CSGOPolygon Casino - El dinero en efectivo del jugador ha sido confiscado y su cuenta bloqueada.

Logging into my account, I saw that my balance is zero, but it should be about $700 in equivalent.

Looking at the transaction history, I saw the transfer of my entire balance from 07.11.2023 - 17:13:02, the recipient is "1" (Screenshot.png). Contacting support, agent "Killa" told me that

"Your account was permanently blocked and funds were debited because during your blackjack games you used the card counting technique.".

The technical support agent could not tell me which specific ToS clause I violated, and told me that

"We want to emphasize that the account lock is not related to a violation of the terms of use of the site, but was taken by the decision of our administration in connection with card counting in blackjack, which may be considered unacceptable practice in games on our platform.".

The casino does not report the prohibition of the card account anywhere, and the casino administration has not issued me warnings or any notifications at all that I am violating anything.

I attach screenshots of my correspondence with technical support in Russian, I can aswell provide them translated in English if you need.

Dear repchy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CSGOPolygon Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long have you been a player in the casino?
• Did you accumulate your winnings by playing blackjack exclusively?

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,

Tomas

Hello Tomas,

I started playing at this casino at the end of September, my first deposit was 29/09/2023 - 16:36:32.

All the money won was won at blackjack, I didn't play any other games.

Thank you very much, repchy, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi repchy,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite CSGOPolygon Casino to join the conversation and contribute to the resolution of this complaint.

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.

Hi repchy,

I have tried to contact the casino repeatedly but had no success. 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,

Peter