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Signed up, sent documents and verified thenDeposited 300 and won 1500, then withdrew next day i then received a email saying a account is being closed for on of many possible reasons none which ally i me , wen to live chat refuse any help and repeated it’s the final decision and a Emil has been sent to me exposing the decision(the email I mentioned earlier which was a draft email they send to everyone ) can believe I’ve been scams like this avoid everyone to stay away never experienced something like this however it seems they openly scam a lot of people after looking however i wot settle and will go through all my options i he my fair winnings any help would be appreciated thanks

Dear Ozzy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hi Thanks so much for replying so promptly, okay so i made the account last night after having a bad day on my usual site i came across monster casino online and didn’t see all the bad reviews until after the deposit but I’ve played with bad rep cinos and got paid so I didn’t withdraw my original deposit which was £150 i spun and lost on roullete live (evolution), just for context this is my usual game either this or immersive live. Okay so I’ve lost the spin and gone to deposit another 150 which is then accepted and i spin and win and then lost a few but ive still got a balance so im on my 4-5th spin playing with house money and winnings (no bonus` and win a few more spins) and i hit my number with about 20 quid after playing neighbours to 0 i then re spun and landed another Number round 0 neighbour bringing my balance to around 1500 i then went and withdrew.

i then went into live chat to ask about the football promotions as i wanted to bet on the football and it was a brand new account with no sports book bets so i asked if im elibglbe they said no since i played casino and my deposit was 150£, this was fine as id just won so i deposited 50£ and placed a bet on football which retuned almost 200 i instantly withdrew and patiently waited for my ``````£1700 in total to land i had received confirmation emails and evething was fine, i then got a email saying i should provide proof of cc and utility bill so i sent it all and it was fine until i then heard back earlier via email today saying my account needed to be deleted ad to one of the following`;

Self-exclusion/Cool-off period

Attempt to log in from a restricted IP/ location

Multiple failed log in attempts

Failure to pass KYC/Due Diligence/Age Verification

Invalid registration credentials provided

Registering duplicate accounts

Other

Neither which should apply to me and other is extremely broad literally anything so if they decide they don’t want to pay they can just ban you? Ridiculous but this is basically what happened im really struggling to comes to term with the thievery involved in this situation played for so long online never seen a casino ban you for winning legimately

Thank you very much, Ozzy, for the clarification. I do apologize for the late reply.

As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since you have played the online casino section as well, we will try to help you.

I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.  

Hello Ozzy,

I will assist you with the complaint from now on. I went over your explanation and will do my best to help you.

First, I would like to ask the representatives of Monster Casino to join the discussion in order to help us resolve the issue with the blocked account.

Monster Casino, could you please clarify why the account was blocked? Please provide us with a detailed explanation.

Dear Ozzy,

Our Verification department informed you on 24/05/2022 of the decision taken regarding your account, following a breach of Terms and Conditions. We noted that your play strategy was systematically applied in a pattern meant to create an unfair advantage and such, obtain winnings that are not legitimate and such, any outcome resulting from accessing our services is being considered null, any profits voided, and account closed after returning your funds. 

If you wish to take this further, then we kindly request you to escalate your claim as advised in our Terms and contact our Complaints department (complaints@instantgamesupport.com) for a final decision in your case. You can further read our Terms and conditions for the extended support if you are regulated by UKGC :)

This is u true as iye not illegal to play a certain area every spin which I do everywhere 0 neighbours it literally allows you do this anywhere I was in contract multiple times via email and live chat and was told that the final

dexiaion has been made and I have to go through external dispute with the regulator now which I’m in the process of finding out how as I’m going to follow the full process as your casino is known for scamming and sadly I was a a victim please don’t be fooled any wine viewing they’re response as they don’t look into anything they just comply and paste the same reply’s , also to add the department in which I was told to email above extremely

rude and unhelpful and the dispute I made was responded by about 5 sentences and I asked for confirmation of spins/game gfootage/ any show of cheating as I clearly haven’t they wouldn’t respond in live chat and I was told no communication would be realised after I asked this ,

so now I’d like to get help with going through the external process dispute as I am a meme er as I’m from the UK , hopefully this casino eventually are stopped for what they are doing on such a large scale clearly illegal

As I’ve seen so many similar cases so everyone is cheating who wins?

regards

Ozzy

Please bare in mind I play roullete evolution off iPhone and iPad there is literally no way to cheat live roullete or any online casino game in general this is complete nonsense and hopefully can be resolved soon

Regards

ozzy

Hello all,

Monster casino,

You are accusing Ozzy of using a pattern meant to gain an unfair advantage.

Would you be able to provide us with some supporting evidence with an explanation of this? Please forward any relevant proof to my e-mail tomas@casino.guru Much appreciated!

Thanks Tomas look forward to an update thanks for the help..

We would like to ask Monster Casino to reply by providing us with evidence of claims about the breach of your terms and conditions.

Please provide it to my email address at tomas@casino.guru

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’.

They are lying hence why they can’t provide

Hello Ozzy.

I am taking over your complaint because my colleague Tomas is sick.

Unfortunately, I can't check if Tomas received the evidence from the casino.

But because they didn't react anyhow here I would suggest you submit your complaint to the casino ADR (eCogra): https://ecogra.org/products-services/alternative-dispute-resolution

If you need help with that, I will gladly help you.

Okay I will start the complaint process today will reply back if I need help thanks

Please write to me when you submit the complaint to eCogra. We will close this complaint as unresolved with status: waiting for the regulator's decision. Later we will close the complaint accordingly based on the regulator's decision.

Dear Ozzy,

We are extending the timer by 7 days. Please, be aware that in case you fail to comment on your complaint in the given time frame, we will reject your complaint.

Because Ozzy didn't respond in the given time frame, we are forced to reject this complaint.

Ozzy can reopen the complaint anytime. We hope that he has already submitted his complaint to eCogra and will update this complaint when he gets a response from them.