Depositwin Casino - Pelaajan voitot takavarikoitiin sijaintirajoitusten vuoksi.

Hello,

I have a complaint about the DepositWin casino. My account was deactivated by them because I live in a "restricted country" the day after I won 1000€ on Gates os Olympus. They said if I live in a restricted country I can't get my money. But how am I able to deposit, gamble and register from Slovenia but not able to withdraw my winnings???? Absurd! In the picture below the DepositWin casino support said that people from restricted countries are prohibited from using their services which I was not making this their fault. So I have every right to get the 1000€ I legally won. Please help me resolve this issue.

Kind regards

Dear dominikitt,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand the situation completely.

Have you accessed the casino website using any VPN or IP-manipulating software?

When you registered in the casino, did you submit the correct personal information, including your address, phone number and country of residence?

Could you please advise if you passed the KYC verification?

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,

when I was registering and making an account I did not use any VPN service or IP manipulating programs to gain access to the site. I entered all the correct information that the site requested the right phone number, adress, state, etc. When they asked me to provide them with the ID, Credit Card and proof of residence pictures for the KYC they rejected the KYC and deactivated my account. I would also like to add that I did not run into any errors restricting me from using the site. Thanky you for the quick reply and offering to help.

Thank you very much, dominikitt, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 dominikitt,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite DepositWin Casino to join the conversation and participate in the resolution of this complaint.

Dear DepositWin Casino,

I also had no problem registering an account at DepositWin using a Slovenian IP address and selecting Slovenia as a country in the registration form (actually it was detected automatically and selected for me).

Is there anything in place to prevent players from registering and depositing from countries that are restricted?

Kind regards,

Adam

Hello,

yes this is exactly what I was talking about. I had no problem selecting the region, putting my address in and my phone number. I can do everything except withdraw my money.

Hello dominikitt and Casino Guru team,

Thank you for bringing your concerns to our attention. Upon a thorough review of your account activity, we have concluded that the Finance Department acted correctly and in accordance with our Terms and Conditions, to which the player agreed.

Please be aware that our system currently does not prevent players from registering from restricted countries. However, it is essential to highlight that as per our Terms and Conditions, players are required to adhere to national legislation in their respective countries.

Quoting the T&C clause about Restricted Territories: "It is the players' responsibility to adhere to national legislation in their country. If a player opens an account in a prohibited country, then we are not obligated to refund any funds you may have won or wagered in this instance."

In line with our commitment to fairness, we will refund all your deposits (80€) if the issue can be resolved.

I look forward to your replies.

Best regards,

Luis

Hello DepositWin Casino,

seeing as I will not get the full amount of money that I earned, I will gladly accept the 80€ deposit refund.

Kind regards

The only thing I would like to know now is what would happen if I never had verified my account and just withdrew my money over 10 transactions each worth 100 euros? Because your site states that you do not need to verify your identity for witdrawals under 100 euros. Then I would just be able to withdraw my money, but when you saw where I was from and that I won 1000 euros you just deactivated my account. Something isn't right here.

Hello dominikitt,

I will be notifying the finance department regarding the refunding of your deposits and they will contact you by email.

With regards to your second message, please be advised that the outcome would remain unchanged. It is standard practice for our finance team to review a player’s profile and gameplay whenever a withdrawal requests, regardless of the amount, is made.

Best regards,

Luis

Hello all, thank you for your responses.

Dear Depositwin Casino,

We believe that the right thing to do is to check for restricted countries during the account creation process, and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule.

If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules.

More about our views on this can be read in our Fair Gambling codex here: https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries.

While I appreciate that the player has accepted your offer of the returned deposit, in accordance with our policies on fair gambling I would like to ask you to reconsider paying the player's winnings to them in this case.

Kind regards,

Adam

Yes I would like to recieve all my winning because I fairly won them. I was allowed to do everything on the site except withdraw my winnings which is not fair.

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 dominikitt,

Unfortunately, there has been no further response from the casino. I am going to try to reach out to the casino representative one more time via Skype, in the hope that a resolution can be reached.

I will extend the timer once more in the meantime.

Best regards,

Adam

Thank you for your patiance and help regarding this problem.

Best regard,

Dominik

Hi Adam and dominikitt,

Sorry for the late reply and thank you for your comments.

I understand your concerns, however as previously mentioned, our system currently does not prevent players from registering from restricted countries. That’s why we must adhere to our Terms and Conditions. As stated in the T&C "It is the players' responsibility to adhere to national legislation in their country. If a player opens an account in a prohibited country, then we are not obligated to refund any funds you may have won or wagered in this instance."

While we appreciate your suggestion to implement stricter checks during the account creation process, the responsibility ultimately lies with the player to ensure compliance with our Terms and Conditions. 

We’re still going to be fair and return the player’s deposits (80€). This is our final decision on the matter.

Thank you for understanding.

Best regards,

Luis

Thank you for your response, Depositwin Casino.

Dear dominikitt,

It seems that we will not reach a mutual agreement with the casino on this occasion. As the casino has stated that its decision is final, and we do not agree with the decision for the reasons previously stated, the complaint will be closed as 'unresolved'.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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.

In the meantime, I recommend you contact the Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

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

Best regards,

Adam