I deposited 200 euro through neteller and started playing blackjack. When my balanced reached 727 euro I tried requesting 300 euro though neteller but it was not working. After i contacted them, they told me that withdrawal though neteller is going under maintenance so O decided to request my money though bank transfer. When I did, they froze my account, send me an email claiming I was cheating and they are refusing all my money.

Dear Conkyr,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past and was this your first game session, please?

Lastly, could you please forward any relevant communication to [email protected]?

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

Hello and thank you for looking into my problem.

They did not suggested any other way of withdrawal.

However, I went into their site and saw that Bank transfer was available, so I choose to request my money through that.

Thank you, Conkyr, for your reply and forwarded communication. Do I understand correctly that you have been accused of Advanced Card Counting, Wonging and Side Bet Counting and had all your winnings (full account balance) confiscated?

Yes exactly

Thank you very much, Conkyr, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) 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 Conkyr.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Please explain to us what happened.

Hello Matej,

An email was sent to you regarding this matter.

Dear Mad Money Casino representative.

As I explained in the email conversation, we believe that card counting isn't any cheating, and there is effortless prevention of this: shuffling the cards more often. 

However, I understand your point that this is something that isn't under your control. 

In brick-and-mortar casinos, if the management finds out that somebody is counting the cards; as a result, the person is asked to leave, but he can keep his winnings. We would like to see the same practice in online gambling too. 

In this case, we decided to stand on the player's side. 

We understand the casino's position, but the situation could be handled better. I would like to highlight that Conkyr's deposits were returned, but he can't keep his winnings. In this light, we would like to close the complaint as unresolved with classification: Against Fair Gambling Codex.

What happened could have been handled better, but the casino acted following its T&C's and common practice.

Conkyr, I am very sorry that we were unable to help you.

I want to thank you for your efforts to get my money and that you agree with my side.

I don't think this casino should be ranked as "Very good reputation". They are thieves. They stole my deposit of 200 euro. They charged me 27.5 euro for "fees" and I still haven't received the remaining 172.5 euro. Also they stole my winnings of 527 euro. They manipulatively tried to delay my withdrawal in hope to lose those winnings and when they failed they decided to just not pay me.

Please protect the players who consult your website and choose which casino to play.

Dear Conkyr.

Could you please explain: "They stole my deposit of 200 euro."?

The casino stated that they returned your deposits.

I mean that they credited me 200 euro, charged me 27.5 euro for unexplained fees, I requested a bank transfer for the remaining funds that I haven't received yet.

Dear Conkyr.

I am afraid that all that the casino is willing to give you is your deposit back minus the fees.

Did you deposit more than €200?

No, I have deposited 200 euro. But I still haven't received them back.

Dear casino representative,

Could you please check what happened with Conkyr's withdrawal?

I have confirmed this was paid to him yesterday morning. The player should have received it by now or should be receiving it at any moment.

Dear Conkyr.

Please update the complaint when you receive the money.

Received 172.5 euro

Dear Conkyr.

Thank you for your confirmation.

As I wrote before, we are closing this complaint as unresolved with the status: Against Fair Gambling Codex.