Pairadice Casino - Pelaajan voitot takavarikoidaan.

I played at this casino and won 1500, but now they won't pay out because they say I'm from Austria and I'm not allowed to play. However, I deposited with cryptocurrency, which allows me to play at any casino, just not with real money. I registered on their site, and it states that playing from Austria is allowed. Sincerely, Violeta.

habe bei diesem casino gespielt und 1500 gewonnen jetzt zahlen sie nicht aus weil sie sagen ich bin aus österreich und ich darf nicht spielen habe aber mit kryptowährung einbezahlt damit darf ich bei jedem casino speilen nur nicht mit echtem geld habe mich bei ihrer seite angemeldet da steht spielen aus österreich erlaubt.mfg.violeta

Dear vio26,

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, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• When exactly did you create your casino account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

hello, I only played slot games, I passed the verification, I think it was on 01/30/2025, I can no longer access the account, it's blocked. I registered from your website and it says that players from Austria are allowed, I also paid in with crypto and tried to withdraw again with crypto and that is also allowed in Austria. why did you then let me register and deposit? When you register, the country and the area code for the cell phone are already shown, I can send a screenshot, they also saw that I am from Austria with my IP address, they saw that I am registering from Austria and my crypto wallet is from bitbanda and is also from Austria I know the tactics of casinos, if I had lost it wouldn't have mattered where I had deposited from, that's why they let me register and deposit, best regards, Violeta

hallo ich habe nur slot spiele gespielt die Verifizierung habe ich bestanden ich denke es war am 30.01.2025 ich kann ja nicht mehr aufs konto es ist gespeert.ich habe mich von ihrer seite angemeldet dort steht das spieler aus österreich erlaubt sind außerdem habe ich mit krypto einbezahlt und versucht wieder mit krypto auszuzahlen und das ist in österreich auch erlaubt.warum haben sie mich dann anmelden und einzahlen lassen bei der anmeldung steht schon das land und die vorwahl für das handy kann einen screenshot senden da haben sie auch gesehen das ich aus österreich bin mit meiner ip adresse haben sie gesehen das ich mich aus österreich anmelde und meine krypto wallet ist von bitbanda ist auch aus österreich kenne die taktik von casinos wenn ich verloren hätte wäre egal gewesen von wo ich einbezahlt hätte deswegen haben sie mich auch anmelden und einzahlen lassen,mfg violeta

Thank you for your reply, vio26. Do I understand correctly that you entered the correct country during the registration? Could you please confirm you didn't use a VPN or any other software to alter your location when registering and playing?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

yes, I have specified the correct country, which you can see in the screenshot. The country and the area code for the country are automatically displayed when you log in. I have not used any software. There is no communication. They just wrote an email saying that they are not paying out because I am from Austria. I cannot access the casnio account because they have blocked me. I also made the deposit with TRON from bitbanda, the company is also from Austria. Kind regards,violeta

ja habe das richtige land angegeben was sie bei dem screenshot sehen können es steht automatisch das land und die vorwahl von dem land dort wenn man sich anmeldet habe keine software verwendet. es gibt keine kommunikation sie haben nur eine e-mail geschrieben das sie nicht auszahlen weil ich aus österreich bin in das casnio konto komme ich nicht weil sie haben mich gesperrt. habe auch die einzahlung mit TRON von bitbanda gemacht die firma ist auch aus österreich.mfg.violeta

Thank you very much, vio26, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you vio26 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Pairadice Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

Hi Casinoguru,

Thank you for getting in touch with us!

Player has signed up from a restricted country which does not allow us to process funds to.

Austria is not permitted to use our services, account was blocked and original deposit was returned to the player.

The player was communicated to multiple times and was picked up when player provided KYC documents, at this stage the account was blocked, the player was notified and also requested her crypto address to return her original deposit.

They saw my screenshot, they knew that I was registering and paying from Austria and I didn't get my payment back. Kind regards, Violeta

sie haben meinen screenshot gesehen sie haben gewusst das ich mich aus österreich anmelde und einzahle und meine einzahlung habe ich nicht zurück bekommen mfg violeta

Feel free to refer to our Terms and Conditions section 4.1.3

https://pairadice.com/page/terms_of_use_65eecdacd38ba/

I also registered from your site casino guru and it also says that playing from Austria is allowed

ich habe mich auch von ihrer seite casino guru angemeldet dort steht auch spielen aus östrreich erlaubt

@CasinoGuru, please find email thread attached together with a link to the transaction on the blockchain verifying the return of the players deposit.

Please do not post the attached as it contains sensitive data

Hello, I just looked at my TRON account and I didn't get any money! The casino didn't reply to my last email asking why you can register and deposit from Austria and it automatically says which country you are from and they haven't changed that now either, you can still register from Austria! Kind regards,violeta

hallo habe gerade geschaut auf mein TRON konto habe kein geld bekommen! auf meine letzte e-mail hat das casino nicht geantwortet warum man sich aus österreich anmelden und einzahlen kann und das steht automatisch dort von welchem land man ist das haben sie auch jetzt nicht geändert man kann sich immer noch aus österreich anmelden !mfg.violeta

Dear Pairadice Casino representative, while I applaud your dedication to returning the funds of the player according to our Fair Gambling Codex all restrictions should be implemented on a software level. It is extremely unfair and against the spirit of fair gambling for the player to be able to register and lose funds but if they win the winnings will be confiscated. If the player was able to register at the casino, you can block them due to country restrictions but all winnings should be paid out as well.

This leads me to another issue that arose in this case, namely that there is a software restriction that doesn't allow players from certain countries to enter your casino but it is not implemented in the case of Austria. This coupled with our records that Austria was not on the restricted list during our latest review of your casino in December of 2024 leads u to believe that Austria was added retroactively after the issue with the player arose. Below, I'm adding a screenshot stating that the last update of your terms and conditions was on the 24th of August 2023, and a screenshot of the blocking from a restricted geolocation.

All changes to terms and conditions should be announced to players through an email stating that terms have been updated. We consider this unprofessional and predatory and I would like to ask you for an explanation of the situation. Thank you in advance for your clarification.

Hello, they say that they paid my money back. They wrote an e-mail saying that they paid it back on February 15th, but I didn't get any money!

hallo sie sagen zwar das sie mein geld zurück bezahlt haben sie haben eine e-mail geschrieben das sie es am 15.02 zurück bezahlt haben ich habe aber kein geld bekomme!

Hi CasinoGuru Team and Violeta,

We are still investigating the change logs for the Terms and Conditions, however according to our records currently, no changes have been made since the listed date on our T&Cs, please provide us with evidence of your audit showing that Austria as added at a later date.

This is supported by the fact that our License has not changed since launch and these are requirements outlined by our licensing agreement.

Regarding the GEO Location blocked, this is also currently under investigation and we will come back to you with further feedback once confirmed.

Violet, as requesting via email, please provide us with a statement from your Crypto Wallet between the date specified to confirm that you did not receive your deposit back as we have provided you with proof from the Tron network showing these funds being credited to your Wallet. 

Hi CasinoGuru,

We hope this message finds you well, we see you have reset the timer for us to respond, we have confirmed from our end that no changes have been made to our terms and conditions since the outline timeframe you have mentioned.

Given your outlandish claims and accusations, we expect a reply to our request for you to provide evidence of your claim, together with requesting that this message is escalated to your management team and we are contacted directly to discuss this matter further.

We look forward to your response.

Dear Pairadice Casino representative, please provide me with your contact information to my email so that a member of our management can contact you. (peter.c@casino.guru)

As for the issue with the player, we still believe that any country restrictions should be implemented on a software level to prevent players from registering in the first place not after they have already lost or won funds. If the player was able to register at the casino, you can block them due to country restrictions but all winnings should be paid out as well. I am still awaiting your response regarding the Geo Location blocking. Thank you in advance for your clarification!

Hi Peter,

Thank you for your reply, these are two separate issues, the approach taken by Casino Guru and defamation is unacceptable without you backing up any of your claims and posting publicly things which are not accurate.

The Geoblock is being investigated, as you are aware there are means to avoid this which until proven otherwise, you should not be making the statements made in this thread.

As an arbitrator, this is not your role nor is it ethical.

Once further investigations are done from our end we will revert back.

Finally, regarding the return of funds in particularly the deposits return, this has been proven to have been received at the wallet address however, the user is refusing to cooperate with contacting her Wallet Provider.

In short, our website does not allow deposits using Tron as a Currency and only accepts funds in USDT via Tron network.

When requesting the correspondence with her Wallet provider together with clear evidence of the wallet address that was provided this is not being received by the user.

hello, that's not true, I wrote to my wallet provider and asked for help, I sent the correspondence with my wallet provider to pairadice casino, I forwarded the email to Peter, I can only say that I paid in with tron and didn't get my deposit back, I can't say who is to blame, my provider is looking into whether the money can still be saved, but if they sent it to the wrong network, I don't know what will happen. But it still remains to be said that they only blocked my account after I requested a withdrawal, logging in and depositing was not a problem. best regards,violeta

hallo das stimmt ja nicht ich habe meinen wallet anbieter angeschrieben und um hilfe geboten habe die Korrespondenz mit meinem wallet anbieter zu pairadice casino gesendet habe die e-mail zu peter weitergeleitet ich kann nur sagen ich habe mit tron einbezahlt und habe meine einzahlung nicht zurück bekommen ich kann nicht sagen wer jetzt schuld ist mein anbieter schaut ob das geld noch zu retten ist aber wenn sie es ins falsche netzwerk gesendet haben weiß ich nicht was dann ist.aber es bleibt immer noch zu sagen das sie mein konto erst gesperrt haben nachdem ich eine auszahlung beantragt habe anmelden und einzahlen war kein problem.mfg.violeta

We are still awaiting feedback from your management team before we continue to investigate this case.

Thank you for the update Pairadice Casino representative, I will try to expedite the reply from them.

Dear vio26, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Pairadice Casino representative, we would like to issue a correction regarding our previous statement about Austria being added to the restricted countries list retroactively. After reviewing the situation further, we acknowledge that this claim was unfounded, and we sincerely apologize for the mistake.

At Casino Guru, we strive to ensure that all information we provide is accurate and fair to both players and casinos. When we identify an error on our part, we believe it is important to acknowledge it openly and transparently. We appreciate constructive discussions that help clarify disputes and ensure fairness for all parties involved.

Our position regarding the core issue remains unchanged. The registration should not have been allowed to enter the website as there are geolocation blocks for other countries and the player should not have been allowed to register from Austria as it shouldn't be in the registration form either. If your system allowed the player to select Austria from the registration form, open an account, deposit, and play, then it is only fair that their winnings are honored in full. Restricting a country after a player has already played and won creates a situation where the player bears all the risk, while the casino avoids any consequences.

Thank you for your understanding!

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.

Hello, they won't pay out my winnings. I haven't gotten my deposit back either, even though they say they paid it. I never received it, they sent it incorrectly. Isn't it possible to report it to the place where they have the license that they don't want to pay out my winnings? I got that from my wallet provider.

However, as mentioned above, we were unable to credit the transaction because the USDT was transferred via the TRON network. Depositing USDT to Bitpanda is only permitted via the Arbitrum, Avalanche, BSC, Ethereum, Optimism, and Polygon networks.

As stated in the warning message, assets will be lost if the asset and the network do not match.

For this reason, we cannot credit your funds, and they must be considered lost for the time being. Should our developers succeed in restoring the transaction, we will notify you immediately.

hallo sie werden mir den gewinn nicht auszahlen ich habe meine einzahlung auch nicht zurückbekommen auch wenn sie sagen sie haben es bezahlt ich habe es aber nie bekommen sie haben es falsch gesendet.ist es nicht möglich dort wo sie die lizenz haben es zu melden das sie meinen gewinn nicht bezahlen wollen ?das habe ich von meinen wallet anbieter bekommen.

Wie bereits erwähnt, konnten wir die Transaktion jedoch nicht gutschreiben, da die USDT über das TRON-Netzwerk transferiert wurden. Das Einzahlen von USDT auf Bitpanda ist jedoch nur über die Netzwerke Arbitrum, Avalanche, BSC, Ethereum, Optimism und Polygon gestattet.

Wie in der Warnmeldung angegeben, gehen Vermögenswerte verloren, wenn das Asset und das Netzwerk nicht übereinstimmen.

Aus diesem Grund können wir deine Gelder nicht gutschreiben, und sie müssen vorerst als verloren betrachtet werden. Sollte es unseren Entwicklern gelingen, die Transaktion wiederherzustellen, werden wir dich umgehend informieren.

Thank you for your patience while we conducted this review fully.

During our testing, the IP Block for Austria has worked on every occasion, however we are still unable to confirm how this did not work in the case of Violetta, whilst this still remains unconclusive, we do not wish to burden the player any longer and will be proceeding with the payout for the remaining balance of winnings.

Including the amount deposited by the player the total balance stood at $1,572.94, $103 was already returned, with $1469.94 being confiscated which will be paid out.

For us to proceed with the payment of $1469.94, Violetta, please provide us with a crypto address:

USDT via TRC20 Network

Before proceeding make sure you contact your wallet provider to confirm your address is valid, once done, we will make a small payment first to make sure it arrives before settling the full amount.

Looking forward to hearing from you

I'm very happy to hear that. Please don't pay on Tron anymore. I'll give you my bitcoin address and send it to you via email. Best regards, Violeta

es freut mich sehr das zu hören bitte zahlen sie nicht mehr auf tron gebe ihnen meine bitcoin adresse werde ihnen das mit e-mail schicken mfg.violeta

Dear vio26, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I sent an email to Pairadice Casino asking them to please send the money to my Bitcoin address. I still haven't received 100 from Tron. I'm now waiting for a response from the casino. Regards, Violeta

habe eine e-mail zu pairadice casino geschrieben das sie mir bitte das geld auf meine bitcoin adresse schicken sollen bei tron habe ich 100 noch immer nicht bekommen warte jetzt auf die antwort vom casino mfg. violeta

Hi Violetta,

Thank you for your reply, to be crystal clear, we will not be sending the deposit again, this is something you need to take up with your Wallet Provider.

We will be reviewing your email within the following 24 hours and get back to you.

Yes, I understand that. I'm glad you're sending me the rest and please to my bitcoin address. Regards, Violeta

ja das ist mir schon klar bin froh das sie mir den rest senden und das bitte auf meine bitcoin adresse.mfg.violeta

Hello, I received the money from the casino today. I thank Casino Guru for their help and thank the casino for being so honest and paying me my winnings. Regards, Violeta

hallo habe heute das geld vom casino bekommen ich danke casino guru für ihre hilfe und bedanke mich beim casino das sie so ehrlich sind und mir meinen gewinn bezahlt haben.mfg.violeta

Dear vio26,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. We would like to thank both you and the casino for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter