Horus Casino - Player’s winnings have been confiscated due to country restriction.

hi, I recived an email regarding this casino and its new design and more games and more country allowed. As I am a regular player I know there are some casinos that do not allow my country and they block the IP or they dont let you to register, something that does not happen with this casino I could open a real money account got verification via email and got invited to deposit. I deposited 20 euro and unfortunatlly it was via neteller and I did not recive any bonus. I started to play and manage to win 80 euro. I asked a withdraw and they asked about documents to verify my identity and I sent. After that they told me that in my country is not allowed to gamble and they close my account and confiscated my winnings. Than I reply that in my country is not allowed to bet but there are casino also in center of tirana so play on slots is allowed. I told them that they have to send back deposit and they dont have the right to take it. But they response that also deposit have to be confiscated. I think they are scamming a lot of people. Please notice all.

Dear Klajdi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and Albania is, indeed, one of the restricted countries. We will contact the casino and ask for their standpoint, but, before we do that, please could you forward any relevant communication to petronela.k@casino.guru? 

I would like to emphasize that it is not acceptable to let players gamble if a casino knows that they are from a restricted country and if the casino plans to refer to the rule about restricted countries whenever a player requests their first withdrawal. The whole article related to "Restricted Countries" can be found in our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries. 

Furthermore, I would like to ask you to confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account. Your confirmation is essential for this case.

We will do our best to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards,

Petronela

I did not play with any VPN, I register after I receive a promotional email. My IP was ALBANIAN, I could choose Albania from the country list, I used my albanian mobile phone to register and everything was fine. If a country is restricted there are many ways for not letting people to register. They block the IP, they don't have in the list albania or an albanian number is impossible to register. After all I understand they confiscate the winnings but why they have to confiscate my deposit?! This mean they are scamming people. Stay away from this casino, I got scammed for little money but you can be the next victim for much more. Be aware of Horus Casino, they are big scammers.

Thank you very much Klajdi for providing all the necessary information and forwarding the emails. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Can you add also that not only winnings but also deposit was confiscated.

Hello Klajdi,

Thank you for providing us with the information we requested. We will now try to get in touch with the casino and find more information case.  

Hi,

we will forward the complaint to our finance department immediately and get back to you as soon as they review the case.

Kind regards,

Horus Casino

Hi,

we checked with our finance department, and there was a mistake on our side. Although the player is from the restricted country (as stated in T&C) and is not allowed to play in our casino, his actual deposit should not be confiscated after the fact.

We have returned the original deposit to the player. Our procedures were tweaked, so this kind of situation should not happen again.

Kind regards,

Horus Casino

I see you changed your mind regarding the deposit casino horus finance department. I suggest you to block the restricted country and not allow them to play or deposit into your casino. You have many option to do this, from the IP to the list of country or mobile phone countru code.

Stop scamming people and pretend to understand your mistake after all.

Dear Klajdi,

Please, update us when funds are received.

Deposit recived. Thanks GURU admin for your help. You are a really trusted site.

That's great news, congratulations! You are very welcome. Thank you for using the Casino Guru complaint resolution center. We will now close the complaint as 'resolved' in our system. Should you need any further help, feel free to contact us.