iBet.com Casino - Player has succeeded in opening an account from a restricted country.

Hello there.

On a 28.06.2021 I have decided to open the accout on iBet.com

Deposited 1550 Euros and play on the casino games.

After that found a point in Terms&Conditions that REGISTRATION for a German players is not avalible.

Went to the live chat and ask : How it was posiblle to tegister account from Germany? Anybody can answer me... Sorry,they said that "Germans can play slots,but not play a sportbooks" Is this a joke?

How you can play slots ,when on their T&C is point that registration from your country shouldn't be allowed ?

They told me that case will be moved... But where moved I don't know?Asked via email,what is with my case? And get once again answer that "German players can play games...and they wish me a nice day".

Sorry, but something like that didn't happend to me in last 10 years my gambling online. They also have MGA license so,should have prevention system that block players from registred countries to open account /deposit money/play.

I have told also on a live chat that I'd like to close my account and get deposits back. Account was closed directly but not refund will be made.

Could you please help me with that case?

Best regards

D.

Dear Ned2908,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots and communication. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://www.ibet.com/en-FI/terms:

"Who can play

To play the Games on the Site, you must be:

not resident in Japan, Mexico, Chile, Andorra, Argentina, Bahrain, Bangladesh, Bolivia, Brazil, Brunei, Colombia, Costa Rica, Dominican Republic, Falkland Islands, Gibraltar, Guatemala, Honduras, Iceland, India, Ireland, Liechtenstein, Luxembourg, Macao, Monaco, Paraguay, Peru, Qatar, San Marino, South Africa, South Korea, Suriname, Taiwan, Thailand, United Arab Emirates, Vietnam, Albania, Algeria, Angola, Anguilla, Antigua and Barbuda, Armenia, Aruba, Australia, Azerbaijan, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bosnia and Herzegovina, Botswana, British Indian Ocean Territory, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Cape Verde, Cayman Islands, Central African Republic, Chad, China, Christmas Island, Comoros, Cook Islands, Croatia, Czech Republic, Democratic Republic of Congo, Denmark, Djibouti, Dominica, Ecuador, Egypt, El Salvador, Equatorial Guinea, ritrea, Estonia, Faroe Islands, Fiji, France, Gabon, Gambia, Georgia, Germany, Ghana, Greece, Greenland, Grenada, Guernsey, Guinea, Guyana, Haiti, Hong Kong, Indonesia, Isle of Man, Israel, Jamaica, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Lithuania, Macedonia, Madagascar, Malawi, Maldives, Mali, Mariana Islands, Mayotte, Micronesia, Moldova, Mongolia, Montenegro, Montserrat, Mozambique, Myanmar [Burma], Namibia, Nauru, Nepal, Netherlands Antilles, New Caledonia, Nicaragua, Niger, Nigeria, Niue, Palau, Panama, Papua New Guinea, Philippines, Pitcairn Islands, Poland, Rwanda, Samoa, São Tomé and Príncipe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, South Georgia and the South Sandwich Islands, South Sudan, Sri Lanka, Sudan, Svalbard and Jan Mayen, Swaziland, Switzerland, Tajikistan, Tanzania, Togo, Tokelau, Tonga, Trinidad and Tobago, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, Ukraine, Uruguay, Uzbekistan, Vanuatu, Vatican City, Venezuela, Wallis and Futuna, Zambia, Zimbabwe, Afghanistan, American Samoa (and other US military bases), Bahamas, Côte d’Ivoire, Cuba, Curacao, Cyprus, Ethiopia, Guam, Iran, Iraq, Italy, Kuwait, Malaysia, Marshall Islands, Mauritania, Mauritius, Morocco, Norfolk Island, North Korea (Democratic People's Republic of), Oman, Pakistan, Portugal, Puerto Rico, Romania, Russia, Somalia, Spain, Syria, United Kingdom, United States, US Virgin Islands, Yemen."

I would like to emphasize a very important fact from our Fair Gambling Codex: 

https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries

"The right thing to do is to check for restricted countries during the account creation process, and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule.

If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules."

Since there is no possibility to register an account from a restricted country (see the screenshot below), I would like you to advise which country you have chosen when opening your account. Could you please forward your account details?

Additionally, could you please 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 and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. Have you accumulated any winnings or you’ve lost your deposit?

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

Hi Petronela.

Thanx for answer.

So ,first thing: when I have Opened an account (4 days ago) Germany was on a list to choose it... i gave also german adress,where I'm living,and also German phone (because you have to proof your account with SMS).

I have didn't used any VPN...

Go to site and register an account without problems...

I've made looses of 1550euro. Deposits from German bank account (I have choosen Bank transfer option) was also allowed...

Teying to get in touch with support but the answer only that "Germans can Play games not a sportbook". Sorry,but when REGISTRATION is banned for some country,how could you Play "only games"?

Best regards. D.

Thank you very much, Ned2908, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Hi Petronela

Thank you for moving forward my case. Hope to get soon my complaint resolve.

Best regards

D.

Hi Ned2908,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite iBet.com Casino to the conversation to participate in the resolution of this complaint.

Hello Peter.

I Hope that casino representant participate in this topic,because via email/or live chat nobody can help and answer me. Also if was told that such cases are within 48hours reviewed...

If you have any other questions could you send me an email or put question here.

Best reagrds.

D.

Hi D.,

Alan here from iBet support.

Thanks for getting in contact and apologies for taking so long to come back with a clear answer regarding your case.

While you noticed Germany was on our ‘restricted’ countries list in the T&Cs, at the time of your registration we were allowing players from Germany to sign up, deposit and play on the site. You had registered your account recently after we opened Germany, so you saw an outdated version of our T&Cs. This is our error not having the T&Cs updated immediately, but at the time of your registration, iBet was fully open to receive players from Germany.

Customer service provided the response that casino games were available and not sports betting because while the site was open to players from Germany, we were only offering casino games and not sports betting for players in Germany.

With the above in mind, considering that we were allowing players from Germany at the time of your registration, we are unfortunately not in a position to offer a refund of your deposits. Apologies that we cannot be of more assistance at this point.

Best Regards,

Alan

Hello Alan.

Thank you for a answer.

Im the opinion that you made a mistake and you should pay back my deposits. In the time,when I have Opened my account (28.06.2021) Germany was on RESTRICTED countries list. It was also day after...I can proof this with screenshots... So please don't tell me that it was only mistake... It was on few language version(German,English) ,so it can't be a mistake...

It wasn't also any intormation about posibillity/no posibillity to Play only games or sportbook...

You have let me in ,breaking your own rules...and that is a fact...

And once again : this is not a "mistake" let somebody from restricted country to Play on your site...also your chat agents told that site is not avalible for Germans (have also screenshots)

Regards, D.

And one more thing: how you can telling me that I have Opened account recently after you Opened the Markt for Germans,and now registration from here is not posibble...there is a error page... Have you open it for 3 days?

P.s. at the end of site od yours Terms &Conditions is date 01.06.2020 ,since this time you have changed nothing!

P.s.2 At the time when I have Opened my account GERMANY WAS ON RESTRICTED /BANNED list. If that was your mistake it's not my problem. I'm curious what will be if I will win something and try to withdraw money? Perhaps then will be my "mistake" opening the account from banned country ..

Hi all,

thanks for your relies.

Dear Ned2908,

I will discuss the issue with the team and will get back to you ASAP.

Dear Ned2908,

I discussed the issue with our team. Since the casino let you play you were able to make a win as well as lose. If you won some money and the casino didn't want to pay you, we would definitely take action. However, in this case, you spent your funds on games you wanted to play just like you would in any other casino. The casino should, of course, properly update the allowed/restricted countries on its website, but I'm afraid this is not a matter we would penalize it for. I wish I could be of more help.

Best regards,

Peter