ChillBet Casino - Player's winnings were confiscated.

I saw that this casino has a good rating. And they accept players from Russia. And I registered

I checked on the website that Russia is not on the list of prohibited countries

I won 600 usdt. They asked for verification. I sent the documents and received this letter

I'm shocked. I checked everything. Everywhere it was written that players from Russia could play. They even have a telegram for Russian players on their website.

Dear is13,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.

When exactly did you create your casino account? Could you please confirm you didn't use any software to alter your location such as a VPN?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you in advance for your reply.

Best regards,

Kristina

I registered on March 16th. I did not use VPN. everywhere it was said that Russia is on the list of allowed countries

Thank you very much, is13, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, is13,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, can you please provide me with the information if your last deposit was refunded, how much it was, and what is the exact disputed amount? You set it up for 740 USDT but mentioned 600 in your post (winnings?), while the casino informed you that the deposit funds would be refunded.

Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear ChillBet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the user's winnings been confiscated if he was allowed to register, deposit, and play?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

My deposit was 140 usdt. I won 600 usdt . My balance was 740 usdt. They refunded only my deposit 140 usdt and closed my account

Alright, is13, thank you for clarification. The disputed amount was updated to 600 USDT.

Let's wait for someone from the casino to contact us.

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.

Why don't they answer? they have a rating of 7.9. How is this possible?

Dear is13,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Curaçao eGaming) and submit a complaint directly to the regulator. You can find more about their complaint process HERE. In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru