Casino Calzone - collusion claims

Ruling

Resolved - Casino Calzone have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Casino Calzone Review.

Player's Complaint

I debosited 100 euros and got 50 euros bonusmoney. I played The Dog House and won ~2000€ and I played more to finish my bonus. I had 2121€ when I got to the end of my bonus and then I tried to withdraw my money. I had to verify my account and I sended pictures of my passport 3 times and 3 pictures of my different bills with my address on them. They kept asking for more and more documents to send to them and I sended everything they asked for. I sended also my bank statement and copy of my job contract and filled inquiry. I asked several times in the chat when my account will be verified, and they always wanted more documents. This lasted for ~3 weeks and then they closed my account 16.4.2020. Now my account is closed and I can't withdraw my money.

I asked about it via email and they responded:

We are sending you this email to inform you that the account has been closed at the network's discretion.

Attached please find the relevant quote from our terms

13.3 In the event of any such termination by us, other than where such closure and termination is made pursuant to paragraph 11 (Collusion, Cheating, Fraud and Criminal Activity) or paragraph 18 (Breach of the Terms of Use) of these Terms, we will on receipt of a request from you, return any Deposit Funds in Your Player Account to you. Provided that in the event that the amount of Deposit Funds is less than €3/£3, those funds will be appropriated and used to fund a responsible gaming charity or other projects.

11.1 The following activities are not permitted and constitute a material breach of these Terms:

11.1.1 Colluding with third parties

11.1.2 Using unfair advantage or influence (commonly known as cheating), including the exploitation of a fault, loophole or error in our software, the use of automated players (sometimes known as bots);

11.1.3 Undertaking fraudulent or illegal activities, including but not limited to the use of a stolen, cloned or otherwise unauthorised credit or debit card, as a source of funds;

11.1.4 Taking part in any criminal activities including, but not limited to, money laundering;

11.1.5 Transferring of funds from one player account to another and/or

11.1.6 Conducting account fraud, use of Duplicate Accounts, manipulation of our software or Website, exploitation of loopholes or other technical forms of abuse or other behaviour which amounts to deliberate cheating.

11.2 We will take all reasonable steps to prevent such activities; detect them and ensure that the relevant players are dealt with appropriately. We may report knowledge or suspicion of an offence to the relevant authorities, we may suspend or close Your Player Account, confiscate your Winnings and any Bonus Funds (which shall be forfeited by you) and in certain cases, in fulfilment of our regulatory and legal obligations, block access to All Funds until we are directed on how to proceed by the authorities. We will not be liable for any loss or damage which you or any other player may incur as a result of any of the behaviour outlined in paragraph 11.1 above and any action we take in respect of the same will be at our sole discretion.

I asked them again to specify the rule they think I broke and they just responded:

As mentioned in our previous communication, the account was closed at the network's discretion, meaning no additional information will be provided in the matter.

I just casually played the bonus I thought was a good deal to try, and now they are saying I broke these rules, which I didn't. I played almost a month ago and I wish I got the money I should have had a long time ago. I have a screenshot of my withdraw.

Read the casino review

4 Responses