Betcoin.ag Casino - Pelaajan kotiuttaminen on estetty ja tili estetty.

Allowed me to play with no kyc verification then when I won a little bit and tried to withdraw they blocked the withdrawal and banned my account on the basis I was apparently in a restricted region.

disputed amount is 0.0005 Bitcoin

Dear LucasG05,

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

Could you please specify if you used any VPN or IP-masking software to access the casino website?

Have you filled out your casino profile with true personal information, including your address and your country of residence?

Have you submitted any identity documents to the casino for 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

hello, I didn’t use a vpn when you log on the site a window pops up telling you your in a restricted region but you can close the pop up and keep playing.

i didn’t complete kyc

and the disputed amount is actually 0.0015 btc I made an error

They also sent me this email. I cannot find any record of them ever requesting identity documents from me they just banned the account when I requested the withdrawal

Hello, your account was closed because we cannot allow you to play on it while you are under suspicion of playing from a banned region. Since you have thus far refused to comply with our verification process, it will remain that way until we are able to verify that you are not playing from a banned region. If you are unable to do that, please let us know.

Regards,

Betcoin Security

Could you please specify what types of games you played?

Blackjack

Please specify which blackjack it was. When I try accessing the casino games with a UK VPN, I can't load any of the games.

What is your email I will send a video

My email address is veronika.f@casino.guru.

Hello, we can see that the email this player is referring to was sent to him 18 Apr 2021 after multiple attempts to acquire KYC had been made.

Per our terms of service:

https://support.betcoin.ag/hc/en-us/articles/15904960262811-Terms-of-Service

9.12 If location or identity verification is requested, we will make every effort to facilitate your completion. If it is not completed within 45 days of the initial request, the funds will be retained by Betcoin.

Please note that after sending the player this email in 2021, we did not hear back from him until 2 Mar 2025.

Additionally, players from the UK are restricted, as stated in our terms of service, and not able to access real money games. Had the player complied with our attempts to verify him at the time, we could likely have returned his deposit, but at this point, he is subject the the term of service above, as well as the following terms of service.

7.10 Any account without login or activity for a 12 month period will be closed and subject to a 5% compounding maintenance fee per month.

10.6. If a player is found in violation of our terms of service, depending on the severity of the case, Betcoin.ag holds the right to withhold funds deposited, to cover damages, employee time, other resources used or to prevent future misconduct. 

10.6 is relevant, since the disputed amount was only worth 71 EUR at the time the player stopped responding and we have spent more in company resources to review this case.

Thank you Casino.guru team, as always, for your attention in these matters.

You sent me 1 email requesting kyc documents that did not cost you 71 euros.

I was able to deposit and wager funds without any request for kyc documents and without using a vpn.

As soon as I went to withdraw my account was blocked on the basis my ip was from a restricted region. I believe casino guru considers this an unfair practice and I am owed 0.0015 Bitcoin. (About 130 usd)

Yes I had been locked out of this email and then completely forgot about this. However the statute of limitations in curacao for such a dispute is five years.

Also the terms and conditions referenced were published for the first time on the 18th April 2024 per the internet archive

I apologize, LucasG05, but we regret to inform you that we cannot assist you with your request. As it has been more than a year since the initial request was made, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.

Due to the aforementioned reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika