Tip-Top.bet Casino - Player’s winnings are confiscated.

After a small deposit and a very big win ( 2 times max win) Tip Top does not want to pay me as I was told that I have violated their Terms as I am from the Netherlands. However I could create an account and deposit money without any delay, warnings or whatsoever. This means that this could be seen as an implicit invitation to play. This contradicts their terms and may be considered a misleading practice under consumer law. This is totally unfair! So as a Dutch citizen you can create an account and you can deposit. However when you are winning they tell you - sorry but we don't want to pay you according to our Terms. But do they contact all the Dutch players who lost their money to give them back their deposits as they also violated the Terms of the casino?? I guess not... So in my opinion this is a scam and this casino should be banned! I will contact the KSA and take futher actions. But please be aware of Tip Tip Casinos!

Dear Kooltuinstrijder,

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 help clarify your situation:

• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Did you fill out your player profile correctly, including your address and country of residence?
• Was your account blocked only after you requested the withdrawal of your winnings and submitted your identity documents to the casino?
• Did you accumulate your winnings with or without a bonus?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Veronika,

Thanks for your assistance in this matter. I am also in contact with Tomas but this was by email only.

No VPN or IP masking was involved. Just using my phone.

My address was filled in correctly. I even contacted Tip Top as I forgot to mention that I am a male. I could not change that so they did. And above this required field your can find - land The Netherlands. So they could notice this right away. But no comment on that.

My account was not blocked. Even now I can access the platform or website.

My first max win was after my deposit and there was still bonus money into my account. I cancelled this bonus money and played along. My second max win was without any bonus money. So this could not be the issue.

Please be aware that the even mention on their site (FAQ) that players from the Netherlands are welcome to play and that they have a license at the KSA. Quote "Are online casino's legal in the Netherlands? Answer : Yes, online casino's are legal in the Netherlands, provided they are licensed by the Dutch Gaming Autority (KSA) which Tip Top Casino COMPLIES WITH.

Regards,

Henk

As per today my account at Tip Top Casino has been blocked. They offered me to give me back my original deposits which I refused. I asked them why they mention in their FAQ that the players from the Netherlands are welcome to play! No comment...

Thank you very much, Kooltuinstrijder, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, Kooltuinstrijder!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Tip-Top Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Dear Pavel,

The official response to this case has been sent to your email.

Please feel free to ask if you require any further information regarding this matter from our end.

All the best,

Tip-Top Casino Representative

Tip Top Casino wrote a reply on Trustpilot.com. Quote :

We would also like to clarify that Tip‑Top Casino does not operate in or target the Dutch market:

Our website is not available in Dutch;

Our customer service is provided only in English;

We do not offer iDEAL or any other Dutch-localized payment method;

There has never been any official statement referencing the KSA

However I have 2 pictures that show otherwise. These are also sent to Pavel.

1 - deposit possibilities of all Dutch banks! Abn Amro - Rabobank - ING Bank - VISA card - SNS - Mastercard...

2 - a picture of their previous FAQ in which they mention that online casino's are legal in the Netherlands, provided they are licensed by the Dutch Gaming Authority (KAS), which Tip Top Casino complies with.

According to me this does not comply with your statement.

Regards,

H****

I have mentioned all discrepancies in my e-mail to them. So far, I have received no response, and I think there will be not any. I will until the end of the timer, and then close the complaint as unresolved.

Unfortunately, it seems like the casino has chosen not to reply any further. Since there has been no comment from them, I fell that I must explain the situation here.

The casino has reached out to me via e-mail after I had invited them to explain the situation in the thread. They have stated that the player has registered on their website from the restricted territory (Netherlands). They have also stated that Netherlands is explicitly restricted in their terms and conditions, that there are no information on the website which may be considered an invite by the player from NL, that popular NL payment methods are not available at all.

To that I had numerous things to respond, namely:

1. There is no IP block for NL players, which we believe must be enforced by a fair casino.
2. There is no possibility for players to choose their country of residence while registering (this would prevent players from restricted territories from signing up).
3. The first thing which is shown to the newly registered player is the deposit menu, in which there are multiple payment methods available, such as bank transfer (in Dutch language), two Dutch banks and more others.
4. Then, ine the account setting there is a possibility to choose Netherlands as the country of residence, and the phone number prefix is already pre-chosen based on IP (so the casino detects players' IPs, they just choose not to block them).
5. After checking in the Wayback Machine, I have found that previously the casino's website contained this part on its main page:  "Are online casino's legal in the Netherlands? Answer : Yes, online casino's are legal in the Netherlands, provided they are licensed by the Dutch Gaming Autority (KSA) which Tip Top Casino COMPLIES WITH."
6. After receiving a tip from the player and checking the casino's Trustpilot page for myself, I have notice that almost every review there is from the player from NL, and, moreover, the casino has responded to many of them, while not mentioning that playing there for these users is forbidden even once.

Thus, to give a conclusion, I would like to say that the casino most likely applies the predatory technique of luring Dutch players into their casino, and then closing their accounts and confiscating their funds on the basis that players are from restricted country. I am not aware of other cases like that, but this one makes it obvious. This fully justifies closing this complaint as unresolved.

Kooltuinstrijder, unfortunately, I cannot help you here. The casino is not even regulated by any license, so lodging a complaint with them is not an option too. However, I hope that the casino's reputation is valuable to them, and after this complaint is closed and their Safety Index is decreased, they would reconsider their approach. However, I am afraid that this will not be the case, since the disputed amount is quite high. I am sorry I could not be more of help.