to exploit technical, software, or game-related vulnerabilities for unfair advantage;
- fraudulent actions against other online casinos or payment providers;
- chargeback transactions with a credit card or denial of some payments made;
- creating two or more accounts;
- developing or using strategies intended to exploit technical, software, or game-related vulnerabilities for unfair advantage
- imitating casino gameplay to conceal or distract from payment fraud, money laundering or other illegal activity;
- other types of cheating.
or becomes a bankrupt in the country of their residence, the Company reserves the right to terminate such Player Account and suspend and/or cancel all payouts to the player."
The player was informed of the decision to close account and asked to provide an email address that can be used to return their Skrill deposit to them via email.
We hope this explains the situation, but remain available for any questions or comments.
Kind regards,
Lucy @ WinMaker
