Pinasbet Casino - プレイヤーのアカウントが制限されました。

They accused me of apparent "cheating" but when I asked proof so I can determine if I have done any wrongdoing or such ( as I am not aware if I have made any violation, I am only playing as any other player does), they cannot share any proof whatsoever. They only conveniently told me - "The GP (game provider) has determined that you are cheating." As if I - the player, has any control over their system LOL! When you are on a losing streak, it's okay with them. In fact they love it! (So far, I've lost hundreds of thousands of pesos already), but when you start winning, that's the time they will start concocting lies and accuse you that you are "cheating", then they can conveniently forfeit all of your money including your deposits too! They took all of my money (around PHP 63,000+).

Hello Nemesis888,

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

Could you please advise if your account was ever verified? Did the casino ever specified what did they mean by "cheating"? When exactly did this happen? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I just would like to clarify since I noticed that the case summary says "the player's account got blocked due to cheating". No, my account was not blocked - I am still able to play. They said, (and this is the funny part) they will allow me to continue to play but they forfeited all my money.

Yes my account was verified.

No, the Casino did not specify - not giving even high-level info about this apparent "cheating". They just conveniently said "The GP (Game Provider - i.e. Dream Gaming Casino) found out you are cheating". But they can't even provide any detail nor show any proof.

This happened last December 26th. I spoke with them and complained about it through their customer support from the time this happened 'til the next morning, but even so, nothing happened.

Thank you Nemesis888 for all the information provided. As we will definitely need more details from the casino, I will be forwarding your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Nemesis888,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Pinasbet Casino to join the conversation and participate in the resolution of this complaint.

Dear Pinasbet Casino,

Can you please provide further information regarding the confiscation of the player's winnings? Are you able to clarify what is meant by "cheating"?

Kind regards,

Adam

Dear Nemesis888,

I have tried multiple times to find a way to contact the casino, but it appears that the only method of communicating with them is via live chat, and I am unable to obtain any information regarding your complaint.

We are left with no option but to close this complaint as 'unresolved', as there is nothing we can achieve without cooperation from the casino.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Adam