Bet Swagger Casino - Player’s account blocked due to location.

I am contacting you because all attempts to reach an amicable agreement with Betswagger Casino have failed. First they promised me something and then they stopped replying to my e-mails. You are the last one that can help me.

I will briefly describe my problem. I registered at betswagger casino with a Polish IP, I did not use any VPN to change my IP. The website was normally available, there was no message that they did not accept players from Poland. I made a deposit using the LTC cryptocurrency, I deposited 18.17 LTC there, which is approximately €1,250. I played for a few days, earned some money, and made a withdrawal. After a few hours, they asked me to send documents to verify my identity. I did it. After a few hours, they blocked my account and wrote that they did not accept players from Poland. So I asked them to refund only my deposit (I don't want any more winnings). They asked me for my cryptocurrency address where to send my deposit back.

I sent them everything and there has been no contact for several weeks. I didn't get my money back. There has been no contact with them since October 20, 2023.

I have also filled a complaint to Curacao Antillephone N.V. complaints@gaminglicences.com but no answer since one month.

Dear tomoloko,

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

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

• When have you registered an account in the casino?
• When was the last time you were in contact with casino support and what did you discuss?
• Have you accumulated your winnings using a bonus?

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

Dear Tomas,

The acccount was registered on 28.09.2023. The last time when I was in contact with them was in October 2023. Even though they don't accept players from Poland, they asked me for my LTC (cryptocurrency) address to refund the funds. Since then, there has been no contact. I haven't activated/used any bonus for this casino.

Please check communication with them.

Thanks for your reply.

I checked the website and there is no indication that Poland is among restricted countries (no IP block, no mention in the terms and conditions of the website, Poland is a valid option when filling out your player's profile)

Consequently, we find the decision of the casino to confiscate your winnings, based on the reason given unjustified.

Unfortunately, the casino in the past indicated they won't cooperate in resolving public complaints with us, and per our policy, this means the complaint will be closed as unresolved, with a penalty to the casino's safety index. The only recourse I can recommend is to try to contact the casino's regulator authority which is Curaçao Antillephone. https://casino.guru/licensing-authorities/curacao-license-3

You can submit a complaint by contacting them here: complaints@gaminglicences.com

Before we close the complaint could you please respond to a few questions:

Could you please indicate how much were your winnings in the casino? Is there any record of these winnings you might share with us?

I'll await your reply.

Hi Tomas,

Unfortunately, I have already sent several emails to complaints@gaminglicences.com over the past 3 months and no one has responded. This institution does not help and does not respond at all. I don't understand why they issue licenses to fraudsters.

So I understand that we have to agree to cheat honest people? I don't want to give it to them.

Is there any general institution that checks them and can help me? Can the case be taken to court? Do you have any knowledge on this topic? Is there any option for you to represent me? I don't know anything about this at all.

I don't remember how much I won, not much, around €100-200.

I completely understand the frustration you are experiencing.

The most we can do is to close the complaint as unresolved at his stage with your complaint staying public.

For the reasons above, I will now close the complaint.

I hope this problem won't happen to you in the future.

Best regards,

Tomas