UcoBet Casino - Player's winnings have been confiscated.

I created an account on Jungliwin before they changed their name to Ucobet. Apparently after the change of name, the casino was prohibited in my country Germany. However the casino still allowed me to log in with my email and password from Jungliwin and to deposit money and bet. When I wanted to withdraw 1400 euro balance (1000 Euro were my own deposit) they refused to pay me, saying that Ucobet is not allowed in Germany, although they let me log in and deposit. Don´t bet on this casino, its a scam!!! The support is useless. Nobody helps me.

Dear jeffbezos12452,

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.

• Could you please advise if you currently have access to your casino account? If you don't, when was the last time you logged in?
• Did you use any software like VPN to alter your location when using the website?

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

Best regards,

Kristina

Hallo,

genau das Casino erlaubt Spielern aus unerlaubten Regionen sich zu registrieren und einzuzahlen, aber zahlt dann nicht aus. ich kann mich seit 2 Monaten gar nicht einloggen, das Konto ist gesperrt. Ich habe noch nie VPN oder was ähnliches benutzt.

Thank you very much for your reply, jeffbezos12452. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent the conversation to kristina.s@casino.guru

Thank you very much, jeffbezos12452, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 jeffbezos12452,

I'm Michal, and I have taken over your complaint. I have reviewed your case and as my colleague Kristina mentioned, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. I will contact the casino to see if I can help somehow.

We would like to invite UcoBet Casino to join the conversation.

Dear UcoBet Casino,

Can you please explain why you allowed the player to deposit and play from a restricted country and now you are using this against them? This is not in line with the fair practices we expect from casinos. If you allow players from restricted countries to deposit and play, you should pay out their winnings as well. Failing to do so leads to an unfair scenario where these players can only incur losses, which we cannot agree with.

I was allowed to access your site from a German IP without any problems, and the German prefix was even offered by default for the primary phone number:

Can you please explain why you are not implementing any IP block and why have you not removed Germany from the signup form, which should be a standard practice?

It is important to ensure that if players from restricted countries are permitted to deposit and participate in games, they should also be eligible to receive their winnings, provided that these winnings have been accrued in accordance with the standard regulations.

I'm looking forward to your explanation.

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.

Dear jeffbezos12452,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Although UcoBet Casino appears to be licensed in Costa Rica, it's unfortunate that there is basically no player protection provided by the licensing authority in Costa Rica. Since there is no avenue to file an official complaint with the licensing authority, there are no further actions that can be pursued. I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru