747.live Casino - Player from Russia has account blocked post withdrawal request.

Good day, I want to speak about this company, I registered, made a deposit, made bets, lost, made another deposit, won a little, requested a withdrawal of funds and was immediately kicked out of my account when I tried to log into my account. the entry is written by the user is blocked, in the technical support chat they said that registration from my country is prohibited, I asked to return the winnings - refusal, asked to return the deposit, also a refusal, this is the highest form of swindlers, why was I allowed to register, make a deposit and place bets when I indicated everything during registration I don’t understand my data, but their rules state that when users are blocked, they pay out the winnings and prohibit further use of their site! Deposit total = $320, winnings $376, I beg you if there is an opportunity to somehow influence the resolution of this situation!

Dear morfeymal,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 747.live Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• Did you fill out your full address when registering an account in the casino, marking Russia as the country in the registration form?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Good afternoon, I registered on 04/27/2024 and was blocked on 05/03/2024. Immediately after registration, I indicated my full address of residence including the country of residence Russia, after filling in I proceeded to make a deposit and replenished my account with $120 in cryptocurrency, made bets on 27,28,29 and lost the deposit, on April 30, 2024 I made another deposit in the amount of 200 $ after placing bets until 05/03/2024, won $376 and requested a withdrawal of $150, after which I was simply kicked out of the account, and when I tried to log in, the "user blocked" window popped up. Technical support told me that they do not accept players from the Russian Federation, I asked why they didn’t tell me about this right away and didn’t allow me to register and place bets, they told me that the service does not accept immediately determine from which country the registration was made, they sent me a chat the point that the casino has the right to block users and pay out winnings at its discretion, after the request for payment was refused, then I asked to return at least the deposit for which the same refusal was received. Unfortunately, I did not save the screenshots of the correspondence with technical support, as I was very upset and discouraged by this behavior. They just take the money, casino 747 is opening in the Russian Federation, I didn’t use a VPN, so the conclusion is this if I continued to bet and lose and make deposits until I requested a withdrawal!

Thank you very much, morfeymal, for providing the necessary information. 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 morfeymal,

Although I understand your point and I can agree with you that ideally, every casino should have a feature implemented to not allow players from a non-allowed country to register and deposit money, or where certain local regulations limit this. We are advocating for this, unfortunately, this has not yet become an industry standard. That's why it is indeed the player's responsibility to make sure to read the terms and conditions. I have found this in the casino T&Cs

However, a fair approach from the casino would be to return your deposits.

I will contact the casino to see if I can help.

We would like to invite 747.live Casino to join the conversation.

Dear 747.live Casino,

Although I can agree that players should read the terms and conditions before they open their account to avoid situations like this, however, I have to mention that your casino is easily accessible from a Russian IP, and you even have Russia listed as one of the countries in the registration form, which is confusing for the players.

Why was the player's account not closed once they provided their residency details, or why was the player able to deposit when they opened their account from a prohibited country?

We would expect a quite good-rated casino to have measures in place to prevent situations like this.

I understand the player might not be entitled to the winnings, however, a fair resolution to this situation would be to return the deposit back to the player. Can you please consider this option?

Hello, I don’t expect to win, it would be nice to get my deposit back

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 morfeymal,

I wanted to provide a quick update. I've contacted the casino team regarding your situation. While they referenced their terms and conditions, which include Russia as one of the restricted countries, I'm currently discussing with them the possibility of returning your deposits. I will keep you informed of any progress we manage make in reaching a consensus.

Dear morfeymal,

I have sent you an email for further information and instructions from the casino team. Please follow the instructions and let me know once we can consider your complaint satisfactorily settled.

Good afternoon, thank you very much for the opportunity to return $100 from a deposit of $319, I understand that this is a mistake on my part, but it seemed to me that the company makes a regular withdrawal of money, if you lose, play, if you win, you will be kicked out instantly! Once again thank you for your help!

I think that the complaint can be called resolved, thank you to your team for achieving at least a partial refund of the deposit and this is better than nothing!

Dear morfeymal,

Thank you for your response. I fully understand that receiving only $100 of your $319 deposits is far from ideal, and ideally, the casino should have returned the entire deposited amount. However, given the circumstances, I hope you agree with me that this is still better than nothing.

As mentioned, we advocate for every casino to have systems in place to prevent players from non-allowed countries from registering and depositing money. Unfortunately, this has not yet become an industry standard. This is why it remains the player's responsibility.

Dear All,

After discussing this case with my colleagues, we've come to the following conclusion:

While we agree with the casino team that players should read and follow the terms and conditions before opening an account, in this particular case, the casino's website is accessible from a Russian IP, and Russia is listed as a country option in the registration form. This can be confusing for players.

As we strive to promote a safe gambling environment for both players and casinos, it is essential that every casino implements features to prevent players from restricted countries from registering and depositing money. Top casinos already have such features in place, which helps minimize situations like this.

We appreciate that the casino team has partially returned the player's deposit, but we believe that returning the full deposit would be the right approach. I have kindly requested that the casino team consider this option; however, this has not been taken into account. Therefore, we had to close this complaint as unresolved—against fair gambling.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints might encourage them to change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I recommend always checking the casino's terms and conditions to ensure your country is not one of the restricted ones. I am sorry I couldn't be of more help on this occasion.

Best regards,

Michal

Casino Guru