The player from Spain faced account blocking after a withdrawal rejection, with the casino claiming he was in a prohibited territory, despite him providing valid identity proof and registering with a Spanish IP address. He asserted that this situation constituted fraud and sought a refund of all deposits, as the casino had failed to enforce its own terms properly. We asked for clarification about VPN use, registration details, and any geo-restriction warnings, and the complaint was then marked as resolved by the player. The case was closed in our system after his confirmation.
Onlywin Casino - Player's account has been closed due to prohibited territory.
Resolved
Our verdict
Case closed
Amount: €2,700
Onlywin Casino
Safety Index 8.3 HighCase summary
Discussion
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6 days ago
The casino first rejected a withdrawal, then blocked my account, claiming that their terms and conditions specifically stated I was in a prohibited territory. So, if I sent all the documentation from the beginning—proof of identity, proof of ID card, and the IP address is associated with a Spanish phone number—how could they have allowed me to register? I understand they don't check it, but this constitutes fraud against their own terms and conditions, which clearly state that a player residing in Spain cannot use the website or its services.
Therefore, I am requesting a refund of all deposits, and the bank is investigating it as fraud for breach of contract. This problem wouldn't exist if they had done their job properly and not allowed me to register.
4.6. You are not allowed to register on the Website and use our services if you are a resident of Australia, Austria, Comoros, France, Germany, the Netherlands, Spain, the United Kingdom, the United States, and all countries on the FATF blacklist. We reserve the right to refuse customers from any other countries over and above the aforementioned jurisdictions at our own discretion.
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3 days ago
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3 days ago
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.
- Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website?
- When exactly did you register at this casino?
- Did you provide your personal information during registration or add it later? In either case, did you truthfully state your country of residence and address?
- Did you see any pop-up notification or warning informing you that players from Spain are restricted from accessing the casino?
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
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3 days ago
Translation
Have you used any VPN or IP masking software to alter your real location when accessing the casino website?
-No, under no circumstances have I used my Android phone and the Chrome browser
When exactly did you register at this casino?
September 4th
Did you provide your personal information during registration or did you add it later? In either case, did you truthfully declare your country of residence and address?
I declared everything exactly as shown on my identity card, including my residence and phone number. I also have emails proving that I completed the identity verification process twice, and they never checked it.
Did you see any pop-up notifications or warnings informing you that players from Spain have restricted access to the casino?
No message appeared at any time, neither during registration nor on subsequent visits to the page.
I have attached the emails where it appears that I am asked to verify my identity.
Thank you
Automatic translation:
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10 hours ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear benji3344,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
