Good afternoon!

I made several deposits over the months and self-excluded myself several times and the casino sent emails talking about cashback to get back into the game.

I always came back to make a deposit and lost the money, last week I made several deposits after having excluded myself and they sent one of their e-mails I came back I played and won € 3,500 I made the withdrawals and the money never came in, after 1 day I received an email saying that my account has been permanently blocked and my money confiscated, they don't answer my email or chat when I pass my I'd. I will send the withdrawals and the deletion email, I have proof of the last deposits made with my credit card as well.

thanks

Boa tarde!

fiz vários depósitos ao longo dos meses me auto exclui várias vezes e o casino mandava e-mails falando em cashback para voltar ao jogo.

sempre voltava fazia depósito e perdia o dinheiro, na passada semana fiz vários depósitos depois de ter me auto excluído e eles mandar um de seus e-mail voltei joguei e ganhei 3.500€ fiz os saques e o dinheiro nunca entrava, passado 1 dia recebo um e-mail dizendo que minha conta foi bloqueada permanente e meu dinheiro confiscado, n?o me respondem a e-mail nem ao chat quando passo meu I’d. Vou enviar os saques e o e-mail da exclus?o, tenho comprovantes dos últimos depósitos feito com meu cart?o de crédito também.

obrigado

Dear Fapoker,

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

Could you please specify what was the reason you self-excluded yourself from the casino? Have you explained to the casino why you wish to be self-excluded?

When you repeatedly came back to the casino, how did you activate your account? Did you have to ask customer support to cancel your self-exclusion?

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

Best regards

Veronika

Good morning

I excluded myself in the casino itself, because I only lost money there and never won, after a few days I excluded myself they sent an email saying that I had a cashback that was to contact support and play again, I did one of those rounds I won around 4000€, I put 1000€, 1000€, 1000 and 500€ for withdrawal and played the rest, they blocked me from the casino and they didn't answer me to any e-mail and in the chat when I pass the username they don't answer anymore .

I'm going to send the email they sent to play again, it was several every time I auto deleted.

there were 5 times that auto excluded and they agreed by sending an email to return. I have the 5 emails as proof.

thanks

Bom dia

Eu me auto excluía no próprio casino, porque só perdia dinheiro la nunca ganhava, passado alguns dias que me auto excluía eles enviavam e-mail dizendo que tinha um cashback que era para entrar em contato com suporte e voltar a jogar, eu uma dessas voltas ganhei por volta de 4000€, coloquei para saque 1000€,1000€,1000 e 500€ e joguei o restante, me bloquearam do casino e n?o me responderam a nenhum e-mail e no chat quando passo nome de usuario já n?o respondem mais.

vou enviar o e-mail que eles mandavam para voltar a jogar foi vários todas as vezes que auto excluía.

foram 5 vezes que auto exclui e eles acediavam mandando e-mail para voltar. Tenho os 5 e-mails como prova.

obrigado

Thank you for your explanation. Could you please send me the screenshot of your response to the email you just put in here?

I never replied to these emails, I asked in the chat to unlock and the chat asked me to send the screenshot of the email I received.

Eu nunca respondi a esses e-mail, eu pedia no chat para desbloquear e o chat me pedia para enviar a captura tela do e-mail que recebi.

Did you request to be self-excluded because of a gambling addiction? Or were you just dissatisfied that you never won there?

I was with Vicios, playing in several and I excluded myself so as not to play in any more, but this is another one that is part of the same company Thor casino sent me the same email almost at the same time, because I had already excluded myself from 2 for 5 times and every time I came back I lost a lot of money and excluded myself, I had a bad time because I lost again and it was a lot of money.

thanks

Estava com Vicios, jogando em vários e fui me auto excluindo para n?o jogar mais em nenhum, mas esse é outro que faz parte da mesma empresa Thor casino me mandava o mesmo e-mail quase ao mesmo tempo, porque já tinha me auto excluído do 2 por 5 vezes e cada vez que voltava perdia um monte de dinheiro e me excluía, tive a passar uns momentos ruim por voltar a perder e era muito dinheiro.

obrigado

Have you received any specific explanation about the "unfair advantage" which was the casino's reason for blocking your account?

What types of games have you played?

Have you accumulated your winnings with or without an active bonus?

I didn't have a bonus, it was always cashback but I already spent it at the beginning, I like to buy bonuses and that's all I did, nothing else, I bought several bonuses and I got one right, I don't know what an unfair bet is, I always deposited little by little €100 by €100 more or less and I was playing.

If you can, you can ask for my betting history and you'll see that I always played the same games.

I'll ask for my betting history by email but, they never reply.

In their other casino they have the same complaints that when they win a good prize they block it for any reason and confiscate the money.

thanks

N?o tive bónus, sempre era cashback mas já gastava no início, eu gosto de comprar bónus e foi só isso que fiz mais nada, fui comprando vários bónus e em um acertei, n?o sei o que é aposta injusta, eu sempre fui depositando aos pouco de 100€ em 100€ mais ou menos e ia jogando.

Se puder pode pedir meu histórico de aposta e vai ver que sempre jogava os mesmos jogos.

Vou pedir meu histórico de apostas por e-mail mas, eles nunca respondem.

No outro casino deles tem as mesmas reclama??es que quando ganha um prémio bom eles bloqueiam por qualquer motivo e confiscam o dinheiro.

obrigado

Good afternoon

I made a history request and the reason why my account was deleted again and once again they turned off the chat but I took a print

and I told them I was going to send it to the casino guru and they deleted the messages right away.

Boa tarde

fiz um pedido de histórico e motivo que minha conta foi excluída denovo e mais uma vez desligaram o chat mas, tirei print

e avisei que ia enviar ao casino guru e apagaram as mensagens na hora.

Thank you very much, Fapoker, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will assist you. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

OK thanks

Ok obrigado

Hello there,

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

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

Thank you!

Dear Fapoker, I was able to contact a casino affiliate and was told that you are in breach of this rule:

32. Fraudulent Activities

32.1 We have a zero tolerance towards inappropriate play and fraudulent activity. We will seek criminal and contractual sanctions against any person involved in or suspected of involvement in fraud, dishonesty or criminal acts, or collusion or suspected collusion with other persons involved in fraud, dishonesty or criminal acts. This includes, but is not limited to, cheating, game manipulation, attempting to defraud us or other users of the website, payment fraud, payment reversals, use of stolen credit cards, money laundering or other attempts to deposit funds obtained from ill-gotten means. We will withhold all payments to you where your involvement in any of the above acts or activities is suspected and we reserve the right to suspend or close your Account and bar you from further participation in the website.

The casino doesn't want to discuss this complaint with us further so I can only recommend you to contact their regulator which is Antillphone Gaming Authority ([email protected] or [email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Good afternoon Peter

i will contact them as i have not done anything illegal and my deposits have all been paid by my accounts.

thanks

Boa tarde Peter

vou entrar em contato com eles porque n?o fiz nada de ilegal e meus depósitos foram todos pagos por minhas contas.

obrigado

I will mark the complaint as "unresolved" in our system. Thank you for your cooperation. I am sorry we could not be of more help on this occasion. Please let us know what will be the regulator's decision on this matter.

Best regards,

Peter

Dear Fapoker,
We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.
Thank you in advance for taking the time to reply.

b night I'm still waiting. The casino does not show me the evidence that I did wrong.

b noite ainda estou à espera. O casino n?o me mostra as provas que eu fiz de errado.

Dear Fapoker, have you contacted the licensing authority as I have recommended in our previous communication? Thank you in advance!

Goodnight!

I contacted them and am waiting for their response.

I contacted you via both emails.

Is there any other place I can contact you?

thanks

Boa noite!

Entrei em contato estou esperando a resposta deles.

contactei pelos dois e-mails.

tem algum outros lugar que possa entrar em contato?

obrigado

Dear Fapoker, contacting the licensing authority is enough. Please keep me informed about any further developments. Thank you in advance!

Dear Fapoker,

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.

Good morning!

I have already sent 3 emails and have not received a response, my lawyer will try to get in touch too. Thanks

Bom dia!

já enviei 3 e-mail e n?o obtenho resposta, meu advogado vai tentar entrar em contato também. Obrigado

Thank you for the update. We will close this complaint for now as "waiting for a decision from the regulator", thank you for your cooperation.

Best regards,

Peter

Dear Fapoker,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear Fapoker,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.