AkibaWin Casino - Player's account verification is delayed.

hi, yesterday made deposit here, 13500 usd (without any bonuses)

Won 52000 playing slots. Made withdraw.

Passed Kyc, received message that account are verified.

Today morning received new message, that account are not verified and casino try to steal all my winnings.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which slot games you played with the funds you deposited?
• Which identity documents did you send to the casino for KYC?
• Have you been requested to submit any additional documents for the verification of your account?
• Please forward me the email you received from the casino, along with any other subsequent communication that might be relevant to the investigation of your case at veronika.f@casino.guru.

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

Best regards

Veronika

Could you please specify which slot games you played with the funds you deposited?

me: I played slot named ALL LUCKY CLOVERS 100 (BGAMING)

Which identity documents did you send to the casino for KYC?

me: It was sumsub verification, at this moment I had my passport (Latvia), so I uploaded it. Then sumsub sent me sms on my Montenegrin phone number. Nothing more (sumsub do not asked some residention address information, same like this one do not asked casino, and when I made registration also this one are not asked to fill).

Have you been requested to submit any additional documents for the verification of your account?

me: No, money was just stolen. I said that I do not play from restricted territory, and also said that I can provide my residence permit and utility bill. But those messages was ignored ( you will see this one from email conversation with casino).

Please forward me the email you received from the casino, along with any other subsequent communication that might be relevant to the investigation of your case at veronika.f@casino.guru.

me: I will do not right now.

if need, I can send you my residence permit, which are issued by Montenegro goverment, and also if need, I can send proof of adress, and also bank statement. Here clear scam from casino side.

Thank you for your response and for your emails.

• Could you please specify whether you have ever accessed the casino website from Latvia?
• Which country of residence and residential address did you provide when filling out your casino profile? Did you use your Latvian address or your Montenegrin address?
• Do you have any government-issued documents confirming your residence in Montenegro?
• Have you ever accessed the casino website using a VPN or IP-masking software?

Could you please specify whether you have ever accessed the casino website from Latvia?

me: made registration and played only from Montenegro

Which country of residence and residential address did you provide when filling out your casino profile? Did you use your Latvian address or your Montenegrin address?

me: casino do not asked to fill something(also I already wrote it before, it this complaint).

Do you have any government-issued documents confirming your residence in Montenegro?

me: yes, I have residence permit issued by Montenegro, I have utility bills and bank statement where yon can see my address in Montenegro.

Have you ever accessed the casino website using a VPN or IP-masking software?

me: no, I do not used any VPN, played from Montenegrin IP address.

One more time I need to say, when casino said that I played from Restricted territory, in that moment I answered them that I play from Montenegro, but they ignored this fact. Money are stolen, they just found some fake reason, also I see that this and their sister casino Fairspin uses this method to steal winnings.

To avoid delay, I will send you the documents confirming my residency in Montenegro.

I already sent photo of documents via email.

Also one more time I want to say, that casino do not asked something from this documents. They just used fake reason to steal winnings.

Dear aleks86

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear aleks86,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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.

Hello,

We would like to set the record straight regarding this account, which was closed following a clear breach of our Terms and Conditions.

Our service is not available in a number of countries. The list of prohibited jurisdictions is set out in Section 1.8 (Account, Payouts and Bonuses) of our Terms and Conditions, and by using the website every player confirms that they are not a resident of any of them. Under clauses 3.1.7 and 11.1 of the Terms, each player also warrants, at the point of registration, that they do not reside in a country where gambling is unlawful for them.

During the mandatory KYC verification, the account holder’s own documentation confirmed that the account belongs to one of these prohibited jurisdictions. The warranty given at registration therefore proved to be untrue, and the account stood in breach of the Terms from the very outset. Responsibility for this rests solely with the account holder, whose obligation it is to ensure that participation is lawful in their country.

In these circumstances, Section 1.9 (Account, Payouts and Bonuses) applies: the account is blocked and all transactions made under this status are voided, with bets cancelled and winnings forfeited. This is not a penalty, but the direct result of a right to play that never existed.

It should further be noted that clause 11.1 of the Terms, together with Section 1.9.3 (Account, Payouts and Bonuses), entitled the platform to withhold all funds in the account, or to return only the deposit less applicable fees, with no payment of winnings whatsoever. Despite this, the full deposited amount was refunded in its entirety. The platform acted well beyond its obligations and in strict compliance with its regulatory and licensing requirements.

casino again ignore fact that I am resident of Montenegro. pure scam 🙂

casino never asked any information about residence. pure scam 🙂

when I try to say that I am resident of Montenegro, casino do not like it, that why they ignore this fact. akibawin pure scam 😀

Dear AkibaWin Casino,

I went through the Terms and Conditions, and in that section, there is no list of prohibited regions.

1.7. Restricted Jurisdictions. You are aware that the right to access and use the Website and any products there offered, Games, Sorta Group Limitada services and a Member Account may be considered illegal in certain countries or jurisdictions. We are not able to verify the legality of service in each and every jurisdiction, consequently, You are responsible in determining whether Your accessing and using our Website is compliant with the applicable laws in Your country and You warrant to Us that gambling is not illegal in the territory where You reside.

1.8. Ineligibility. If on completion of Sorta Group Limitada 's KYC and verification checks, You are shown to be underage or a resident of any Restricted Jurisdiction ("Ineligible Person"), or use the Website and any products offered therein, Games, Sorta Group Limitada services and a Member Account from a Restricted Jurisdiction: (a.) Sorta Group Limitada will block Your Member Account; (b.) All transactions made whilst You were Ineligible Person will be made void, all associated wagers and winnings shall be voided and confiscated, and all related funds deposited by You will be frozen, withheld or returned subject to applicable law, fees, charges and compliance requirements. The same consequences, including the voiding of winnings and confiscation of funds, may apply if You fail to complete any required KYC, additional verification, enhanced verification, source of funds, source of wealth, payment method verification or other compliance review within fourteen (14) calendar days from the first official request, unless Sorta Group Limitada grants a written extension

Based on this, my understanding is that if a player was able to register an account, provided their correct residential address during registration, and was allowed to make deposits without any restrictions, it would be reasonable for them to believe they were eligible to use your services.

For this reason, I would kindly ask you to reconsider your position. In our view, the Terms and Conditions are too vague regarding restricted jurisdictions, as they do not clearly identify which countries are prohibited. Without this information, it is difficult to conclude that the player knowingly violated your Terms.

I would appreciate it if you could review the case once again and let me know whether you would be willing to reconsider your decision.

Thank you very much in advance for your cooperation.

Dear Martina,

Please note that the Terms of Use you have reviewed are the version that took effect only on July 16, 2026, and it differs entirely from the version that was in effect at the time of user registration. In the version of the Terms of Use in effect at the time of registration, Latvia was explicitly listed among the restricted jurisdictions, and user has violated the platform’s rules.

Relevant provision: 1.7. Restricted Jurisdictions. You are aware that the right to access and use the Website and any products there offered, Games, AkibaWin services and a Member Account may be considered illegal in certain countries or jurisdictions. We are not able to verify the legality of service in each and every jurisdiction, consequently, You are responsible in determining whether Your accessing and using our Website is compliant with the applicable laws in your country and You warrant to Us that gambling is not illegal in the territory where You reside. 1.8. For various legal or commercial reasons, We do not permit Member Accounts to be opened or used by resident of certain jurisdictions, including Afghanistan, Aruba, Australia, Austria, Belgium, Bonaire, Bulgaria, Belarus, Belize, Central African Republic, Comoros, Colombia, Croatia, Cuba, Curacao, Cyprus, Czech Republic, Democratic Republic of the Congo, Democratic People's Republic of Korea (DPRK), Ethiopia, Denmark, Estonia, France, Georgia, Germany, Greece, Hungary, Islamic Republic of Iran, Iraq, Italy, Ireland, Latvia, Lebanon, Libya, Lithuania, Mexico, Moldova, Mali, Myanmar, Nicaragua, Portugal, Poland, Romania, Russian Federation, Saba, Saint Martin, Somalia, South Sudan, Statia (Sint Eustatius), Singapore, Slovakia, Spain, St. Maarten, Sudan, Syria, Sweden, Switzerland, Ukraine (Crimea, Donetsk, Luhansk), the Netherlands, the United Kingdom, the United States of America, Venezuela, Yemen (the "Restricted Jurisdictions"). By using the Website or the Games You confirm You are not a resident of or residing in a Restricted Jurisdiction.

I am resident on Montenegro and I do not violated this rule.