EatSleepBet Casino - Player’s account was suspended, and winnings confiscated.

I registered at this casino In June. I filled my information in their form including my country Thailand in the drop down box and everything was fine. I got my first small cashout from them and they asked me to send ID, bill, and my Neteller screen capture. They said all was fine and approved my withdrawal.

Later I deposited again with them and had a much bigger win. They asked for more things like my personal picture with my identification in my hand and other things. I send it all.

Suddenly, they close my account saying that it is illegal to gamble in my country and that even if their terms don't say my country is not allowed, I am still not allowed!

They said the reason they asked for so much documents is because they want to make sure I was really from Thailand. This is nonsense because it is clear I am. I put that on my registration form, I sent my ID which is Thai ID and they already have, my address is in Thailand, my IP is Thailand. Of course I am in Thailand. I think they were looking for some pretext to confiscate my win and when they could not find any they went with the dumbest excuse they could think of which is that I am not allowed to gamble from Thailand.

The law on online gambling in Thailand is not clear and many many people do it! My lawyer friend told me it was fine. Who are these people to be interpreting the law in my country? They can't even read my language. What a disgusting creepy site to be judging things for the customer.

This is a horrible dishonest, freak site.

This is an EXTREMELY serious case for lcb.org. There are many countries that have grey area in online gambling. It is absolutely not acceptable for casinos to making their own legal interpretation about the laws of gambling in other countries. If lcb.org does not blacklist and ban this casino group from their forum it means that anybody in any country that has a grey area (which is almost all countries) cannot trust lcb.org as an arbiter and a recommender of casinos. The casino must explicitly exclude countries if they don't want someone from that country playing. Not try to interpret the laws of countries whose language they don't even speak and have no legal expertise in!

Hello, Somprasong.

Thank you very much for submitting your complaint through our website. We will do our best to resolve your complaint as soon as possible. Do you agree with Casino Guru contacting the casino about this issue? 

Best regards, Jozef

Yes I agree.

Hello.

Thank you. We will now try to get in touch with the casino.

Best regards, Jozef

Hi,

as we already stated on other forum, according to our Terms and Conditions, it is the players' responsibility to ascertain whether they are allowed to play from their jurisdiction.  We only restrict countries when we notice that the players are not taking this seriously. Thailand has never been our target market and was always considered a restricted country, it simply went unnoticed that the country was not being listed in our terms and conditions as such, which unfortunately allowed the player to sign up, make a deposit and play.

Since his first withdrawal was very low, it did not trigger any red flags and our Payment team went on and approved the KYC, not being aware of the restriction that should have been in place. That said, larger withdrawals get checked more thoroughly and that is how the whole case was brought to our attention. At that point we noticed that our terms weren’t up to date and immediately took action – updated terms and removed the country from the registration list.

We apologised to the player and offered him to withdraw all his deposits on multiple occasions.

We do understand how this whole case might look but we would like to ensure all players that this was the very first and we trust the last case of this kind, which purely happened due to unfortunate circumstances mentioned above.

Dear EatSleepBet Casino.

We consider your statement as an insufficient reason to confiscate all of the player’s winnings. You allowed Somprasong to play, deposit and withdraw. He also managed to pass through your verification process without any issues. However, when he won a bigger amount, you suddenly recognized him as a player from a restricted country.

Do you have any other reason to confiscate his winnings? We do not consider the provided reason to be fully relevant. Of course, you may block his account, but firstly you are obligated to pay out his winnings, if there weren’t any other breaches of your T&Cs.

Best regards, Jozef

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.