B7 Casino - Player's withdrawal is blocked due to playing from a restricted country.

On December 30th of the preceding year, I registered with B7Casino from the Netherlands and deposited €500. After successful gameplay on slot machines, my balance reached €27,639.44. However, upon attempting to withdraw my winnings, I faced several challenges, leading to a gross violation of fair gaming practices.

The casino initially requested verification of my identity, to which I complied promptly. Subsequently, they processed an initial withdrawal of €3,000 but blocked my access to the account, citing a breach of terms and conditions related to playing from the Netherlands. Despite assurances that the full amount would be processed within 1-5 days, my subsequent attempts to withdraw were met with resistance.

After contacting customer support, I was informed on January 31st that my refund request was declined based on the casino's terms and conditions. Furthermore, the evidence I've attached demonstrates that B7Casino continues to allow registrations, deposits, and gameplay from the Netherlands.

This unresolved matter has left me with no choice but to seek your intervention and assistance. I kindly request that you thoroughly investigate the practices of B7Casino, particularly concerning the treatment of players and adherence to established regulations.

Enclosed with this, you will find supporting documentation, and since I was only allowed to upload with a max of 5 MB, I did not enclose a video of me registering and playing but there is a detailed account of the events in screenshots.

I trust in your commitment to ensuring fair gaming practices and protecting the rights of players. Your prompt attention to this matter is greatly appreciated. I look forward to your response and a swift resolution to this issue.

Thank you for your time and consideration.

Best Regards, Bryan

Dear Bryceee,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with B7 Casino.

When trying to create a new account in the casino from the Netherlands I wasn't successful:

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

• Do I understand correctly the casino paid you a single withdrawal after you completed account verification?
• Were you able to access the casino all this time without the use of a VPN service?
• Was your casino profile filled with accurate personal information, including your country?

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

Hi Thomas,

Thanks for getting back to me so fast.

To answer your questions:

Do I understand correctly the casino paid you a single withdrawal after you completed account verification?

Yes, After I completed the verification of my ID they paid a withdrawal of €3000,-. Shortly after they also asked to verify my location, after which they locked my account.

Were you able to access the casino all this time without the use of a VPN service?

Yes, I registered from the Netherlands without a VPN. It is still possible when using mirror sites from affiliates. Only when you go directly to the website, they now have a geo block for the Netherlands.

Was your casino profile filled with accurate personal information, including your country?

Yes, all details are filled in correctly. Including my country and a (prefilled) +31 Dutch phone number.

This morning there was some development on their side asking me for my bank account credentials to process the funds to my account. I am waiting for a confirmation if we are talking about the full amount.

Thank you for a detailed explanation of the situation.

Has there been any progress regarding your winnings? Will the casino process the withdrawal of your winnings or not?

I'll await news from you.

Dear Bryceee,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Tomas,

Sorry for the late response. B7 paid in full and can close this ticket.

Thanks for your help!

Best, Bryan

Dear Bryceee,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru