Ace Live Casino - Great casino but made an error

Hi thejk - thanks for getting in contact!

Having read over your complaint, and reviewed Ace Live's terms and conditions - assuming that there's no further details to the case - context really has nothing to do with this issue. Simply put, while Ace Live may not like the way you've played, there is no clear term to prohibit what you were doing.

Let me speak to them and I'll see what I can do. Before I can do that though, I'll need you to provide your username and the email address you use at Ace Live so they can find your account.

Thanks again.

ThePOGG

Apologies thejk - I failed to notice that you'd included your username in a separate submission.

I'll try contacting Ace Live now.

ThePOGG

Hi thejk,

Ace Live have given me their final decision on this issue and I'll be straight with you and say I'm far from happy with it.

In the opinion of Ace Live casino and their software provider Visionary iGaming the style of play that you engaged in is "abusive" and as such contravenes term 11.1 of their terms and conditions which is as follows;

"11.1 All our promotions are designed for those genuine players who may be interested in continuing their membership and playing at the casino and are not averse to betting with and gambling their own money. Any and all promotion may be considered void at any moment to those persons or groups suspected of abuse or having a record of promotional abuse or fraud at Ace Live Casino or with any of their merchant affiliates. Any winnings accrued by such persons or groups shall be considered null and void and shall be withheld."

Now I've spent a good amount of time discussing with their team the fact that the above term does not define exactly what constitutes abuse and as such cannot be considered a valid term.

Without definition of the word "abuse" the player cannot be expected to know what sort of behaviour is prohibited prior to engagement in play and the casino is free to interpret the rule as best suits them after a substantial win. And that's exactly what has happened in this case.

Essentially Ace Live's problem is that you've bet big to begin with and then reduced your wager when you won to complete the wagering requirement. I've pointed out that there's nothing in their rules to prohibit such behaviour and I've also pointed out that there are plenty of examples of other casinos implementing rules to prohibit this betting pattern.

To say they are unresponsive to these comments would misrepresent the situation - they are perfectly happy to respond and acknowledge both of the above points, but will not change their stance on this case.

The long and short of this case is that - in the opinion of ThePOGG.com - Ace Live casino are enforcing rules that they do NOT have in their contract. This is exactly what is meant by a 'spirit of the bonus' confiscation and is absolutely unacceptable.

I can only apologize to thejk for my lack of success in getting their fairly won money returned to them - up to this point this mediation service has been very successful in these types of cases, but it has been made abundantly clear that Ace Live will not change their mind.

For all other players, I would strongly recommend not engaging with Ace Live's product. Until this group step up to the plate and treat their player's fairly it's not worth the risk.

I would also note that it's far from surprising to see this type of behaviour from a casino licensed in Costa Rica. Online casino regulation is far from where it should be right now, but holding a license in Costa Rica is a license in name only, i.e. the Costa Rican government's only stipulation when awarding a license is that the group not accept Costa Rican players. There are no other requirements in terms of fair treatment of players or fairness testing of software.