Belabet Casino - Player's winnings are canceled and has no support response.

Hello, I made a deposit for an increased welcome bonus that was sent to my email, successfully wagered it, and had a little over 40,000 RUB in my balance. I uploaded documents for verification and requested a payout (40,046 RUB). However, after a few hours, my payout was cancelled, and all my winnings were annulled. I was only left with my original deposit of 5,520.19 RUB.

I did not find my country on the prohibited list, and I also did not exceed the maximum bet for wagering, as I only played slots. I cannot get in touch with support. There is a live chat button on the website, but it does not work. I have tried reaching them via email as well, but there is no response.

Dear whenty,

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

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

• Have you completed account verification?
• Have you made any previous deposits in the casino, or have you activated any other bonuses in the casino previously?
• Could you please share your attempts to reach casino support with me? 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

Hello, I uploaded documents for verification, they are still being verified, the support service via chat does not work, I wrote to the mail, they did not answer me, I have not made deposits to this casino before

Have you received any explanation from the casino since your last post, please?

Hello, I did not receive any explanations or answers from the casino, I even found a way to open their live chat, but I did not receive an answer there either

Dear whenty, we have recently launched the site and are experiencing some difficulties with the chat and the ability to communicate with users. But we're going to fix it. There may also be problems with withdrawals, but we will resolve these promptly through Softswiss.

We regret to inform you of a decision made by the management of our casino that will affect a certain segment of our clientele - the difficult decision to restrict access to our casino for Russian citizens. We understand that this may cause inconvenience to some of our guests and we sincerely apologise for any inconvenience this may cause.

With effect from 12/06/2024 the following measures will be in place:

Account Suspension: All accounts registered with Russian identification will be temporarily suspended.

Access restrictions: Russian citizens will no longer be able to access our online platforms.

Refunds and Withdrawals: All funds currently held in suspended accounts will be available for withdrawal. Our customer support team will assist with this process to ensure it is as smooth as possible.

Please, withdraw your funds by 12/06/2024 

Do I understand correctly that you added a rule on the fly on the basis of which you confiscated all my winnings? When I registered, topped up and played, these rules were not there, I studied all the points before starting to play with you. It turns out that you are simply committing fraud. You can cancel any player's winnings at any time based on a new fictitious rule that came into force 5 minutes ago. I ask the administration of the casino guru to deservedly send this casino to the blacklist because, as I said above, when I registered, made a deposit and played, this rule was not in place, and I will ask the fraudulent office called belabet to answer a simple question, on the basis of which they were withdrawn all the money I won honestly? Here at the Guru casino, by the way, there is a situation very similar to mine, there a player from Brazil had all his winnings cancelled, only there the scammers from belabet came up with another incredible reason for not paying out honestly won funds, that’s all for me, I’m waiting for answers from the casino guru and from belabet

I am writing to address your recent concerns and to clarify some important points regarding our terms and conditions. It appears that there may have been a misunderstanding or oversight in the review of these terms and conditions which has caused some confusion. As I mentioned earlier, we have only recently launched our platform and, as with any new venture, some points may need to be reviewed and adjusted several times. Initially, we did not consider Russian players as potential users and, due to a technical error, they were not previously restricted. In addition, our rules did not allow us to restrict Russian players until the above changes had been implemented. 

I am writing to clarify a point regarding the use of our casino by Russian players. As stated in our terms and conditions, Russian players are restricted from using our casino services. However, due to technical reasons, these restrictions were not initially implemented correctly. However, in carefully reading and understanding these specific casino rules, it appears that there has been an oversight on your part.

At Belabet, we deeply respect the rules of confidentiality and prioritise the privacy of our users. As such, we do not publish screenshots or other materials that corroborate our statements, as this would violate our own rules and policies. However, please be assured that if CasinoGuru were to request confirmation of any information from us, we would have provided them with the necessary screenshots directly, in accordance with our confidentiality policy.

The situation with the 'player from Brazil' was completely different and unique. We sincerely regret what happened and have since taken steps to prevent this from happening again. Please be assured that we are committed to transparency and fairness in all our dealings. With regards to financial winnings, I would like to confirm that we do pay winnings to our players. Our commitment to providing a fair and enjoyable experience for all our users is paramount.

 I would like to clarify that in this situation we have provided Stefan at Casino Guru with screenshots that back up our words. Therefore, the statement you have made is not accurate. We have ensured that all necessary evidence has been shared with the appropriate parties to maintain transparency and uphold our commitments. We are committed to ensuring a smooth and fair experience for all our users and are actively working to resolve any issues that arise.

I repeat that at the time when I registered, made a deposit and played, there were no restrictions for players from my region in your rules, do you make up the rules as you please? Why did you even allow the possibility of making replenishments if you have so many problems and inaccuracies? As a player, I definitely shouldn’t be held responsible for this, I went to the site, looked at the rules, didn’t find my region in the prohibited ones, registered, made a deposit and won, in fact, you just stole my honestly won funds, that’s all. Dark spot for dama nv

thanks for the reply to both parties. I believe there is no need to refer to other complaints, as the issue seems to be different and unrelated.

Dear Belabet Casino,

Please refer me to our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries

It is not acceptable to let players gamble if a casino knows that they are from a restricted country and if the casino plans to refer to the rule about restricted countries whenever a player requests their first withdrawal. This is completely against the rules of fair play, as the casino is knowingly letting a player wager money without a chance to actually win something in return.

(...) Our recommendations for casinos

The right thing to do is to check for restricted countries during the account creation process, and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule.

If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules.

I'll await your reply.

I apologize for the incorrect comparison of complaints

Although we have some reservations and do not fully agree with all of the rules set forth by Casino Guru, we would like to emphasise our respect for your opinions and the policies you have established. We understand that these rules are in place to maintain the integrity and fairness of your platform, and we hold these values in high regard.

In light of our respect for Casino Guru and our desire to foster a cooperative relationship, we are willing to accept and abide by the terms and conditions as set forth. We believe that through mutual respect and understanding we can work together effectively and achieve our common goals.

Whenty, I am writing to inform you that we have successfully returned an amount of 34,525.81 RUB to your balance. Your total balance is now 40,046 RUB.

We kindly ask you to proceed with your withdrawal as soon as possible. If you encounter any problems or require assistance with the withdrawal process, please do not hesitate to contact us.

I received and successfully withdrawn my funds, the complaint is no longer relevant, thanks to the casino guru for help in resolving this issue

Dear whenty,

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 and Belabet Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru