Casino Sieger - Účet hráče byl zakázán.

Hello. I played and won at Sieger Casino. After that, I made a withdrawal and waited a long time as the casino was delaying the withdrawal. The explanation from the casino was that they were investigating something. One day I noticed that I could no longer open the casino page. A little later I also got a response from the casino. It said that they were going to close my account and not pay my winnings because of "fraudulent activity". But I don't understand what that has to do with me. It looks like the casino just doesn't want to pay. I would like to know the right reason. And I hope you can help me with that.

Hallo. Ich habe bei Sieger Casino gespielt und gewonnen. Danach habe ich eine Auszahlung getätigt und lange gewartet, da das Casino mit der Auszahlung verzögerte. Die Erklärung von dem Casino war, dass sie da etwas untersuchen. Eines Tages habe ich bemerkt, dass ich die Casinoseite nicht mehr öffnen kann. Etwas später habe ich auch eine Antwort vom Casino erhalten. Da stand, dass sie mein Konto schließen und meinen Gewinn nicht zahlen werden wegen "betrügerische Aktivitäten". Ich verstehe aber nicht was das mit mir zu tun hat. Es sieht so aus, dass Casino einfach nicht zahlen will. Ich würde gerne den richtigen Grund erfahren. Und ich hoffe, dass Sie mir dabei helfen können.

Dear JJ83,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise which games you have been playing (live games, slots, or multiplayer)? Have you activated any bonus when depositing funds into your account?

I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

I played Jackpot 6000 and 1429 Uncharted Seas. And yes, I played with the bonus.

Thank you very much, JJ83, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi JJ83,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino Sieger to the conversation to participate in the resolution of this complaint.

Dear Customer,

Please be informed that your account has been closed in our casino due to registered collusion which is a clear breach of our Terms and Conditions.

Please be informed that all your activity has been thoroughly investigated and the decision has been made based on evidence we received from this investigation.

As it is stated in our Terms and Conditions (Fraudulent Activity, article 131) , Casino Sieger has a zero tolerance policy towards inappropriate play, bonus abuse, player’s collusion and fraudulent activity. If, in Our sole determination, the Player is found to have cheated or attempted to defraud Us or any other User of any of the Games in any way including, but not limited to, game manipulation or payment fraud, or if We suspect the Player of fraudulent payment, including use of stolen credit cards, or any other fraudulent activity (including any chargeback or other reversal of a payment) or prohibited transaction (including money laundering), We reserve the right to suspend and/or close the User Account and to share this information (together with the Player’s identity) to other online gaming websites, banks, credit card companies, and appropriate agencies.

Also allow me to inform you that with closing your account all your winnings will be waived and any withdrawal request will be rejected, which is also clearly stated in our Terms and Conditions (Closing account, article 63).

The decision that has been made is final and non negotiable, and without possibility of reopening of your account or any type of refund. 

I am sorry this is not the information you wanted to hear, but we have no other choice but to adhere to our Terms and Conditions. 

Kind regards,

Casino Sieger Complaints team 

Dear Casino Sieger Complaints team,

Could you please specify what exactly this "collusion" means? Could you please send any relevant evidence to my email address (peter.m@casino.guru)?

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

Hi JJ83,

I’m afraid, the casino stopped responding. There is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter