Satoshi Hero Casino - Pelaajan tili on suljettu väärien väitteiden vuoksi.

I requested a withdrawal on Jan 13. After a 9-day "security review", SatoshiHero closed my account, falsely claiming I am a resident of Turkey. I am a legal resident of Switzerland (permitted jurisdiction) and provided my Swiss ID and utility bill as proof. They refused to pay my winnings and only offered a refund of my deposits (13.63 SOL). This is a false claim to avoid paying my profits. I demand the full payout as a verified Swiss resident.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Satoshi Hero Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please list which documents you provided to the casino during the verification process?

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

Best regards,

Tomas

Dear Tomas,

Thank you for taking up my case. Here are the answers to your questions:

1. Duration of play: I have been a player at Satoshi Hero for approximately 2-3 weeks (it is my first withdraw).

2. Games played: I primarily played Slots, specifically games from Pragmatic Play, which is where I accumulated my current balance.

3. Bonus usage: No, nor for this withdraw case.

4. Documents provided: I have provided the casino with my Swiss Residence Permit (Ausweis C).

Important Additional Information regarding the Casino's claims:

The casino initially claimed I was a resident of Turkey. After I provided my Swiss documents, they changed their reasoning to a "VPN violation."

I have analyzed my NordVPN diagnostic logs from the day of the session (Jan 13th). The logs prove that while I used a VPN for general cybersecurity on my MacBook Pro, I was connected to a Swiss server (IP: 146.70.26.91, located in Zurich).

I have never accessed the site from a restricted jurisdiction. My physical and virtual locations were both in Switzerland. The casino has already refunded my deposits (13.63 SOL) but is still withholding my winnings, which I believe is unfair and based on a false premise.

Best regards,

Abdulkadir *****

Dear Tomas,

I would like to provide a crucial update regarding my case and clarify my position. Since our last communication, I have provided Satoshi Hero with technical evidence disproving their claims, but the casino has unfortunately stopped responding to my emails.

Key Facts regarding the current status:

1. Technical Proof (NordVPN Logs): I have analyzed my NordVPN diagnostic logs from January 13th (the day of the play session). The logs clearly prove that my connection was routed through a server in Zurich, Switzerland (IP: 146.70.26.91). This confirms that I was physically and virtually located in a permitted jurisdiction (Switzerland) and did not bypass any geo-restrictions.

2. Financial Breakdown: The total amount of my withdrawal request is 70 SOL. To date, the casino has only processed a partial refund of 13.63 SOL (my deposits). They are currently withholding the remaining 56.37 SOL of my legitimate winnings.

3. Shifting Defense: The casino initially claimed I was in Turkey. After I provided my Swiss ID, they changed their argument to a general "VPN violation." However, since Switzerland is an allowed country, using a VPN for data security while remaining within Switzerland is not a breach of the spirit of the terms.

4. Desire for Amicable Resolution: I want to emphasize that I am still hoping for a peaceful and professional resolution. I have deliberately refrained from posting negative reviews on Trustpilot or other public platforms so far, as I do not wish to cause permanent reputational damage to the casino over what I hope is a fixable internal error.

5. Commitment: If the casino releases the remaining 56.37 SOL, I am fully prepared to withdraw this complaint immediately and refrain from any further regulatory escalation with the CGA or CADRE.

I hope that this gesture of goodwill on my part encourages the casino to settle this matter today. Thank you for your continued help, Tomas.

Hello poetick,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear poetick,

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, Stefan (stefan.m@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,

Tomas

Dear poetick,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Satoshi Hero Casino to join this conversation and assist in addressing the complaint.

Dear Satoshi Hero Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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 poetick,

I have contacted the casino representative outside of the complaint thread and am currently awaiting their response. I will extend the timer by an additional seven days. I hope they will get back to us at their earliest convenience.

Your patience is greatly appreciated.

Dear poetick,

We managed to get in touch with the casino outside of the complaint thread. We are discussing the matter, and we will let you know about the outcome at our earliest convenience. I will extend the timer by an additional seven days.

Your patience is much appreciated.

I was wondering if there are any updates on my case? It's been taking quite a bit longer than expected. Thanks for letting me know.

Dear poetick,

I would like to inform you that we are currently in contact with the casino representative and are working on resolving the issue outside of the complaint thread. I will update you as soon as we reach any conclusion.

any updates...?

Dear poetick,

I would like to provide you with an update on the situation. We are currently discussing with the casino whether they are willing to communicate directly within the complaint thread or if the communication will continue outside of it.

As soon as we receive any new information regarding the case, I will inform you at the earliest convenience.

Your patience is greatly appreciated.

any updates...

Dear poetick,

I apologise for the delayed response. We are still awaiting the casino's response, we will keep you updated regarding the matter as we are unable to investigate further without their cooperation.

Your patience is much appreciated.

Therefore, I assume that the casino will no longer respond. Could you please change the status to 'unresolved'? I will then submit my complaints to the official authorities and consult with a local lawyer to take legal action to ensure this does not happen again. I will also write reviews on various sites like Trustpilot and reference this thread. Thank you very much for your help.

Dear poetick,

I understand this must be frustrating for you but we didn't manage to establish communication with the casino representatives. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. 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 Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru