Betcoin.ag Casino - Pelaajan tili on suljettu sijaintiongelmien vuoksi.

I had a balance of approximately $270 on my Betcoin Casino account, accumulated through sports bets and slot gameplay. I was playing while physically located in Poland and accessed the platform with a Polish IP address. I did not use VPN or any location‑masking tools.

When I requested a withdrawal, Betcoin Casino cited a "violation regarding location" and retroactively voided all my wagers at a 1:1 rate, reducing my balance to only my original $50 deposit.

The casino then required account verification (KYC), which I completed fully. However, after successful verification, my account was blocked solely because I hold a Ukrainian passport, even though gameplay occurred from Poland.

Deposits and wagers were accepted without issue, and this alleged violation was only raised at the withdrawal stage. This selective enforcement of terms and retroactive voiding of bets after gameplay is completed is misleading and unfair.

I am sharing this experience to warn other players and to document inconsistent application of the casino’s Terms and Conditions.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm truly sorry to hear about your issue with Betcoin.ag Casino. However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize that we investigate further and help only those players whose funds (or winnings) have been confiscated due to being from a restricted country.

Could you please advise how much currently is your withdrawable balance? Additionally, could you please provide evidence that you are located in Poland?

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Player,

Thank you for your response. We understand and respect the sensitive nature of the documents you are requested to provide. Please rest assured that all documents submitted will remain confidential and will not be made public. You may send the requested evidence of your location to my email at attila.g@casino.guru.

Thank you for your patience and cooperation.

Thank you. I sended proofs.

Hello, we have sent proof that what this user is saying is a fabrication of the truth.

Dear Betcoin Casino, thank you very much for reaching out and providing the evidence.

Dear player, unfortunately, I have not received any emails from you. Could you please double check?

Thank you in advance.

Hello,

I sent an email yesterday to attila.g@casino.guru. Please take a look one more time. If anything else is needed, I will send it.

Best regards.

Dear player, thank you, I have received your email.

Could you kindly confirm if you entered the data from your lease agreement during the registration process? Additionally, I would appreciate it if you could clarify your current status in Poland. Have you received any citizenship? Do you have a source of income? Furthermore, how long have you been residing in Poland?

Thank you in advance for your response.

Hello Attila,

Thank you for your reply.

I would like to clarify my legal status in Poland in more detail.

I currently reside legally in Poland under the PESEL UKR status. PESEL UKR is a special legal status granted by the Polish government to Ukrainian citizens who fled Ukraine due to the war. It provides temporary protection under Polish law and allows Ukrainian nationals to legally reside, work, access public services, and pay taxes in Poland.

This status is officially registered in the Polish national system and confirms my legal residence in Poland.

I am officially employed in Poland and have a legal source of income. I have been residing in Poland for a significant period of time, and all my gameplay took place while I was physically located in Poland using a Polish IP address. I did not use any VPN, proxy, or any location-masking software.

I have already provided:

My PESEL UKR document

Proof of Polish IP address

Agreement with my Polish internet provider

Regarding the KYC process:

The casino required urgent verification via a third-party service that only allowed live photos of physical documents. There was no document category corresponding to my PESEL UKR status. Therefore, I selected my Ukrainian passport as the only available identity document option. I also provided additional documentation where possible.

Immediately after completing verification, I was accused of fraud and proxy usage, and all my bets (sports and slots) were retroactively voided at a 1:1 rate.

I would like to emphasize that I was physically located in Poland at all times, and my legal residence in Poland is fully documented.

Please let me know if you require any further clarification.

Best regards,

Dear Player,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello player2452022,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Betcoin.ag Casino to join the conversation.

Dear Betcoin.ag Casino,

I’m reaching out to kindly follow up on the player’s verification case, despite the submission of several documents. The player has mentioned that they are legally residing and working in a permitted country. Therefore, from our perspective, their citizenship in another country should not affect their eligibility, and they would reasonably be expected to be treated in line with other residents of allowed jurisdictions.

I would greatly appreciate it if you could take another look at this matter, as I’m sure your intention is to ensure a fair and transparent experience for all players.

Should there be any additional factors pertinent to this case that cannot be disclosed publicly, please do not hesitate to share them directly with me at michal.k@casino.guru

Thanks Michal, we followed up with you via Teams

Dear Betcoin.ag Casino,

Thank you for your prompt response. I have replied via Teams.

Dear player2452022,

To help us move forward with the verification process, could you please provide clearer, high-quality, unedited photos of the PESEL UKR document you previously submitted?

Additionally, would you mind confirming whether you're still residing at the same Polish address? If so, we would kindly ask you to take photos of yourself in front of your building and a nearby street name sign, as this would help us confirm your current residence.

I would also appreciate it if you could share your employment contract in Poland for our review.

Once available, please feel free to send all the requested documents to me directly at michal.k@casino.guru.

Thank you in advance.

Thank you. I sended.

Dear player2452022,

Thank you for your email and for providing the supporting evidence. I will continue to engage with the casino team regarding your case.

I hope to have some positive updates for you soon.

Hello @michal,

Can you please take a look at what we sent you when you have a moment?

Dear Betcoin.ag Casino,

Thank you for engaging in a thoughtful discussion and for approaching the matter with a comprehensive perspective.

Dear player2452022,

The casino team will be in touch with you shortly to provide further instructions, and I remain hopeful for a positive resolution to this matter soon.

I would like to inform you that I have been contacted by the casino’s security team. They confirmed that they received all the required verification documents through Casino Guru and informed me that my balance will be sent to my wallet after I provide my ERC-20 address.

At the moment, I am waiting for the payment to be processed. I kindly ask to keep this complaint open until the funds are received.

I will immediately update the case once the payment is completed.

Thank you very much for your support and assistance.

Dear player2452022,

Thank you for the update. I am hopeful the funds will reach you shortly.

I look forward to your confirmation.

Hello, we can see that the funds were sent. Thank you to CasinoGuru for mediating and the player for his patience, during the resolution.

I confirm that I have received the money. Thank you very much for the mediation. I would also like to thank the representatives of the casino. To those who will read this case: communicate directly with the casino in case of any disputes — I’m sure they will be willing to meet you halfway.

Regards

Dear player2452022,

Thank you for confirming that you have received all the funds owed to you. I am pleased to know that our involvement played an important part in resolving this matter.

I will proceed to mark the complaint as 'resolved' in our system. I would like to extend my gratitude to both parties for their cooperation throughout this process.

If you should encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. 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,

Michal

Casino Guru