Heaps O Wins Casino - Non-Australian player's withdrawal has been blocked.

I received their no-deposit bonus, which I used exactly as they required. In the end, I had 123 dollars and requested a withdrawal. I sent all the necessary documents, but now my withdrawal has been blocked because I am not an Australian player. Before I started playing in this casino, I fulfilled all their requirements, including indicating Slovenia and +386.... but now, when they are supposed to pay me, suddenly I'm not entitled to it. Therefore, I am seeking your assistance as they are refusing to respond to my emails

Dear rile15,

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.

• Am I correct in understanding that your bonus winnings were seized because of geolocation?
• Have you previously claimed any promotional offers from this casino?
• How did you acquire the bonus? Was it accessible within your casino account, or did you receive it via email?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Dear rile15,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I received the bonus by e-mail and confirmed it, it was approved by them, so I also played, if the bonus is not allowed with them, they reject it, when I fulfilled all the requirements, I had to attach an identity document and the unfriendly help desk only answered yes I am not their Australian citizen and they denied me help, very rude of them. When registering, Slovenia is marked and +386 when entering the phone number.

Thank you very much, rile15, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, rile15,

From now on, I will assist you with the matter.

Before I invite the casino to the thread, I would like to ask you a few additional questions.

Do you use a VPN? Where do you reside or where did you play from (country)?

What exact personal details did you fill in your casino account profile (name, surname, date of birth, physical address)?

Could you please send me all the personal documents that you provided to the casino upon attempts to verify your disputed casino account? Are you sure everything from the casino account profile matches the data on the provided documents?

Feel free to use my email address (branislav.b@casino.guru).

You can see everything at the top, at the first one

Did you use a VPN to access the casino website, rile15?

I don't use fake networks

Alright, so let's ask the casino for more details. I am sorry for the delay.

Dear Heaps O Wins Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to withdraw the disputed winnings? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear rile15,

I was in contact with the casino recently, and this is the information I have received:

• The player never made the withdrawal request successfully
• The user's last deposit was on 8/1/2023
• After the last deposit, 7 free actions (no-deposit bonuses) in a row were used, which is prohibited by the casino's rules and mentioned in each email that the player received from the casino
• Verification was not required because only Australian players need to provide the casino with their documents, while for others it takes place through a payment method
• The remaining balance is AUD123.73, but since the disputed winnings are from the 7th consecutive no-deposit bonus without making any deposit, the user is not eligible for them
• There are 2 options for what can be done with the remaining balance - either to enjoy it and play with it or to request a withdrawal which will be denied

This is the rule applied in your case (available HERE):

"Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdraw the second No Deposit Bonus."

So, rile15, a few questions arose.

Can you confirm the points stated above? If anything happened differently, can you put it in perspective?

Is there a chance you can send me proof of the communication in which the casino informed you about the reason for your inability to withdraw your winnings - your country of residence, as you claimed?

Unfortunately, the screenshots you provided earlier confirm the casino's claims and decision.

Please note that in case you managed to win from the 7th no-deposit bonus without depositing before the last one, you are not entitled to the winnings obtained in such a way.

We are talking about free money given by the casino. Casinos have the right to limit it as they see fit, and we accept it if it is not against our Fair Gambling Codex or policy. It is a common and industry-standard rule, and you agreed with the casino's rules during registration or upon each bonus claim. If players were allowed to play with no-deposit bonuses as they wanted, and they could only win and withdraw winnings accumulated from them, it would not make sense for online casinos to provide their services at all. It cannot work like that. Therefore, if players want to play for free and possibly withdraw some winnings, in case of no-deposit bonuses, they are obliged to comply with the rules, which is understandable.

Dear rile15,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, we will require full cooperation and the details and evidence requested above.

Thank you very much, Heaps O Wins Casino team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru