I requested my payment of € 2,825 on July 16, 2021. More than two months later on September 18, 2021, I was accused of violating the terms and conditions. I have made a deposit with a bonus and have met all wagering requirements. I've already paid out twice and now I've suddenly committed an infringement.

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Ich habe am 16.07.2021 meine Auszahlung in h?he von 2825€ angefordert. über zwei Monate sp?ter am 18.09.2021 wird mir dann ein Versto? gegen die AGB vorgeworfen. Ich habe eine Einzahlung mit Bonus gemacht und habe alle Umsatz Bedingungen erfüllt. Ich habe schon zweimal etwas ausgezahlt und jetzt habe ich pl?tzlich einen Versto? begangen.

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Dear Floridalady,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem.

I have checked the promotional terms and conditions, and the casino still has this rule https://www.arescasino.com/en/termsandcondition.html:

"8.11 The Casino reserves the right to evaluate players’ gaming to determine whether any irregular gaming patterns are being employed. Irregular Play includes, but is not limited to, the following scenarios:

8.11.1 Where a player places a single bet equal to or exceeding 30% of the value of a bonus received before fulfilling the playthrough requirements for that bonus.

8.11.2 Using a game’s gamble or double feature in order to increase bet values beyond the maximum set for that game.

8.11.3 Placing high-value bets with the single intention of increasing the balance, followed by decreasing the bet value by more than half of the prior bet value, in order to meet bonus wagering requirements without meaningfully decreasing the balance.

8.11.4 Placing two contradictory bets simultaneously on Sic Bo, craps, baccarat or Roulette, which results in a net-zero wager, otherwise known as even betting.

8.11.5 Systematically placing high value bets on a game which contributes less than 30% of the wager towards the required playthrough (such as Video Poker, Roulette and Blackjack), followed by switching to a game which contributes a greater amount of the wager towards playthrough (such as Slots, Scratch Cards and Table Poker games) and placing bets of lower value than the current average bet size.

8.11.6 In the event that the Casino determines that a player is using any Irregular Play techniques, the Casino may, at its own discretion, withhold any withdrawals and/or confiscate any winnings where Irregular Play has been used. If Irregular Play continues, the Casino reserves the right to disqualify a player from any bonuses, and may suspend or block the player’s account..

8.11.7 We reserve the right to restrict players in any way we see fit, at our sole discretion, from opening accounts at the Casino in situations where computers or environments are shared."

Are you aware of breaching any of the abovementioned rules? Have you, by any chance, saved your game history from the relevant bonus session? If yes, please forward it to [email protected].

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, I've already paid out two times there. I know the bonus conditions. I turned to € 5 until the bonus was fulfilled and then a little higher. Unfortunately, the game history cannot be downloaded in a file.

Hallo, ich habe dort schon zwei mal ausgezahlt. Ich kenne die Bonus Bedingungen. Ich habe bis zum erfüllen des Bonus auf 5€ gedreht und danach etwas h?her. Den spielverlauf kann man leider nicht in einer Datei runterladen.

Thank you very much, Floridalady, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Floridalady!

I will take care of your complaint from now on. I would like to invite representatives of Ares Casino and provide us with an explanation of the events that have been described by the player.

We would like to ask Ares 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 will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.