My win (6902 EUR) was confiscated according to the to p.10 of General Terms and Conditions. I checked it carefully and I don't believe I breached any of the rules stated. Also casino doesn't want to explain what was my fault exactly, the just sent me a whole paragraph of terms (see attached). My account is closed but my deposit was returned (350 EUR) and I would like to receive the rest too

Dear Ulf,

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. Have you accumulated your winnings with or without active bonus? Have you completed the account verification successfully in the past? Is this the paragraph that was sent to you as the explanation why your account has been blocked?

Furthermore, if there’s any relevant communication, 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

Hi! Yes, this is the term and yes, my account was verified. Proofs sent to your email. Yes I played with the bonus but I completed my bonus requirement before I made a withdrawal request. Thanks

Thank you very much, Ulf, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter 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.

Hi Ulf,

I'm taking over your complaint. I will contact the casino and see if I can help.

Hello Ulf and CasinoGuru,

To further clarify the situation, we must point out that this player is part of a German player group of bonus abusers and has previously been banned at MonteCryptos on point 10 of the General Terms and Conditions.

Following this once the player email arose as identical the player was banned as per  point 10.m which states that , if we become aware that you have played at any other on-line casino under any of the forgoing circumstances set out above. ( To see full list https://www.royalrabbitcasino.com/terms-and-conditions).

and Royal Rabbit Casino reserves the right, in its sole discretion, to void any winnings and confiscate any balance under those circumstances.

Winnings were confiscated and the player deposit was returned and withdrawn which indicates player agreement.

Thanks,

Royal Rabbit

Hi Royal Rabbit team,

Is there some sort of evidence you can provide to support this claim here or by Skype?

Hi, you should find attached via Skype, details about the player case and their suspension at two other casinos

Thanks,

Royal Rabbit

Thank you Royal Rabbit team for the information provided, but I'm afraid we will need more detailed evidence.

Hi Ulf,

We were discussing the issue within the team and with the casino rep. We haven't really received any relevant evidence from the casino to support its claims yet. Are you willing to sign a Power of Attorney so we could act in your name in this case and eventually ask for more evidence?

Sure! I am willing to do so. Thank you for your help.

Thank you Ulf for the confirmation. I would like to ask Royal Rabbit Casino to reply to the complaint and take into consideration that the player is willing to sign a Power of Attorney.

We would like to ask Royal Rabbit 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Ulf,

I’m afraid that the casino will not be responding and we can't move on without their cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (https://validator.curacao-egaming.com/validate?domain=www.royalrabbitcasino.com&seal_id=d087fe0acdc9e922d73a33ff48440bdb4f8343a211838f9230ab9111c31d9d159d4f72d50cbdb8851f2429a3297e3dc8&stamp=482045fa274a9c656eced2e08ae92c90) and submit a complaint to them. A licensing authority has better options and tools to help players than us. Please let me know if they were helpful ([email protected]). 

Best regards,

Peter