Pipe Casino - La cuenta del jugador ha sido cerrada.

Hi Guru,

Unfortunately I have a challenge with this casino 🙁

A quick summary:

I deposited 75euro via VISA, and got a 100% welcome bonus.

The bonus was played through without any kind of broken rules.

I am an 'experienced' player and always read rules, terms etc.

After playing through the bonus, my account KYC was verified without the big problems, and then I tried a payout via the same visa from which the deposit was made.

The payout was canceled as they could not pay out for the chosen method and I was instead told to pay out the funds via bank transfer.

I did this instead, where I then received an email the day after my account had been closed.

No explanations, at all, and I had to contact the live chat to find out what the heck is going on.

It was very difficult to get anything out of them, but the most recent message I received was the following 'see below'

-one of the points I would at all agree to be accused of.

Can it really fit that one can just afford to shut down a user, not make a sound, not give a reason why they have done as they have, not give a status to anything?

Hope you can help as it is really frustrating.

Thank you in advance.

Dear Jacob,

The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to:

- participating in any type of collusion with other players

- development of strategies aimed at gaining or unfair winnings

- fraudulent actions against other online casinos or payment providers

- chargeback transactions with a credit card or denial of some payments made

- creating two or more accounts

- providing of forged documents

- other types of cheating

or becomes a bankrupt in the country of their residence, the Company reserves the right to terminate such Player Account and suspend all payouts to the player. This decision is at sole discretion of the Company and the player will not be notified or informed about the reasons of such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player.

Hej Guru,

Jeg har desværre en udfordring med dette casino 🙁

Et hurtigt referat:

Jeg indbetalte 75euro via VISA, og fik en 100%velkomstbonus.

Bonussen blev gennemspillet uden nogle former for brudte regler.

Jeg er en 'rutineret' spiller og læser altid regler, vilkår m.m.

Efter gennemspilning af bonus blev min konto KYC verificeret uden de store problemer, og derefter forsøgte jeg en udbetaling via samme visa som indbetaling skete fra.

Udbetalingen blev annulleret, da de ikke kunne udbetale til den valgte metode, og jeg fik i stedet en besked på at udbetale midlerne via bank overførsel.

Dette gjorde jeg så i stedet, hvor jeg så fik en mail dagen efter, at min konto var blevet lukket.

Ingen forklaringer, overhovedet, og jeg måtte kontakte livechatten for at få afvide hvad pokker der foregår.

Det var meget svært at få noget ud af dem, men den seneste melding jeg fik var følgende 'se nederst'

-ingen af punkterne vil jeg overhovedet gå med til at blive beskyldt for.

Kan det virkelig passe at man bare kan tillade sig at lukke en bruger, ikke give lyd fra sig, ikke give en grund hvorfor de har gjort som de har, ikke give en status på noget som helst?

Håber i kan hjælpe da det er virkelig frustrerende.

På forhånd tusinde tak.

Dear Jacob,

The Company has a strict anti-fraud policy and utilises various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to:

- participating in any type of collusion with other players

- development of strategies aimed at gaining of unfair winnings

- fraudulent actions against other online casinos or payment providers

- chargeback transactions with a credit card or denial of some payments made

- creating two or more accounts

- providing of forged documents

- other types of cheating

or becomes a bankrupt in the country of their residence, the Company reserves the right to terminate such Player Account and suspend all payouts to the player. This decision is at sole discretion of the Company and the player will not be notified or informed about the reasons of such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player.

Dear usseusynz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you are not aware of a breach of any mentioned terms?

If there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru, or alternatively, post it here.

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

Hi Kristina.

Thanks for reply.

Yes you are absolutely right, I have not broken any terms and they do not come but a concrete reason.

The only basis I got for them closing my account is the message I received in the mail, which I copied with over in the first message. (which I would not have gotten if I did not make contact myself)

today I received a new email from them, with the headline:

"" Bonus Abuse ""

Hi there!

Please, note that bonuses are not available to you anymore. From now you can play only for your real money.

You can still make deposits, play and withdraw the funds. As soon as we see your bonus ratio lowers you'll be able to get our bonuses, open level rewards and also participate in tournaments.

Thank you for understanding!

I simply do not understand.

I have not broken any rules at all and they still will not write what they are specifically talking about.

My user is still closed and I have no idea what happens to my 925euro payout.

It's a very very strange course with this casino.

Hej Kristina.

Tak for svar.

Ja du har helt ret, jeg har ingen vilkår brudt, og de kommer ikke men en konkret grund.

Det eneste grundlag jeg fik for at de lukkede min konto er den besked jeg fik på mail, som jeg kopierede med over i første besked. (som jeg ikke havde fået hvis jeg ikke selv tog kontakt)

i dag har jeg modtaget en ny mail fra dem, med overskriften :

""Bonus Abuse""

Hi there!

Please, note that bonuses are not available for you anymore. From now you can play only for your real money.

You can still make deposits, play and withdraw the funds. As soon as we see your bonus ratio lowers you’ll be able to get our bonuses, open level rewards and also participate in tournaments.

Thank you for understanding! 

Jeg forstår det simpelthen ikke.

Jeg har ikke brudt nogle regler overhovedet, og de vil stadigvæk ikke skrive hvad de konkret snakker om.

Min bruger er stadigvæk lukket, og jeg har ingen idé om hvad der sker med min udbetaling på 925euro.

Det er et meget meget mærkeligt forløb med dette casino.

Thank you very much usseusynz for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello usseusynz,

I looked at your complaint and will do my best to help you. I would like to invite Pipe Casino into this conversation. Casino, can you please specify why did you block the player’s account?

Hello.

I just want to inform you that I just received my winnings from the casino.

I still have absolutely no information other than the copied messages I have previously received from me, so I find the situation extremely strange, but I have received my money after all.

Maybe Pipecasino can change a little on how they do things / inform its customers better so that they do not experience these challenges, and spend our time.

Not to tell about the frustrations I have had.

Whether it is your help that has made the outcome, I should not be able to say, but I will at least say a thousand thanks for the help.

It is highly valued.

many kind regards

Jacob 'usseusynz'

Hej.

Jeg vil bare informere at jeg akkurat lige har modtaget mine gevinster fra casinoet.

Jeg har stadig absolut ingen information fået udover de kopierede beskeder i tidligere har modtaget fra mig, så jeg finder situationen yderst mærkelig, men jeg har trods alt fået mine penge.

Måske Pipecasino kan ændre lidt på hvordan de gør tingene / informere sine kunder bedre, så de ikke oplever disse udfordringer, og bruger vores tid.

Ikke for at fortælle om de frustrationer jeg har haft.

Om det er jeres hjælp der har gjort udfaldet, skal jeg ikke kunne sige, men jeg vil i hvertfald sige tusinde tak for hjælpen.

Det er meget værdsat.

mange venlige hilsner

Jacob 'usseusynz'

Dear usseusynz,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru