96ACE Casino - La cuenta del jugador ha sido bloqueada.

Happened on 07/02/23-08/02/23. applied for withdrawal of 8k, gave many excuses not being able to withdraw such as it accused me of *abnormal betting*

Next day locked my account of 32k makes it unable to access and cleared all messages.

Dear sgchan11,

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. Could you please advise if you passed the KYC verification before the casino blocked you? Have you accumulated your winnings with or without an active bonus?

Which games did you focus on while the account was still active - slots, live casino, sports betting, etc.?

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

Best regards,

Kristina

Yes ive passed the KYC verification

they were no bonuses active

live casino was played, blackjack ,ezugi

Thank you for your reply, sgchan11. Do I understand correctly that the casino has not explained what 'abnormal betting' means in your case? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you.

Hi kristina, yes the casino has just insist that i did @abnormal betting but had not given any relevant explanation they just sent me an email after i prodded falsely accusing that i was doing unauthorised activities but i highly suspect the email is fake and they are just using it as a cover.

Thank you very much, sgchan11, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello sgchan11,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, could I ask you to please forward me the e-mail(s) you have received from the casino? (adam.m@casino.guru).

We would like to invite 96Ace Casino to join the conversation and participate in the resolution of this complaint.

Dear 96Ace Casino,

Can you please provide further information regarding the confiscation of the player's funds?

Kind regards,

Adam

I did nt recieved any email direct to my mailbox but i was sent a screen shot from the preassumed ezugi provider sent to 96ace saying i am so called " illegal betting" i shall attached the picture that the 96ace team has sent me.

Dear sgchan11,

There has been no further information from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask 96Ace Casinol to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear sgchan11,

This case is currently being discussed with the casino via Skype, so I will extend the timer accordingly.

In the meantime, I would like to ask you if have used any particular strategies or methods when playing blackjack.

Please understand I am not asking this to get you into trouble, but I need to have all information that may be relevant in order to be able to assist you.

Kind regards,

Adam

All i do is i stop playing when i am in profit. Is that wrong?

Pls at least give me back a fraction of the money.

Dear sgchan11,

The casino has since provided the relevant game history, which will now be reviewed.

As more time is required to bring this case to a conclusion I will extend the timer once more.

I thank you for your continued patience.

Kind regards,

Adam

Thankyou for ur help, do review it sir

Dear sgchan11,

I am still speaking to the casino regarding the abnormal betting. I thank you for the screenshot of the email from Ezugi that was sent to you, please forward the original email to me at adam.m@casino.guru.

Kind regards,

Adam

Sir i did not receive the original email thats the thing. I was only provided a screenshot of the email that was supposedly sent to 96ace from ezugi which was sent by 96ace team.

Hello sgchan11,

I see, thank you for clarifying the situation. I will ask the casino to supply this also.

Kind regards,

Adam

Dear sgchan11,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask 96ACE Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear sgchan11,

The evidence provided by the casino shows that for some reason, certain bets that you made and won credited your balance with a higher amount than it should have. I am awaiting further information regarding this so will extend the timer one more time in the hope we can find a resolution to this.

Kind regards,

Adam

Dear adam,

Could u provide evidence that i was credited more than i should have won. I do not have any recollection of any wrongly credited amounts or did i participate in any fradulent activities. And even so, isn’t this wrongly credited amount the casino or provider’s mistake?

sincerely,

Aiden

We would like to ask the 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 may negatively affect its rating.

Dear sgchan11,

Unfortunately, there has been no further response from the casino. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry we could not be of more help on this occasion.

Best regards,

Adam