arcanebet Reviews 166

Reply from arcanebet

Jan 31, 2022

Hi Daksheshkumar,

Thank you for posting a review on Trust Pilot.

It saddens us that we could not reach an understanding in our various interactions.

Due to your persistent abuse of our support staff, we've had to block our communications with you indefinitely. Therefore, we hope that our message on this platform will provide you with the clarity you need.

We use popular and regulatory-approved third-party providers to offer the casino games available on our website. This includes both Live casino and regular casino games on our website. We also do our best to cater to all player types - so we offer a massive variety of table games, card games, and slot games. Certified gambling auditors audit our games, and as such, we cannot control the outcomes of any of the games you've played. Any casino operating in this way is unlawful, and it would be a severe loss of reputation if they could control the outcome of games of chance. Maintaining our reputation as an honest and fair casino is pivotal to us.

While we have done our best to explain this to you in over 200+ chats, you've unfortunately not been able to accept that the nature of gambling is luck-based. This explanation may not mean much, as demonstrated by our previous interactions, so we want to alert you to the fact that in the 70+ different games you have played, your payout ratio has been 94,38%. To elaborate, of the wagers you've placed, 94,38% of the time, you received a payout.

Its never been in our best interest for you not to have a good experience with us. Giving our players the best experience is the essence of arcanebet. We even have the Hall of Fame displayed on our website to show how proud we are of our big winners. Our hope for your time with us was that you would have appeared on this list at some point. Unfortunately, this did not happen, and it was entirely out of our control to determine whether you would win the jackpot you desired.

Even so, we've done our best to resolve all of your queries, process your withdrawals rapidly, and give you special bonuses when you requested them and when they became available to you.

Lastly, we have an extremely rigid policy in place for account closure, and that is that when any player requests to have their account closed, it's done so immediately. We have closed and re-opened your account upon your request without offering any incentives to do so numerous times. We're disappointed to hear that your perspective for these requests is that we were trying to persuade you from closing the account. Going over the interactions we've had with you, we can't see how this was the case in these instances.

Nevertheless, we thank you for sharing your perspective, and we thank you for your time with us.

All the best.
Team arcanebet

Reply from arcanebet

Mar 23, 2021

Dear Giuseppe Cinelli,

We're really sorry for the unfortunate experience you claim to have had on our casino. We always do our best to put the player at the center of our entire activity. We think that you deserve an answer to your review, and maybe it will help you better understand everything that happened.

1. All the reviews we have on TrustPilot and AskGamblers come from real-life genuine players. This is why you can see the good ones, and the not-so good ones. Take for example your review. It's not the best feedback we've received, but it's still public and we're addressing it, because we value transparency and fairness the most.

2. When it comes to sports betting, the offering is made available through betting feeds. Unfortunately something went wrong in the Arsenal-feed and the game was indeed not available for live betting.

3. Regarding the loss of €200 that you mention: we think that anyone who reads your review deserves the full story. The €200 was built-up by benefiting from a bonus credited by the support team, that in theory you were no longer eligible for. However, we made it available, in order for you to have a second chance. It was €20 and you managed to build it up to €200 on low stakes. You then increased your bets significantly and did indeed go to lose it all quickly. It could have also resulted in a big win. Wins or losses are unknown beforehand, it is all determined by random luck, as all our slots are certified and proven-random by independent auditors.

4. About your request to close your account. We will never try to convince a player to come back when they make a request to close their account because we believe that your motives for doing so shouldn't be questioned, or discussed. If a player no longer wishes to use our services, we will close the account, no questions asked. It's their choice and we respect it.

5. Regarding the threats: it is correct that we will never give a bonus when a player says "if you do not give me a bonus, I will file a complaint and post bad things about you". We do not accept such behavior from our player, as it will create an unmanageable relationship.

We hope we've managed to answer all your complaints and we hope you'll find the best place for you to have fun.

Have a 5-star day!
Team arcanebet

Reply from arcanebet

Mar 3, 2021

We value every bit of feedback we receive from our players. We really appreciate that you’ve chosen to play at arcanebet, and congratulations on your winnings!

We’re happy that you’ve mentioned everything you like about our Sportsbook and that you have also provided feedback about the aspects we could improve. As you have experienced and mentioned in your review, it may happen that due to external reasons a bet gets voided, whether it has been won or lost. As much as we would love to control this aspect, it is managed by a third-party provider.

Our Team has passed your feedback on to them, which we believe would benefit our service and all other bookmakers who use the same.

Reply from arcanebet

Apr 16, 2020

Hi Antonios,

We would like to apologise for the drastic steps taken towards you during this process. From our end, we have to carry out the necessary due diligence when we feel our platform or systems are being abused. Sometimes it just happens that real customers are involved in these actions, alongside actual perpetrators. We try our best to ensure an unhindered experience when using our services, but there are people out there that are determined to take advantage of us, and we have a zero-tolerance policy towards them.

During our investigation into this matter, your account was indeed locked while we looked at all of the variables and factors internally. You graciously provided the required documentation and proof that you are, in fact, one of those who were just in the wrong place at the wrong time, and we have subsequently re-opened your account and given you access to the funds that are rightfully yours. You are free to transact on your account now however you deem fit, and we will never block transactions to customers that are due to them if they have accumulated those funds fair and square.

Concerning the bets in question, we take a firm standpoint on match-fixing and suspected match-fixing. As mentioned, we have a zero-tolerance policy towards abuse in any way shape or form, and subsequently have had to void all bets on the matches in question. All of your other transactions and bets remain valid and you can withdraw your rightful winnings at any stage. Our internal trading department identified these matches and took action appropriately, we cannot speak to how other bookmakers handled their business and will not take a weaker stance because they fail to take action on instances like this. Our internal controls are ones that we are not at liberty to divulge, for security purposes as well as compliance reasons. Rest assured when we do have to void bets for any reasons, we take all measures to ensure that we have investigated thoroughly. For any avoidance of doubt, if there is any indication whatsoever towards possible match-fixing, we would rather be firm and not honour bets placed on matches like this, they are a blight on the industry and we will not support them.

We will always endevour to honour bets placed on legitimate matches and throughout your stay with us, this has been the case. We are sorry that this has happened on this occasion, but we will not reverse the decision to void these matches I am afraid.

We hope that this response sheds some light on our standpoint and wish you the best for the rest of the week.

Kind regards
arcanebet