Casino Belgium - Player’s winnings from a free bonus were denied.

Hello, I played 10 euros for no-deposit and beat off the vager. Earned 114 euros. Put on a conclusion. He indicated all the details. Admin asked to download docks, downloaded and sent for verification. I waited 3 days. Today I received the following reply to the post office: http://prntscr.com/qg0mge And the most interesting thing is that at the beginning they took both the country and the bonus, but how did it come to the conclusion of such a miserable one. For a piece of paper, 100 euros could not be disgraced. Immediately banned the account. I do not recommend this casino. I think the administrator is a fraud.

Hello Александр.

We are very sorry to hear about your troubles. Do you remember if Ukraine was mentioned in the T&Cs as restricted when you registered? They gave you the bonus and you finished the wagering, so our opinion is very clear in this case: https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses

"once a player gets a bonus, a casino shouldn't take it away from them or confiscate any winnings that originated from that bonus"

We will contact the casino and try to convince them to change their mind.

Thank you for responding with the coming New Year and good luck in your career and big wins and profits.

Hello Denis.

Casino Belgium doesn't have an account in our system yet. I already wrote to them, but it might take some time until they answer.

Thanks for understanding.

Hello Denis.  

It was a bit time consuming, but we exchanged several emails with Casino Belgium. They wrote to me:

We confirm you that the player didn't enter correct information on purpose, and this in order to profit of a non deposit bonus.Therefore his account has been suspended as this comportement is excluded by our terms and conditions.

Are you sure that you put all your personal information correctly during the registration process?

And what about the country?

We tried to repeat the whole process but there is no option how to put Ukraine as a mandatory field Country*

Here for these two: http://prntscr.com/qr47gu they gave me registration and a bonus. And there really was not Ukraine. Why so mislead people do not understand? In one scale there is this country, in another scale there is a flag and body number of this country. ((

I understand Denis that this might confuse you. In the picture what you sent is another field Nationality*.  

This casino allows you to play in case you are Ukrainian who lives in Belgium or another permitted country.

But you can't play if you live in Ukraine, which makes perfect sense.  

If you live in Belgium, it doesn't matter which nationality you are, the Belgium law applies to you, and therefore you can play in the casino.

So the most important questions are: Where do you live? In Ukraine or somewhere else? What did you fill in Country* field?

Yes, I live in Ukraine, I filled the city with Latin letters. "Mykolayiv" date of birth, etc. ... probably already there is no sense to deal with them, but thanks anyway for helping. By the way ... I went to their site and there is no registration for Ukraine. Already all canceled for this country. Just why before it was impossible to do so I do not understand?

Denis, the casino wrote to me that you filled the *Country field wrongly.

When they did KYC (know your customer), they discovered that you are living in Ukraine - and this is a restricted country.

You can't play because of your country law. (Ukraine)  

Because you used incorrect data during the registration, they voided your winnings and blocked your account.

I understood, close the ticket, it makes no sense to continue dialogue with them anymore. But I still can’t understand why to give registration with the instructions of my country in one field and in another it simply does not exist. Do not reply to this email. Thank you for contributing to this process. Thank you again, with respect!

Before I close the complaint, I will try to explain one more time.

Doesn't matter which nationality you are, what matters is where do you live.

So the option with Ukrainian nationality and phone number are for Ukrainians who live in another country and still use a Ukrainian cell phone — for example, workers who temporarily work abroad and have an address there.