Anna - Account closure and winnings confiscated for no reason

Ruling

Unresolved - Anna casino claim this player has been involved in multi-accounting/syndicate play but have failed to provide any supporting evidence. As such we have two opposing stories and no evidence on which to base a ruling.

Read our Anna Casino Review.

Player's Complaint

Hello, I am contacting you in regards to my Anna casino account.

I have played on this casino for a few months now and never won anything. Just last Monday I was offered a 50% bonus and I made a deposit of 200 and received a 100 bonus.

I went to play on slots and played the same game always played. I bet 4.5 a spin on the slots game Dead or Alive, and saw my balance jump to 12500. After playing for over an hour on the same game I ended up with a balance of 10726 and proceeded to withdraw 2300 as that was the limit on the withdrawal section.

I was asked to send in documents, I did that on the Thursday 07/01/2016, and then on the Friday I saw they returned my deposit to my Ecopayz account and my account was locked. I asked them what was going on and they said my account was under investigation.

Today I went on chat to get an update on my situation and they said my account had been closed and that they were not going to pay out my winnings. When I asked why they pasted their terms and conditions that had nothing to do with me. I followed all their rules and did absolutely nothing wrong. I deposited on the casino played a game that was not in the excluded list when playing with a bonus and respected their maxbet when playing with a bonus rule.

I need your help please, I dont know what else to do.

Thank you

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5 Responses

ThePOGG

January 11, 2016

Hi christpapa84 - welcome back!

Before I can do anything to help you I need you to provide me with the username and email address you use at Anna Casino.

Thanks,

ThePOGG

ThePOGG

January 20, 2016

Hi christpapa84,

Just to let you know that I have established a line of communication with Anna Casino and will update you as soon as I have any useful information.

Thanks,

ThePOGG

ThePOGG

February 16, 2016

Hi christpapa84,

I'm currently discussing this issue with Anna casino and will update you when I have more information.

Thanks,

ThePOGG

ThePOGG

March 18, 2016

Hi christpapa84,

In response to your email - I have received an explanation but not yet evidence to support the claim. This is due to an overarching issue discussion involving this site, the UKGC and Anna Casinos platform provider EveryMatrix. Until such time as this discussion is concluded we won't be able to move this issue forward.

I will state at this point that if the operator can provide the evidence they've described that we would rule in their favour.

I'll let you at the point where I know one way or the other whether the operators will be able to provide supporting evidence.

Thanks,

ThePOGG

ThePOGG

March 21, 2016

Hi christpapa84,

In answer to your email, due to the nature of the issue I can give you very limited information regarding what the operator believes you have done. In short your account is believed to be associated with other accounts in an non-random/unnatural fashion.

ThePOGG