The player from British Columbia had had an issue with Betador Casino, which had allowed them to play despite their living in a restricted country. After meeting the wager requirements, the player tried to withdraw their winnings, but the casino suspended their account due to their location. The player had requested a refund of their 0.5 eth initial deposit. The player had been in contact with the casino's support three days prior and their account had been suspended a week ago. They had also contacted the licensing authority. The casino had reached out to the player and issued the refund. The issue had then been marked as resolved.
Betador Casino - Player in restricted country struggles with suspended account.
Amount: Ξ0.5
Betador Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Casino let me play even though I was playing from a restricted country. I ended up playing enough for the 1x wager requirements and when I tried to withdraw, they said I was playing from a restricted account and suspended my account. I have opened a ticket and no answer yet. I just want my initial deposit amount back of 0.5 eth and will be more than glad to forfeit my winnings.
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3 months ago
Dear altrine,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betador Casino.
Our position on allowing players from restricted countries to deposit and play is explained in our Fair Gambling Codex here: 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."
I checked the casino website and there is no option to enter the country when creating a casino account or filling out the casino profile.
The restricted countries are purely mentioned in the terms and conditions:
"3.5 We do not intend for anyone to use the Online Casino/Sportsbook and/or the Website where such use is illegal. The availability of the Online Casino/Sportsbook and/or the Website does not constitute an offer or invitation by us to use the Online Casino/Sportsbook in any place in which such use is illegal. We don’t offer our services to residents from following country or territory: U.S.A., CANADA, HONG KONG, JAPAN, S.A.R., PHILIPPINES, NORWAY, IRELAND, BRAZIL, HUNGARY, NETHERLANDS, ARMENIA, KAZAKHSTAN and SPAIN."
When was the last time you were in contact with casino support and when was your account blocked?
If you have saved any correspondence with the casino please forward it to my email at tomas@casino.guru
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
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3 months ago
I opened a ticket around 3 days ago and the live chat agent said they would help me resolve it but I have not heard from them since.
My account was suspended around a week ago after I had tried to KYC and and had been rejected. They told me to contact support but all I got was that I was not allowed to play on their site but no mention of any refund for my deposits.
I had not filled in my profile before playing any casino games as I was using it for sportsbetting.
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3 months ago
Hi,
I have contacted the licensing authority. Is it possible to put this thread on hold for now?
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2 months ago
We'll mark the complaint as waiting for regulator's decision, but before we do, please forward me the correspondence between you and the casino regarding the issue and also forward your complaint request you sent to the casino's authority first, please.
Send the information to my email at tomas@casino.guru
I apologize for the inconvenience.
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2 months ago
Dear altrine,
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.
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2 months ago
The Betador team has reached out and provided me with my refund. Thanks for the help!
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2 months ago
Dear altrine,
I'm glad to hear that the casino issued a refund. 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
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