Betsala Casino - Player from Russia banned and funds confiscated.

Hello.

I registered at this casino, deposited three times using crypto and then tried to withdraw money.

The casino refused to verify my account and later banned me, saying that they don't accept players from Russia. Which is a lie, as this casino accepts registration from Russia, and never mentioned in the TOS that Russia is restricted.

Please help me to withdraw my funds from this casino.

Best regards.

UPD. They have now blocked access to their site from Russia.

PS. Please hide the screenshots with my private info from the public🙂

Hello roku,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betsala Casino. Please allow me to ask you a few more question before we would move forward.

Could you please if you did fill out Russia as your country during registration? When exactly did you register? Is your account currently closed and if yes, since when exactly? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear roku,

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. I'm sorry for the late reply.

Yes, I specified Russia as my country of residence. I registered on 11.05.24 and my account has been locked since 14.05.24. The last time I communicated with the casino representative was on 15 May.

They have since blocked access to their site from Russia, but you can still select Russia as your country of residence when registering, and their TOS is still not updated and there is no Russia in the restricted countries.

It looks like my screenshots weren't attached to my complaint, so I'm uploading them again.

Hello roku,

Thank you for the evidence provided. Does the casino allow you to withdraw your remaining balance from your account or they did not mention anything like that?

Nope, the casino never withdrew my money. All they said that withdrawal is not possible because I am from a restricted country.

Thank you roku for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello roku,

I'm Michal, and I have taken over your complaint. I have reviewed your case and although I understand your point and I can agree with you that ideally all restricted countries must be listed in the casino's terms and conditions, and every casino should have a feature implemented to not allow players from a non-allowed country to register and deposit money, or where certain local regulations limit this. We are advocating for this, unfortunately, this has not yet become an industry standard. I will contact the casino to see if I can help.

We would like to invite Betsala Casino to join the conversation.

Dear Betsala Casino,

Although I can see that an IP block is now implemented because I have received this error while attempting to access your webpage from a Russian IP.

However, as per the player's screenshots, the player was previously able to register their account from Russian IP, insert their (Russian) address details, and deposit their money without any problems, so how should the player know that players from Russia are not allowed in your casino? I've checked your terms and conditions and Russia is still not listed as a restricted country

I understand that you have the authority to close a player's account at your discretion, but it is important to settle any outstanding financial obligations before taking that step. I suggest returning the remaining balance to the player and then closing the account. Could you kindly organize it in this manner?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear roku,

I managed to get in touch with the casino representative. I am currently awaiting additional information and will explore potential solutions to address this complaint.

Dear Customer:

During a period of time the website was allowed worldwide, but regulated countries. After this, Company Stakeholders decided to regulate the brand by ourselves, making it more transparent and legally, and decided to close the accounts from restricted countries (one of them is Russia). 

Regarding the withdrawal: As client, you will be able to withdraw only the amount deposited (except bonus received and winnings). 

That's something published in our T&Cs.

Thanks a lot!

Hello, 

Nice to see that my complaint has finally received attention from the casino, thanks to Casino Guru.

However, it is still not clear why 398 usd (my winnings) should be confiscated. It would be nice if I could get both my deposits and winnings back, as none of your rules were broken at the time.

Dear customer,

We understand your dissatisfaction with the situation, however the IP block from Russia was put in place at the beginning of this year which was way before you registered your account. As Michal confirmed the access to our webpage is not possible from Russia and our security team can confirm that a VPN must have been used by you.

Unfortunately as per our terms and condition the access to our webpage through VPN is not allowed.

I would like to put to your attention our rule:

3. Account Termination/Suspension

- you attempt to use your Customer account through a VPN, proxy or similar service that masks or manipulates the identification of your actual location, or by providing false or misleading information regarding your citizenship, location or place of residence, or by placing bets or wagers using the Website through or on behalf of a third party;

Under there circumstances you will be able to withdraw only the amount deposited (except bonus received and winnings). 

Dear Casino Representative,

I registered on your site using this link https://www.betsala11.com/. This is your official mirror even Casino.Guru redirects visitors of https://casino.guru/betsala-casino-review to this domain. 

This is a common practice as most of the popular casino domains are blocked by ISPs in many countries.

And betsala11.com was accessible from Russia without VPN. Only after my complaint you restricted access to this domain from Russian IP addresses 🙂

Dear Betsala Casino,

Thank you fo all the information and evidence provided.

Dear roku,

As has been pointed out by the casino representative, the IP block from Russia was put in place at the beginning of this year, which was way before you registered your account. Since you have registered and played from a restricted country, there is nothing we can do in this case. Sadly, in this case, you have circumvented the IP block by most likely using a VPN because you even accessed your account from various IPs and, by doing so, directly breached the casino's rules. The casino is willing to return your last deposit, which is a fair thing to do, but outside of this, there is nothing more we can do.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best Regards,

Michal

Casino Guru