Arctic Casino - Τα κέρδη του παίκτη κατάσχονται.

I deposited 100€ into the casino and used the live casino welcome bonus. I won 700€, from which I was able to withdraw 600€. I received an email from the casino alleging that I had broken the rules. According to the casino, I had played there before, which is not true, as I have never played at this casino before this deposit and I also cannot access the casino's live chat.

Talletin kasinolle 100€ ja käytin live casino tervetuliaisbonuksen. voitin 700€, josta pystyin nostamaan 600€. Sain kasinolta sähköpostin, jossa väitettiin, että olisin rikkonut sääntöjä. Kasinon mukaan olen pelannut kasinolla aikaisemmin, mikä ei kuitenkaan pidä paikkaansa, sillä en ole koskaan pelannut tällä kasinolla ennen tätä talletusta enkä myöskään pääse kasinon live-chattin.

Dear COMETOjuppala,

Thank you for submitting your complaint. I’m truly sorry to hear about the difficulties you’ve encountered with Arctic Casino. To assist you more effectively, I kindly ask for your help with a few additional details.

• Could you please confirm whether your account has been verified?
• Additionally, does anyone else in your household hold an account with this casino?
• Finally, has the casino provided any evidence regarding the existence of multiple accounts?

I appreciate your cooperation and look forward to your response.

Best regards,

Nick

• My account has been verified
• There isn't
• Has not delivered. I asked them for another user's e-mail, but they refuse to give it because it doesn't exist.

I have also checked all my emails and nothing is associated with the casino.

• Tilini on vahvistettu
• Ei ole
• Ei ole toimittanut. Kysyin heiltä toisen käyttäjän sähköpostia, mutta ei suostu antamaan koska sellaista ei ole olemassa.

Olen myös tarkistanut kaikki sähköpostini ja mikään ei ole liitetty kasinoon.

Dear COMETOjuppala,

I hope this message finds you well.

Would you kindly forward the communication between yourself and the casino to nikolas.b@casino.guru at your earliest convenience? Additionally, have they provided any evidence regarding multiple accounts?

I appreciate your attention to this matter and look forward to your response.

Kind regards,

Nick

• Has not put any evidence

• Ei ole laittanut mitään todisteita

Dear COMETOjuppala,

Since the casino has not provided any evidence regarding multiple accounts, we will need to gather additional information from them directly. I will now forward your complaint to my colleague Peter (peter.c@casino.guru), who will be assisting you moving forward.

Wishing you the best of luck in resolving this matter.

Kind regards,

Nick

Hello there,

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

I would now like to ask Arctic Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Dear COMETOjuppala, I was in contact with the casino representative and was told that customer support was informed about your case and you should contact them directly to resolve your issue. Please raise a ticket via support@arcticcasino.com, and a dedicated specialist will review it. Please keep us updated on the situation and let us know if additional assistance is required. Thank you in advance for your cooperation!

My brother apparently had an account with that casino

Mun veljellä oli näköjää tonne kasinolle tili tehtynä

We could still mediate this issue if we have you go through verification on both accounts. Let me know if you contacted the support and how they would help resolve this issue. If needed we will assist you further in this case. Thank you in advance for your cooperation!

I contacted support. I will email you the conversations.

otin yhteyttä tukeen. laitan sähköpostilla sulle keskustelut.

I went to ask my brother's user about the chat and it said that he hadn't used the bonus, so I don't think I've broken the rules.

menin kysymään chatista veljeni käyttäjällä ja siellä sanottiin että hän ei ollut käyttänyt bonusta niin mielestäni en ole rikkonut sääntöjä.

And they also claim that it's my other account even though it's my brother's account which he did a long time ago.

Ja he myös väittävät että se on toinen tilini vaikka se on veljeni tilini minkä hän on tehnyt kauan sitten.

Thank you for the update COMETOjuppala, I will try to contact the casino representative once again to share these new developments and ask if verification for both accounts could be possible to prove it's not a case of duplicate accounts. Thank you for your patience during this time!

Dear COMETOjuppala, I was in contact with the casino representative but they were unable to assist you through our mediation and recommended you contact the support once again and request that both accounts be verified so you can prove it is not a case of multiple accounts. Please keep me updated about any new developments and I'm sorry I can't be of more assistance.

I contacted them and they said that they will stick to the same outcome and further discussions on the issue will not change the outcome.

Otin yhteyttä ja sanoivat että pysyvät samassa lopputuloksessa ja asiaa koskevat lisäkeskustelut ei muuta lopputulosta.

Dear COMETOjuppala, I'm sorry to hear the result is this as the casino representative was adamant a resolution could be found. As the casino has not provided me with any evidence of the multiple accounts I am forced to close the complaint as unresolved.  I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 I could not be of more help on this occasion.

Best regards,

Peter