Art Casino - プレイヤーのアカウントがブロックされました。

Hello, I deposited EUR 400 at this casino via VISA on 12/31/2022 and used the 100% welcome bonus. I have successfully passed the game conditions (28,000 EUR gaming turnover) with a maximum stake of 3 EUR on various NETENT slots and in the end 1800 EUR would be converted into real money. I applied for this in 2 payment requests (1000 and 800 EUR) to my VISA card for payment. I then submitted the necessary documents for account verification (copy of VISA card, copy of ID, proof of address). A few days later my account was frozen so I no longer have access. Repeated inquiries in the live chat have shown that I have received emails from security@artcasion.io. But these emails never reached me, I said that several times in the live chat. Today there was a colleague from Security in the live chat who said there was a suspicion of a "TC violation" and they are currently checking whether I can get the money I paid back before my account is closed. I asked what rules I should have broken, because I was told there were conspicuous ways of playing that I should have already done in other casinos.

I am very sure that I did not violate any bonus terms and conditions. I've always played with the allowed bets in allowed slots, that's probably the only conspicuous way of playing that I've also used in other casinos.

Hallo, ich habe bei diesem Casino am 31.12.2022 per VISA 400 Eur eingezahlt und den 100% Willkommensbonus genutzt. Ich habe die Spielbedingungen (28.000 EUR Spielumsatz) mit max 3 EUR Einsatz bei verschiedenen NETENT Slots erfolgreich bestanden und am Ende würden 1800 EUR in chtgeld umgewandelt. Diese habe ich in 2 Auszahlungsanfragen (1000 und 800 EUR) auf meine VISA Karte zur Auszahlung beantragt. Daraufhin habe ich die notwendigen Unterlagen zur Kontoverifizierung eingereicht (Kopie VISA Karte, Ausweiskopie, Adressnachweis). Einige tage später wurde mein Konto eingefroren, so dass ich keinen Zugriff mehr habe. Mehrmalige Nachfragen im Livechat haben ergeben, dass ich emails von security@artcasion.io bekommen habe. Diese emails sind aber nie bei mir angekommen, das habe ich mehrmals im Livechat gesagt. heute war dann im Livechat ein Kollege von Security, der sagte, es gebe den Verdacht der "TC violation" und man prüft gerade, ob ich mein eingezahltes Geld zurück bekomme bevor mein Konto geschlossen wird. Ich habe gefragt welche Regeln ich verletzt haben soll, da sagte man mir es gäbe auffällige Spielweisen, die ich auch schon in anderen Casinos gemacht haben soll.

Ich bin mir sehr sicher, dass ich keine Bonusbedingungen verletzt habe. ich habe immer mit dem erlaubten Wetteinsätzen in erlaubten Slots gespielt, das ist wohl die einzige auffällige Spielweise, die ich auch in anderen Casinos angewendet habe.

Hello Torkon2000,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Artcasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is the verification ongoing? When did the casino close your account? Did they specify the reason of the block? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Torkon2000 and thank you for the provided information. As we will need more details regarding your case, your complaint will be now forwarded to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on and will try to get in touch with the casino.

Wish you best luck resolving it.

Regards,

Nick

Dear Torkon2000,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite an Artcasino representative to join this conversation and participate in the resolution of this complaint.

Dear Artcasino,

Could you please state why the player's account has been blocked, the withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi there,

Players account was under additional security check which showed no irregularities. We have sent many emails to player in time, unfortunetely no response.

Player can login and request withdrawal at any time.

Artcasino

Dear Torkon2000,

Did you manage to request a withdrawal?

I am looking forward to your response.

Kind regards,

Stefan

Hello, thank you. Yes, I was able to log back into the casino and saw that my first few withdrawal requests were rejected and the money is back in my casino account. I have just requested a new payout. Greeting Christian

Hallo, vielen Dank. Ja, ich konnte mich wieder beim Casino anmelden und habe gesehen, das meine ersten Auszahlungsanfragen abgelehnt wurden und das Geld wieder auf meinem Casinokonto ist. Ich habe soeben eine neue Auszahlung beantragt. Gruß Christian

Hello,

Thank you for the provided information. Please let me know once you successfully request a withdrawal.

I am looking forward to your response.

Stefan

Hello, the money has now fully arrived in my bank account. Many thanks for the support. Greeting Christian

Hallo, das Geld ist jetzt vollständig auf meinem Bankkonto eingetroffen. Vielen Dank für Die Unterstützung. Gruß Christian

Dear Torkon2000,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan