Casino Estrella - Se han confiscado las ganancias de los jugadores.

My account was allowed to play. After several games, my account was suspended for verification. I received a letter that my account will be closed until the investigation is complete. After 3 days, I received an email saying my account was blocked. "Our management reported that you used fraudulent methods or techniques to gain an unfair advantage in our Casino." So they explained the lock. Casino refers to paragraph 5.1.13 of the rules. Casino accuses me of serious fraud "martingale, doubling and similar systems and strategies." No further details were provided.

I disagree with the charge. I have the right to demand evidence supporting the charges, but the casino does not provide additional information. The casino doesn't have proof, they can not share with me, so they need to get my winnings back.

Dear VoV41kk,

Thank you very much for submitting your complaint and forwarding all the relevant communication. 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. Do I understand correctly that you’ve been accused of card counting? Could you please advise which exact game you have been playing (full name of the game and the provider)? Is there any chance that you have saved your game history before your account got blocked? If yes, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello! In response to your letter, I am reporting the following.

Casino refers to paragraph 5.1.13 of the rules. This paragraph indicates many different actions, I do not understand exactly what the casino accuses me of. Moreover, I have not committed any of the acts referred to in this paragraph.

You asked to report the game I played - Live BACCARAT (Evolution Gaming). It is not possible to provide a history of games, since he played only one of the above games, as well as the account is currently locked.

I attach screenshots of correspondence with the casino and a screenshot of the blocked account.

Thank you very much, VoV41kk, for your reply. I have checked general terms and conditions, and this is what I found https://www.casinoestrella2020.com/terms-of-use/:

"5.1.13. When a player makes an attempt to gain an unfair advantage over the casino, this includes strategies like "martingale, double-up and similar systems and strategies"   then the casino will take action including the confiscation of winnings and bonus funds. We will only take this action in the event that this behaviour is reasonably evident. The user is prohibited from using devices such as robots, any other external player assistance (EPAs) program, or techniques that distort normal gameplay and give the player an unfair advantage."

I will now transfer your complaint to my colleague Andrej 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.

Dear VoV41kk,

I looked at your complaint as well as the provided screenshots of your conversations with the casino. I understand the situation and I’ll try my best to resolve your complaint as soon as possible.

I would like to invite Casino Estrella to this conversation.

Dear Casino Estrella,

According to your e-mails sent to VoV41kk, they have been accused of using strategies to gain an unfair advantage. It was indicated that they were found to be using a card counting strategy. Can you please provide clarifications?

Dear all,

We have discussed this case with the casino representative. After reviewing the provided evidence it became clear that the reason why the casino closed VoV41kk’s account without a refund was a detected use of a card counting strategy in Live Baccarat games.

However, we believe that the player should still be paid. The strategy the player used is very ineffective and easy to detect, therefore they could have been excluded from play before accumulating winnings using the strategy, and requesting a withdrawal.

Our suggestion to Casino Estrella, in this case, would be to let the player keep their winnings and restrict their access to Baccarat games or their gaming account.

We have explained our position to the casino, but unfortunately, they refused to comply with it and did not change their decision.

Due to these reasons, we are forced to close this case as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear VoV41kk,

My name is Michal and I will be in charge of this complaint. The casino informed us that they wished to reopen this complaint, and also that they are willing to reassess this situation. Can you tell me if you are still willing to try to solve your issue?

Dear VoV41kk,

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.

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.