BetterDice Casino - Player has been accused of playing restricted games.

I have been playing at BetterDice casino, withdrew £580 which has been rejected because they said I played a "blue print game" which uk players aren’t "allowed" to play.

Surely if I am not allowed to play a game I shouldn’t be able to?! Also, when I joined I read the t&cs, and blue print was listed as a restricted game and no notification was given of this changing.

Seems like a scam to avoid paying out! I’m so angry about it.

Dear Gaelyy,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I have checked the T&Cs (https://www.betterdicecasino.com/termsandconditions), and this is what I found:

"2. BluePrint games are not available in the United Kingdom."

I registered from the UK, but I haven’t found the the Blueprint game provider in the slot section. Could you please specify, how you managed to play these games?

Also, did you play with any bonuses, or your real money only?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Kristína

Hi there,

thanks for getting back to me.

real money only, no bonuses.

I have no idea, they were just available for me to play! I just clicked on them and was playing them and assumed it wasn’t restricted because it let me play them.

it’s really frustrating.

Gaelyy, thank you very much for your reply. Could you please confirm you didn't use a VPN to play?

No I didn’t!

Thank you very much Gaelyy for your cooperation so far. 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 Gaelyy.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi All,

Kristina and Josef thanks for the above.

As stated above Blue Print is not allowed for UK, there might have been a glitch in our system but this game provider is blocked and clearly stated in the T&C's.

There is nothing we can do.

Sincerely,

Better Dice Casino

It is not blocked, it’s convenient you have a ‘glitch’ that avoids payouts.

Hello there,

Dear BetterDice Casino team.

Thank you for your cooperation, we highly appreciate your part.

Unfortunately, we consider players claims to be relevant since you have clearly allowed him to play on the restricted game.

Let's look at this case from the other point of view. If the players from the UK go to play the same game and lose, do you return their deposits? I do not believe you do. 

However, if they manage to win you confiscate their winnings for the reason they played this restricted game. 

Casino.Guru team believes the environment in the casinos should be always fair and safe and this case does not look completely ok. I am convinced that you will agree with me - in order to maintain a long-term and quality player base, it is important to have a casino set up to keep players safe and satisfied. 

I am sure it is only about the settings of the casino and not your decision to take their winnings but there is always a way to make gambling better.

BetterDice Casino team, please, could you reevaluate the case or is this your final decision? 

looks like they’ve now banned UK players. Disappointed they’ve not replied. Thanks for trying!

We would like to ask the BetterDice 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’.

Hi All,

Apologies for the delay.

This is the final decision. And we have closed all UK IP's so no such case can ever happen like this.

I hope this case can be placed as resolved.

Thanks,

Better Dice Casino Team

Honestly I want a refund for my deposits, what a scam casino!

casino guru I hope you Re-calculate their rating!

Hello there,

Dear BetterDice Casino team.

We highly appreciate your part in this case. Unfortunately, as I have mentioned above, we believe the player is entitled to his winnings. 

If the casino allows a player to play the restricted game because it wasn't implemented in the system, it is not the player's fault that he is allowed to play it. You even changed your system (maybe thanks to Gaelyy and similar issues, maybe other reasons) and now, other players do not have to lose their deposits without a chance to win. 

Of course, we respect your decision and we are forced to close this complaint as 'unresolved'. Please, be aware, that you can reopen this complaint anytime.

Dear Gaelyy.

I am very sorry but since the casino team has provided us with their final position, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

Bests regards, Jozef

Casino.Guru

jozef.k@casino.guru