Bitspin365 Casino - Pelaajan tili on suljettu rajoitetun sijainnin vuoksi.

I had an email receiving a free chip from them. Played met the playthrough requirements went to do it withdrawal and they wanted kyc documents. No problem submitted the documents, said I would hear something in three working days. Received an email saying my kyc was verified and now my account was eligible for instant payouts blah blah blah. Literally within minutes of receiving the email went to log on and my account was blocked. Reached out to customer service. Took them 30 minutes to tell me the reason I was blocked was that I was playing from a restricted location. Which was funny because I had been playing for over a week and you would think the kyc verification process would have caught that. Went back read their terms and conditions thoroughly nowhere in there does it mention that players from the United States are banned from playing on their platform

Dear Deestaff78,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you filled out your profile with the correct personal information, including your country of residence?

Did you use any VPN or IP-masking software to change your true location while accessing the casino website?

Did you make any deposits to 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

Yeah thanks for responding. Actually about 2 hours after I filed this complaint I had an email from the manager of the casino apologizing for the mix-up and let me know that my account was fully restored and I was free to go ahead and initiate my withdrawal. So it is settled and they have already paid.

Dear Deestaff78,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika

Casino.Guru