Black Lion Casino - Player got her winnings confiscated.

Boa tarde,

este casino confiscou-me os meus ganhos por ser utilizadora de VPN. Para o casino, qual o problema de um jogador utilizar VPN? o que é que lhes afeta? NADA! É UM MODO DE ROUBARAM OS LUCROS!! Nada mais do que isso.... imagino a quantidade de pessoas que já foi afetada por este termo. Hoje em dia toda a gente usa VPN. GURU, metam na vossa avaliação esse ponto extremamente IMPORTANTE!! Se eu tivesse sido avisada, não teria conncerteza depositado mais de 1000€ neste casino.

O casino retirou todos os meus lucros 2700€ e (por cordialidade) devolveu o meu ultimo deposito que foram 400€. Reclamo 2300€

Dear Miidelgado,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Currently on casino.guru casinos are marked with a warning about the VPN only when a player views the review of the casino from a restricted country. As the casino accepts Portuguese players, this warning is not displayed in the review for Portuguese players.

Allow me to ask you a few questions so I understand the situation in more detail.

Do I understand correctly you are a resident of Portugal and you used the VPN from Portugal? Did you accumulate your winnings using a bonus or free spins? Have you submitted documents for verification to the casino? Were they accepted?

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

Best regards,

Tomas

Boa tarde,

usei VPN para conseguir jogar os jogos que habitualmente jogo do provedor PRAGMATIC. Uso VPN em todos os casinos que jogo e nunca tive tal problema. Sou de Portugal e usei VPN-Japão. Os ganhos foram jogados com dinheiro real. Enviei todos os meus documentos ao casino assim que fiz o registo.

Dear Miidelgado,

Do I understand correctly that when accessing the website from Portugal, without using the VPN, you didn't have access to these games? Were these available only from other countries?

Correto. Tenho de usar VPN para jogar no Provedor pragmatic. Como acontece em quase todos os casinos que jogo.

Thanks for your confirmation, Miidelgado.

According to the casino's terms and conditions:

We reserves the right, in its sole discretion, to void any winnings and forfeit any balance in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN").

Please understand the problem with using the VPN is that you might be involuntarily connected to another IP address that is related to a different casino account in the same gambling establishment, hence, it seems as if you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction. 

If the games you played from restricted jurisdiction, were not visible to you unfortunately we won't object to your winnings being confiscated.

I can only advise you to take extra precautions in the future when it comes to VPN usage in online casinos. Casinos often have two kinds of rules in their terms and conditions that might cause you issues. Either the casino has a flat ban on using systems that mask your IP(including a VPN) or they only disallow such usage to circumvent the blocking of restricted countries. This includes cases when you use VPN to gain access to games and game providers that are otherwise inaccessible.

Restrictions on games are determined by game providers, and the casino might not have a license for the said game in your country.

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 issues with any online casino in the future.