Ace Live Casino - Great casino but made an error
Found for the Player - Ace Live casino have confiscated the player's funds based on a vague 'spirit of the bonus' term. This is absolutely unacceptable behaviour and we strongly encourage players to avoid Ace Live casino. These sort of terms can be interpreted in any way which suits the casino and as such can be used to justify the confiscation of legitimate winnings as happened here.
I have been playing at Ace Live Casino for a few months and really enjoy it. I love the live tables because there can be no doubt about fairness and honesty, unlike some software there has been in the news this year. I had my first big win at Ace Live Casino quite recently and they have told me today that they do not want to pay me the winnings. I think they may have jumped the gun on this decision and it seems very out of character for a professional establishment like this. But I can understand that there are people out to get them in this business and they must work hard to filter out the good and the bad. This is their reasons (copied and pasted) for not paying me:
- You only deposit when there is a 100% match bonus available.
- After depositing and receiving your bonus you wager your entire balance on 1 or 2 spins of roulette in an effort to maximize a win with bonus funds. This is very unusual bankroll management for a genuine player and is classic behavior of bonus abusers.
- If you win your first few spins, you seek only to meet the wagering requirement at which point you request a withdrawal, profiting from the use of bonus funds.
The thing is they have said much that is true, but the context must be very important here. I only deposit when there is a bonus. But they have such great bonuses and it seems like every 2 days they are inviting me back to play again with another generous bonus. So I keep coming back! They are enticing me in with their bonus offer all the time.
It's also true that I bet my balance in 1 or 2 roulette spins, (whichever I feel like doing at the time, its not always the same because it is not a method). But to play the bonus you are allowed only to play live roulette and you are not allowed to place Black/Red, Even/Odd, Low/High, Dozens and Columns bets. You cannot place more than 1 X 25 chip on a single number either. There is very little option left in the entire casino but to play just a few numbers on this roulette game. The gameplay is really narrowed down but it is ok for me because I love to play roulette and I know it is not the best game for a low house edge but I just prefer it.
Like they say, I must admit, it is my hope to win big. It is always my hope to win big when I gamble, whether it be roulette, betting on horse racing or playing poker with my friends. I cannot deny this but it's just a gamblers state of mind in my opinion. I don't think it is unusual bank roll management though. I don't really see it as management, its just playing. We all have our own ways of playing. Maybe Martingale is more usual but I don't like to play a system.
And it is true I only request a withdrawal after I have completed the wagering requirements but I cannot do so before. These are the rules. I would not want to be penalised for withdrawing after the wagering requirements have been met. They are quite high anyway at 40 X deposit and bonus. There comes a point way before the end of the wagering when you want to withdraw. But you can't so you have to keep going to the end. The roulette table will always win the long run. Bonus or no bonus, the reason I won is because I was lucky and my lucky number came in.
I have visited this casino many times and never had my winnings confiscated or account locked before. This has only occurred when I found myself with a big win.
Personally, I still have faith in this casino to fix things and I would like to continue playing there. If there are some new rules they wish to add to their terms and conditions I am sure I could abide by them in the future.
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