Prive Casino - Рахунок гравця закривається, а виграш конфіскується.

Hello Guru Team,

I’m writing to report an issue with an online casino that has treated me unfairly. I recently made my first deposit and played using the deposit bonus, exclusively on eligible slot games and within the correct bet sizes. My account was never verified as the casino does not have a verification section at casino to upload documents, nor did they request any documents from me.

After completing the bonus requirements, I initiated a withdrawal of my winnings on 17/10/24. However, today I received the following email from the casino:

"Dear Alla,

Hope this email finds you well.

Upon reviewing your account, I've noticed that you breached our terms and conditions and, unfortunately, we cannot provide you with future service.

Additionally, I've taken the initiative to permanently ban your account and blacklist your email address to prevent any further discrepancies.

Furthermore, your phone number has been removed from our system, ensuring that you will no longer receive promotional SMS messages. To unsubscribe from promotional emails, please use the unsubscribe button located at the bottom of the promotional email.

We are sorry for this situation and wish you all the best in the future.

Best regards,

Tom"

 They have seized my winnings, including my initial deposit, without any clear explanation or proof of how I breached their terms.

 Please help me understand what’s happening and how I can resolve this.

 Thank you for your assistance.

 Best regards,

 Alla

Hello allaskaya1968,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Prive Casino. Please allow me to ask you a few more question before we would move forward.

• Have you ever been self-excluded in any online casinos?
• Did they mention anything regarding the refund of your deposited funds?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi,

I never been selfe exluded. 

Prive Casino did not mention anything about a refund of my deposit.

Additionally, I would like to note that the casino requested a list of documents for verification on October 17, 2024, and I submitted all the required documents via email on the same day. For the next five days, I sent follow-up emails to the casino asking for updates regarding the status of my withdrawal and the verification process. The last time I contacted them was on October 20, 2024, specifically to inquire about the withdrawal update.

Hello allaskaya1968,

Can you please advise when exactly did they close your account? Didn't they mention anything regarding the refund of your deposits?

If possible, please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Looking forward to your response.

Regards,

Nick

Hello,

My account was closed on 21.10.24. They did not mention about refund. I have forwarded you my correspondence with casino.

Best regards,

Alla

Hello allaskaya1968 and thank you for all the information provided. To further clarify the situation with the casino, I will be forwarding your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you allaskaya1968 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Prive Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

Dear Alla,

Thank you for bringing your concerns to our attention. We understand how upsetting it must be to have your account banned and your winnings seized, and we apologise for any confusion and frustration this may have caused.

Upon reviewing your case, I would like to provide you with some clarity regarding the decision made by our team. It appears that your account was flagged for breaching our Terms and Conditions. 

Section 7.6: This rule states that gaming with active bonuses is restricted on specific slot games, such as Jumping Fruits. Our review also noted gameplay patterns that may have involved restricted slots while using an active bonus.

Please know that our actions are always guided by the need to uphold fair and secure gaming practices for all our members. Nevertheless, we understand your frustration and the importance of clear communication. To show our good faith and commitment to fairness, we have refunded your initial deposit of €100 euros. The funds have already been processed and sent to your payment account.

We have done everything possible within our guidelines to address your case. We encourage all our players to carefully review our Terms and Conditions to ensure compliance and to prevent any future misunderstandings.

We truly appreciate your understanding and patience.

Best regards,

Prive Casino Team

The behavior of this casino is quite strange. First, I always check the list of prohibited games before playing with a bonus, and I’m confident that when I played at the casino (nearly a month ago), Jumping Fruits was not on that list. I would also expect that, if the game were restricted, it would have been unavailable for me to access.

Second, I’d like to point out that the casino initially requested all my documents and verified my account before later sending me an email regarding this issue. This is the text of the email:

///Upon reviewing your account, I've noticed that you breached our terms and conditions and unfortunately, we cannot provide you with future service.

 Additionally, I've taken the initiative to permanently ban your account and blacklist your email address to prevent any further discrepancies.

 Furthermore, your phone number has been removed from our system, ensuring that you will no longer receive promotional SMS messages. To unsubscribe from promotional emails, please use the unsubscribe button located at the bottom of the promotional email.///

 Isn’t this an odd response for someone who allegedly played a restricted game? Furthermore, it seems they never intended to return my deposit promptly; they only refunded it a couple of days ago—almost three weeks after closing my account and after I filed a complaint on this forum.

All of this suggests that the "wrong game played" claim was a convenient excuse added afterward. I strongly suspect that Jumping Fruits was added to the list of prohibited games after I had already played it. I will try to get screenshots to prove it.

As I mentioned earlier, I did some research, and here’s what I found. First, take a look at Screenshot "A." It contains a snapshot of the Terms and Conditions as they currently appear on the casino’s website. These terms include a lengthy list of prohibited slots, with the last update clearly dated March 13, 2024.

Next, I used the Wayback Machine to access an archived version of the site and captured Screenshot "B" and "C". This screenshot shows the list of prohibited slots as of October 3, 2024. And—surprise, surprise—Jumping Fruits slot is nowhere to be found on that list.

It appears my suspicions were well-founded. (Please see 3 attached files for reference.) Also, I attach a link where Privecasino Terms and Conditions can be viewed the way they were peresented on their website on 3 of October 2024.

https://web.archive.org/web/20241003201851/https://privecasino.com/terms

Thank you to the both parties for the update.

Going from what the casino shared first, according to our Fair Gambling Codex, we believe excluded games restrictions should be implemented through software means but if it's not possible the casino should at least make the effort to warn the player during gameplay with a pop-up for example to prevent situations like this. But seeing as this has been added retroactively to the terms and conditions this situation has gotten a lot more complicated.

Dear Prive Casino representative, can you explain why this change has occurred? All changes in terms and conditions should be announced to the players through the platform and email and if there is a change the date at the end of the terms should also be updated. I would appreciate a clarification on the situation. Thank you in advance!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear allaskaya1968, as we have not received any new information about the complaint and as the timer has run out I am forced to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter