The player from Italy has deposited funds in to his account. Later, the player found out that the casino shouldn’t accept him due to country restriction and he requested his deposits to be returned. The player and the casino came to an agreement, the issue was resolved.
CBet Casino - Player’s requesting his deposits to be refunded.
Amount: €4,000
CBet Casino
Safety Index:Very lowSafety Index
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3.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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4 years ago
Translation
Good morning ,
I contest my deposits. I state, I am a fan of online gaming and casino.
I signed up for this casino as it is very well equipped with online slots.
I deposited € 4,000.00 and I played them, and so far no problem.
But then I saw that they shouldn't accept players from Italy by default (point 7 of their terms and conditions). As a result, I feel cheated, as they did not prevent me from logging on and let me deposit the amount.
During the withdrawal phase they would certainly have made a fuss, therefore I ask for a refund of the amount deposited.
Automatic translation:
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4 years ago
Dear Marquez,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and Italy is, indeed, one of the restricted countries. We will contact the casino and ask for their standpoint, but, before we do that, please could you describe how you have found out that Italy is one of the restricted countries? Was it after you have requested a withdrawal? I would like to emphasize that it is not acceptable to let players gamble if a casino knows that they are from a restricted country and if the casino plans to refer to the rule about restricted countries whenever a player requests their first withdrawal. The whole article related to "Restricted Countries" can be found in our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries.
Furthermore, I would like to ask you to confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account. Your confirmation is essential for this case.
We will do our best to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
Hi, look I will tell you more. I am a commuter and every day I cross the border and go to work in Switzerland. I generally use sites that allow me to play there too. I never had problems. I discovered it by accident, as I was very doubtful, because even in Switzerland there are big restrictions on gambling, that's where the discovery came from.
I initially made my request to the casino and their response was to block my account.
they also asked me for documents, which they hadn't done before, following my email. I am not willing to send them because I am convinced that they can somehow assert my acceptance that never happened.
I declare not to use VPN, and I also communicate that the site is easily reachable from Italian territory (which should not be allowed), probably due to a bug in the address. (M.cbet.gg)
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4 years ago
Thank you very much Marquez for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
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4 years ago
Translation
Good morning ,
to underline my position towards the casino, I agree that, to date, despite having blocked my account, for the problems described above, I persistently receive emails relating to bonuses, VIP treatments, free spins etc. etc., continuing in this way to violate their terms and conditions of settlement.
it is a somewhat unpleasant and harmful situation for me, as, not only do they not respect the rules, but they influence the player psychologically in negative maneira, almost inviting him to follow them in their requests.
Best regards
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4 years ago
Hi Marquez,
I read your complaint and understand your situation. Let's see what the casino's standpoint is. You will be notified as soon as there is a new reply.
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4 years ago
Hi Marquez,
I chatted with a casino rep regarding the issue. The next step now is finishing the KYC. Please provide the casino all necessary documents so that your account can be verified. It is a common procedure for casinos to check every detail to make sure they are sending money to the right person. Let me ask you a question. What address did you use to register in the casino? Was it the address on your ID or a Swiss address? If you register in a casino, you always have to submit the correct information like the country of residence, address, ID number etc.
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4 years ago
Translation
At 12.25 I forwarded the documents to cbet casino, as per your request. The same are:
- double sided identity card
- Gas bill with residence details etc. etc.
I can also send them to you if you need this information
Regards
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4 years ago
Translation
Good evening, I hereby inform you that I have found an agreement with the managers of casino cbet, positive for both parties.
from now on, therefore, I consider my problem with the casino solved and I ask you now to remove all my requests from them and to delete all my writings.
thank you and offer
With best regards
Marchetti Simone
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