CryptoBetSports Casino - Player’s winnings have been confiscated due to the use of a VPN.

Hello Casino.Guru. I joined Cryptobetsports last week, and played with their welcome bonus on the casino section of the website. I was quite lucky, and over a couple of days I won a total of $7748 USDT.

I completed the KYC checks (ID, address, selfie check) and then withdrew $500 as this is the maximum amount per day, and then shortly after I got this following email .

'Hello Client,

We are writing to inform you that our records indicate that you registered via Ireland while your verification shows a UK citizenship. According to our terms and conditions, access to or use of our website and services may be restricted for individuals in certain countries, including the United Kingdom.

As a result, your account has been closed in compliance with these regulations. Please rest assured that your initial deposit of 500 USDT will be fully refunded to you.

To facilitate your refund, please reply to this email with the wallet address where you would like the funds to be sent. If you have any questions or require assistance, do not hesitate to reach out to our customer support team.

Warm regards,

The CryptoBetSports team'

Even the Casinoguru site thinks I'm in Ireland but I'm not, I'm a UK player. I use a VPN for privacy, but also with a lot of crypto betting sites you need to change the location on a VPN to play certain games, so it's commonplace. There wasn't anything in their terms preventing that to my knowledge. You can reach the Cryptobetsports site with a VPN turned off from the UK too.

I didn't register 'via Ireland' or obscure my personal details in any way. I gave my details as they are and was successfully verified by their KYC system too. I was able to deposit, play and do all of that, and it's only at the point where I've won money that they have pulled out this term and used it to justify not paying thousands of dollars.

Having read their terms and condition I accept I can't have an account with them, which is a shame since I was going to bet sports with a lot of the winnings. However I don't think it's fair grounds to confiscate my winnings; if this is their policy then they should be verifying up front so that it doesn't happen.

I've tried reaching out to them a couple of times, but have had no response. If I can ask for Casinoguru's help here that'd be great.

Dear garorslyons,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

I have tried accessing the casino website using a UK VPN and received a warning: Location restriction - Due to legal reasons we can't accept players residing in the country you are currently in.

Additionally, the United Kingdom is not listed as a selectable country in the registration form.

Could you kindly specify which country you selected when you created your account at 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

Hi Veronika

I went back to their site with my VPN on and it defaulted location to Ireland. It looks like I have signed up with Ireland as the country field, but the address I filled was my UK address. This was also the address I uploaded my ID and proof of address documents to match.

Thank you for your reply. Unfortunately, I have some disappointing news for you. In your case, it appears that you used a VPN to conceal your access from the UK, which is a restricted country, by selecting Ireland as your country of residence. This action bypassed the country block implemented by the casino's software, leading to complications.

Additionally, it's important to note that all personal data in your casino profile must align with the information on your identity documents. Even if your address and city were accurate, the country field indicating Ireland was incorrect information.

Given these circumstances, we believe that the casino's decision to refund your deposit is sufficient. Please let me know if you provided the casino with the wallet address to which your deposit should be refunded.

Hello

I'm sorry to hear that but I'll try and make sure that doesn't happen again

I've sent them my withdrawal address now

Thank you for keeping me updated. I wish we could be of more assistance. However, if the casino prohibits certain countries from accessing the website, we must comply with their policy and cannot compel them to make exceptions.

Has the casino responded to your email with the withdrawal address? Have you received a refund for your deposit by any chance?

Hello, they've asked me for my cashout address twice, and haven't responded to either of my replies each time

Thank you for your response. Please forward me all the emails between you and the casino regarding your account closure along with their request to provide them with your cashout address at veronika.l@casino.guru.

Hi Veronika

They have now refunded my deposit. I still feel they should have paid my winnings alongside it - they made it pretty easy to join up, deposit, play, win, verify, withdraw, and only then do they decide I shouldn't have an account. I don't think that's grounds for nicking $7500

Dear garorslyons,

Thank you for updating me. I’m glad to hear you received your deposit back, though I completely understand how disappointing it must be to miss out on the winnings you accumulated.

CryptoBetSports Casino relies on software restrictions to prevent players from restricted jurisdictions from accessing their site. However, these measures can be bypassed if a VPN is used, which complicates things further. Ideally, a Know Your Customer (KYC) verification would be requested right when an account is opened to help prevent such situations. Unfortunately, it’s still common for many online casinos to require KYC only once a withdrawal is requested.

At this stage, we’ve done everything within our scope, and we will now close this complaint. I’m truly sorry that we weren’t able to assist further this time, and we thank you for your patience and understanding. Please don’t hesitate to reach out if you experience any issues with other casinos—we’re here to help.

Best regards

Veronika

Casino Guru