Paradise 8 Casino - 플레이어의 상금은 몰수됩니다.

Hello,

I recently played at Paradise 8 Casino, deposited £1,000, and fairly won £3,500 on European Roulette. My total balance, including a £2,500 bonus, was around £7,000. On 29 January 2025, the casino contacted me, stating that my account was flagged for fraud and instructed me to cash out the remaining balance. They informed me that £1,000 would be refunded to my wallet, and the rest of my winnings were confiscated without providing any specific reasons or evidence of wrongdoing.

I promptly replied to their email, requesting clarification on:

• The exact reason my winnings were confiscated
• Which specific rules I allegedly violated
• And any evidence of fraudulent activity related to my account.

Despite my follow-up, I received no response from the casino. They did refund the £1,000 as promised, but I strongly believe this treatment is unfair because I genuinely won through standard gameplay, without engaging in any fraudulent activity or violating any rules to my knowledge.

After this experience, I researched the casino and discovered that Paradise 8 has poor ratings on multiple review sites, including Casino Guru. Unfortunately, I didn’t do this research before depositing. I understand that this casino is not licensed by the UK Gambling Commission. Many UKGC-licensed casinos impose strict deposit limits, which is why I opted for Paradise 8, as I wanted to deposit a larger amount.

I’m also wondering if this issue could be related to the fact that I had self-excluded from a UKGC-licensed casino about 5 years ago, during a time when I wasn’t financially stable. However, I now have a stable job and income, have made significant profits from Bitcoin investments, and can comfortably afford recreational gambling. If this self-exclusion was the reason for my winnings being withheld, the casino should have blocked my deposit from the start—not allowed me to play, win, and then confiscate my balance.

Another concern is the 250% "NO WAGER" bonus I claimed, which seemed like a great offer. Only after this incident did I notice the 10x win cap in the terms and conditions, but my winnings were well within this limit. The promotional page states "no wagering," but the terms clarify that the bonus is removed upon withdrawal, which feels misleading—essentially like playing in free mode while risking real money.

I’ve also read on gambling forums that casinos sometimes confiscate winnings if large bets are placed or if players wager on live casino games while using a bonus. If this was the issue, it should have been clearly stated on the promotions page, where key terms are visible, but I didn’t find any mention of such restrictions anywhere within their terms.

I understand that Paradise 8 is licensed in Curacao, and I’ve heard it can be challenging to resolve disputes through their regulatory authority. However, I’ve seen that Casino Guru has successfully resolved complaints from other players, which gives me hope.

• Can you assist me in recovering my confiscated winnings?
• Do you think there’s a realistic chance of success?
• If not, what steps would you recommend I take next?

Additionally, I’d like to continue gambling at reputable casinos, but I want to avoid facing similar issues in the future. Did I make a mistake choosing this casino, or was there something I unknowingly did wrong?

Lastly, the casino stated in their email that they’re willing to share proof with a third party. Could Casino Guru act as that third party, or could you advise me on who else I should contact if needed?

Thank you in advance for your support—I truly appreciate your assistance with this matter.

Best regards,

Miroslav

Dear Mirek.Sazkar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, at this point, I am unable to answer all your questions as we need to gather more information and maybe even get in touch with the casino.

So, please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you accumulated your winnings with an active bonus?
• Did you pass the verification before you lost access to the account?
• Could you please clarify when exactly you created your account and if you made any other deposits before the one you mentioned in the message?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Kristina,

Thank you very much for your prompt response and for taking the time to assist me with my complaint. I appreciate your support and will gladly provide the details you requested to help clarify the situation.

Do I understand correctly that you accumulated your winnings with an active bonus?

Yes, I was playing with an active bonus. I received a bonus of approximately £2,500, which was promoted as a "no wager bonus," meaning it did not come with any wagering requirements. However, after receiving the casino's email, I carefully reviewed the bonus terms and found a clause stating: "All bonus money will be removed at the point of cash out. Bonus money is money that can be used to help generate winnings but cannot be withdrawn as part of the winnings." Based on this, I now understand that even though the bonus was labeled as "no wager," it would still be removed from my account upon withdrawal. Additionally, my very first bet on European Roulette resulted in a win, which means the outcome would have been the same even if I hadn’t used this bonus.

Did you pass the verification before you lost access to the account?

I have not completed any verification procedures, such as submitting an ID, proof of address, or similar documents. I was neither asked nor provided with any instructions to verify my account. I can still log in to my account, but my winnings are no longer there, as they were confiscated following the casino's decision.

Could you please clarify when exactly you created your account and if you made any other deposits before the one you mentioned in the message?

I believe I created my account on 21 January 2025, as this is the date I received the welcome email from Paradise 8 Casino. I have not made any other deposits; the deposit I mentioned in my initial message was my first and only deposit with the casino.

If you require any additional information or specific details to assist with this case, please do not hesitate to reach out. I am more than happy to provide anything needed to help resolve this issue.

Thank you once again for your support—I truly appreciate your assistance.

Best regards,

Miroslav

Thank you very much for your reply, Mirek.Sazkar. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Kristina,

I have now forwarded all relevant email communications between myself and Paradise 8 Casino to the provided email address. This includes my welcome email, the fraud accusation email, my response requesting clarification (which was unanswered), and one promotional email as proof that the casino continued sending offers after my account creation.

Please let me know if you have received everything and if anything else is needed from my side. Thank you again for your assistance in resolving this matter.

Best regards,

Miroslav

Thank you very much, Mirek.Sazkar, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Mirek.Sazkar,

I'm Michal, and I have taken over your complaint. I have reviewed your case and you have touched on multiple points that can indeed be a factor in the casino team's decision, but this, ideally, needs to be addressed by the casino team. While we have successfully assisted some players with their concerns regarding Paradise 8 Casino, the outcome can vary based on individual circumstances, and I cannot guarantee a resolution for your case. Nonetheless, I will reach out to the casino to gather more information and explore how I might assist you further.

We would like to invite Paradise 8 Casino to join the conversation.

Dear Paradise 8 Casino,  

Can you please provide clarification regarding the specific fraudulent activity you have attributed to the player? Additionally, please forward any evidence of your rule violations to me at michal.k@casino.guru

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.

Hello everyone,

We hope this finds you well.

Although this was the first deposit for this customer on this current platform, he is by now well known and flagged in sister sites sharing games by providers such as Rival and Instanet as an unwanted customer, which we do not want deposits from (due to suspicious patterns and activity, and documents that could very well be edited). 

Therefore, 10 minutes after the deposit went in, and before the customer could even complete his 1x bonus wagering, we were alerted by an agent of ours and decided to return his deposit to him, signing it with an official email on the spot. This has nothing to do with whether winnings were generated from the unwanted deposit or not (as we are also not giving a chance for the customer to play his balance and potentially lose it).

Since the customer is blocked from depositing on other sister sites, which made him resort to Paradise8, he should know that any deposit he should succeed to make and bypass to play on games by the providers mentioned, will potentially be voided and returned to him as soon as possible, regardless of the outcome of either losing it or not. 

Best,

Paradise8 Support

Hi,

Thank you for your response. However, I must challenge several points, as they contain inconsistencies that unfairly justify the confiscation of my winnings.

1. The Claim That I Am "Well Known and Flagged" on Sister Sites

You stated that I am "flagged" on sister sites. Based on the information on Casino Guru, there are three sister sites, including DaVincis Gold and Cocoa Casino. However:

• I never received any restriction, warning, or communication that I was "unwanted."
• I continued receiving promotional offers from Cocoa Casino, DaVincis Gold, and even Paradise 8.
• I received a personalized welcome email from a Club Account Manager at Paradise 8 after signing up.

If I were truly excluded, I would have expected:

• A block on my registration or deposits, not a confiscation after winning.
• A refund of my deposit before I played, not after I won.

Since none of this happened, I had no reason to believe I was not welcome.

2. The Claim That My Deposit Was "Blocked in 10 Minutes"

You claimed my deposit was blocked 10 minutes after it was made. This is factually incorrect, and I have screenshots proving:

• My deposit was made at 09:51.
• My big win of £3,500 happened at 10:04.
• I continued playing until 10:31—45 minutes after depositing, proving I was not blocked.
• I requested a withdrawal of £500 before receiving any warning.
• The email flagging "suspicious activity" was received at 16:37 (likely 10:37 casino time), shortly after my withdrawal request.

This contradicts your claim that my deposit was "blocked immediately" and suggests my account was only flagged after I won.

3. The "No Wager Bonus" and Wagering Requirement

The bonus I received was labeled as a "NO WAGER BONUS." However:

• If a 1x wagering condition applied, this should have been clearly stated.
• My gameplay history shows I wagered approx. £3,500 after receiving a £2,500 bonus, meaning I met any implied 1x playthrough.

If a casino offers a "NO WAGER BONUS" but enforces wagering requirements, that is misleading.

4. The Allegation of "Suspicious Patterns and Activity"

Your response vaguely mentions "suspicious patterns and activity" but does not specify what was flagged.

• What specific actions violated your terms? Large bets? Game selection?
• Why was I not informed earlier?
• If large bets were an issue, they should have been blocked rather than allowed and later penalized.

A vague "suspicious activity" claim with no supporting evidence is not a valid reason to confiscate winnings.

5. The Mention of "Documents That Could Be Edited"

Your response mentions "documents that could be edited," yet:

• I was never asked to submit verification documents to Paradise 8.
• If there is suspicion regarding documents at another casino, it is irrelevant to this case unless proven otherwise.
• If you believe I submitted fraudulent documents, I demand specific proof, and I am happy to provide further verification.

6. The Issue of Treating Winners and Losers Differently

You claim my deposit was refunded because you did not want me to play. However:

• Were deposits refunded to losing players flagged the same way?
• If this policy only applies when a player wins, that is an unfair practice.
• A fair approach would have been to block my deposit before playing, not after winning.

Conclusion & Next Steps

Your response does not justify why my winnings were confiscated, nor does it explain the contradictions in your statements. I formally request the reinstatement of my winnings (£3,500) or a transparent explanation supported by evidence.

If the casino refuses to pay, I will:

✅ Escalate this case to gambling regulators, forums, and consumer protection agencies.

✅ Share my experience publicly to warn others of these practices.

✅ Pursue any other available actions that players could use against unfair pracitces.

I request a final response addressing these issues in detail. If no satisfactory resolution is provided, I will proceed with further actions.

Best regards,

Miroslav

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.

Hi everyone,

We are including here a screenshot from within the general system of all our sister websites. We covered the user's info to protect his privacy. Please note that 'NWH' stands for 'Not Wanted Here'.

A very important thing to note is that this user did receive payouts from sister casinos in the past, despite increasing fraud suspicions, to avoid entering further disputes. After the full amounts were paid, the management decided the customer will be considered NWH on all platforms, which means that he will be blocked from depositing. If the customer manages to bypass the restrictions (different IPs / username / a Bitcoin deposit which can't be blacklisted like a credit card), their deposit is to be refunded as soon as possible, regardless of the outcome. 

This is an extremely rare case of an unwanted customer who couldn't get through the door and forced himself through the window, and due to past experience, the management is not willing to accept his deposits any longer. If this was an actual tactic as insinuated, you would have seen many more similar complaints such as this, but there are none.

Due to sister casinos already paying this customer in the past, despite having sufficient reasons to hold funds, this is the final decision, and a notification was sent to the user as soon as possible, as well as the refund. 

This is the absolute best the customer could get from us.

All the best,

Paradise8 Support

Dear Michal and Paradise8 casino,

Thank you for your reply and assistting with this case. I would like to address the points raised by Paradise 8 Casino and provide additional clarification:

"Not Wanted Here" (NWH) Status:

While the casino claims I was flagged as NWH across sister sites, I was never informed of this status.

I continued receiving promotional emails and offers from Paradise 8 and other sister casinos, which contradicts their claim that I was "unwanted."

If I had been informed of my NWH status, I would not have played at Paradise 8. The lack of communication on their part is unfair and misleading.

Deposit Blocking:

The casino states my deposit was blocked within 10 minutes, yet I played for 45 minutes after depositing, placed bets, won £3,500, and even requested a withdrawal before receiving any notification (I can provide deposit and bet history screenshots as well as the "fraud email" screenshot with times if required to support this).

This timeline suggests my account was only flagged after I won, which raises questions about the fairness of their actions.

Allegations of Fraud or Edited Documents:

The casino vaguely refers to "suspicious patterns" and "edited documents" but has not provided any specific evidence or examples to support these claims.

As I already stated in my previous reply, I have never submitted false documentation and am willing to provide further verification if required.

Fair Treatment of Players:

The casino claims deposits from flagged players are refunded regardless of outcomes, yet this policy seems inconsistently applied. Were there any losing players flagged as NWH also refunded after gameplay? If there is a proof of such cases, it might be considered somewhat fair, although I believe blocking deposits before gameplay is fair; confiscating winnings after allowing play is not. There should be measures in place to block play for NWH at all sister casinos (I did have a different username at Paradise8, but all the other details I submitted at registration were the same as in sister casinos, so the casino must have known it was me).

Conclusion:

I believe my winnings were confiscated unfairly based on vague accusations and inconsistencies in the casino's actions and policies. I respectfully request:

1) A detailed explanation supported by evidence regarding why my winnings were confiscated.

2) Reinstatement of my winnings (£3,500) if no valid justification can be provided.

If the casino cannot provide a satisfactory resolution, I will escalate this matter further through regulatory authorities, forums, and consumer protection channels to ensure fair treatment for myself and other players facing similar issues.

Thank you for your continued support in resolving this matter.

Best regards,

Miroslav

Thank you all for your responses.

This case turned out to be much more complex. I recognize some valid arguments from both sides. Allow me to share my thoughts.

While I acknowledge that any casino can close and exclude any player from providing their service at basically any point, however, all financial obligations must be fulfilled before taking this step.

If a player, despite their account being closed in a certain casino, opens another account with a bit different details (maybe to overcome the initial recognition), the casino is in such a case justified to confiscate any winnings, return the deposits, and close the account. Should the casino team choose to impose a permanent ban on the player within their casino group, that decision rests entirely with them.

On the other hand, if a player is banned from an entire group of casinos, it is essential that this information is communicated clearly to the player. While the information about sister casinos can be relatively easily found on the internet for most casino groups, this is not always available for all casino groups. Therefore, it is reasonable to expect the casino team to provide this information directly and clearly to the player.

If the player, despite this knowledge, opens an account in any casino within the same group even with a bit different details, the casino team is within their right to confiscate any winnings, return the deposits, and close the account; however, as mentioned, information that a certain player is not welcomed in certain casinos must be clearly communicated beforehand.

As previously noted, the player has been flagged for "suspicious patterns and activity and documents that could potentially be altered" in affiliated casinos. If this situation applies here as well, I respectfully request that the Paradise8 Team provide the relevant evidence to me at michal.k@casino.guru.

Should the player have successfully registered at Paradise8 Casino without any limitations and without their knowledge that they are not welcomed there, deposited real funds, and won in accordance with the standard rules and bonus conditions, has passed (or will pass) the standard KYC and AML process, it does not seem fair to withhold the disputed winnings. The account may be closed, and the player can be banned from the SSC Entertainment NV Casino Group, as they have now been made aware that they are "Not Wanted Here" (NWH). Consequently, if the player opens an account at any SSC Entertainment NV group casino in the future, the casino team may take the appropriate actions as previously outlined.

Dear Paradise8 Team,

I'll be waiting for your email with the requested information and evidence.

Hello everyone,

A screenshot proof showing he is "NWH" ( no wanted here) - was attached to our last reply.

We will discuss this matter internally once again and will reply here shortly.

Thanks,

All the best,

Paradise8 Support

Hello everyone.

After discussing internally we have decided to offer the following compremise to the player, and hopefully we can put this whole matter behind this:

We will pay the player with $2000, in increments of $500 every week.

That is the best and absolute maximum we are able to offer at this point.

If the player would like to continue with this offer, he should please confirm it here in the thread along with emailing us with his preferable method for the withdrawal (crypto or wire).

We hope this leave some good taste and shows we due understand the situation and respect the forum and the player equally.

Thanks,

All the best,

Paradise8 Support

Hello,

Thank you for offering a compromise to resolve this dispute. While I still do not believe this outcome is entirely fair given the circumstances, I am willing to accept the $2,000 settlement as a resolution.

To confirm, I agree to the following terms:

-The payment will be made in full via weekly installments of $500, as stated in your offer.

-If the payments are completed fully and promptly as agreed, I will not escalate this issue further or share it elsewhere.

I will confirm receipt of each $500 installment here on Casino Guru to ensure the timer does not expire, and once I have received the full $2,000, I will mark this dispute as resolved.

I will also email you shortly with my preferred payment details to facilitate the process.

Thank you for your cooperation, and I hope we can close this matter amicably.

Best regards,

Miroslav

Thank you all for your responses.

Given the current circumstances, I believe the offer from the Paradise 8 Team appears to be fair and balanced. I’m pleased that we were able to reach a reasonable consensus that works well for both parties.

Dear Mirek Sazkar,

I will maintain this case open to monitor the payout as per the agreed timeline. I am hopeful that everything will proceed smoothly, allowing us to eventually close this case as resolved.

Dear Michal,

Thank you for your assessment that the offer from the Paradise 8 Team appears fair and balanced. I also appreciate your efforts in assisting with the resolution of this case.

I will provide updates here as I receive each payment.

Best regards,

Miroslav

Dear Michal and Paradise8 Casino,

I would like to confirm that I have received the first installment of 500. I appreciate the prompt processing of the payment as per our agreement.

As per the arrangement, a remaining balance of 1,500 is still to be paid in weekly installments, expected to be paid weekly, likely on Sundays. I will continue to provide updates here as each payment is received.

Thank you for your ongoing assistance in monitoring this matter.

Best regards,

Miroslav

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.

Just to clarify, it was agreed with the casino to pay in weekly installments of £500 on Sundays. First was received and the next three installments are expected on 23.3., 30.3. and 6.4. so you can extend the timer until then and I will confirm after I've received each installment.

Thank you,

Miroslav

Hey everyone

Michal - last reply by the player was not a complaint but a confirmation the first 500 sent actually arrived.

The rest will be sent as we go as per agreement with the player.

Thanks

Dear all,

I appreciate your replies. It's reassuring to know that the payouts are being processed as previously agreed. Please ignore my earlier message, as it was generated automatically. I will go ahead and set the timer on the player and will wait for their confirmation regarding the next scheduled payment.

Just to confirm, I received the second £500 payment today as agreed. There is now £1,000 remaining, which is expected to be paid in two further installments over the next two Sundays.

If it’s preferable, I’m happy to wait with any further replies until the full amount has been received, so the system doesn’t prompt Paradise 8 for updates or set it automatically as unanswered, etc.

Thank you,

Miroslav

Dear Mirek.Sazkar,

Thank you for the update. I will set the timer to 14 days, by which you should receive all the agreed funds. I believe there is no requirement for further communication from either side, provided that everything proceeds as expected and only your final confirmation upon receiving the last amount will be adequate. Once that is completed, I will proceed to close this case accordingly.

Dear Michal,

I’d like to confirm that I’ve now received the final £500 installment today, bringing the total to £2,000 as agreed.

Thank you once again for your assistance throughout the process. From my side, the matter is now fully resolved, and I’m happy for the case to be officially closed.

Best regards,

Miroslav

Dear Mirek.Sazkar,

Thank you for the confirmation. I'm glad that our involvement played a role in resolving the situation and that you have successfully received the agreed-upon funds. I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru