JeffBet Casino - Player's winnings confiscated due to location issue.

Good afternoon,

I am writing to raise an official complaint against JeffBet Casino for evoking my winnings on baseless grounds. 

I won £12,000 and because I requested to withdraw it whilst I was in Thailand, they refused to give me the money.

They allowed me to access the site, take my money and gamble. Once I requested withdrawal, they have sent terms and conditions stating they are evoking the winnings.

I am a UK citizen and have been a customer on JeffBet. This is unfair treatment which has now affected my mental health. 

i would like a full explanation from jeffbet as to why they are happily taking deposits from people then claiming issues when people try to withdraw.

to add on to this, if I lost and kept on depositing there wouldn’t be no issues only just when I tried to withdraw.

this has left me in £9000 debt as I bought a engagement ring for my partner as the withdrawal was pending.

im a digital nomad so I travel, and it doesn’t give you a list of countries in their t&c so I don’t know what I can and can’t do? Either ways I didn’t use a VPN so the company knew where I was and they still allowed me to deposit and play…

if you look on your forums I’ve already been talking to Jaro and you can see a lot more information on there.

thankyou for your time and help guys, you’re my last hope now Jeff bets ignoring me and blocked me account

oh yes, they also called me asked me where I was I told them and they said that’s completely fine we just need your documents to make sure the money going to the correct person, so if we can get that call recording would really help the situation

i find this situation very unfair and it’s close to fraud. It’s left me depressed the last few days

Luke M****

Dear Lukemiles19,

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 kindly provide clarification on the country of your permanent residency?
• Additionally, could you specify the country you indicated during the registration of your casino account and the one reflected on your personal documents?

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

Hey thanks for reaching out so quick!

you guys seem to be on your game, I love it!

so yes I’m a uk citizen and I’m registered in wales, born and bread.

the documents I provided is my home address in wales. I only travelled for a short vacation and wanted to withdraw my winnings

i can forward the email they’ve sent, I will also attach a few things on here so you can get my point of view.

I’d like to point out that Jeff bet allowed me access to their site and deposit thousands but when it came to winning and with drawing it, was a different story.

it just seems they are trying to find every way to keep my money from me.

looking forward to hearing back from you guys!

Thank you, Lukemiles19, for your reply. Could you please confirm that you submitted the UK as your country of residence when completing your registration?

Yes correct I sumbitted I am from the UK with all my documents they’ve required which all was accepted.

as your advisor said, if I lost the money fairly they wouldn’t have contacted me and it should be the same when I won the money fairly.

i believe they should pay out, otherwise karma will come back around

they’ve confirmed to someone in my network that they was allowed to withdraw whilst in Thailand, so if they don’t pay the winnings out I have multiple things I could take to court

They are relying on one thing in their t&c to win this case and not pay out. It’s not sufficient enough. Even my solicitor agreed they are treating me unfairly.

same in the financial industry, the FCA states everytbing needs to be clear so everyone can understand. In their t&cs it gives no clear outlines of where you can withdraw your money.

look forward to hearing back from you

Thank you very much, Lukemiles19, 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, Lukemiles19,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite JeffBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear JeffBet 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 unblock the account and 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?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

I also recommend going through the thread (available HERE), where the complainant described more details.

Thank you in advance for providing the information.

Hey Branislav!

thank you so much for your time and effort with this case! It’s really had a negative impact on me this last few days. It’s caused me depression and I’ve been distancing myself away from everyone embarrased about my situation. Should someone really feel like this for gambling on a website which lured me in in the first place? Allowed me to deposit thousands and play hours with no concerns? Knew where my exact location was on my first deposit, so why not notify me then and just refund the deposit there?

i really want to get the understanding why other regulated casino either have blockers on their site or don’t allow you to access them atall if your in a restricted country?

it seems has Jeff bet tried to take a gamble theirselves in hope I lost all my hard earned money through my addiction.

its a shock to me that jeffbet sends luring emails to get you on their website to deposit all your money and gamble. But then when you win you’re not allowed to withdraw no winnings? - took the money with in seconds though…

im a UK resident which I’ve provided all the documents and Jeff bet approved!

im home back in the Uk so I should be entitled to my winnings? I’m happy to get banned from the site and never revisit after I get what’s suppose to mine?

its not just about the money now, you’ve affected me mentally, physically and I’m to Embarassed to even tell my family about the situation? I felt like I’ve had a massive loss even though I should be over the moon because I’d won a live changing amount of money to me?

for a multimillion pound company this is so bad.

cost me thousands of pounds, hours of my time and breaking me apart day by day

it even says on your website thailand user are allowed?? I’m so confused and upset 🙁 I have all the evidence showing that there’s no clear indicators to show that I was in the wrong. It says on multiple sources your allowed on Jeff bet on holidays in Thailand? I obviously done research before I tried to withdraw. If I have to take this to court I know have a case that’s worth pursuing…

shouldnt allow someone on in the first place if this is the case. So we have multiple arguments to why you should realise these funds before it does get escalated further

Dear Lukemiles19,

Alright, I would like to clarify the situation.

I would not say it is about a prohibited jurisdiction or not providing the correct personal information. I would say it is rather about changing locations from which you play and a possible suspicion regarding changing IPs or trying to hide your current location. However, unfortunately, we still do not know the details, and therefore, we should wait for the casino's reply and explanation.

If you filled out your personal details as a UK resident, but you played from Thailand (maybe more than from the UK), without informing the casino about this fact before it happened, it could arouse a suspicion you did not fill out the correct, genuine, and true personal information in your casino account profile regarding the address of residence, which is mandatory for a successful verification/KYC.

For example, I found these rules in the casino's Terms and Conditions (available HERE) that explain what I am talking about:

"Section C.

1. By using the Site, registering at the Site, or by participating in one of the Services, You agree to be bound by and to act in accordance with the Terms and Conditions, as they may be updated from time to time, without any reservation.

Section E.

2. The Company shall review the details, information and documentation provided by You as a part Our "know your customer" process. The Company will carry additional "know your customer" process upon any special circumstances including, but not limited to, high fraud score, suspicious details provided, a high number of deposits, various IPs used to access the Account, abnormal game play activity and Your jurisdiction.

Section F.

2. "Prohibited Actions" shall mean illegal, unlawful, fraudulent, or other improper activities - including, but not limited to:

• Breaking into, accessing or attempting to break into, and/or circumventing and/or attempting to circumvent the Company's systems, including, but not limited to, by altering any of the registration details or failing to provide and/or providing misleading, inaccurate or incomplete personal and/or payment details, or verification information to the Company, and/or using a virtual private network connection;"

To be honest, if everything that you stated above and in our Forum is true, and of course, if no other rules were breached - which should be possible to verify by the casino in its system data, and it is not clear whether it was completely done - considering that Thailand is not a restricted country according to the casino's Terms and Conditions (therefore, it is set like that in our casino review, and it does not relate to your issue if it is restricted or not), and you are/were able to fully verify your identity and residing address, I think there should be no problem to consider your winnings legitimate and verification/KYC valid and successful. However, the casino cannot know about your traveling without letting them know about it.

But, as I wrote, without the details and the necessary information/evidence from the casino, we cannot move anywhere, and we are stuck at the same point.

Therefore, please, let's stay patient and positive, and wait for the casino's statement.

In the meantime, feel free to send me all the above-mentioned and relevant screenshots or transcripts of the communication with the casino. You can share it here, with your reply or send it to my email address (branislav.b@casino.guru).

Thank you for your patience and understanding.

Looking forward to hearing from the casino.

yes that makes sense,

they know I didn't use a vpn. I didn't even know about vpns until this came around.

they knew my exact location because they called me soon as I tried to withdraw and then afterwards they accepted all my documents

I was only in Thailand for 14 days I didn't know it was going to cause this much of a problem

if Thailand isnt prohibited and I'm a UK citizen which means what I did isn't against none of the rules, there shouldn't really be an argument against me.

They sent me an email saying I tried to play or withdrew in a prohibited country hence why they're not paying, so that's confusing as you've told me Thailand is fine to play Jeff bet

but thanks mate, I really do appreciate your guys help with this. its making me feel a lot better and I have much hope that I will receive my winnings. this trip might not turn out to be that bad after all

Dear Mr. Miles,

We are writing regarding your recent withdrawal request at JeffBet Casino

After a careful investigation, it has been determined that you have accessed our services and are in breach of the Terms and Conditions, which you agreed upon during registration, and as such, the winnings obtained are deemed as invalid and are revoked.

Please note that you have accessed your account from a restricted jurisdiction which is not in the United Kingdom and blocked by the Company:

B. Definitions

1. In these Terms and Conditions, the following words and phrases shall (unless the context otherwise requires) have the meanings set out beside them:

"Restricted Territories" shall mean any jurisdiction which is not in the United Kingdom.

C. Subordination to the Terms and Conditions and the Binding Effect Thereof

1. By using the Site, registering at the Site, or by participating in one of the Services, You agree to be bound by and to act in accordance with the Terms and Conditions, as they may be updated from time to time, without any reservation.

2. The Company reserves its right to amend these Terms and Conditions at any time, in its absolute and exclusive discretion. You will be notified of any changes to the Terms and Conditions prior to the changes coming into effect. Any Bet made prior to the entry into force of the revised Terms and Conditions shall be governed by the Terms and Conditions in force when placing the Bet. If You do not wish to be bound by such amendment You must stop using the Site and Services. Should You wish to stop using the Site and Services following any change to the Terms and Conditions, You may withdraw all available funds and close Your Account in accordance with these Terms and Conditions.

3. These Terms and Conditions supersede all prior agreements between the parties in relation to its subject matter and constitute the entire and whole agreement between You and the Company. You confirm that, in agreeing to accept these Terms and Conditions, You have not relied on any representation except for any express representation made by the Company in these Terms and Conditions.

D. Who is Entitled to Participate

You may only use the Services if You comply with all of the following:

• You do not violate any law or regulation as a result of using the Services. In this context, You agree that if You are present in any jurisdiction that prohibits using the Services offered at the Site (including without limitation any of the Restricted Territories) You shall not participate in the prohibited activity.

The offering or availability of the Services shall not be deemed or interpreted as an offer or invitation by Us to use the Services, if You are present in a place in which such use is currently forbidden by law (including without limitation the Restricted Territories), or where the Company, in its sole discretion, elects not to offer Services. You shall be solely responsible for determining whether Your use of the Site and/or Services is legal.

Considering our findings, your account is closed, the winnings voided, and your participation fee was returned back to the original source. 

The resolution provided stands and it is final.

If you shall disagree with the decision provided by the Company, I advise you to follow the below guidelines considering our Complaints and Disputes procedure:

O. Complaints and Disputes

1.If you have any cause to complain about anything then please contact us at complaints@instantgamesupport.com. We will deal with your complaint and all disputes will be dealt with as quickly and reasonably as possible.

Yours sincerely,

ProgressPlay LTD

Dear Lukemiles19,

It looks like it will take longer until someone from the casino contacts us back, so I will ask you a few more questions and explain some facts in detail.

Is there a chance you could provide me with a communication where you clearly informed the casino that you plan to visit/you are in another country, and where the casino confirmed it will be OK if you log in from another country?

You claimed that you are already in the UK and that you did not (do not) use a VPN. Are you sure that you are currently in the UK and that you access our website using a UK internet connection and IP? Why did you register at casino.guru with Thailand as your country?

It is very important to verify whether the disputed winnings were accumulated while you were in the UK, and you played at the casino only from the UK (only a withdrawal request made in Thailand), or you accessed the casino website, made deposit(s), played, won, and requested the withdrawal in Thailand.

Also, I would like to correct my previous post a bit, as I checked the casino website again a while ago.

It is a specific case because you are a UK citizen, allegedly living in the UK. Therefore, it is not like you mentioned earlier - screenshots with the restricted countries. In the case of a UK player, there is a different version of the casino website adjusted to the UK market, and, the casino's Terms and Conditions are different too. It states that only UK players are allowed to register and play. In other words - registration or play from anywhere besides the UK is prohibited. I managed to verify this information myself - unfortunately, I checked another (non-UK) version of the casino website before, where the Terms and Conditions contain a list of prohibited countries where Thailand is not mentioned, probably because of my cookies, etc. I am sorry for the incorrect information.

Since there is a special version available to UK players only, it could mean that if you logged in or played from Thailand, for example, you could have had access to and played the games that are not available/accessible from the UK under normal circumstances, which could have given you an unfair advantage and means a serious breach of the casino's rules. But this is one of several possible scenarios.

However, I would rather wait for the casino's response and detailed explanation supported with evidence. It does not make sense to discuss without their cooperation and the necessary details.

For now, we basically have only your claims from your side.

Dear Lukemiles19,

Just letting you know that I was in contact with the casino representative outside of the thread recently, and I was provided with an update. Therefore, I have one more and quite important question.

Can you please confirm you have submitted a complaint to ADR?

Hey guys,

don’t you think all this is abit out of proportion?

how do people expect players to understand all this? The casino sends out multiple notifications, luring you in to play on their website.

i was in Thailand when all this happened and I signed up this website whilst on holidays to get some help?

im am now back in the uk back in my home in South Wales.

this is extremely unfair behaviour from Jeff bet and I think it’s something I may aswell take to court.

their customer service is terrible, they treat players like puppets. How the hell am I suppose to understand all this when on multiple resources including your own site it says thailand players are accepted? The t&cs are not clear at all… how are we suppose to know theirs different sites and this and that even when you yourself didn’t know?!

everything needs to be CLEAR and Understandable to the player which it’s obviously not because even yourself is struggling to make a decision on this case…

£12,000 to this company is nothing compared to how much it is to me and they’re making such a fuss like the worlds going to end over it.

wouldn’t surprise me if they just paid out I would’ve probably kept playing on their website and ended up loosing more in the future anyways 😂

thailand or not all I played was blackjack and I feel like I’m a criminal for doing so even thought they’ve LURED me and ALLOWED me on their website DEPOSIT all of my money WASTE all of my time KNOWING exactly my LOCATION at the time?

if this is this case they should have either blockers on their website like any other gambling site or not to try luring people in by offering then free spins…

it’s one way or another, they can help me out on this form, if not this is getting taken straight to court and published on every on socials.

either way I will get what I want and that’s either the winnings or making sure I get the winnings in taking customers away from this fraud service they’ve offered.

its like they’re trying to pull Wool over my eyes and I will not let this go

you know yourself this is wrong from Jeffbet. If they had the correct security measures on their website none of this would’ve been a problem I’m the first place!

they took my money so they need to pay the winnings

And sorry who’s the ADR? Is that Ecorga if so yes complaints already been sumbitted.

trying get this resolved before court is involved but that’s definitely my next move if not

And it’s a load of rubbish if they said I had unfair advantage playing black on a table with over 400 people, at first I lost £2,000 and they didn’t say nothing so it’s a load of ****

how can you have and unfair advantage on their slots to? Doesn’t make sense

like I said if you even got the rules wrong about thailand how could me a average person know?

things need to be clear and this will

be the strongest point in court.

why allow me to access the site deposit thousands of pounds and use unfair T&C’s against me AFTER I won. Why not stop me on the first deposit or have blockers like other REGULATED UK casinos - this is my arguement 👍🏻

Dear Lukemiles19,

Thank you for your confirmation - yes, eCOGRA is ADR (Alternative Dispute Resolution).

The restrictions are set up correctly on casino.guru. Other details were explained above.

Unfortunately, my questions have not been answered at all.

Although we request an explanation and evidence from casinos, we also require full cooperation and true information from players when helping them with their issues. It is not only a casino that has to provide us with the requested data and details to support its claims and decisions.

However, since the complaint is already being handled by the ADR and we do not have any estimated time frame for this process, we are forced to temporarily close this complaint as unresolved (without penalization).

Once the regulator's decision is made, let us know about it. It is possible to inform us by reopening this complaint or by sending the necessary information and documents to my email address (branislav.b@casino.guru). We will then be able to review and reconsider the resolution of the complaint on our side again.

Please note that if we do not receive the final result from any involved party within a reasonable timeframe, casino.guru will reopen the complaint and request updates.

I sincerely believe the issue will be carefully reviewed and resolved.

Thank you very much for your patience and understanding.

Best regards,

Branislav, Casino.Guru

Dear Lukemiles19,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Still haven’t received my winnings from jeffbet casino. I do not recommend to anyone. They’ve made life hard work since. I feel cheated and robbed blind

Dear Lukemiles19,

That is not what we asked you for.

I will repeat the most important part of the previous automatic post.

"If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial."

So, can you please provide me with the requested or not?

What was the ADR's final decision regarding your issue?

Feel free to send the communication with ADR with its final decision to my email (branislav.b@casino.guru).

Please note if you refuse to cooperate or do not provide the requested details, the complaint will be closed/rejected.

Thank you for understanding. Looking forward to hearing from you.

Dear Lukemiles19,

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.

I’ve said that jeffbet has not paid me the £12,000 winnings because I tried to withdraw from Thailand so I’m letting everyone know to stay away from the cowboy platform! They’ve ruined a lot of things for me and I’m disgusted in their behaviour

Alright, Lukemiles19. Let's do it a bit differently.

I will repeat my question one and the last time, and according to your response, the complaint will be closed.

What was the ADR's (eCOGRA's) final decision for your complaint?

If the ADR decided in your favour, please, send also the communication and all the details to branislav.b@casino.guru.

Looking forward to hearing from you.

No I’ve just said it was not in my favour because I tried to withdraw in Thailand even though it says on this website players from Thailand are allowed? So no it was not in my favour and I reccomend everyone to stay away from Jeff bet casino

Can you please forward the ADR's decision (a complete email communication) with all the attachments and explanations to branislav.b@casino.guru?

Why what’s the point? They’ve taken the money and left me in a lot of shit, there’s no point wasting anymore energy than I already have on a fraud company who’s out to ruin lives. Don’t get how they can be happy the way they live

The point is that we would like to review the ADR's decision and all the relevant details that led them to the final decision. It usually includes more information than players share with us.

So, do I understand correctly you are not able and willing to devote more time to the matter, and you will not provide me with the requested?

I’ll send it to you but it’s just all a waste of time this has already ruined the last few months for me. The story is clear that they’re are frauds and don’t want to pay players who try to withdraw from Thailand which you’ll see in the reply👍🏻

I will wait for your email, Lukemiles19.

Looking forward to hearing from you.

Dear Lukemiles19,

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.

Hey, I’ve forwarded the email to you guys, have you not received?

No, we have not yet.

What email address did you use?

Please, send the requested communication to my email address (branislav.b@casino.guru) and paste here a screenshot of the forwarded email with a visible date and time of sending, the sender's and receiver's email, and the email body.

Although it will likely not change the outcome of this complaint, please note you have the last timer to provide the requested.

Thank you for understanding.

Alright, Lukemiles19. There was more than enough time to provide the requested.

Based on all the gathered information and additional details received after reopening the complaint, we are rejecting the case.

Since the ADR (eCOGRA) decided in favour of the casino, there is no reason to doubt their decision and continue dragging the process out.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help. However, I strongly recommend you read all the Terms and Conditions before registering in any online casino and fully comply with them.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru