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Frustration will hardly describe the feelings of an online punter who won Euro 77,000 - Euro 32,000 in one jackpot - but claims that his account balance has been seized without explanation by management at the Rival-powered online casino operation Balzac Casino.com.
Exacerbating the issue is a singular lack of communication with either the player or his authorised mediator at the Casinomeister player services and information site.
The player tried repeatedly over a period of several months to get a response to the confiscation of his winnings but was allegedly ignored by the casino, which has been online since mid-2011 and is licensed by the Netherlands Antilles.
Frustrated by the failure of the casino to respond to his questions regarding the apparent confiscation of such a significant sum, the player at last turned to the Casinomeister complaints service, authorising the manager to act as his mediator, who reported this week:
"We submitted the details to the casino several times without reply. When they were warned that the next step would be a public statement regarding their mismanagement of the player's case they finally responded saying: 'Very sorry, can't imagine what happened to your previous emails'.
"In this response they said 'we have not received all the requested documents' and that they had no problem paying the player once those documents -- which they described in detail -- were received.
"I passed this on to the player, within a week he had provided them to the casino and ... nothing, no response at all.
"For the next several weeks I tried time and again to get a statement from the casino regarding the status of the player's payments: nothing.
"Finally the player reported that the casino had simply removed the player's current balance -- including a recent deposit -- and left the account at zero.
"Warning: Balzac Casino is confiscating player winnings and deposits without warning or explanation, ignoring player complaints."
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