All Right Casino - Player has succeeded in opening an account from a restricted country.

My account has been fully verified, and they let me deposit and play, but when it came to withdrawal all the problem started....firts they pushed me to open a Jeton account, an e wallet, saying that for some reason they cannot pay back to the card I had deposited with, I did it, then I have been told to wait for the jeton account to be verified, once I got that verified I contacted them again and they blocked my account cos I am from Italy.....now, if ur policy doesn't allow players with Italian citizenship, y didn't u block my account on the first place?

Anyhow, they still refuse to pay my winning.

Dear Fra130186,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://allrightcasino.com/en/rules:

"4.3. The Company does not allow to create an account and deposit money to the players that are citizens, reside, or are located in the following countries: United States, France, Netherlands, Italy, and the UK. This list can be updated by the Company without prior notice at any time. You agree that you will not create an account in the abovementioned jurisdictions. Otherwise, we will be forced to block your account. The Company decides about withdrawals from blocked accounts in accordance with unilateral provisions."

Since there is no possibility to register an account from a restricted country (see the screenshot below), I would like you to advise which country you have chosen when opening your account. Could you please forward your casino account details?

Additionally, could you please confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location when opening the account? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

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

Best regards,

Petronela

I didn't use any vpn, I also sent my proof of adress here in Malta and my Maltese ID, if u don't accept players with Italian citizenship, y my account wasn't blocked when I sent u the ID? Y u sent a mail, wich I can provide, that my account was fully verified? If I am fully verified, ofc I use the casino....and when I have tried to withdrawal, u blocked my account...now, maybe I misunderstood ur policy, I thought u didn't accept players from Italy, nit with Italian citizenship, but u went against all ethics letting me usw the casino and blocking me just when it came to withdrawal. That's y I think would be fare if u lay me my winnings.

Thanks

I’m sure you understand that I don’t work for All Right Casino, but as one of the Casino.Guru independent employees and professionals I am trying to help you to resolve your problem. 

Do I understand correctly that your permanent address is in Malta but your citizenship is Italian? You can forward any relevant communication or supporting evidence to petronela.k@casino.guru. Thank you very much in advance.

Sorry, I thought u were part of allright casino, yes, u understood correctlty, I sent u by mail my evidences.

Thanks

Thank you very much, Fra130186, for providing all the necessary information via email. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Fra130186,

I looked at your complaint as well as the additional information provided via e-mail. I’ll contact the casino and try my best to resolve the issue.

I would like to invite All Right Casino to join this conversation.

Dear All Right Casino team,

Could you please explain the reasoning behind your decision to block Fra130186’s gaming account and withhold his funds despite the fact that he had previously passed identity verification?

Hello dear All

The player created his account on 07.12.20. Account - Malta.

When checking the documents, we found out that Fra130186 is an Italian citizen.

The player's account has been blocked for violation of the rules of jurisdiction.

All Right Casino doesn't accept Italian citizens according to the rules - 4.3. The rule is prescribed by the requirements of the Curacao license.

Legislation and jurisdiction

4.3. The Company does not allow to create an account and deposit money to the players that are citizens, reside, or are located in the following countries: United States, France, Netherlands, Italy, and the UK. This list can be updated by the Company without prior notice at any time. You agree that you will not create an account in the abovementioned jurisdictions. Otherwise, we will be forced to block your account. The Company decides about withdrawals from blocked accounts in accordance with unilateral provisions.

Please note that when creating an account, the player confirmed that he had read our rules.

4.3 " ...You agree that you will not create an account in the abovementioned jurisdictions. Otherwise, we will be forced to block your account. The Company decides about withdrawals from blocked accounts in accordance with unilateral provisions."

The player made the last deposit on 09/07/2021. All deposits were made with Maltese and Irish cards.

10/07/2021 - documents were checked and citizenship was established.

We returned to the player the deposit of the last gaming session on the card * 6837 and blocked the account.

Best wishes,

All Right Casino Team

Thank you, All Right Casino team, for your reply. Please note that since Fra130186 entered all his personal details correctly when registering, we don’t consider this argument valid as this situation could have been easily avoided if during the registration process, in addition to the country of residence, players were asked to disclose their citizenship/nationality as well.

Moreover, the situation only happened because Fra130186 managed to win and wished to withdraw his winnings. In case he would not have won, the casino would still be free-rolling to get his money. That is simply unfair. We believe that once a player is allowed to play and risk their own funds, they should also be allowed to withdraw their winnings as long as they have played by the rules.

You can read more about our position on situations like this in our Fair gambling codex.

That being said, in case the casino does not pay the player his winnings, we will close this case as ‘Against fair gambling codex’.

Andrej, u so got the point.....if they blocked me right away I would have not said a word, what is freaking me out is the way the casino acted, they let me play on the first place then, when it came to withdrawal, they asked for my ID and proof of adress, after sending my ID, they shoul have blocked me, but they didn't......I got a mail, wich I can provide, that my ID was verified.

Next step, to delay my withdrawal and make play my winning, was to make me open a jeton account, is an E wallet, saying they could not pay me back on the card I used to deposit with, I did it and then I have been told to wait for the jeton account to be verified, when I sent the screenshot of the jeton account verified, since they run out of excuses, they blocked me.....all this show for just 200 euros.....and they call themselves a serious casino? Everyone has to know this story, and I will report them to the curacao gaming authority too.

And for the record, they didn't refund me and then blocked me....they blocked my account, then after several days of chatting with the agents the made a request of refund.....but I got just my deposit back. They also lie...🙄🙄🙄🙄

We don't consider this an argument in this specific situation. Since the rules are available on our website before registration. 

And we don't consider it permissible to ignore them. Confirming your desire to register on our site, the player confirmed that he accepts responsibility for his actions, he will follow them and will not illegally use our site. 

We cannot decide for the player whether to break the rules or not. 

The player knew that during verification, documents would be requested and he would need to verify his identity. 

In the contacts section, we indicated our mail, phone number and online chat. And we are always ready to answer all your questions. If you have any questions of interest, you can ask them before registration and after. 

Dear Andrej, we have rules - and we follow them. 

As you know, our site isn't available in prohibited countries. And when registering, players cannot select a prohibited country. Please note that the player knew about the rules and deliberately indicated a different country and confirmed the address. 

If for some reason the site is available to the player, the availability itself doesn't mean that we offer our services, by registering on the site the client confirms that he has read, agrees, and will not violate the conditions set out in the rules.

Best wishes,

All Right Casino Team

deliberately indicated a different country and confirmed the address.......my country of residence is Malta...and u accept players from Malta.....once again, y didn't u block me when u recieved my ID? Y rules must be respected just when I want to withdraw? Y u let me deposit and use my funds? Y u blocked my account and I had to beg for a refund? This is so unfair and against every ethics, I may loose my winnings but You will be reported everywhere.

Dear Fra130186

please provide a card statement * 6837 for July.

Best wishes,

All Right Casino Team

May I ask why u want that documents?

Thanks

You claim that you haven't received a refund to your card * 6837

Don't try that with me please.....if u scroll back u will clearly see what I said.....

U refunded me just my deposit, not my winnings, and u did it after days of chatting with ur agents.....not:

"We returned to the player the deposit of the last gaming session on the card * 6837 and blocked the account."

That is a lie, u didn't even want to refund me

My deposit, I have all the mails with the conversations.

Man, the more u write the worst ur reputation is getting....

Dear All Right Casino,

Fra130186 never stated he didn’t receive his deposits back, however, he complained about having to inquire about the issue to have them refunded.

Anyways, I believe in my previous reply I made it clear why we consider this situation unfair. I agree that players should always thoroughly read and understand the Terms and Conditions, but in Casino Guru, we also believe that creating a safe environment for players should be a priority for great online casinos.

Accepting funds from players that should not be allowed to play and then only in case they win, return their deposits is simply against fair gambling especially because situations like this can be very easily avoided.

We’d like to ask you to reconsider your decision in this case.

Dear Fra130186

Your gaming session has been canceled due to rule violations. Your account has been blocked, your deposit has been returned to you. 

This decision has been made finally. In this situation, you illegally used our site. 

Its availability or inaccessibility for some reason doesn't mean that we can provide you with our services, and you can violate the rules.

You have agreed that you will not create an account in the aforementioned jurisdictions. 

Otherwise, we will be forced to block your account. The Company decides about withdrawals from blocked accounts in accordance with unilateral provisions.

By indicating the country in which it is allowed to play - the player misled the casino and violated the rules, we don't consider it acceptable.

Best wishes,

All Right Casino Team

Yeah, Yeah, whatever, but u still didn't answer this question:

Y my account wasn't blocked after I sent u my ID? Y I have been sent a mail saying the I was fully verified?

I will give u the answer to that, cos for u was good that I was depositing funds and loosing it, and u let me do it, u started all the problems when I wanted to get my winnings, a very noble behaviour I would say, congratilations 😀😀, every one will see this conversation and they will draw the opportune conclusions....and believe me, I won't stop here.....thanks to the casino Guru for the support, u r great guys.

And for the record again, allright casino accepts people from Malta....

Dear all,

Unfortunately, as we did not reach a satisfactory conclusion, we will now close this complaint as 'Unresolved - Against fair gambling codex’.

I’m sorry, Fra130186, that I couldn’t be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.