BetUS Casino - Russian player's withdrawal is denied by casino.

I'm from Russia. There were no issues related to this when I registered with the casino. I successfully topped up my account using litecoin. I was successful in withdrawing my funds. However, now I am unable to withdraw my funds as the casino says it doesn't transfer money to players from Russia.

I believe these actions by the casino are unjust. Such restrictions should be disclosed before registration. Otherwise, I can top up my account regardless of the country I'm from. But I can't withdraw. This is fraudulent and deceptive.

Hello Cintrol,

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

Could you please advise since when is your account fully verified? Up until when was you able to withdraw from the casino? Did you receive any note prior that you will be no longer able to withdraw from the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello Nick!

After I registered at the casino, I indicated my country as Russia. Since access to the casino from Russia is blocked, I used a Finnish VPN. I could use any other one with which I could access the casino. Previously there were no problems due to this. I have a successful withdrawal. I was on holiday in Egypt and accessed the casino website without a VPN. I returned to Russia and encountered problems when trying to withdraw.

I don’t remember the casino requiring verification. I always provide all the necessary information. Unfortunately, customer service at this casino is organized in such a way that it is very difficult to track the history of correspondence. And when communicating by phone (which is a priority in this casino) - this is completely impossible.

The casino has not previously indicated the reason for rejecting the withdrawal request, or why it cannot be created. A telephone conversation with an operator was required. I note that there are no Russian-speaking operators in the casino, and I do not speak English. Therefore, I had to hire an interpreter for the call. I made the call on April 25, 2024, that is, two days ago. The operator said something about using a VPN, but previously this was not an obstacle to playing and withdrawing funds. In the end, he said that the decision would be communicated by email within 24 hours. I did not receive any emails within the specified time frame. And I turned to live chat, where I received an answer that it was impossible for players from Russia to withdraw funds. Although I previously made a successful withdrawal

Today I was able to fund my BetUS account via cryptocurrency without any problems. For example, for $1. That is, the casino does not limit deposits for players from Russia, but refuses to pay them winnings. These are obviously extremely unfair terms on the part of the company.

Hello Cintrol,

Is there any conversation between you and the casino which would prove that they knew about you playing from Russia or using VPN? If yes, please forward it to nikolas.b@casino.guru.

I will repeat that this casino does not use e-mail to communicate with customers. In live chat, the correspondence history is not saved. When communicating on the phone, I did not record the conversation. The casino knew that I was from Russia, I indicated this in my profile. In a telephone conversation, I reported that I was using a VPN. I don't hide it. It is otherwise impossible to access the site from Russia.

Hello Cintrol,

Would it be possible to forward a screenshot of your casino account (where the information are filled - country i.e.). Please send it to nikolas.b@casino.guru.

I sent a screenshot of my personal account to the specified email

Thank you Cintrol for all the information provided. As the casino did not block your account yet, Russia should not be restricted. As they were previously processing your withdrawals, it seems strange to block your payouts without any prior notice or communication. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Cintrol for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetUS Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates Comoros license, there isn't an option to escalate the complaint further.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter