Betcoin.ag Casino - Player’s account has been closed.

Hello, My account was closed and they sad that i am fraud and my location is not true, but i got any proofs and can do video call/ skype call etc.. and they did not return my any money.

Dear Viktors,

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

I would like to ask you to confirm, that you haven’t used a VPN (Virtual Private Network), or any other IP masking software to alter your location, when opening or using the account.

Additionally, if there is any other relevant communication except the attached one, please forward it to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina, I can confirm that I don't have any VPN or PROXY software or applications and I can confirm that I didn't use any software to alter my location. Today betcoin send me this msg:

"Hello, people from Latvia do not use Latvian proxies to access Betcoin.

Since we don't allow VPN or proxy, you have already violated our terms

of service from your first login.

https://www.betcoin.ag/support/betcoinag-terms-service

If you want to be fully honest with us and give us some information that

will help us catch additional fraudulent accounts, please let us know.

Otherwise, do not contact us again."

As I sad to betcoin.ag support today 20.08.2020 I don't have cable internet and only mobile router with sim card and there is Finland dns server, I didn't know about it, and I send to them my pictures of router and screenshots from website whoer.net & check2ip.com.

Thank you very much Viktors for your reply and email. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Viktors.

Thank you very much for sharing your negative experience with the Betcoin.ag Casino. We will now try to get in touch with them.

Dear Betcoin.ag Casino Team.

Please, could provide us with more information about the case? Has the player gained an advantage with having Finnish DNS server? 

Since Viktors clearly sustained his claims, is there any chance you can reevaluate his case individually?

Thanks for reaching out, Josef. We do not disclose our security methods to the players, as this helps them improve upon their frauds for the future. We did, however, send Juli from your team an email (we don't have your direct email) with some details on this situation, including how the player is gaining an advantage in this situation. Please let us know if anything else is needed to close this case.

Dear Viktors.

We have received relevant proofs from the casino. Therefore, we’re not able to proceed with further investigation. I am very sorry, but we believe that you are not entitled to receive your winnings. Unfortunately, we are forced to reject your case since you have clearly breached the casino T&Cs.

However, if you do not agree with our decision, you can always file an official complaint at the licensing authority of the casino (Curacao). Please, contact me if you require assistance with it.

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru