Ultra Casino - プレイヤーのアカウントがブロックされました。

i was playing on all the 8 Casinos run by PressEnter Group through their company PB Group;

RapidCasino.com

21.com

NeonVegas.com

UltraCasino.com

JustSpin.com

NitroCasino.com

CasinoFest.com

XLBet.com

on the 14th of march i received an email that all my accounts had been deactivated and the funds confiscated. i had atleast 12500e distributed among the accounts (still havent received info on casinofest and xlbet even though i have requested, so there is even more money there). i requested they send me my balance on my bank account, but they are just stonewalling me with generic messages and don't give any explanation further why they froze my accounts, and haven't given me any answer to my question about returning my money.

my account was verified, i had been playing there for many years, probably from 2019 or 2020.

They blocked all my accounts at once, after receiving the email on 14th of may 2023 infroming me about it.

i played mostly casinogames and very little sportsbetting. i did claim bonuses on all of the casinos.

Last time i spoke with them was like 5 days ago, they just sent me generic answer to my request to explain why my accounts were blocked and if was getting my money back, which didn't answer any of my questions. after that its just been silence. they didn't even provide case id number which i could use to make a complaint to eCOGRA.

here's the email they sent me:

On Tue, Mar 14, 2023 at 01:47 PM, "Anni" wrote:

Hey,

As I am sure you are aware, under our terms and conditions we have the right to review account transaction information and if we suspect that a player has engaged in illegal gaming, we have the right to close and freeze the account and confiscate bonuses and winnings obtained as a result of illegal/violating gaming.

Following your recent withdrawal requests, we have reviewed your information and have reasonable grounds to suspect that you have used our services in bad faith and in violation of our terms and conditions.

In accordance with terms 17 and 20, we have decided to close your gaming account and any other accounts you have with us, and we will confiscate any winnings remaining on your account and any bonuses you received in breach of our terms.

Regards,

21.com

Dear will0w,

Thank you for sharing your complaint. I'm sorry to hear about the trouble you've experienced and would like to gather more information to better understand the situation. Can you confirm if you have completed the account verification process successfully? Also, please provide the specific games you were playing and clarify if your recent winnings were accumulated with or without an active bonus.

If there are any relevant communication records, please forward them to petronela.k@casino.guru.

We have received several similar complaints from players in Finland regarding casinos under the PressEnter Group. If you know of any other players who have experienced similar issues, please let us know.

We hope to assist you in resolving this issue as quickly as possible. Thank you for your prompt reply.

Best regards,

Petronela

I don't know exactly what games I've played, casino games with a bonus. I made the accounts so long ago that I don't remember if the casino asked for additional confirmations for the accounts, but if so, I have of course done them.

The winnings have been accumulated for the most part by playing bonuses.

Tarkkaan en tiedä mitä pelejä olen pelannut, casinopelejä bonuksen kanssa. tein tilit niin kauan sitten etten muista onko casino pyytänyt lisävahvistuksia tileille, mutta jos on, niin ne olen tietenkin tehnyt.

Voitot on kertynyt suurimmaksi osaksi bonuksia pelatessa.

Could you please forward any relevant communication to petronela.k@casino.guru? Please try to specify the games that you played (live casino games, slots, or sports betting). Have you received any winnings from this casino in the past?

Hi, I played casino games. I have won before.

Hei, pelasin kasinopelejä. olen saanut voittoja aiemmin.

Hi will0w,

I wanted to touch base with you about some recent complaints we've received from Finish players over the last couple of weeks. We're taking the issue seriously and discussing it internally, and we'll definitely keep you in the loop as we come to a resolution. In the meantime, I was wondering if you could let me know if you've had any successful payouts from this casino in the past? Sorry for asking the obvious as you stated that you won previously, but were those withdrawals successful, have you actually withdrawn money? Your feedback would be really helpful to us as we work to address these concerns. Thanks so much for your patience and cooperation.

yes, withdrawals have worked without problems in the past and I have been playing here since 2019. But now it was the 14th of March, just as suddenly the accounts had been closed and the money confiscated. the matter was announced in only one post for all casinos.

kyllä nostot ovat aiemmin toimineet ongelmitta ja olen täällä pelannut vuodesta 2019 asti. Mutta nyt maaliskuun olikohan 14 päivä, yhtä äkkiä tilit oli pistetty kiinni ja rahat takavarikoitu. asiasta ilmoitettiin vain yhdellä spostilla kaikkien kasinoiden osalta.

Thank you, will0w, for the clarification. As I mentioned previously we will discuss the issue internally and get back to you in the upcoming week. Thank you for your patience.

We have addressed the topic as promised during our internal meeting. While we acknowledge that some complaints were submitted up to a month ago, we also need to take into consideration that investigating such matters can be time-consuming. In fact, we discovered that nine players raised concerns with our Complaints Resolution Center regarding the entire PressEnter Group, involving eight casinos, resulting in over 70 active cases. The investigation is being conducted by the entire group of casinos carefully, and we have already informed the affiliate team of PressEnter casinos. We appreciate your patience as the casinos gather evidence and work towards resolving the matter. Thank you.

After some weeks of internal discussions and communications with the casino, no progress has been made regarding this case. We acknowledge that the investigation may be stalled by the involvement of multiple casinos and players, and therefore, we recommend seeking assistance from the Licensing Authority. As a possible solution, we suggest reaching out to eCOGRA, the official Alternative Dispute Resolution of the casino, by submitting your request here.

ADR is a free of charge service and the ruling reached by the nominated ADR entity will be considered final by both the Company and yourself, subject to full representation being given to all parties involved. You may submit a Claims Form at https://ecogra.org/forms/adr-dispute-step-1. Alternatively, you may email eCOGRA with details of your complaint at complaints@ecogra.org.

Kindly refer to this complaint as a point of reference. Let us know if you need any assistance when filing the official complaint and keep us informed about any further developments. Thank you in advance. 

Dear will0w,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.