Casino Extra - Výhry hráčů byly zabaveny kvůli údajnému počítání karet.

Hello, I send you a complaint against Casinoextra regarding the confiscation of my funds in the amount of 267 Euros.

On August 04, I received a message in which the casino described my behavior as "fraudulent", accusing me of card counting. In addition, the casino confiscated funds from my account in the amount of 267 Euros.

In response to this accusation, I said that I am an honest player! I know the rules of the casino, I did not use the card counting method! Moreover, I don't even know him! I perceive the game in the casino as entertainment, I play from time to time. Any successful combination is perceived as luck.

On August 09, I sent an official complaint to the casino, outlining my position. I also asked to be informed which of the points was violated by me. I insisted on providing evidence of my direct guilt. Since any assumption without appropriate evidence is just empty words that have no legal force.

In response to my claim, the casino said that this is their final decision and all my further messages will be rejected. No evidence of my guilt was provided!

I ask for your help in resolving the conflict. Thank you.

Dear Fogas14,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with Casino Extra. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you made any successful withdrawals from this casino in the past?

Could you please confirm that you have passed the KYC verification?

Please forward any relevant communication between you and the casino regarding blocking your account to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear The Guru,

Previously, there were successful withdrawals from this casino. KYC verification successfully passed. Correspondence with the casino has been sent to veronika.l@casino.guru.

Thank you for your email. Can you please specify the name of the game and the name of the game provider regarding the accusation of card counting?

Hello,

I don't remember what game I played. My last game was around the end of July. The casino has blocked my account, I can't see the game history.

Thank you very much, Fogas14, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Fogas14,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear Casino Guru,

Please understand that we as a business have acted in accordance with our terms and conditions.

In this situation we have received information from one of our Game Providers advising of strategic gambling on our platforms.

Based on this report our dedicated Risk, Payments and Fraud team have proceeded to confiscate the relevant winnings.

The user started to show signs of advantage play starting from the session, which was held on 29 th of July 2023.

In more detail, since the mentioned session, the user held 54 Blackjack games across 12 different Blackjack tables.

It was observed that the customer correlated the wager amounts with True Count –wagering larger stake amount as the True Count at the table rose and reducing as it decreased.

Please find True Count and average stake correlation data starting from the session on 29 th of July 2023 and 30 st July 2023 below:

In conclusion, the player’s activity showed that he is not joining Live Casino to gamble, but rather trying his best to find an edge over the house.

In addition, I would like to point out our Term and condition from Casino Extra - Terms of Service;

-5.1.13

-5.1.14

 Thank you in advance for your support.

Best Regards,

Casino Extra

Dear Fogas14,

I kindly request your response regarding the recent casino statement.

Thank you.

Hello,

I don't understand why the casino is accusing me of breaking the rules in Blackjack if I played baccarat. Is it fair to blame the casino if the casino confuses the games?

Please clarify, if I make different bets during the period of time that I think is necessary, is this a violation of the rules? There is no indication in the casino's terms and conditions that the size of a player's bets must remain unchanged. Otherwise, I would definitely fulfill this condition!

I have no idea what the casino's internal arrangements are with the game provider, I don't care!

All my bets are made by me according to my inner conviction. I did not use any of the strategies that the casino is trying to accuse me of.

Also, please explain how the table provided shows my violation of the casino rules?

Dear casino representative,

Could you please verify your evidence and confirm that you have the correct data? The player has indicated that they played Baccarat, not Blackjack.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru,

Our sincere apologies for the delayed response.

We do apologize for the typo above. The customer did indeed play on Baccarat and the decision was made from the gameplay on Baccarat. However, the rest of the information is still valid and accurate. 

Thank you in advance for your support.

Best Regards,

Casino Extra

Dear Casinoextra representative,

I have sent you an email regarding this case. Please review it at your earliest convenience.

Dear Casino Guru,

We have submitted the request to the Game provider to have the information you wanted to check about the time spent before a bet was placed at each table switched by the player.

Thank you for your patience.

Best Regards,

Casino Extra

Thank you for the information. We will wait until the game provider provides us with the requested data.

Dear Casino Guru,

We have provided the reports requests on private email.

Thank you for your patience.

We are looking forward to having an answer from you.

Best Regards,

Casino Extra

I would like to confirm that we received a message and are currently analyzing it.

Hello Fogas14,

We carefully analyzed the evidence provided by the casino and have concluded that, in this case, we are in agreement with the casino's position.

You stated:

I did not use any of the strategies that the casino is trying to accuse me of.

I know the rules of the casino, I did not use the card counting method! Moreover, I don't even know him! I perceive the game in the casino as entertainment, I play from time to time. Any successful combination is perceived as luck.

Based on the evidence presented by the casino, it is evident that these two statements are false, and we believe that the casino acted appropriately in this situation.

If you wish, you can file a complaint with the regulator. However, I doubt that the outcome will be different, but it is your right to do so, and it is free of charge.

Dear Fogas14,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I contacted the licensing authority with a complaint about the casino. As soon as a decision is made, I will notify you about it. Thank you.

Dear Fogas14,

Thank you for confirming. I am now closing this complaint with the status "waiting for the regulator's decision." Please reopen the complaint when you receive a final answer from the regulator, and we will close this case accordingly.

Dear Fogas14,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear Fogas14,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we haven't heard back from Fogas14, and we are unaware of the regulator's decision.

Based on our prior determination favoring the casino, we are closing this complaint as unjustified.

Fogas14 can reopen this complaint at any time and provide updates if the regulator decides in his favor.