Ace Live - Wouldn't Pay €7000

Ruling

Ace Live casino have again enforced a vague rule that does not clearly define how the player violated the term to justify not paying winnings.

Player's Complaint

Ace Live Casino sent me an exclusive offer of €500 for €500 in the mail.

They sent after I lost before in their casino and they could see exactly how I play and my play style which was all ok according to their terms and condition.

I placed a risky bet with the €1000 I had and won big then I continued over €100 a spin all in their live Roulette to complete over €40,000 in wagering and won €7000.

The bet at the beginning was a risky bet while the wagering bets were less risky but still on 12 numbers or less over 100 per spin which is still very risky.

It is not against their terms so they had to bring the "We reserve the right" well known bullshit.

Again, I say I played the welcome bonus exactly the same but they still wanted me back with an exclusive offer coming from the casino manager [EDIT].

Dear S,

In relation to your membership on Ace Live Casino we have carefully studied your recent gaming activity and have determined that you are clearly not a recreational player but rather abusing our bonus offers for profit. Your wagering behavior is in violation of our Bonus Terms & Conditions, which you agreed to upon registering your account.

Below you can find reference to the term you violated:

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 LiveCasino 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.

In summary:

• 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.

Since May you have deposited €1,000 via Neteller and received €1,100 in bonuses. While playing our games you have made a €5,400 profit since May by abusing our generous bonuses and at this point we are closing your account indefinitely. We will refund your €1,000 of Neteller deposits so that you remain financially neutral. All further winnings have been voided.

I would like to say that we sincerely regret having to take this decision, which is not taken lightly but given the above transgressions we have no choice in order that we meet the compliance regulations stipulated clearly in our terms and conditions.

We have spent an extensive amount of time reviewing your activity and this decision is final.

Regards,

[EDIT]

Ace Live Casino Senior Compliance Officer

Read the casino review

7 Responses

ThePOGG

September 8, 2013

Hi toutou77 - thanks for getting in contact

Before I can speak to Ace Live casino about your issue, I need you to provide your username and the email address you signed up with.

After that I will contact the casino and see if they are willing to discuss the issue.

Thanks

ThePOGG

Sarojni Macanah Venkatasamy

September 9, 2013

User Name [EDIT] Email: [EDIT]

Sarojni Macanah Venkatasamy

September 11, 2013

Did you receive my answer login name... ?

ThePOGG

September 11, 2013

Apologies toutou77 - we receive around 400-500 messages a day to be moderated at ThePOGG.com and of that 400-500 only around 4 or 5 are legitimate posts. I missed your post on the 9th and have just gone back and raked through the 'spammed' posts to find it. Sorry about the delay.

I'll contact Ace Live just now and see what they have to say.

Thanks

ThePOGG

ThePOGG

September 15, 2013

Hi toutou77,

Just to keep you informed, I did receive a response on the 12th saying that they'd get back to me on the 13th. I didn't get anything back on the 13th and will chase this up this week.

Thanks

ThePOGG

ThePOGG

October 2, 2013

Hey toutou77,

Unfortunately Ace Live have come back to me with a decision regarding your case that does not meet with the ethos of this site.

As with the previous issue at Ace Live casino (http://thepogg.com/complaint/ace-live-casino-great-casino-but-made-an-error/), despite not clearly defining what it is that they have a problem with in their terms and conditions, Ace Live will not return your funds as you’ve played in an ‘abusive’ fashion.

This type of behaviour is absolutely unacceptable – in almost every case I’ll support the casino where a clear term has been broken and I’ve even gone as far as to offer my assistance in improving Ace Live’s terms by putting together examples of how other casinos protect against unwanted play during both of these issues (an offer which they’ve declined to take me up on), but where there are no clear rules the player cannot be expected to understand what constitutes ‘abusive’ play.

Once again I have to reiterate that players should avoid Ace Live casino.

ThePOGG

ThePOGG

October 2, 2013

Apologies toutou77,

Due to a server issue we had lost some content, including this complaint. This most recent update is just us restoring the complaint for other player's information.

ThePOGG