Betti Casino - Player’s winnings have been confiscated and account closed.

I signed up to this casino on 26 Sep and had my ID and residency fully verified within 24 hours. Played all sorts of games from several providers, made 9 deposits and 1 withdrawal, no barriers or problems. Then only FIVE DAYS after i signed up, i logged in fine but for every game I loaded it suddenly said "country blocked". These were all games I had been playing fine all week, and I checked the Terms again and it still did not say UK was restricted. I had not used a VPN or tried to disguise my residency in any way, everything was the same, just suddenly "country blockrd" on every game provider (though i could still log in to my account).

I queried it with their customer service and 2 days later they replied saying they have decided to withdraw from the UK market. I don't see how they can do this with no warning. It looks to me as if they realised they should not be letting UK players in for whatever reason but to me that is an admission that I should not have been allowed to play those games in the first place.

I still have money in my account, not much, and too little to qualify for tyeir 100 euro minimum withdrawal, but its the principle, they can't just confiscate it surely? And in fact one of the games I was playing a lot (Royal Mint) is a "collect tokens" game which stores value until you collect enough and trigger a special bonus, I was halfway through the collection process and now cannot get that value.

Please could you point out to them that if they have realised they cannot accept UK players then they need to compensate those of us who signed up in good faith, and put money in to what are maybe not even legal games (?).

Dear FairlyUK,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found (here):

"Restricted Player Groups

Players from the following countries are not allowed to open a player account and/or place any real money bets on our casino:

American Samoa (AS), Burma (MM), China and its territories: China (CN), Curacao (CW), , France (FR), Guam (GU), Hong Kong(HK), Iran (IR), Iraq (IQ), , Korea: North Korea (KP), Laos (LA), Libya (LY), Macau (MO), Malaysia (MY), Netherlands (NL), Nigeria (NG), Somalia (SO), Sudan (SD), Syria (SY), Thailand (TH), United States and its territories: United States (US), US Minor Outlying Islands (UM), Northern Mariana Islands (MP), Puerto Rico (PR), US Virgin Islands (VI), Belarus (BY)."

United Kingdom is still not listed as a restricted country.

We will contact the casino and ask for their assistance, but, before we’ll do so could you please forward any relevant communication to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thanks Petronela, will do that now.

By the way, my account itself has not actually been closed. I just can't access any game.

Thank you very much, FairlyUK, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello FairlyUK,

I have reviewed your case and I will contact the casino to see if I can help.

We would like to invite Betti Casino to join the conversation and participate in the resolution of this complaint.

Dear Betti Casino,

Can you please provide further information about the player's account, and if they are able to retrieve their balance?

Kind regards,

Adam

Dear FairlyUK,

It should not be a problem to withdraw any funds. In fact your account has only 0.27 eur, and last transaction was a withdrawal. Could it be that you managed to withdraw after creating this complaint?

Please note. This case is now closed. If you have any further questions our support live chat is always happy to help.

Team Betti

For the record, I had done the withdrawal before the issue occurred - this isn't what the complaint is about.

My complaint is about a) the sudden withdrawing of all games on geographical grounds *which strongly implies my previous access to them (and losses on them) was illegitimate*,

and

b) the remaining value stored in the games I now can't access. And yes, on principle, I object to the effective confiscation of the small amount of cash left in my account as well as the stored value in games.

The case is not closed as they have not addressed the issues I raised re any of the above.

Dear FairlyUK,

Your account should be fully functional and you should not experience any issues as described. I believe you now also have received an email with a confirmation.

Wish you a good day,

Team Betti

I can confirm that my access to the games has been restored - thanks Casino Guru, you can close this complaint as resolved now.

Dear FairlyUK,

I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.