Playing.io Casino - 不正なプレイの疑いでプレイヤーのアカウントがブロックされました。

My account has been blocked. They accused me of dishonest play: abnormal bets and risk-free play at the casino. Here's the story. I topped up my account on December 15 with 60 USDT. They gave me a 200% bonus, so my total was 180$. However, the wager requirement was 3000$. Initially, I played Mines, but it took a long time. I noticed in 101 Casino that you could bet on both red and white simultaneously. But! There are 5 zeros on the field, and a 5% chance to lose both bets! Moreover, I did land on that zero! Can such bets be called risk-free? No. Then I placed bets on handball top markets in the line. One of them was on a team to win with odds of 3+. Standard bets, but I was lucky they worked out. There is risk here too. Eventually, my balance became 330$. I completed account verification and confirmed my email and phone number. However, the SMS code did not come immediately. I made a withdrawal request for what I believe was 170$. After some time, I logged in to check my transaction history, but my account was blocked. I wrote to support and received a response, which I included in a screenshot.

Заблокировали аккаунт. Якобы за нечестную игру: аномальные ставки и безрисковую игру в казино. Рассказываю. Пополнил счет 15 декабря на 60 usdt. Дали бонус 200%, то есть на свету 180$. Но вейджер 3000$. Сначала поиграл в mines, но долго. Увидел в 101 casino возможность ставить на красное и белое одновременно. Но! На поле 5 зеро и 5% возможность проиграть обе ставки! Более того, у меня и выпало это зеро! Можно назвать такие ставки безрисковыми? Нет. Дальше в ставках ставил гандбол топ-рынки по линии. Одна из них была на победу команды с коэффициентом 3+. Стандартные ставки, но повезло, что они сыграли. Здесь тоже риск. В итоге на счету стало 330$. Прошел верификацию счета, подтвердил e-mail и телефон. При этом смс код пришел далеко не сразу. Сделал запрос на вывод по моему 170$. Через некоторое время зашел проверить историю транзакций, но аккаунт оказался заблокирован. Написал в поддержку и получил ответ, который приложил в скриншоте.

Dear Cintrol,

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 clarify the ratio of your time spent playing casino games versus sports betting?

Did you only play mines and roulette?

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

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here. Your first message does not have an attached screenshot.

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

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Dominika! I am very glad that you took my complaint into consideration. And I am sorry that there are so many of these complaints. But casinos are unfair and there is no one to help except you.

I can't say exactly how many bets I made, but I think there were only 4 or 5. First I played mines (one evening), then roulette that same evening. And the next day I made bets for the entire balance amount to reach the required turnover for the wager. I was lucky that these bets came in.

The KYC verification consisted of confirming the email address and phone number. Nothing else was required to process the withdrawal. I confirmed both the number and the email address. Therefore, I did not upload any documents. The casino did not ask for them.

I am attaching screenshots of the last correspondence.

Привет, Доминика! Я очень рад, что вы взяли мою жалобу в работу. И мне жаль, что этих жалоб так много. Но казино несправедливы и кроме вас некому помочь.

Я сейчас не могу сказать точно, сколько ставок я сделал, но думаю их было всего 4 или 5. Сначала я играл в mines (один вечер), потом в рулетку в этот же вечер. А на следующий день я сделал ставки на всю сумму баланса, чтобы достичь нужного оборота для вейджера. Мне повезло, что эти ставки зашли.

Проверка KYC заключалась в подтверждении адреса электронной почты и номера телефона. Более ничего не требовалось для оформления вывода. Я подтвердил и номер и адрес почты. Поэтому я не загружал никакие документы. Казино их не запрашивало.

Скриншоты последней переписки прикрепляю

Dear Cintrol, did the casino clarify whether the abnormal betting referred to casino games or sports betting?

The casino does not respond to my questions in the live chat. You can see from the correspondence that the reason for the ban was, in the casino's opinion, abnormal bets and a risk-free game for wagering the bonus. I can say that I placed the same bets in other bookmakers of the same provider (!) and everywhere they were calculated correctly, all accounts are in order, there is no blocking. A game with a 5% probability of losing cannot be considered risk-free. This concerns bets in roulette

Казино не отвечает в лайв чате на мои вопросы. Вы можете видеть из переписки, что причиной бана стали по мнению казино ненормальные ставки и безрисковая игра по отыгрышу бонуса. Я могу сказать, что я ставил эти же ставки в других букмекерах этого же провайдера (!) и везде они были рассчитаны корректно, все аккаунты в порядке, блокировки нет. Не может считаться безрисковой игра с вероятностью проигрыша 5%. Это касательно ставок в рулетке

Thank you very much, Cintrol, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Cintrol for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Playing.io Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway you can do so here: (https://www.gamingcontrolcuracao.org/contact). Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter