Casino360 - Player’s account has been blocked.

When withdrawing my personal funds, my account was blocked, referring to an additional check, I provided all the requested documents to them, about 60 days have already passed and there is no response from them. In the technical support on the site, they write the same thing every time that soon their senior management will answer that they do not have the authority to solve such problems, but no one answers.

Dear Avram,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://casino360.bet/en/terms:

2.1.2. You are not allowed to register on the Website and use our services if you are a resident of Curacao, France, Iran, Iraq, Netherlands, North Korea, Singapore, Spain, St Maarten, Statia, U.S.A or the U.S.A dependencies, Ukraine, United Kingdom. We reserve the right to refuse customers from any other countries over and above the aforementioned jurisdictions at our own discretion."

It seems that you shouldn’t have been allowed to create an account in the first place.

I would like to emphasize a very important fact from our Fair Gambling Codex: 

https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries

"The right thing to do is to check for restricted countries during the account creation process, and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule.

If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules."

Since the website is not blocked for France and there is a possibility to register an account from a restricted country (please see the screenshots below) and deposit funds, I would like to ask you to forward details of your casino account. Have you submitted France as your country of residence?

Your ratification 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. 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

Good afternoon, thank you for responding to my complaint, I really hope that you will help me.

Yes, I indicated France as the country of residence, and the phone number was also French, despite the fact that I went through the full KYS verification procedure with them with the confirmation of the French residence address, but I played at this casino for about two months and everything was fine.

Thank you very much, Avram, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear Avram,

I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Casino360 to join this conversation and comment on Avram’s complaint.

Hi, thank you very much, I hope you can help me and somehow influence them.

I really liked this casino, but unfortunately they did not act in good faith with me (

Dear Avram,

Unfortunately, we haven’t received any response from the casino regarding the issue.

We would like to ask Casino360 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’.

Dear Avram,

Unfortunately, we have not received any response from the casino, therefore, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely to achieve a mutual agreement. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did. I strongly suggest contacting the casino’s Licensing Authority (Gaming Curacao).

Please let me know if you decide to do so and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.