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I encountered an unpleasant situation. The casino does not allow me to withdraw funds, saying that the casino is initially only for Turkish citizens. But I did not see such a clause in the rules, and when registering, asking what if I do not have a Turkish ID, online support said that you must select your country and continue registration. I will provide screenshots of the communication below, and each time they block the chat with them

https://imgur.com/a/q6fkQLz

5. Conditions of Use

5.1 As a condition of use of the Services, you warrant and undertake that you shall not use or access the Website(s), Services, Software and/or the Information for any purpose that is unlawful under any law that is applicable to you or that is prohibited by and/or in breach of these Terms and Conditions.

Residents of the following countries and their territories shall not be allowed to partake in real play gambling activities and shall be blocked from accessing the Website: the United States of America and related territories, Netherlands, Curacao, France Cyprus, Aruba, Bonaire, St.Maarten, St Eustatius and Saba, Afghanistan, Albania, Algeria, Angola, Cambodia, Ecudaor, Guyana, Hong Kong, Indonesia, Iran, Iraq, Israel, Kuwait, Lao, Myanmar, Namibia, Nicaragua, North Korea, Pakistan, Panama, Papua New Guinea, Philippines, Singapore, South Korea, Sudan, Syria, Taiwan, Uganda, Yemen, Zimbabwe, Singapore.

Dear GODENKOR,

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.

Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?

Have you filled out the registration form correctly, including your country of residence, address, and city?

Has your account been blocked only after you sent your identity documents to the casino for verification?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

1. there were no disguises, they have a mirror and it changes depending on the blocking. access to the site is always there
2. I filled everything out correctly, and the site itself stopped asking for a Turkish ID, which their support operator explained to me
3. my account was blocked when I tried to withdraw funds, and all the answers I heard were that only Turks can play on their site, although registration from other countries is open, and the operators themselves said that you can register, I didn’t see any rules in their TOS about the ban.
4. these were games on 2 different providers

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Elipsbet Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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.

they won't answer you because they steal money, they need a corresponding assessment in the theft of deposits, and in entering their crypto wallet into the thieves' segment

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino Safety Index. I understand this isn't a satisfactory solution to your issue. However, the change in the Safety Index 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. Also, The casino's license does not have any customer complaint services but you can still try to contact them via this e-mail: info@gcb.cw. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team