BetToGoal Casino - Player's winnings have been confiscated.

Hello.I have been playing in this casino for a month and after I requested my first withdrawal my money were confiscated.The reason according to bettogoal was that I have used VPN and that I logged from 31 blacklisted ips. .At first I thought there has to be a mistake, but they won’t listen to me.I told them The internet I use is with dynamic ip which changes every few hours and this is completely normal, but I never use VPN as I know it’s prohibited in many casinos.The ISP I use is the biggest provider in my country and I know for sure that my ips are not blacklisted and the site is making things up.I would like to warn players to play with caution in this site and if casino guru can help and contact the casino I would be very happy, because I am 100% sure my ips are not blacklisted!

Dear Asparuh,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you been accused of using the VPN as accessing the website from a restricted jurisdiction or due to o alleged usage of VPN, your account got paired with someone else's, existing, casino account?

I have checked general terms and conditions, and this is what I found (here):

"1. bettogoal is required by law to review all transactions from a money-laundering perspective and aims to minimize risks in its own interest and in the interest of the public. The use of any fraudulent, criminal, or other unfair methods (such as collusion, VPN and Blacklisted IP's the use of any tools such as but not limited to scripts, bots, tools that help disguise your identity, or spiders) in connection with the use of our Services is strictly prohibited. For more information about security checks, please see our Privacy Policy. Should the customer violate these conditions, bettogoal will proceed pursuant to clause IV.3. and reserves the right to pursue criminal prosecution for any relevant behavior."

Could you please confirm that you have created an account from Bulgaria, and you haven’t used a VPN (Virtual Private Network) to alter your location when opening the account? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

If there’s any relevant communication, please forward it 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

Hello Petronela - thank you for your response.This term is exactly what they send me.As for your question for the VPN - no I am not using the site from forbidden jurisdiction and my account was not matched with another.The only accusation is for using VPN because my ips were blacklisted.I hope there is a chance to get my money back, because this is either a mistake or it is a way for the site to confiscate balance.My isp is called vivacom and it is the biggest isp in country that has nothing to do with VPN and I believe this can be easily checked.If you can help me to resolve this with bettogoal I would be very happy!

Thank you very much, Asparuh, 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 Asparuh,

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

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

Dear BetToGoal Casino,

Can you please provide further information regarding the player's IP addresses/VPN use?

Kind regards,

Adam

We would like to ask BetToGoal 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Asparuh,

I have made contact with the casino via Skype and I am currently discussing the case with them.

They have stated that some of the IP addresses you have used to log in have been blacklisted. Are you able to see in your casino account a list of the IP addresses you have used within the last two weeks? You should be able to find them under 'my sessions' in your account profile. If you can, could I ask you to please provide some screenshots of these to my e-mail, adam.m@casino.guru?

Kind regards,

Adam

Hello Adam thank you for your efforts I sent you screenshots to your email!

As I stated earlier I use dymanic ip, which changes every few hours, but this has nothing to do with VPN.All ips are from the biggest operator in my country https://en.wikipedia.org/wiki/Vivacom 

If bettogoal claims that VPN is used they should tell to which VPN they are connected, which they cant do becuase they are not conected to VPN!

Hello Asparuh,

The casino has provided evidence that many IP addresses have been used within a short period of time to access your account, and from different locations. Upon checking, all of the IPs used show as belonging to your ISP, but indeed some of them are blacklisted and flagged as potential VPNs. Can I ask if you have contacted your ISP regarding this? I have tried myself but believe you will have more success as a customer of theirs. Perhaps they can provide more information regarding how often the dynamic IP changes and why some of their IPs show as blacklisted.

Hello again.I have tried emailing my isp after your message and I received no reply.I doubt that even if they reply they will give me more specific information that will change bettogoal mind.The facts are that my ips belong to my internet provider. Different ips from different location are because the ip is dinamic and changes every few hours which is never an issue with the bookmakers I use.I no longer believe that I will have my money back from this website and I will advice everyone to stay away from this casino and I hope that you will lower their rating!

Hello Asparuh,

As the situation stands, the casino has operated in accordance with its terms and conditions. Some of your IP addresses do flag as blacklisted when checked using a well-known online service, even though they show as belonging to your ISP. I received a reply from the ISP via email asking me to call them, but unfortunately, I cannot as I am not a client of theirs. Have you tried to contact them by phone to try and obtain the information mentioned previously?

Kind regards,

Adam

Dear Asparuh,

We have not heard anything further from you for a while, please respond to my previous post.

I will extend the timer for seven days, please be aware that if we do not hear from you within the given timeframe, this complaint will be rejected.

Kind regards,

Adam

Dear Asparuh,

As we have had no further reply from you, this complaint will now be rejected as previously mentioned.

It can be reopened at any time.

Kind regards,

Adam