Hi everyone,
We’d like to clarify the background of this case so that the situation is fully understood.
The player in question made deposits totaling $1,520 on October 2nd and 3rd, played exclusively Blackjack Live (Pragmatic Play), and successfully withdrew $1,950 (that all went through instantly) during that same period.
Over the course of his play, he placed around 500 bets across various Pragmatic Blackjack tables.
Shortly after, we received an alert from Pragmatic Play Live. Based on their review of the player’s full gameplay history, they flagged the account for advantage play, specifically, card counting.
At that point, we blocked withdrawal access for the account while the matter was investigated further. He had around $1,000 left in his account at that time.
Here’s the relevant part of the official communication we received from Pragmatic Play’s fraud and risk team:
“Kindly note that the gameplay history and the overall activity of the players below has been thoroughly reviewed and we can confirm that they are showing signs of card counting:
User: ***49
User ID: **********394
According to our analysis on Blackjack games, these players are employing statistical models and card counting techniques to gain a theoretical advantage over the house. The players are only placing bets when they have a mathematical edge and are expected to generate winnings over the long run.
To be more precise, the players are wagering in advantageous situations when they have a mathematical advantage over the house.
Since the players are not playing the games for entertainment purpose we have blocked the accounts from all Pragmatic Play Live Casino games.
This is part of our ongoing security process improvements and commitment to faster response times.”
Only after realizing that withdrawals were blocked did the player start wagering on other games using the remaining balance that originated from the flagged gameplay.
In these cases, we’re required by both the provider and our license conditions to freeze related winnings that were obtained in a fraudulent way.
That said, we recognize that our communication during this process could have been clearer. The player should have been informed sooner about the restriction and the reason behind it, rather than discovering it after further play. We take responsibility for that delay and are already reviewing our internal procedures to improve future transparency.
The players account has been closed now. There will be no further comment from our side.
While we regret any inconvenience caused, our actions followed the provider’s official findings and our licensing obligations. We’ll make sure communication in such cases is handled more clearly going forward.
That is such bullshit I read your terms and NOWHERE is such a thing stated to be against the terms of service, so you make the rules up as you go to keep my money, I withdrew a total of $400 and you decided to keep $80k for you totally makes sense.
I did not break ANY of the ToS, the fact that pragmatic decided to ban me and winna just confiscates even my non Blackjack winnings is absurd.
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9.2 Game outcomes are determined by certified Random Number Generators (RNG). In the case of a dispute, the server data shall prevail.
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